Podcasts about chief amazement officer

Shep Hyken, Chief Amazement Officer of Shepard Presentations, customer service and experience expert, author, and speaker, explains why when it comes to good customer service, it takes one to say yes, but two to say no.Hear Shep's full interview in Episode 13 of The Action Catalyst.

Shep Hyken, Chief Amazement Officer of Shepard Presentations, customer service and experience expert, author, and speaker, explains the true meaning of being "helpful", why it takes one to say yes, but two to say no, finding moments of magic, misery, and mediocrity, and the handy index card trick for your staff.

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

In this Greatest Hits episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations. On the show, Shep and Lauren discuss the importance of building an emotional connection with your customers, how crucial it is to give your customers the service they expect, and why companies need to avoid obsessing over longevity and instead focus on the next time, every time. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and has worked with a plethora of companies to help them build deep, loyal relationships with their customers and employees.

Welcome to our latest episode featuring renowned customer service/customer experience expert and the Chief Amazement Officer of Shepard Presentations, Shep Hyken, diving into the dynamic world of AI, technology, and their impact on customer experience. Discover insightful strategies and expert perspectives that are shaping the future of customer service!   Chapter Stamps:   Martec's Law & Tech's Rapid Pace [00:00:00 - 00:01:00] Balancing Innovation & Service [00:15:00 - 00:16:30] Chat GPT & Customer Support [00:15:30 - 00:17:00] AI Enhancing Customer Experience [00:16:30 - 00:18:30] AI Adoption Challenges [00:16:58 - 00:18:20] Practical Chat GPT Applications [00:18:30 - 00:20:00] Customer Time Sensitivity [00:20:00 - 00:22:30] Mindset for Success [00:24:00 - 00:26:00] Gratitude & Positive Awareness [00:26:00 - 00:28:30] Conclusion & Farewell [00:28:44 - 00:29:16]   Pullout Quotes:   "Innovation and technology are changing at such a rapid pace that if companies don't keep up, they'll have to start over—it's happening that fast." "24/7 customer support is an expectation today. Chat GPT technology makes it accessible even for the smallest companies." "The best companies find the balance between human interactions and digitally driven technology—melding AI tools to amplify the customer experience." "Customers expect quick responses. The 'Amazon effect' has conditioned us to want things rapidly." "Saving customers time equals saving the relationship. Anything less creates friction."   Social:   Website: https://hyken.com/ Linkedin: https://www.linkedin.com/in/shephyken/ Youtube: https://www.youtube.com/@ShepHykenSpeaker Facebook: https://www.facebook.com/ShepHykenSpeaker/ Instagram: https://www.instagram.com/shephyken/ X: https://twitter.com/Hyken     Disclaimer: Please be aware that the opinions and perspectives conveyed in this podcast are solely those of our guests and do not necessarily represent the views, ideologies, or principles of Super Entrepreneurs Podcast, its associated entities, or any organizations they represent or are affiliated with. 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The quality of the customer service experience that you provide is equally as important as the quality of the work that you produce. On the show today I talk with customer service expert Shep Hyken about how to create a truly remarkable customer service experience in your business.  Customer service is not simply a department within your business, it's a philosophy that should permeate every step of your customer service journey. Every single interaction between your business and your client speaks to the level at which you care for your client. Be intentional to meet client expectations in all of these interactions to show that you care. This type of customer service will lead to more loyal customers than you would ever imagine! Key Takeaways  The quality of what you produce means nothing if you have no clients to pay for what you produce. Care more about the client rather than making the sale. This will lead to healthy, loyal relationships and also to more closed deals. Become service aware and evaluate every client touchpoint in your business to make sure you are meeting client expectations. Meeting expectations every time will create a truly remarkable experience for your client. About 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 of eight books and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. His articles have been published in hundreds of publications, including Forbes, and he has been quoted in the New York Times, Inc, Real Simple, Wall Street Journal, USA Today, and more. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. In This Episode [00:00] Welcome to the show! [03:09] Meet Shep Hyken [05:47] Where to start with customer service [10:24] Great customer service within healthy boundaries [14:34] How to stand out [19:28] Importance of a CRM [21:23] Be aware of opportunities [25:47] Using video to create amazing customer service experiences [28:21] Human centered communication [37:53] Connect with Shep Hyken [38:16] Outro Quotes  “Being intentional means you're aware of the opportunities you have to create that experience.” [07:39] - Shep Hyken “Customer service is not a department, it's a philosophy.” [15:16] - Shep Hyken “Nobody ever became truly successful by being mediocre and average” [16:51] - Shep Hyken “It's not about being over the top. It's about doing and meeting the expectation” [17:29] - Shep Hyken Links  Get the The Lead Machine: Website Checklist for Filmmakers FREE Workshop Available "How to Consistently Earn Over $100k Per Year in Video Production While Working Less Than 40 Hours Per Week" Join the Grow Your Video Business Facebook Group  Find Shep Hyken online  Read The 2023 ACA Study Connect with Shep Hyken on LinkedIn Follow Shep Hyken on Instagram | Facebook | Twitter Follow Ryan Koral on Instagram Follow Grow Your Video Business on Instagram What's your question for the podcast? Share a video or audio response! Check out the full show notes page If you haven't already, we'd love it if you would take 1 minute to leave us a review on iTunes!

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?

Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC, joins us to share insights on creating a frictionless customer experience, the concept of amazement, and customer experience KPIs every company must measure.

For the first ever episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations, LLC. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and has worked with a plethora of companies to help them build deep, loyal relationships with their customers and employees.

