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Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

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The Worst Thing That Happens Is Your Customer Loves You

What if the worst thing a customer ever said about you was, "I love you!"? Even on a bad day, you're still so good that they love you! Are you that good? Do customers love you even when there's a problem

The Last Customer on Earth

Norman Beck—my friend and faithful reader of The Shepard Letter—and I were talking about this idea and he shared another way of looking at it. In his words, "It's like the last gas station you'll see for

Once Upon A Time In Businessland

Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop.The great genie offered to grant

Batteries Included

"There are two kinds of people: Batteries Included and Batteries Not Included." That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you've been following my work

Your Emergency Response Plan—Be Prepared

This is a serious topic. I will share my thoughts, but it's important to note that the brevity of my answer does not diminish the importance of the question. If someone threatens to do harm to themselves

Smile And The World Smiles With You - Unless It’s Fake

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward

New Year's Reflections: Celebrate Your Accomplishments

I'm going to break away from my typical articles about customer service and experience and get personal. It's that time of year when we make New Year's resolutions that, while well-intentioned, we quickly

Five Ways to Prepare for Being REALLY Busy

If you're reading this article the day it comes out, it's Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I'm back with ten more tips. If you haven't read part one yet, you can do so here. Or, you can see all these suggestions

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an