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Shep Hyken

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken

How to Gamify Your Customer Experience

Recently I’ve been writing about how some companies are engaging their customers (and their employees) by gamify customer experiences.  This is known as “gamification,” which by Wikipedia’s definition is “the use of game-thinking and game mechanics in non-game contexts in order to engage users.” … Read more

Shep Hyken: A Tale of Two Stores

“It was the best of times, it was the worst of times…”  These are the opening words from the classic Charles Dickens novel A Tale of Two Cities.  Substitute the words times for the word stores and you have the beginning of a customer service nightmare.  One that loses customers, causes bad word-of-… Read more

The Loyal Customer: Top Twenty Ways to Kill Customer Loyalty

This customer service tip focuses on the loyal customer, one of the coveted bi-products of delivering good customer service. Yet good – even great – customer service by itself will not create a loyal customer. It takes more, such as quality, reliability, and dependability. On the flip side, it… Read more

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