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.  Ask yourself this: What am I doing right now with this customer to make sure that they'll come back to me and not my competitor next time?  In this episode of our Human-Centered Communication expert series (which originally aired on September 3, 2021), Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.  Join us as we discuss: Why customer service is a philosophy of mind How to differentiate between repeat business and loyalty What the common loyalty killers are How to hire to avoid apathy Ways to leverage presentation skills to define success  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Shep Hyken is the Chief Amazement Officer of Shepard Presentations, an NYT bestselling author, and keynote speaker who helps companies deliver amazing customer service experiences. His latest book is called I'll Be Back: How to Get Customers to Come Back Again and Again which talks about operationalizing a great experience that gets customers to tell sellers, "I'll be back." Shep discusses how to deliver exceptional customer service throughout the buyer's journey, deliver that consistently, and ultimately produce loyal customers.    HIGHLIGHTS ● The moment of truth: Create a positive experience for customers ● Customers remember you through Peaks and Ends ● Loyalty and operationalizing a great customer experience ● Know your script well enough to go off-script   QUOTES Shep: "Customer service is not a department, it's a philosophy. It's part of everybody's job, whether it be an internal customer or external. But for a salesperson, the salesperson's job is to build a relationship, to create an experience that makes the customer say ‘Hey, I want to do business with you'.” Shep: "This is what we're looking for—service sensitivity or service awareness. We want people to recognize the opportunities they have to create that positive experience." Shep: "We need to know our material, our sales pitch if you will, so well that we can go off-script when the customer decides to ask a question that maybe no other customer has ever asked before or in a way that allows us to really get a little bit more information and insight from the customer so that we can do a better job of refining the rest of that pitch to meet their needs."   Find out more about Shep in the links below: ● LinkedIn: https://www.linkedin.com/in/shephyken/ ● Website: https://hyken.com/   More on Andy: Connect on LinkedIn Get Andy's new book "Sell Without Selling Out" on Amazon Learn more at AndyPaul.com   Sponsored by: Revenue.io | Unlock exponential growth with an AI-powered RevOps platform | Revenue.io Scratchpad | The fastest way to update Salesforce, take sales notes, and stay on top of to-dos | Scratchpad.com  Blueboard | World's leading experiential rewards & recognition platform | Blueboard.com Explore the Revenue.io Podcast Universe: Sales Enablement Podcast RevOps Podcast Selling with Purpose Podcast

"The satisfied customer is not a loyal customer. They're just satisfied for the moment." Howard is joined by the Wall Street Journal bestselling author, Experience Expert who has spoken in all over the world and the Chief Amazement Officer at Shepard Presentations, Shep Hyken. Shep walks us through the ins and outs of how to amaze customers. He argues that amazement is not triggered by an over the top experience, but a predictable experience that is always better than average. Even when we want to give our customers the best experience, some businesses are forced to skimp on it due to supply chain issues, employee issues and more. That's called "skipmflation." Learn more about that and more in this episode of Winning Digital Customer the Podcast. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. Follow me on: Linkedin: https://www.linkedin.com/in/tiersky/ (https://www.linkedin.com/in/tiersky/) Website: https://www.from.digital/ (https://www.from.digital/) Twitter: https://twitter.com/tiersky (https://twitter.com/tiersky)

Does customer service ever feel extraneous to you? Does it seem like too much effort and too lofty a goal for your busy work week? How can you achieve amazing service and why should you bother? Our guest this week is Shep Hyken, Chief Amazement Officer of Shepard Presentations, and an award winning author, speaker, and consultant on customer service. Shep and I have a really fun back-to-basics conversation about customer service in the legal field. Shep has consulted for firms huge and small, and has so much great insight on how you can achieve a high level of service in your own business.  More importantly, we discuss WHY you should focus on service delivery, namely that your service is being compared to great brands in peoples' everyday lives, not just other law firms. You need to rise to a higher level of service than you may realize, and making your service delivery AMAZING might be easier than you think. Shep and I are largely aligned in our approach to client service, but we differ enough to make this a fun chat. Find Shep at https://hyken.com and on Twitter at http://twitter.com/Hyken and LinkedIn at http://www.linkedin.com/in/shephyken ----- FiveStarCounsel.com Get our FREE client service whitepaper! Join the Five Star Counsellors FB Group: https://www.facebook.com/groups/1575616019297055 Here's a link for you to get 20% off your first year of using TextExpander! - https://fivestarcounsel.com/textexpander

Nearly half of us would rather go to the dentist than call customer support. At heart, it's a trust issue, and consistency and predictability lies at the core of great CX. Hear our conversation with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC: - Why customer experience and customer expectations must be equal - What “skimpflation” is and how brands should respond - How to use chatbots seamlessly and effectively for great CX More information about Shep and today's topics: - LinkedIn profile: https://www.linkedin.com/in/shephyken/ - Company website: https://hyken.com/ - I'll Be Back by Shep Hyken Ready to rethink what's possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts.

In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Shep Hyken, Chief Amazement Officer, Speaker, Author, and Writer at Shepard Presentations. Shep shares valuable insights about the impact of automation on customer service and customer experience.

