Podcasts about amaze every customer every time

We're just one episode away from the big one — #500! As we wrap up this series, we're bringing in the best speakers we know to share their #1 piece of advice for speakers who want to get to the next level. These speakers are the best of the best — combined, they've booked thousands of gigs and made tens of millions of dollars in speaking fees. If you're serious about growing your speaking business, this is an episode you don't want to miss. In just 25 minutes, you'll learn:How to serve the people who hired you wellWhy you can make more money off the stage than on itWhy consistency matters more than you might thinkWhy you need to commit to coaching How to consistently over-communicateHow to harness the power of authenticityAnd much, much more!Get your notes app ready because this episode is full of advice you'll want to remember!In this episode, you'll hear from: Chris Ducker - Chris Ducker is a serial entrepreneur and author of the bestselling books, Virtual Freedom and more recently, Rise of the Youpreneur.Based in Cambridgeshire, Chris owns and operates several businesses, including the VA recruiting hub, Virtual Staff Finder and the personal brand education company, Youpreneur®. He is regarded as one of the top experts in the world on the subjects of virtual staffing and scaling an expert business. Chris has been a trusted international business coach, keynote speaker and podcaster since 2010 and currently spends most of his time mentoring successful entrepreneurs, as well as investing in and advising startup companies.Erick Rheam - Erick Rheam is a graduate of the United States Military Academy, West Point, New York. He spent five years as a Military Police Officer, nine years working for two municipally owned utilities, ten years in software efficiency sales, two years as the Director of Student Success for a professional speaking development company, and now he's a full-time professional speaker and author. Erick travels the country helping men and women cut through the whirlwind, so they can rise above the chaos to discover their significance and live in peace.Jamie Nolan - Jaime serves as the CEO/President of the National Speakers Association, a membership-based not-for-profit focused on helping speakers, authors, trainers, coaches and consultants to Build a Better Business and Be a Better Speaker. Jaime has a Masters degree in Industrial-Organizational Psychology, and is also a 2015 graduate of the EO Global Entrepreneurial Master's Program. She served as the President of the AMC Institute from 2012 – 2013, and was a member of the Board from 2005 – 2014. She also served on the Board of the Preeclampsia Foundation from 2016-2018. Jaime is a member of the American Society of Association Executives (ASAE) and Associations North.Jon Acuff - Jon Acuff is the New York Times bestselling author of nine books, including Soundtracks, Your New Playlist, All It Takes is a Goal, and the Wall Street Journal #1 bestseller Finish: Give Yourself the Gift of Done. When he's not writing or recording his popular podcast, All It Takes Is a Goal, Acuff can be found on a stage as one of INC's Top 100 Leadership Speakers. He's spoken to hundreds of thousands of people at conferences, colleges, and companies around the world, including FedEx, Range Rover, Microsoft, Nokia, and Comedy Central. He lives outside of Nashville, Tennessee, with his wife and two daughters.Matt Matkovich - Matt is an ultra-marathon running, College Board recognized school counselor with a master's degree in school guidance and counseling. Matt and Phil of M&P Presentations LLC are a nationally known motivational speaking duo who are high-energy experts in cultivating confidence and promoting positivity. Their mission is to further develop self-confidence in others, model a healthy lifestyle, and consistently promote positivity through high energy presentations, social media, and their #TrainofPositivity short films. Phil Januszewski - Phil is a tattooed covered, Netflix baking-show flopping, high school chemistry and physics teacher with a master's degree in teaching leadership and positive education certification. Matt and Phil of M&P Presentations LLC are a nationally known motivational speaking duo who are high-energy experts in cultivating confidence and promoting positivity. Their mission is to further develop self-confidence in others, model a healthy lifestyle, and consistently promote positivity through high energy presentations, social media, and their #TrainofPositivity short films. Shep Hyken - 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 "Amaze Every Customer Every Time," "Moments of Magic ," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.Episode Resources: Get Free Speaker ResourcesBook a Call with The Speaker LabCalculate Your Speaking FeeJoin The Speaker Lab Community on FacebookSubscribe on Apple PodcastsSubscribe on SpotifySee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep 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. