Shep Hyken > Quotes

“The purpose of every business and organization is to get and keep customers.”
― Shep Hyken, The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

“If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.”
― Shep Hyken

“When you wrap up a task for someone who counts on you and/ or your team, why not take a moment to ask how it went? Why not ask, “Hey, how easy were we to work with?” In fact, why not ask them to rate you on a scale of one to 10 to let you know how hassle-free the experience of working with you or buying from you was? If you get any score less than a 10, then ask, “What would I need to do to get that up to a 10?”
― Shep Hyken, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

“Every Moment of Truth, even if it is a Moment of Misery, is an opportunity to create a Moment of Magic.”
― Shep Hyken, Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone

“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.”1 - JEFF BEZOS, CHIEF EXECUTIVE OFFICER, AMAZON”
― Shep Hyken, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty