By Shep Hyken A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the […]
That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley (@IanSpindley) responded with the following comment: What Ian is saying is that there are different departments working on the customer’s journey. From marketing, which positions the company in the marketplace, to communications, which pushes the message out further, […]
By Shep Hyken I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within […]
By Shep Hyken You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m […]
By Shep Hyken The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just […]