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues—acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service. The conversation delves into various aspects of CX, including self-service options, the dangers of commoditization, and the future trends in customer experience.Quotes*”I call it the customer hierarchy of needs. This is what companies want customers to experience. At the base of that pyramid, just like Maslow's Hierarchy of Needs, you have products that do what they're supposed to do. But as you move up to the tip of the pyramid, you eventually get to fulfillment and emotional connection. And when you are emotionally connected to the brand, then you feel like, ‘Why would I want to go anywhere else? Why would I take a chance on anywhere else? I love the way this brand makes me feel.' That's emotion.”*”For AI to be effective, the customer has to enjoy the experience. In order to get the customer to enjoy the experience, sometimes you have to tell the customer that the experience is even there to begin with.”*”The Ikea effect, which has been around, is basically that somebody that puts together their own furniture feels more pride in it. So when a customer resolves their own issue, thanks to AI, They feel really good when an agent is able to use this type of technology to create a better experience for the customer. They feel great as well.”*”A part of customer experience is also being able to do damage and risk control. Number one, we must acknowledge the problem. Number two, we must apologize. And by the way, you can apologize first and acknowledge second. I don't care. As long as those two things start the conversation. Number three, understand what the problem is. You may have to ask questions, but you get to a point where you discuss the resolution. Either you're fixing it on the spot or you're discussing what's going to happen. Number four, the attitude that you must show that customer is one of you owning the situation, even if you're not in it. If you're not even the person that might take care of it, at least at that moment, you've got to make this customer feel like you're in control. And then finally, you act with urgency. Speed is really important. You need to get to the resolution as quickly as possible,”*”It's a byproduct of what happens when you start to go into a company and try to create a better product: Customer experience. You have to focus on your employee experience at the same time. And oftentimes a byproduct of working on an overall customer experience is employees become more fulfilled and you'll see turnover drop as a result. That's a very powerful thing because number one, you don't have to hire new people. And the cost of hiring and training is so high sometimes that it really makes financial sense to even try to barely impact the experience because the benefit to the internal experience is so strong.”Time Stamps[0:44] Spotlight on Shep Hyken: CX Visionary[1:43] Diving Into Shep's Book: I'll Be Back[3:33] The Power of Customer Loyalty and Experience[6:45] Shep Hyken's Journey into Customer Experience[8:09] Exploring the Evolution of Customer Experience[11:13] The Impact of AI on Customer Experience[13:14] Navigating Customer Experience in the Digital Age[22:03] Shep's Five Steps for Handling Customer Issues[24:59] Mastering Customer Service: A Real-Life Example[32:48] The Power of Customer Loyalty Programs and the Impact of Changes[36:39] Shep Hyken's Influence and Insights on Customer Experience[41:34] Predicting the Future of Customer Experience[44:15] Magic in Customer Experience[46:33] Shep Hyken's Impact on CXAbout our guest, Shep HykenShep 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 "Amaze Every Customer Every Time," "Moments of Magic ," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.In 1983 Shep Hyken founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA Anheuser-Busch, AT&T, AETNA, Abbot Laboratories, American Express - and that's just a few of the A's!Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled "You Are The Magic!" He is known for his high energy and entertaining content-rich presentations.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Shep on LinkedInLearn more about Shepard PresentationsConnect with Sohaib on LinkedInCheck out HGS