Improving customer service is a vital part of growing any business. After all, the lifeblood of any company is repeat customers. As many as 70 percent of customers say they'll spend more with companies that provide excellent customer service. In a market where it's easier than ever for customers to take their money elsewhere, how can you improve your customer service?   In this episode, we talk to Shep Hyken, CSP, CPAE. He is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies that want to develop loyal relationships with their customers and employees. He is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution and The Cult of the Customer.   Shep shares about his journey and how he started his personal and professional development, the common mistakes organizations make with their customer care services, and some of the steps you can take today to make great customer service culture in your organization.   Key Highlights [00:42] Shep's views on Spectrum's customer service experience [01:16] How Shep connected with Jason Selk [02:05] Getting started in personal and professional development [04:15] What has changed in the world of the customer care department [08:59] Why organizations overlook customer service [12:32] Customer service is not about the frontline people [16:23] Dealing with unhappy employees [20:13] Becoming a destination employer [21:29] Dealing with already upset customers [26:12] Customer service solutions [34:31] Creating a customer-focused culture [36:37] The power of gratitude [39:44] The only fans inquiry: The magic trick [43:59] Connect with Shep Notable Quotes My best coaches and mentors were actually my parents. Customer service is not a dep[artment. It's part of the culture. Every single person in your company, no matter how big or small your organization is, has some impact on that end experience the customer has. If you take care of people on the inside, they're going to take care of people on the outside. Herb Kelleher, the first CEO of Southwest Airlines, when he was asked which is more important, your shareholders who invest in you? Your passengers who pay money? Or the employees? He said the employees. Because “if the employees are happy, then they will take care of the passengers who will fly on the airline again and will then make the shareholders happy. You can't wow a customer but you can amaze them all the time. Most of the clients that call me, don't need help. They want sustainability. Leaders have to demonstrate what they want everyone else to do. Resources Connect with Shep Hyken Customer Service Speaker | Shep Hyken Keynote Speaker Shep Hyken: Customer Service & CX-Expert - YouTube Mentioned Resources I'll Be Back Book | Shep Hyken Customer Service Expert How to Master the Art of Selling: Hopkins, Tom Moments of Truth by Jan Carlzon

In this episode of Getting to Aha!, Darshan Mehta is joined by Shep Hyken, Chief Amazement Officer at Shepard Presentations, and New York Times bestselling author of eight books. They talk about Shep's understanding of insights and chat about his many aha! moments. They also discuss the factors that make for an amazing customer experience, the linkage between happy customers and employees, companies' manner of approach to dealing with customers, and a lot more.

In this mini-episode Shep Hyken tell us the 6 steps to have your customers saying "I'll Be Back!"  From his most recent book Shep sums up what it takes to be succesful creating loyal customers that will come back again and again to do business with you!  If you enjoy this short teaching episode make sure to listen to our full length podcast with Shep as well. hep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies that want to develop loyal relationships with their customers and employees. He is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution and The Cult of the Customer.

Laurie Millotte is the Founder and Chief Amazement Officer at Outshinery, a company that helps wineries of all sizes access high-quality, ready-to-use product photography and videos. A problem-solver at heart, Laurie created Outshinery after observing how wineries were missing out on sales and distribution opportunities due to a lack of quality visual content. Now, she's working with over 1,500 brands across 16 countries to ramp up sales using pixel-perfect bottle shots.  In this episode… Wineries often neglect the marketing aspect of brand strategy due to the common misconceptions that marketing is all about influencers, discounts, and aggressive ad exposure. However, Laurie Millotte says that there's no shortage of wine, so your packaging, marketing, and brand representation are crucial to your success. For Laurie and the team at Outshinery, image is everything. That's why they're taking the hassle out of bottle photography and bringing the best strategies straight to you. Through their customized, cost-effective solutions, Outshinery is helping wineries elevate their marketing strategy and grow exponentially.  In this episode of VINTed, Scout Driscoll is joined by Laurie Millotte, the Founder and Chief Amazement Officer at Outshinery, to talk about using compelling wine photography to boost sales. Laurie discusses why bottle photography is so important, how she's working to diversify the wine space, and the exciting projects she's planning to launch this year. Plus, Laurie shares how you can try Outshinery for free!

Shep Hyken is a Customer Service and Experience Expert and the Chief Amazement Officer at Shepard Presentations. He has presented keynote speeches and organization presentations for dozens of well-known companies including Energizer, Applebee's, American Express, American Red Cross, and Georgia Oilman's Association to help them build loyal relationships with their customers as well as their employees. Additionally, Shep is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speaker's Association Hall of Fame for his outstanding performance as a professional speaker. Shep joins me today to share how to improve your business and disrupt your competition through customer service, convenience, and amazing experiences. He explains the difference between a satisfied customer and a loyal one and how great customer service can make the price of your products or services irrelevant to your loyal customers. He also explains the concept of Customer Amazement and how to use customer surveys to measure your customer's experience. “Nobody is going to leave the business that they can count on day in and day out.” - Shep Hyken This week on the SmallBizChat Podcast: Connect with Shep Hyken: Enter for Your Chance to WIN! Do you love winning amazing prices? In celebration of launching the SmallBizChat Podcast, for the next 30 days, I'm giving away some amazing prizes! Enter for your chance to win! To enter: Each week, one lucky winner will win one of the following prizes: What are you waiting for? Enter for your chance to win today! Fix Your Business! Are you ready to run your business with intention? Ready to create a business that allows you to live your dream life and take those dream vacations you deserve? Then you need a copy of my latest book: Fix Your Business: A 90-Day Plan to Get Back Your Life and Remove Chaos From Your Business. Fix Your Business gives you concrete advice on the problem areas many small business owners face as well as the step-by-step process to find solutions so you can live the life of your dreams. It's time to take back control of your business and change how your business is run. Order your copy of Fix Your Business and design your business - and life - with intention. Let's End Small Business Failure - Together! Thanks for tuning into this week's episode of the SmallBizChat Podcast - the show on a mission to improve small business success. If you enjoyed this episode, head over to Apple Podcasts, subscribe to the show, and leave us a rating and review. Help us spread the word and end small business failure by sharing your favorite episodes with your friends and colleagues on social media. Visit our website or follow us on Facebook, Twitter, LinkedIn, Instagram, or YouTube for more great content, tips, and strategies to improve your small business. SmallBizChat Podcast is produced by Auxbus. You can create your own great podcast - faster and easier - at Auxbus.comSee omnystudio.com/listener for privacy information.

