Shep Hyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer…

Many companies think they have to compare themselves to their competition. They want to know what the competition is doing…

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s…

The word love is not used that often in the corporate or business world. It might have been Tim Sanders…

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the…

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was…

What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents……

What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s…

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I…

Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers,…

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll…

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO…

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle…