GUEST POST from Shep Hyken There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the comp…
GUEST POST from Shep Hyken You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating a…
GUEST POST from Shep Hyken You need help. You call customer support. Nobody’s home! Actually, somebody is there. They just aren’t taking support calls. Someone at home—as in a corporate office—has decided to eliminate live, human-to-human customer supp…
GUEST POST from Shep Hyken One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much …
Starbucks Shows the Way GUEST POST from Shep Hyken There is a gap between the C-Suite and reality. Many leaders make decisions from their office, mistakenly believing that they understand what their company’s customers want and expect. One way to close…
Drum roll please… At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut? But enough delay, here are April’…
GUEST POST from Shep Hyken The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three …
GUEST POST from Shep Hyken On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a t…
The Answer in Three Charts GUEST POST from Robyn Bolton “Everything changed since the pandemic.” At this point, my husband, a Navy veteran, is very likely to moo (yes, like a cow). It’s a habit he picked up as a submarine officer, something the crew wo…
Drum roll please… At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut? But enough delay, here are March̵…
