Shep Hyken is a Contributor at various esteemed publications. He specializes in customer service and experience, focusing on how businesses can enhance their customer interactions through innovative marketing technologies and AI solutions. Shep's insights have been featured in outlets such as Forbes, Yahoo Finance, and Hospitality Net.
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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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This article answers the question: What's the one thing most companies fail to do after receiving customer feedback?
Drawing on quotes from Charles Eames, Steve Jobs, and Walt Disney, the article argues that exceptional guest experience results from intentionally managing hundreds of small details, not singular standout moments.
The real secret to out-servicing your competition is recognizing that products are commodities and creating a customer experience, especially after the sale, that builds trust, validates the customer's purchase decision, and keeps them coming back.
Customers build their opinion of a brand through cumulative service interactions, not slogans, making every touchpoint a de facto brand promise that marketing alone cannot override.
By: Shep Hyken
Disney doesn't create great guest experiences by accident. It creates them by developing people who understand guests from the ground up.
One detail alone doesn't count, even if it is an amazing detail. It's the next one, and the next one, and the next one … Well, you get the idea. Customers judge us by the accumulation of dozens and hundreds of details, big and small. Taking this idea full circle, customer experience is simply the sum of every detail. Get enough of them right, and your customers will notice, remember, and say, “
Every leader must recognize how a company's mission and values drive culture and customer satisfaction.
Companies spend lots of money, sometimes millions, crafting slogans. In effect, these slogans are brand promises. The question is whether customers believe them. If the experience doesn't match the message, your customers will create a slogan of their own. Your marketing department may write your tagline, but your customers write your reputation. And if the experience is consistently disappointing, don't be surprised if the unofficial motto becomes, “We're not happy until you're not happy.”
Why are your customers not coming back? Companies spend a lot of time talking about customer service and customer experience (CX). They
Customer churn is often caused by inconsistent customer experiences. Learn why CX should focus on retention, consistency, confidence, and the experiences that make customers leave.