This week we had a great conversation with Shep Hyken, one of our excellent speakers at the show coming up May 8-10 in Las Vegas.   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.    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, Be Amazing or Go Home, The Convenience Revolution and I'll Be Back. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset.    Our conversation today is around just that. How can we make our operations better through the customer experience?

On this week's show, Aaron, Steve & Brandon go over a book by Shep Hyken called Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet. This was a book Brandon challenged the employees of West End Cigars to read and use these points in our cigar shop.

I'll Be Back: How to Get Customers to Come Back Again & Again by Shep Hyken About the Book: How do you build a business that thrives during good times and bad? Is there a strategy that can set your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone's job. Customer service is not a department. It's not just for people on the front lines. It's the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It's the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I'll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I'll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics, and strategies you need to get your customers to say, “I'll be back!” About the Author: Shep is a customer service and experience expert, and a New York Times and Wall Street Journal bestselling author. An award-winning keynote speaker who has been inducted into the national speakers association hall of fame, and his articles have appeared in hundreds of publications. Shep works with companies and organizations that 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, Be Amazing or Go Home, and The Convenience Revolution which was featured on episode 192 of the marketing book podcast in 2018 He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. Shep has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that's just a few of the A's! And, interesting fact - he does magic and card tricks, plays guitar, and is a die-hard St. Louis Blues hockey fan! Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/ill-be-back-shep-hyken

A Management View on how CX insights teams can become rockstars within the organization - by Shep Hyken Shep is an CX expert, an award-winning keynote speaker, and New York Times and Wall Street Journal bestselling author.  You are the author of Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, The Convenience Revolution, Be Amazing or Go Home, and his latest book, I'll Be Back.

Our guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  Shep works with companies and organizations that 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 "Amaze Every Customer Every Time," "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." Shep, KG, and David cover everything from designing an organization's purpose to how customer service has changed for the future due to the pandemic.-------Show Notes:(07:53) Learning customer service at age 12(11:02) “Without customers, you don’t have a business”(15:25) Marketing creates repeat customers; loyalty is a connection(18:49) Crafting genuine and transparent mission statements (21:46) Purpose statements in practice - lessons from the Ritz-Carlton and Disney(26:05) Creating mission statements that clearly articulate your values(29:51) Shep’s Six Simple Steps to Create a Customer Service Culture(31:52) Unpacking Step #3: Train It(37:16) The shortest customer service speech in the world(39:13) “I’ll Be Back - How to Get Customers to Come Back Again and Again” - Shep’s next book(43:55) Looking outside your industry for inspiration(45:15) Customer service is not a department, it’s a philosophy(47:23) Rapid Fire Questions-------Additional Notes:Purchase Shep’s BooksI’ll Be Back: How to Get Customers to Come Back Again and AgainThe Convenience RevolutionAmaze Every Customer Every TimeThe Amazement RevolutionThe Cult of the CustomerMoments of MagicThe Loyal CustomerBe Amazing or Go HomeShep’s Book Recommendations:The Effortless Experience by Matt DixonThe Experience Economy by B. Joseph Pine II and James H. GilmoreHow to Connect with Shep:https://hyken.com/ Shep’s Customer Service newsletterShep TV on YouTube-------Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

In this episode of The Thrifty Marketer Podcast, we will be discussing "Customer Experience Tactics for 2021 & Beyond with Shep Hyken, the leading Customer Experience, and Service Expert. 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 that 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. He is also the creator of The Customer FocusTM, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) Discussion How COVID19 impacted the world of Customer Experience Top trends and themes for Customer Experience in 2021 and beyond The role of employee experience in delivering an exceptional Customer Experience Empathy & CX - Shep's thoughts on how organizations can embrace the same ROI of CX - Shep's thoughts on how to measure ROI of CX investments Shep's top 3 tips for organizations for making CX their competitive advantage Key takeaways from Shep's books "The Cult of the Customer" and "The Convenience Revolution" And more. Listen in for some amazing insights on Customer Experience. For more such episodes, follow The Thrifty Marketer Podcast at https://bit.ly/2EN15cJFor SMB marketing tips, visit https://bit.ly/3hHaj8V Hosted on Acast. See acast.com/privacy for more information.

Matt finds the best leadership principles to help lead your school from Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by Shep HykenPrinciples uncovered by Matt:1 - Create moments of magic2 - After creating moments of magic - every person you interact with is a customer3 - Moments of magic leave cluesHere are some additional resources supporting our mission.Episodes, Feeback, Show Notes & more - www.elevateschool.usFacebook Group LinkedIn GroupConnect with Matt on LinkedInConnect with Kevin on LinkedInComments or Questions? - kevin@theSMARTsub.com