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, 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 that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) Shep brings his "A" game to Thrive LOUD and shares incredible stories, lessons and tactics with Lou on Thrive LOUD. *** CONNECT TO LOU DIAMOND & THRIVE LOUD  

This week on DisrupTV, we interviewed Andrew Shikiar, Executive Director & CMO, FIDO Alliance, Shep Hyken, Chief Amazement Officer of Hyken and Neha Mirchandani, CMO + People of BrightPlan. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again."   Topics include:  -Shep's number 1 business measurement leaders should be monitoring -Why loyalty programs don't always drive loyalty -Technology driven personalization vs the human touch -Leveraging consumer behavior trends to creat marketable customer experience (and so much more)

He is a 4-peat on the Nice Guys...that's gotta be a record. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. 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 newest book I'll Be Back: How to Get Customers to Come Back Again and Again is available right now!! 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.   Grab a copy of Shep's book: I'll Be Back: How to Get Customers to Come Back Again and Again   Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken   Nice Sponsors: Grab your copy of Gale West's Book: Money, Come Dance With Me   How to Make Money, Grow Your Tribe, and Build Influencing Podcasting (Doug and Strick will be hosting the Masterclass) https://djdoug--turnkeypodcast.thrivecart.com/register/   Get your free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift Check out the "Entrepreneur's Toolkit" Giveaway   Check out Headliner to create social media posts with video easily- make.headliner.app   Simplecast is the easiest way to set up your podcast hosting- Simplecast.com   Zoom is the easiest way to schedule meetings and record your podcast interviews- Zoom.us   Acuity is the easiest way to schedule your podcast interviews, meetings, and life. Acuityscheduling.com   See how The Nice Guys want to make your life easier? You can thank us later.   Reach The Nice Guys Here:  Doug- @DJDoug  Strickland- @NiceGuyonBiz    Nice Important Links:   Subscribe to the Podcast  website: Niceguysonbusiness.com  Book Doug and/or Strick as a speaker at your upcoming event.  Doug's Amazon #1 Best selling book Nice Guys Finish First.     Partner Links:  Amazon.com: Click before buying anything. Help support the podcast.  Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Simply the best VO guy in the business- https://steveobrienvo.com/   TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula  www.turnkeypodcast.com/ultimatelaunchformula  FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift     No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has   Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. 

He is a 4-peat on the Nice Guys...that's gotta be a record. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. 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 newest book I'll Be Back: How to Get Customers to Come Back Again and Again is available right now!! 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.   Grab a copy of Shep's book: I'll Be Back: How to Get Customers to Come Back Again and Again   Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken   Nice Sponsors: Grab your copy of Gale West's Book: Money, Come Dance With Me   How to Make Money, Grow Your Tribe, and Build Influencing Podcasting (Doug and Strick will be hosting the Masterclass) https://djdoug--turnkeypodcast.thrivecart.com/register/   Get your free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift Check out the "Entrepreneur's Toolkit" Giveaway   Check out Headliner to create social media posts with video easily- make.headliner.app   Simplecast is the easiest way to set up your podcast hosting- Simplecast.com   Zoom is the easiest way to schedule meetings and record your podcast interviews- Zoom.us   Acuity is the easiest way to schedule your podcast interviews, meetings, and life. Acuityscheduling.com   See how The Nice Guys want to make your life easier? You can thank us later.   Reach The Nice Guys Here:  Doug- @DJDoug  Strickland- @NiceGuyonBiz    Nice Important Links:   Subscribe to the Podcast  website: Niceguysonbusiness.com  Book Doug and/or Strick as a speaker at your upcoming event.  Doug's Amazon #1 Best selling book Nice Guys Finish First.     Partner Links:  Amazon.com: Click before buying anything. Help support the podcast.  Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Simply the best VO guy in the business- https://steveobrienvo.com/   TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula  www.turnkeypodcast.com/ultimatelaunchformula  FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift     No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has   Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. 

Today's interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: I'll Be Back: How to Get Customers to Come Back Again and Again, what an Arnie is, the metric that is more important than NPS and CSAT, the difference between a repeat customer and a loyal customer, where true empathy for the customer starts and if self-service can drive customer loyalty and a whole host of other things. This interview follows on from my recent interview – We need to start talking about experience leadership – Interview with Peter Cross — and is number 403 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at babelforce for sponsoring my podcast this month.   babelforce is the #1 most flexible platform for contact center service. Pierce Buckley, CEO and Co-founder of babelforce, and his team of telecoms veterans have created a powerful cloud communications solution focused on No-Code integration and automation. Their goal is to break down every barrier to great customer experiences by putting intuitive tools in the hands of people who live and breathe CX. Pierce and Jonathan Baer of Vonage are running a webinar on the 28th October at 11:00am CET and they will be discussing exactly how businesses are getting maximum benefit from WhatsApp, one of the fastest-growing channels for customer service. Follow this link to sign up. You don't want to miss out as you will get to see a demo of the babelforce platform in action!

It's fitting that Shep Hyken came back to our podcast since the name of his new book is "I'll Be Back. How to Get Customers to Return Again and Again." In this episode, Shep talks about the relationship between a good customer experience and a good employee experience and cites the golden rule as "Do unto employees as you would want them to do unto customers." Shep also gives reasons why he believes we should be measuring behaviors above happiness and examples of ways in which managers were able to fit employee customer services training into small windows of time. We also discuss how both nothing and a lot of things have changed in the area of customer service and how companies can provide the best service by training customers to navigate the experience themselves while being there to solve problems if they exist.  Shep also gives his reasons why you would want to terminate a customer if the relationship is not working out. 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.

