By Shep Hyken I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they […]
By Shep Hyken Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I just have one complaint. I […]
By Shep Hyken Here is a sobering statistic. According to the Five9 Customer Index 2017 report, 77 percent of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. That means that more than three-quarters […]
By Shep Hyken The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell […]
By Shep Hyken Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way […]