Welcome back to the Hospitality Reputation Podcast. I have a holiday season gift for you. This episode is a conversation with one of my favorite Customer Experience authors, Shep Hyken. I've already read Be Amazing or Go Home, and Amaze Every Customer Every Time. I'm currently reading The Cult of the Customer and The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty will be next. I highly recommend you follow Shep Hyken for continuous inspiration as well as following us here at the Hospitality Reputation Marketing Podcast: Get Great Reviews.  In this episode we discuss:  The success of French Laundry and Daniel, the #1, and #2, rated restaurants in America according to the 2020 Best of the Best Tripadvisor Travelers Choice Awards.  The importance of repetition and daily devotion and excellence in every task. Every contribution to the team is critical for an organization to succeed.  How grand gestures and empowerment create the legendary service Ritz Carlton is known for.  How even the smallest gestures of kindness and compassion, when executed with care can leave a guest or customer with a lasting positive impression.  How permitting teams to miss the mark on occasion without fear, also gives them the freedom to reach for the stars and achieve amazing results.  Shep explains the philosophy, It takes one to say yes, but two to say no.  Don't miss this wonderful conversation with Shep Hyken and Adele Gutman Milne. If you have any questions on how to implement a culture of caring, collaboration, and continuous improvement at your workplace, please feel free to contact us personally on the Aspire Reputation Marketing website or via LinkedIn.

My guest this week is Shep Hyken. Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a speaker and bestselling author, 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 Wall Street Journal bestseller The Cult of the Customer, the New York Times bestseller The Amazement Revolution and, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenient Revolution. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset. Get Shep's Books Here: https://amzn.to/2YLzRdu --------------------------- How To Start a Podcast The Easy Way (Course): https://bit.ly/2BALE6a MSM Podcast Equipment Recommendations: https://amzn.to/3efWNrh More tools at: https://www.marketstreet.media/tools This podcast is part of the Market Street Media Podcast Network. Market Street Media is Podcast Studio and Media Coaching/Consulting firm in Johnson City, TN. Learn more at http://www.marketstreet.media Email us at: marketstreemediahq@gmail.com Follow Market Street Media on Social Media and Streaming Channels Facebook - http://bit.ly/MSMJCFacebook Instagram - http://bit.ly/MSMInstagram YouTube - http://bit.ly/MSMJCYouTube Twitch - http://bit.ly/MSMJCTwitch Twitter - http://bit.ly/MSMJCTwitter Marketing That Works Podcast - https://anchor.fm/drew-bedard Get a Free Book: Get the Traffic Secrets Book from Russell Brunson for Free - https://bit.ly/MSMFreeTrafficSecretsBook2 Email Marketing: GetResponse - Click Here to Get A Free 90 Day Course - http://bit.ly/GetResponseDealMSM SEM/SEO SEMRush - Great Offers - http://bit.ly/MSMSEMRushOffer --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/drew-bedard/message Support this podcast: https://anchor.fm/drew-bedard/support

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 "Amaze Every Customer Every Time," "Moments of Magic ," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.

Shep Hyken is a customer service/experience expert and keynote speaker. He is the New York Times bestselling author of seven books, including Moments of Magic®, The Cult of the Customer, Amaze Every Customer Every Time, and The Convenience Revolution. He also created The Customer Focus™, a customer service training program. In this episode, Shep teaches business leaders and owners the importance of creating a customer service culture.   “I want you to think about being convenient for your customers. Be easy to do business with, eliminate friction, find the interaction points, again, those moments of truth.” – Shep Hyken   Why you have to check out today’s podcast: Learn how to create an amazing customer service experience Know why customer experience is your business’ single biggest competitive advantage Discover how to make your customers no longer compare you to your competitor as they compare you to the best service they ever had from anyone. Learn More about the 3X Value Growth™ Model Go to www.3xvaluegrowth.com/model   Episode Takeaway:  Typical Symptoms Of That Problem For Businesses That You See Them Experiencing Or That They Talk About That Makes Them Realize They Need Help with Their Customer Service Culture There has to be the measurement in place. You can’t manage what you don’t measure. We could look at customer satisfaction scores, for example, what are those scores? We can look at churn. How often do we do business with a customer and then we never hear from them again?  If you want to call it a number or a stat, does the customer come back? Because that’s really what we’re focused on.  Loyalty being about the next time every time. What are we doing now to make sure that the customer comes back? Resources|Links   https://hyken.com/blog/   Connect with Shep Hyken https://hyken.com Facebook Twitter Linkedin Contact Shep (314) 692-2200

