Episode 60 – Customer Service Expert Shep Hyken Shares His Insights

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, and The Convenience Revolution.

Shep and I begin our conversation by discussing how leaders need to recognize that service and experience need to be embedded in the DNA of the company.

All customers really only want one thing – to be happy.

To make them happy, Shep details the  6 ways he suggests companies can stand out from the crowd…

  1. Reduce Friction
  2. Self-Service Solutions
  3. Use Technology if Appropriate
  4. Subscription Model
  5. Delivery
  6. Access

Shep stresses the importance of having a benchmark in place to measure progress and improvements against.

The goal of all of this work is to create loyal and repeat customers.

The first two things he urges business leaders should do after listening to this podcast are…

  1. Journey Map
  2. Look for opportunities to reduce friction and enhance the experience.

You can connect with and learn more about Shep by contacting him at…

Web: http://www.hyken.com

Mail: shep@hyken.com

Follow on Twitter: @hyken (https://twitter.com/#!/hyken)


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