Shep Hyken is a Customer Service and Experience Expert and the Chief Amazement Officer of Shepherd Presentations. He is a New York Times bestselling author and has been inducted into the National Speakers Association Hall of Fame for a 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 five books. 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.   Questions   Your new book is called I'll Be Back: How to Get Customers to Come Back Again & Again. And so, could you share a little bit about the book, what inspired you to write this book? How can this book help organizations? What are the core pillars or themes that the book is built on? Just give us in your own words what it's all about? You mentioned in the book, the concept of being nice. The behavior or personality of a customer service employee versus the technical side, I wanted you to expand on that for us on what is the importance of that? And what does it really mean to be nice? In the book you also mentioned to create real customer loyalty, we first need to understand the difference between loyalty programs and marketing programs. Can you explain to our audience what you mean by that? A lot of organizations clearly having to pivot over the last year and a half since the pandemic, trying to look at their customer journey, trying to incorporate digital even more, even those organizations that didn't have a digital as part of their whole process. What are your thoughts on organizations looking to do all those things, but still create that amazing experience? Can you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? Can you also share with us what's the one thing that's going on in your life right now that you're really excited about either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote it kind of helps to get you back on track or get you refocused?   Highlights   Shep's Journey   Me: So, I'm going to piggyback off of your last statement, “It's great to be back” because your new book is called “I'll be back.” And so, could you share a little bit about the book, what inspired you to write this book? How can this book help organizations? What are the core pillars or themes that the book is built on? Just give us in your own words what it's all about?   Shep shared that the full title is, I'll Be Back: How to Get Customers to Come Back Again & Again. And he joked about the accent, but whenever people say I'll be back, they kind of tried to do that Terminator, Arnold Schwarzengger impression.   And originally, when he started writing the book, he hadn't even thought about that, the tie into the Terminator movie and then about three hours in the starting his outline, he's going “Yeah, I'll be back. I bet I can play off of that.” So, while it really doesn't have anything to do with the Terminator, he does mention it a few times and the goal is to get your customers to say, I'll be back and you want them to not only say it, you want them to actually do it.   So, there's all kinds of tips, tactics, ideas, and strategies just for the idea of getting your customers to come back and understanding the difference between repeat customers, loyal customers, how to create a more customer focused culture that delivers that experience that gets customers to come back, so it's really about that. And the really cool thing is, he believes, even with this crazy COVID variant going around, the Delta, he gets the feeling that a lot of the world is starting to feel like they're coming back. So, there's a double message in there that he didn't even anticipate was going to happen.   The Concept of Being Nice: The Behavior or Personality of a Customer Service Employee Versus the Technical Side   Me: Now you mentioned in the book, the concept of being nice. The behaviour or personality of a customer service employee versus the technical side, I wanted you to expand on that for us on what is the importance of that? And what does it really mean to be nice?   Shep stated that being nice is a foundational concept and there's a story behind it that's pretty funny. The idea behind it was, he was asked to do a speech and he was the closing keynote speaker, the last speaker of the day, he had to end exactly on time, because these people had to go to another event and they were all being picked up by buses. So, his client said, no matter what happens, you finish on time.   And ultimately, the speakers ahead of him went longer and longer and longer, and by the time it was his time to speak, there was two minutes left, not the 40 minutes that he was supposed to do. So, he said to the client, “Don't worry, I've got this.” And he gave him this weird look but he walked on stage and the first thing he said was, “Thank you for that wonderful round of applause. I realized that we have to be out of here in less than two minutes. And I promised everybody, the client especially that that would happen. So, we're going to start over and I'm going to give you the shortest customer service speech in the world.”   So, he's introduced quickly, the applause is here, he's now standing center stage. Are you ready? Here it goes. Be nice. Then he started to walk off stage and the audience, he stopped halfway through and he goes, “I know it's pretty easy, isn't it.” But think about it for just a moment, he's still got about a minute or so left.   So let me tell you about being nice. Being nice is foundational, it's fundamental. If you're in a restaurant and they have great food, but the server is so mean to you, you're never coming back, it's that simple. But I want you to realize that being nice isn't always easy, it's simple, but it's not easy.   And you need to think about it because there's going to be times that you're going to be distracted that you're going to be busy that a customer or an internal customer, one of your own team members is going to come and talk to you and you're going to be interrupted, and you're going to be a little snappy, you can't do that.   Foundationally, you must be nice. Now, nothing's changed. He always joked about nothing's changed in customer service and they talked about that in the book. But really, that's a fundamental, people don't want to be treated the wrong way, they want to feel appreciated, they want to feel like it's a place that wants to do business with them.And if you aren't at least nice, well, think about you don't want to put yourself behind just because you weren't doing something as simple as being friendly and nice.   And by the way, they surveyed over 1000 consumers, and one of the most important top three qualities they want in dealing with somebody related to the areas of customer service, sales, whatever, is that they want somebody number one that's knowledgeable and number two, that's nice.   Me: So nice is like, good morning. Nice is, how are you doing today? Nice is the softer side of your personality.   Shep agreed and stated that it's just a soft skill and it is exactly that it is a skill. And sometimes you need to work on that skill, you need to be remembered, and it's a little bit of a smile, it's a little bit of a friendly attitude. And when you combine those together, that's what your customers want and expect from you. Doesn't that sound so simple. And by the way, they don't spend a lot of time on this in the book, but it's important, he talked about foundation and really what is the underpinning of all the experience you want your customers to have. And even if you're in the business of an eCommerce company that it's almost all automated, you still have to create this feeling that you're friendly, it's the images, it's the simplicity of how the website works and if they ever do, in fact, call you, if the customer ever does call you, it's how they're treated. In a B2B environment, maybe business to business, they say is different than B2C and the reality of it is, it's not much different today, because your B2B customers are comparing you to the best service experiences they've ever had. And that could include a retail store, it could include Amazon, it could include a restaurant, it doesn't matter, it's the best service they've had and that's what they expect from everybody.   