This episode features Shep Hyken, author of Amaze Every Customer Every Time as he explores the demanding and important world of customer service, and how stellar service can elevate a company from good to great using Ace Hardware as the model of great. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 Be Amazing or Go Home. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! Shep has his seventh book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, releasing this October. You can learn more about here: www.BeConvenient.com. Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix Follow Shep Hyken on LinkedIn: https://www.linkedin.com/shephyken/ Follow Shep Hyken on Twitter: @hyken Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary

Welcome to episode #637 of Six Pixels of Separation.  Here it is: Six Pixels of Separation - Episode #637 - Host: Mitch Joel. I got to finally meet Shep Hyken last year at the massive NAMM music trade show. We wound up hanging out for a few days, and I then got to see Shep in action. He doesn't just talk about great customer service, he gives it... and he lives it. He's a magnet to business people, and he does his best to help companies make every moment with their customers count. What does great customer service and experience look like? Check out his just-published business book, The Convenience Revolution. He is also the author of Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, and Be Amazing or Go Home. If that were not enough, he also created The Customer Focus, a customer service training program. Enjoy the conversation.... Enjoy the conversation.... Running time: 52:43. Hello from beautiful Montreal. Subscribe over at iTunes. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Shep Hyken. The Convenience Revolution. Moments of Magic. The Loyal Customer. The Cult of the Customer. The Amazement Revolution. Amaze Every Customer Every Time. Be Amazing or Go Home. The Customer Focus. Follow Shep on Twitter. This week's music: David Usher 'St. Lawrence River'.

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 and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)

Listen as Episode 180 shares insight behind the MASSolutions No BS Keynote & Workshop.Dave has recently been traveling more across the country for VISTAGE, the world's leading advisory and executive coaching organization. This summer, our message has traveled from coast-to-coast: from California to Florida!This episode highlights what Dave has noticed from attendees, particularly the different mindsets and philosophies between those engaged in Marketing or Sales.Regardless of the industry that you are employed in, listen to this podcast from on the road as we dig deeper into how different business professionals think in the short or long term.Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

In Episode 174, Ken Staut, returns for Part 2 of the No B******t Marketing Show!In Part 1, Dave and Ken converse about the road to creating GrowthFountain, an SEC-registered funding portal based in New York City.The show continues today with Ken talking about how adversity pushed him to pursue an MBA at Columbia University, which he leveraged to become more competitive.Upon returning to the financial sector, Staut shares his experiences during the Financial Crisis of 2008. As a Senior Investment Professional at a major hedge fund in New York, he explains how he overcame the events surrounding the industry.Upon leaving the firm, which managed 800 million in assets, Ken explains how he was able to create Tiburon Capital Management as a partner. His firm was eventually acquired by a company in Atlanta, which led him to start his dream, GrowthFountain.Dave and Ken also converse about his mentors over the years, and he confirms the truth behind the Showtime hit-series, Billions!Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

Listen as guest Ken Staut, the CEO of GrowthFountain, an SEC-registered funding portal based in New York City, joins the No BS Show!Staut talks about growing up in the South Hills of Pittsburgh and moving on to Dickinson College where he earned a Bachelor's in Economics.After graduation, he knew his passion for Wall Street would take him to New York, where he found a job at a start-up hedge fund. From gaining experience at the fund, Staut then returned back to business school to earn an MBA from Columbia University, an ivy-league school in Manhattan.Next, he earned a position as a senior investment professional in New York City, where the firm managed 800 million in assets. He then went on to create Tiburon Capital Management as a Partner, where the company was eventually acquired and he went on to start GrowthFountain.Ken talks with Dave about historic and personal stories within the financial sector, explains when he was a BS employee, and shares an important tool for listeners!Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

