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Author: Shep Hyken

By Shep Hyken
in Customer Experience
on Nov 5, 2015

Technology and Changes in Customer Behavior

It wasn’t that long ago that there were just two ways a person could buy something; either in a store...

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By Shep Hyken
in Corporate Culture
on Oct 1, 2015

Strengthen Engagement with the Unique Talents of Your Frontline Workforce

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent...

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By Shep Hyken
in Best Practices / Metrics
on Aug 6, 2015

Digital Customer Service: Opportunity to Connect with Customer

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is...

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By Shep Hyken
in Customer Experience
on Jul 2, 2015

The One Sure-Fire Way to Create Customer Confidence

You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the...

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By Shep Hyken
in Customer Experience
on Jun 4, 2015

Social Customer Service Equals Positive Experiences

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me,...

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By Shep Hyken
in Customer Experience
on May 7, 2015

The Future of Customer Service is Now

Customer service used to be just about how nice someone was when they interacted with you – or a phone...

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By Shep Hyken
in Best Practices / Metrics
on Apr 7, 2015

Take Advantage of Customer Service Big Data and Little Data

Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process….  However, many...

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By Shep Hyken
in Best Practices / Metrics
on Mar 3, 2015

Turning Employee Customer Service Best Practice into Standard Practice

It was just another day of travel. I was flying to Las Vegas, the night before I was to present...

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By Shep Hyken
in Training / Coaching
on Feb 3, 2015

Employee Engagement Leads to Working Harder and Caring More

Aristotle said, “Pleasure in the job puts perfection in the work.” This could have been the beginning of what we...

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By Shep Hyken
in Corporate Culture
on Jan 6, 2015

Agent Engagement: Are Employees Fulfilled, Appreciated and Understood?

Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their...

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