Shep Hyken

"Satisfaction is a rating. Loyalty is a brand."

- Shep Hyken

"In customer experience, the little things are the big things. Pay attention to every detail."

- Shep Hyken

"If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers."

- Shep Hyken

"I believe customer service doesn’t cost — it pays. Just like advertising earns money by bringing people in, customer service pays by bringing people back."

- Shep Hyken

"Make every interaction count. Even the small ones. They are all relevant."

- Shep Hyken

"Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us."

- Shep Hyken