By Shep Hyken What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service. Many […]
By Shep Hyken Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy, not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this […]
Years ago, when I was just starting to speak and consult on customer service, my friend Dr. Larry Baker shared this concept with me. Now the word abused may be a bit strong, but his point was well taken. For some customers, the pre-purchase experience is better than the post-purchase experience. My belief is that […]