Listen as this episode features a compilation of original episodes from Dave interviewing his colleagues on the No B******t Marketing Show.Dave highlights his "Cut the BS" segment of the interviews in this episode, where different guests share examples of when they have experienced occurrences of BS in the workplace throughout their careers.Episode 172 features: Mark Marmo CEO, Deep Well Services Ed Wietholder President, Strength Fitness & Speed David Sweet President, MECCO Marking & Traceability Michael Gatti Director of Operations, MASSolutionsAre you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

Listen as Dave continues with Part 2 of his interview featuring guest Shep Hyken, an expert in the world of customer service.In Episode 169, Shep walks Dave through his amazing career path, and they discuss examples of great and not so great customer service experiences.Hyken has authored multiple books, while The Amazement Revolution was a USA Today and Wall Street Journal bestseller. In Part 2, Dave converses with Shep about the road to achieving his dream as becoming a Hall of Fame speaker, and the process of writing multiple books over the years.Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

In Episode 169, Dave talks with Shep Hyken, a pioneer in the art of customer service.Shep is a customer service expert, author, and speaker. One of his books, The Amazement Revolution, was a bestseller. But that's only part of his amazing story.He's the author of several other books that offer advice about retaining customers like Moments of Magic which leverages his more than twenty years' of experience in customer service.He's also achieved CPAE status, The National Speakers Assoc.'s Hall of Fame designation for lifetime achievement in the professional speaking industry.Dave and Shep walk through his amazing career path and discuss examples of great and not so great customer service.Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.

Shep Hyken is an author, amazer and consultant on customer service. Shep began his customer amazement at the ripe age of 12 with his magic shows and tells us how some early lessons from his parents shaped his career. We talk Amazon, Netflix, Nordstrom. Shep tells us how customer amazement is a philosophy and not a thing you just do. Packed with some great anecdotes, this is a great conversation. For more on Shep and customer amazement be sure to visit www.Hyken.com and check out Shep Hyken titles such as ‘Amaze Every Customer Every Time' The Amazement Revolution and The Cult of the Customer, all available here and listed here. Also check out Hyken.com,  Shep TV and the online courses available here.

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 and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences. What you’ll learn about in this episode: Shep’s background How to get great feedback (and how to understand feedback that you’re not being given) Why your job is not the product or service you create The six steps for creating a customer-focused culture What you can learn from Walt Disney about great customer service Why everyone in your company is your internal customers (and why you must treat them as such) Learning from Zappos CEO Tony Hsieh’s 10 core values that their culture is built upon Why you need to create a journey map for the journey you want your customers to take Thinking outside to take away customers’ complaints Why you need to make it easy for your team to succeed (and how that ties into having a clearly defined mission) The difference between learners and successful learners Why you must act and behave like you want others to act and behave Shep’s virtual training course Ways to contact Shep: Shepard Virtual Training: www.shepardvirtualtraining.com Website: hyken.com

Shep Hyken is a customer service expert, professional speaker, and bestselling author who 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" and the Wall Street Journal and USA Today bestsellers, "The Cult of the Customer" and "The Amazement Revolution," which was also recognized as a New York Times bestseller, and, his latest book, "Amaze Every Customer Every Time." He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset. Secret – timesaving technique Shep is handed tomorrow's schedule today -- have a daily plan -- and delegate the creation of that plan out to people better at creating it than. ONWARD! Daily habit that contributes to success Use a "daily reflector" -- Shep uses a daily planner and writes down something good that happened to him today, both personally and professionally. Could have ruined your business – but now – an invaluable learning experience Shep's company was sold and his job was gone -- and Shep tells the whole story here. Most critical skill you think business owners need to master to be successful "Delegation." Most influential lesson learned from a mentor "The job isn't doing the speech -- it's getting the speech."   Final Round – “Breaking Down the Recipe for Success” What systems would you go back and put into place sooner? I would have written a book much sooner -- I don't know if I was capable at that time -- but it would have helped my credibility. What one strategy or “recipe” would compound into big wins for business owners? Get everyone into alignment through communication. How to exceed expectations and add the most value? An individual would love their job. What strategy would you recommend new business owners focus on to best ensure success? Love what you do Surround yourself with really, really smart people -- both mentors and employees Create a 10-year plan How best to connect with Shep: Website: hyken.com LinkedIn: linkedin.com/in/shephyken YouTube: sheptv.com Twitter: @Hyken   You can also find us here: ----- OnwardNation.com -----