Me: What if you have an organization where it's just not in the character of the person that's interfacing with the customers to be nice. Generally speaking, in their own personal lives, they're just not nice people, they have a very unpleasant countenance, they're not very welcoming, or approachable, and you feel very uncomfortable around them because of their demeanour and your facial expressions. How do you get that person to be nice?   Shep stated that first of all, he wouldn't have hired that person. So, part of creating a culture that's customer focus is making sure the right people are on the bus and that means you've got to hire right. Now, there are some people, they can still be nice, but they're not cut out for being on the front line, great. Put them in another job somewhere else in the organization, they still have to be nice. But again, being introverted may be awkward for somebody, and we don't want to put anybody in that situation.   But he'll also add that if you've got somebody in the warehouse and their job is to pack boxes with product based on what the customer orders, and by the way, this is a little bit off of the concept of being nice, but that person has a great responsibility to the customer. Because if they receive that box, and it wasn't packed properly and the items inside are broken, or whatever, that's going to reflect on the entire company.   Now back to this employee that never sees the customer in the warehouse, in the accounting department, whatever. If you are going to create a culture that's focused on the customer, there has to be a personality to that culture and the people who are hired have to be in alignment with that personality.   Now, again, being nice means friendly, it doesn't mean overly friendly or overly gregarious, it is really about the fundamental concept of just being friendly and nice to your colleagues and your customers, not overly so that's why even behind the scenes, they still have to have a little bit of something going on there, they just don't have to be quite as dedicated to it as perhaps somebody on the true front line.   The Difference Between Loyalty Programs and Marketing Programs   Me: Now in the book you also mentioned to create real customer loyalty, we first need to understand the difference between loyalty programs and marketing programs. Can you explain to our audience what you mean by that?   Shep stated that let's just take frequent flyer miles for a moment, they call that a loyalty program, the airlines do and the reality is it's a miles program, it's a points program. In other words, it's a marketing program. In a sense, it's kind of a discount, you buy enough airline tickets, and you fly in the airline long enough, you get a free flight, just like if you go to a restaurant and they punch your card five times, the sixth sandwich might be free. So, his question is, and he doesn't know if Yanique fly a lot or not, but I talked to people all the time he goes, if the entire airline industry were to take away the miles program, would you still fly on the same airline that you're currently spending most of your time on? Because most people will try to accumulate miles on one particular airline and he's surprised it's split. He hasn't done a formal survey, but he's going to say it's approximately 50/50 from the people that say, “Oh, I'd stay here.” or “You know what, I'd fly a different airline.” And it's that simple. The reason they're staying on the airline is because of the points, not because of the airline itself, take that away, and it's gone.   Now, the other thing they talked a little bit about related to repeat business versus loyal business, is that sometimes-repeat business is due to maybe it's a better price.   “Why do you love doing business with them? They have the lowest prices?”   “What if you found somebody with a lower price? Well, then I'd go do business with them.”   So, the customers loyal to the price, not the company. And the same thing with convenience.   “Why do you go to them? Well, they're the closest one.”   “What happens if a competitor moves closer? Well, I'll probably do business with them.”   So, what you need to do in those situations, if price is how you're competing, or convenience is how you're competing, make sure you deliver a level of service. And when given the opportunity, try to connect with that customer on some kind of an emotional level, make them want to not only do business with you, because of whatever reason they have in their mind, but also make them like doing business with you.   Me: Yeah, I totally agree. So, you're saying then that most loyalty programs or that they dub as loyalty programs are actually marketing programs. So, what really makes a customer loyal, as you said, is that emotional connection.    Shep shared that it often is, he will add that there are certain programs, like Nike has a loyalty program, it's actually a membership program, it has really nothing to do with points, it has to do with, “Hey, you're a customer and we're going to give you great information about what you're interested in.” So, if he just bought some golf shoes from Nike, and he's never bought golf shoes from them and since that time, he's received a couple of really interesting emails, not just about product, but about how he can improve his golf game, and what the new technology and the shoes are. And so, he learned about these things and he thinks to himself, they know who he is. But what they don't send him is they don't send him information on soccer shoes or football as you might call it in other parts of the world, because they know that's not something he's ever bought from them and he's never indicated in the interest. So, he considers that type of program more focused on gaining the customer in other ways than just giving them true incentives to buy. So, he thinks that's an important delineation between membership programs and marketing. Now, one other thought before we jump off of this is that some people refer to the Amazon Prime program as a loyalty program and he even thinks Amazon refers to it as the Prime membership program, not a loyalty program and if they do, it's okay. But here's what happens when you're willing to spend $120 a year and it might be $129 a year, you want to get your money's worth out of it so you're going to try to use them as often as possible. That's the idea is give them, the customer, a reason to come back and that's because you spent money with them and you want to make sure you get good value for that.   