By Shep Hyken It’s morning and you’ve just had breakfast. What are you going to have for dinner? In the U.S., 49 percent of people do not know what they are going to have to dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was […]
By Shep Hyken I recently had the good fortune to meet Frankie Saucier, the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to […]
By Shep Hyken Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Recently, I was sitting next to someone […]