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Customer Service Will Fix the US Economy
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Depending on the company, the problem starts in the hiring process. Hire the right people that have the right personalities and the right background to start. Then train them, which is the next problem. Companies may do a short customer service training when the employee is hired. But, any...

This is simple, in my mind. There are some very engaged customers who want communication from their favorite brands, as long as the communications is deemed appropriate. Like "beauty is in the eye of the beholder," so is the appropriateness of the communication. What is acceptable to one consumer...

Facebook is just another social channel, although it may be the most popular. If FB makes it difficult for brands to have a page and use it as a social tool, they will drop off. It will take a critical mass of brands willing to pay for this to...

The later a customer can order, the more likely the store will get the sale. And what retailer wants to miss out on that last opportunity to make a sale? For competitive reasons, stores will match what others are doing regarding shipping deadlines.

Unless it is weather related, we shouldn't...

The New Black Friday is the end of what we know as Black Friday. At some point Walmart—and probably the customer—will start calling it something else. Will it help Walmart achieve sales goals? It's different and very customer focused.

Competition will either follow, which means playing keep-up, try something different,...

Everyone knows what Best Buy is. People still may be confused over what RadioShack is trying to be, and the confused customer doesn't buy. The short view is to hope that the RadioShack commercials bring in customers. The long view is that it helps with their positioning in their...

Retailers taught consumers to expect to get what they want when they want it (GWTWWTWI). You can order it today and have it tomorrow—or even later today. You can order it online at home and swing by the store in an hour and it will be waiting. The retailers...

Price-matching Amazon seems to be the theme of the week. Walmart is recognized as a low price leader. To do that they have to be...low priced! That may mean matching prices. However, Amazon has one (at least) big advantage: they don't pay rent on retail space. Matching prices erodes...

Overstock is not the first or the last company that will go up against Amazon. However if Overstock is going to advertise (or should I use the word "promise") better/lower book prices than Amazon, they better honor that promise. The first time a customer finds out the prices aren't...

I love the Happy or Not monitors. Placed at the proper position the customer will provide a rating and the employees will know they are being rated. The studies the Happy or Not company provides prove that the ratings go up when the employees know they are being rated....

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