Organizations Looking to Incorporate Digital Even More But Still Create An Amazing Experience   Me: Now, the book also mentions, it piggybacks a little bit on some of your principles from your previous book, The Convenience Revolution, that was such an awesome book. And it talks about self-service, technology, subscription delivery, access and reducing friction. And I've seen a lot of organizations clearly having to pivot over the last year and a half since the pandemic, trying to look at their customer journey, trying to incorporate digital even more, even those organizations that didn't have digital as part of their whole process. And sometimes in doing that, it actually creates a lot of confusion and friction for the customer because there are so many steps that you have to take, and you're so frustrated and a lot of times you'd want to serve yourself but you can't, you have to end up reaching out to somebody either through their contact center, or even physically visiting their location. What are your thoughts on organizations looking to do all those things, but still create that amazing experience?   Shep shared that there's a lot going on there, he wrote an entire book on the concept of convenience and there's no way he couldn't reference this in the new book, because this is what drives repeat business is frictionless, easy, the company that's often easiest to do business with is the one that wins that means it makes price a little less relevant, so that may not be as important to the customer when they say, it's so easy, it's worth paying for.   And he'll give a quick example of this. Prior to the pandemic, when he wrote the book, by the way, The Convenience Revolution, in his mind it was somewhat of a breakthrough in the thought process, nobody had ever written a book about this. There was an author, actually two authors together wrote a book titled The Effortless Experience, but it was all about the getting customer support and making that easy. This is about everything related to your business, now back then it was breakthrough, then it became trendy and now it's become an expectation, especially with COVID.   So, he's thinking, well, that's the big change that's happened in this, so we've got to be more convenient. He doesn't spend a ton of time on it, he has two short chapters on number one, the self-service route, because that's what you're talking about is going digital and getting your customers to think digital first. How can I get the information that I need to have without having to talk to somebody, without having to wait on hold? And for the company, it's how can I make sure that our people are handling customer issues that are of a higher level rather than dealing with things that are so simple like, can you check on my order? Can you see if it was shipped? Can you see if the payment went through?   Insurance companies and banks, financial institutions are really making it easy for you to check balances and make claims and that type of thing. So by going digital first, if you do it right, you create this great, easy frictionless experience and when there's a problem, you need to make it seamless for the customer to transition to the human to human connection to get their help. And that's where a lot of companies fail, they actually fail in two areas.   Number one, they create a process that's not always intuitive to the customer and the good news is the design, the user experience, or the UX as they call it today. And that design is getting better and better and people are recognizing how easy it is.   Think about when you go on Netflix once you register and you're in how easy it is for you to find the different movies genres that you want okay. When you go to Amazon, the entire buying process, you have total control over and they make it so easy. So, they become like the poster children of what convenience and easy is about. And so, when you do that the right way, you create really a little bit more distance between you and your competition but he digress.   Back to what happened in the pandemic and why people are willing to pay for it. If you think about it, delivery is a great convenience. He used to have his food delivered from different restaurants, they never charge for it, once we got into the pandemic, they started charging. And he's not saying we're completely out of it, but we're out of it enough that everybody's back to somewhat business is normal like it used to be. And guess what, they're still charging, and nobody is complaining, they're willing to pay for convenience.   Last year, they did a study and they looked at over 1000 consumers and they found that, he believes it was 60%, this year was just a titch different, but it was around 60% of people were willing to pay more, they want a great service experience but they'll pay even more for convenience. And that number goes up to almost 90% when delivery is actually part of that convenience.   Me: I think a big part of it also, well at least for me personally is safety, with the pandemic and people are so concerned about being exposed, especially as we're clearly going through another wave a lot of countries are going to another wave now, people want to be safe. So if that means I can stay in the convenience of my home and place an order and it can be delivered and the only exposure I'm having is to physically come to the door and just exchange money or if I paid through the app and it's just to get the bag from the delivery person, then I'll definitely rate you higher because I feel safer and I think safety has been definitely something that customers look for that is included in the whole convenience, all because of the pandemic, at least I view it as important. If I don't feel safe in an environment, it's highly unlikely that I'm going to return to the business unless I absolutely have no choice.   Shep shared that 100% safety is of the utmost concern of some people, and you know what it's like, “I'm going to order it, set it at the front door and leave. I'll pick it up when they're gone and they're not there anymore.” But you're right and the digital experience that companies are creating that are making customers feel better about doing business with them, he thinks is a really important piece of building that trust and creating a connection. He might have been doing business the old way with somebody and they knock on the door, and they'd say, “Hello” but if the new way requires or his desire is to have that door stay closed, yet they create a system that allows him to still get everything done easily, he's still going to be appreciative that that company took the effort to make that happen.   Now, long term, you can't automate or digitize a personal relationship, you still need to create some type of connection. Just before they came on together and they're recording this, he got a call, he won't tell you the name of the airlines, but their initials are American Airlines, AA. And you know what they were doing, they were just calling to number one, say, “We saw that you flew last week and you've been flying a little bit more regular, we just want to thank you for that.” Every one of his flights is booked online, he put his boarding pass on his mobile phone. And other than dealing with flight attendants and people at the gate, he doesn't ever talk to anybody from American, they're losing that connection with him. So, what did they do? They picked up the phone and they made an outbound call just to check and say thanks for business, that's how you humanize the automated relationship.   Me: Amazing. And I'm happy you touched on that because that was actually a question I was going to ask because I get asked that question quite often, with technology and automation and artificial intelligence and chatbots and all of these things that companies are doing to enhance the customer experience. Do you feel that the human interaction is going to fade away?   