By Shep Hyken Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?” No! It’s not! […]
By Shep Hyken Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just […]
By Shep Hyken What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?) If […]
By Shep Hyken It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering […]
By Shep Hyken I’ve written about the customer service gap before. The first version referred to the gap between you and your competitors. You want the gap to be wide. It means you are putting yourself further ahead of your competition and picking up market share. The second version of the gap focused on narrowing […]