Shep Hyken is a renowned customer service and experience expert, keynote speaker, and New York Times bestselling author. With his expertise in customer service, Shep helps companies deliver exceptional customer experiences. He has written for various publications, including Forbes, and his work has been featured in Medium, Jeweller Magazine, and Clayton County Register.
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Shep Hyken's focus is mainly on customer service, customer experience, and sales. His articles often cite data and provide expert commentary in the realm of human resources & employment. He would likely be receptive to pitches providing insights or data related to trends in customer service, employee needs, and the intersection of sales with customer experience.
Given his frequent use of data and expert commentary, Shep appears open to receiving input from professionals who can offer quantitative analysis or first-hand experiences within these domains. A pitch that includes relevant statistics or case studies may resonate well with him.
The geographic focus for Shep's coverage is not specified; thus it could be assumed that he has a global perspective regarding human resources & employment topics within the context of customer service and sales.
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By: Shep Hyken
Shep Hyken's Top 10 Business Books for 2024 Shep Hyken Each year I read dozens of business books.
While the incident could have ended with the explanation, the flight attendant decided to take personal responsibility. I went to the lavatory – a fancy word for bathrooms on a plane – and when I returned, there was a chocolate power bar on my seat. This was not the airline's food option. The flight attendant went into her luggage and gave me a power bar from her personal stock.
I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme:
The owner of the bakery shared his story and we both agreed that sometimes adversity could be the ... [+] fuel for a new, thriving business.
By: Shep Hyken
I've done a lot of business with this company over the past five years, and it's always been a great experience. About twice a year, they send out a survey. I've always shared glowing comments and high scores – until recently.
It rarely happens that three CXOs from three iconic brands get together to share what’s working, what they're excited about, and what they predict will be the future for CX.
How to handle angry customers is a topic I've covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? I've been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when there's a problem. Or maybe, as I've written about many times, the customer is more demanding. Unfortunately, when some people don't get what they feel they deserve, they get angry. So, how can we deal with those angry customers? Here are three concepts you must know and understand about how to deal with angry customers:
Shep Hyken's five customer experience predictions for 2025 and beyond. getty
It's the holiday season, and whatever holiday you choose to celebrate – or choose not to celebrate – gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do – and they won't cost a thing!
AI and human-to-human interactions are the best way to deliver an amazing customer service ... [+] experience. getty
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