Episode 38 - Shep Hyken discusses his book Amaze Every Customer Every Time and tools to deliver the most amazing customer service on the planet. Shep is the Wall Street Journal and New York Times best-selling author of The Cult of the Customer, The Amazement Revolution and others. He was inducted into the National Speakers Association Hall of Fame. Stay tuned after the interview for five action items you can do to take advantage of the ideas and advice in this interview, and hear some listener shout-outs in the second half. Host, Kevin Craine   @Everyday_MBA

Shep Hyken, the Customer Experience Expert and Chief Amazement Officer of Shepard Presentations, joins the podcast to talk about fusing disparate elements of customer service into one holistic whole. Realistic Customer Amazement Shep’s advice for a stellar customer experience? Foster moments of customer amazement grounded in realism. Any company can do this, Shep says, and you don’t have to create clever, fantastic, or over the top productions. “The amazing companies are just a little above average—all of the time.” In his book The Amazement Revolution, Shep outlines some of his favorite strategies to create those ‘wow’ moments. Want a taste? Shep’s favorite strategy is to foster a membership mentality, like a gym or country club membership. Create loyalty, Shep says. Create that VIP experience for your customers. Know who they are. Call them by name. Add personalization and connection. This will bond your customers to your brand and create loyalty. How can you shift the culture of your company to a customer-centric model? Want more strategies, case studies, and tools to create a dynamic customer experience? Tune in! Shep Hyken: The Man, The Myth, The Legend of Customer Experience Experts Not only is Shep the Customer Experience Expert and Chief Amazement Officer of Shepard Presentations— he's also New York Times and Wall Street Journal Bestselling Author, and an inducted member of the National Speakers Association’s Hall of Fame for Lifetime Achievement in the Speaking Profession. Shep works with companies and organizations of all sizes who want to build loyal relationships with customers and employees. His books include Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, and Amaze Every Customer Every Time. He founded Shepard Presentations in 1983 and since then has been known for his high energy presentations that always include humor and a little bit of magic. Connect with ShepLinkedInTwitterwww.shepondemand.comwww.hyken.com Related Content Shep's books:Amaze Every Customer, Every TimeThe Amazement RevolutionThe Cult of the CustomerThe Loyal CustomerMoments of Magic Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is a one-stop training guide for anyone who works with customers. Be Your Customers Hero covers customer service from beginning to end. In HERO, you will learn some of Adam’s favorite tips and tricks for winning the mental game of service, for communicating in ways that set you up for success, and of course, for working with difficult customers. Get a copy for yourself or for your whole team. Bulk discounts are available. Learn more here. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken is a customer 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. He is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.

Shep Hyken says, "You can't manage what you don't measure." Learn to measure and improve the strong and weak links in what Shep calls your Patient Journey Map.   Shep Hyken is a customer 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 and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.     www.hyken.com   Phone: 314-692-2200   email: shep@hyken.com

Norm Blumenthal an attorney for workers and consumers   Dr. Mike Woo-Ming much in demand internet business consultant and entrepreneur. Once working a full-time income as a Mayo Clinic trained physician, Dr. Mike built a passive income by starting his own internet business while still maintaining a 60 hour work week  Maria Speth shareholder with Phoenix based law firm Jaburg & Wilk .She is an expert in intellectual property law and Internet law.  She helps her clients protect their intangible assets and litigates copyright, trademark and patent infringement lawsuits  Sue Hines “The Entrepreneur's Astrologer” and CEO of Aspects Galore. A life-long seeker and student of the art of finding meaning and purpose in life, Sue applies three decades of experience in marketing and consulting to help entrepreneurs find the center and bring out the best in their brands.    Barry Nalebuff co-founder with Seth Goldman of HONEST TEA, and co-author of Mission in a Bottle: The Honest Guide to Doing Business Differently- and Succeeding  Shep Hyken author of Amaze Every Customer Every Time. He is a New York Times and Wall Street Journal best-selling author known for his change-driving business books and award-winning presentations