Agency Operations

Recently I was asked, “How does one create loyalty?” At first I thought the answer would be a long one. But, what came out was as simple as it gets.…

This is the first in a series of articles contributed by noted customer service and customer relations expert, speaker and author, Shep Hyken, CSP.

Studies show that customers respond more positively when their names are used. Here’s an example from a recent business trip that will give you an idea of the impact this…

As it pertains to customer service, and ultimately customer loyalty, a recent study conducted by the consulting firm Accenture reveals some very important information that we should consider. While the…

Do you or your company have rules and policies that customers might think of as dumb, ridiculous, or inconvenient? Do the people you work with understand the concept of the…

In Part 1 of this article, I wrote about bad rules. Sometimes management creates rules that get in the way of taking care of customers. This is a follow-up. This is a…

There are four basic components of a good customer service strategy. These simple yet powerful tools are the key to success in customer service and will create many MOMENTS OF…

One of my clients told me how he takes care of his customers. He asks them, “Do you want me to be good TO you, or good FOR you?” Think…

As a child, from the time I could write, whenever I received a nice gift, Mom would say, “Write a thank you note.” That simple request was really more than…

For years I’ve been preaching that a lot of customer service is common sense that, unfortunately, isn’t so common. It is the great companies that consistently deliver an experience that…