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What Matters Most

You are taking a flight on any airline – it doesn’t matter.  Couple of questions: 1.  Would you rather have an extra couple of inches of leg room, or know you arrive at your destination on time? 2....

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It Didn’t Absolutely, Positively Have to Be Here Overnight… But It Was!

A couple of months ago I wrote about Zappos.com, the online shoe company that buys its employees out of their jobs.  They take pride in delivering “WOW” moments to customers. Recently I placed another...

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The On-Line Customer Experience

Several years ago I wrote about “Human Free Service.”  A friend of mine had called me to share the exciting news that he had take a flight on Delta Airlines and didn’t have to deal with one of their...

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The Customer Bill of Rights

The company “mantra” is a brand promise that is simple, concise and easily understood by both employees and customers.  If you’ve been reading my monthly articles, blogs, books, etc. you will know that...

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Ask the Extra Question(s)

As you may have read in past Shepard Letter articles, I believe that communication is the cornerstone to good customer and employee relationships.  One of my favorite strategies is to “Ask the extra...

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Through the Eyes of Your Customers

You may have watched the CBS hit TV show “Undercover Boss.”  If you aren’t familiar with the show, each week the cameras follow around a corporate executive who goes “undercover” to participate in...

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Secret to Amazing Customer Service: Be Better than Average

Your secret weapon is customer service.  Wait!  It’s not a secret anymore.  Just about every company I do business with claims they deliver customer service.  My experience as I look back over just the...

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Quick Response Provides a Customer Service Advantage

There are many strategies to help you deliver amazing customer service, and one of the most powerful ones is quick response. Quick response is a derivative of speed.  Customers want it – whatever “it”...

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Amazing Customer Service Shouldn’t Be a Surprise

On a regular basis I receive emails and phone calls from people raving about the customer service they received from a restaurant, a store, a vendor, etc.  While some of the stories these people share...

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80% of Customer Service Is Just Being Nice

Woody Allen said, “80% of success is just showing up.” Well, 80% of customer service is just being nice. Recently I’ve been writing more about the simplicity of customer service.  The concept of...

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