Shep Hyken is the Chief Amazement Officer of Shepard Presentations and a customer service and customer experience expert. He is a National Speakers Association Hall of Fame speaker and a New York Times and Wall Street Journal best-selling
Guest post by Daryna Lishchynska With so many tools available, it may be tempting to throw customers to a fully-automated customer service system. But doing so may make them feel alone and unappreciated, so using customer service automation is a
In order to encourage people to #stayathome during the COVID-19 pandemic, I’ve compiled a list of my favorite books, board games, and household necessities for you to peruse. I’ve launched my own Amazon Storefront which will be continually updated. Please
America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.
Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]
Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that