The Experience Strategy
Recognize that your business might be a commodity. Are you shopped by price? That is a strong indication that you are caught in the commodity trap. Does your service strategy…
VU Resources
The First Impression
Some of my clients ask me if there is one simple thing they can share with their employees that will make the biggest impact for better customer service. This is…
Striving Toward Greatness
As we strive toward greatness in the area of customer service and relations, here are a few more simple strategies to deliver an even higher level of service. It all…
The Honeymoon Should Never be Over
Business is kind of like dating. The first time you do business with someone is like a date. You hope they want to go out – or do business with…
Internal Customer Service
It has been my good fortune to have been hired to speak to hundreds of clients with many, many different types of audiences. Most of these clients understand that customer…
Writing Appreciation Letters Is a Great Learning Exercise
Companies love it when they receive appreciation letters about their employees, their products and the customer service they deliver. If you love what a company or individual has done, write…
Building Customer Loyalty
Studies have shown that it is much more expensive to attract a new customer to a business than to keep an existing one. So, what can we do to build…
The Loyalty Formula
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.…
Moments of Truth, Misery and Magic
This is the first in a series of articles contributed by noted customer service and customer relations expert, speaker and author, Shep Hyken, CSP.
The Art of Name Calling
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…
