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Customer Service Will Fix the US Economy
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

This is brilliant! Sometimes a great service and user experience is an "effortless" service. I love how easy Amazon makes it to do business with them. On their website they have a "one click" option to place an order. Now they've taken it to another level. I can't wait...

I'm not sure if Home Services is congruent with the Amazon model, but they know better than I. Bottom line is this: I trust Amazon, therefore I will trust who they have on their recommended list—and I think their customers will too. Knowing this right up front with a...

Another channel to communicate with the customer—or the customer to communicate with the retailer. Will it work? It's all about the tipping point. When enough people are using it, it makes sense. Otherwise, evaluate the demographics of your customer to determine if they would embrace the channel. If so,...

Effortless simplicity is a great goal. I ask my clients, "How easy are you to do business with?" Obviously, the easier the better. Just how easy can it get? I recently wrote about predictive consumption, where the retailer can predict when the customer will need what they sell and...

My first thought was, "They made their bed and they have to sleep in it."

Retailers have been giving discounts and sales to the point that the customer expects it—and will even wait because they know they are coming. They have trained the customer to expect the discount. They have...

I like the GWP concept. It is a perk. A bonus. An expression of appreciation. The approach of treating it as something special, versus just throwing it in a bag with the rest of the merchandise creates a perceived value (if done correctly).

I just ate at a restaurant last...

Consumers won't give retailers a bad "grade" for bad app performance (slow, functionality, etc.). They just won't use it. If it's hard to load or use, they just move on. And getting them back is tough. They've already experienced the problem. This doesn't necessarily mean they won't continue doing...

A good salesperson won't feel shame. No, they will feel confident. They know they have a good product that the customer needs. A good sales person will walk away from a sale that is "not right" for the customer. Otherwise, when the customer realizes they were "sold" something they...

Apple knows there will be competition. I'm sure that they have factored that into their projections. My guess is they were first to this dance, and will stay at the top for at least the near future. Just like an iPhone, their smartwatch is going to be what others...

Customers want to shop with confidence. Give them a liberal return policy and that just adds to the value proposition. You can compare it to Costco, as the article references, but I'd rather compare it to Nordstrom. While Target is a value priced retailer, they are working very hard...

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