And I always think, no, I think at the end of the day, human beings like to deal with human beings because at some point, that robot or automation can't answer your question. I've had the personal experience myself, it's like they're automated, they ask you a question, you log on, and they say, what's your name, and you put in your name, you put in your account number, and you tell him the issue that you're having and it seems like the robot is just regurgitating the same information to the point where I have to say, “I would like to speak with a representative.” Then it says, “I don't understand what you are saying.” then I change up how I say it, I say, “I would like to have an Agent.” And then it gets what I'm saying.   Shep shared that he gets it. And that's so frustrating and it should seamlessly take you there, there should be an easy way to get there. But that to your point, it's very difficult if all you are is a digital last company, you're not going to be able to compete with the people to figure out how to create the balance. And the magic happens in the balance and it's different from one industry to the next. And even from one company to the next but they figure it out.   App, Website or Tool that Shep Absolutely Can't Live Without in Him Business   When asked about an online resource that he cannot live without in his business, Shep shared that that is a great question. He loves his travel apps, he travels so much, so it's very difficult. So, he's looking at his phone going, what is it that he can't live without? He loves the communication apps, he's on WhatsApp a lot and they do a Zoom. How about LastPass. LastPass, which is so important, he has a virtual workforce, and they all have access to different websites, yet they have no idea what his password is, he loves that.   Books That Have Had the Greatest Impact on Shep   When asked about books that have had the biggest impact, Shep shared that one of the books that is probably his favorite aside from I'll Be Back: How to Get Customers to Come Back Again & Again by Shep Hyken and other books that he's written. He loves The Experience Economy: Work Is Theater & Every Business a Stage by Joe Pine and James Gilmore, it's one of the greatest books written on customer experience. And even though it was written over 20 years ago, and they did come out with an updated version, he believes that it is as relevant today as it ever was. So, love that book. He loves the Tom Peters book from the 1980s In Search of Excellence: Lessons from America's Best-Run Companies. And even though many of those companies aren't around, which is by the way is one of the reasons he likes it, it shows how the most excellent companies, some of them are out of business, some of them were bought out, you cannot ever rest on your laurels but he loves the lessons that it teaches. That's a great book. So, he loves The Experience Economy, probably number one business book in his choice.    What Shep is Really Excited About Now!   Shep stated that he knows he sounds like a broken record but the book just came out, I'll Be Back. So very excited about that. But you know what else? He has a report, it's called the 2021 ACA Report Achieving Customer Amazement.   He did the 2020 last year. So, the 2021 he was going to put out earlier this year, but he felt they were still so deep in the COVID dealings that he thought you know what? He wanted to wait. So, he waited until June to do the research and they just came out with the report. So, just go to his website, www.hyken.com and you'll see the link to get the report.   Me: Awesome. I will definitely be accessing that. I thought the content that you put out last year from the 2020 report and I shared it with a few of my clients, I thought it was really, really great. So, I'm happy that you have an updated one this year.   Shep shared that his favorite stat is, again, by the way, he mentioned a couple of these stats before where they interviewed the consumers. They asked, “Would you rather go to the dentist or call customer support?” 48% of the people said, “I'd rather go to the dentist.” So, it's a great report, it's free. And he thinks there's a lot of great information that would compel a company or an individual to say, you know what, if I don't deliver service, I'm going to lose my customers. This is a reason that I need to keep at the top of my game.   Where Can We Find Shep Online   Me: So, our guests, our listeners would have tapped into this episode when it's released and they are super pumped about your book, I'll Be Back. How to get customers to come back again and again, because I think that's what every business wants, not just to do a one-time sale, but to actually have their customers come back over and over again for their lifetime of that product or service that they're using. And so where can they find you online, they want to download this report, they want to tap into the book, they want to tap into your journey, see what you're up to? And just really be in touch with you. Where can they find you online?   Website – www.hyken.com YouTube – ShepTV   Quote or Saying that During Times of Adversity Shep Uses   When asked about a quote that he tends to revert to, Shep shared that this is one that he have come up with on his own. And he doesn't know if he's ever shared this but “Bad days only last 24 hours.” And here's what happened. He took a daily pocket planner where you write out like what your plans are, it's a calendar. And instead of planning, he reflected at the end of each day, what happened today that was good, and on a weekday, it was business and personal and the weekend, it was pretty much just personal because he tries not to do too much business on the weekends. And he found that within a very short period of time, he realized that even on the worst days, good things happen. So, it was very, very motivational, inspirational, if you will. But it was really inspiring to realize that as bad as the bad day is, it's really not all that bad.   Me: True, very true. I do something very similar as well. But it's more like a gratitude journal, it's digital actually. I just like have a note, I use the Notes app on my devices a lot, it's so amazing. And you can lock the note if you don't want other people to access it if they're on your phone. But I'll type out 10 things that I'm grateful for that happened in that day. And sometimes I have more than 10, I'll end up writing like 15 or 18, or 20. But then there are other times that I really have to like dig deep and things that I think are simple, I really have to give thanks for and it makes me just realize that, as you said, even if things didn't go your way, or you didn't get the contract you were looking for, maybe you weren't feeling well, or you weren't able to accomplish certain goals that you had set for yourself, there are other things that happened that makes you feel good, especially when you give thanks for them, or show gratitude for them because it really goes a very far away.   Shep agreed and stated that he likes that. It's an attitude of gratitude and that's part of what his little journaling does and you've experienced that same thing.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners    Links   I'll Be Back: How to Get Customers to Come Back Again & Again by Shep Hyken The Experience Economy: Work Is Theater & Every Business a Stage by Joseph Pine II and James Gilmore In Search of Excellence: Lessons from America's Best-Run Companies by Tom Peters 2021 Achieving Customer Amazement Survey Report by Shep Hyken   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Shep Hyken is the Chief Amazement Officer at Shepard Presentations. He's also a best-selling business author, and an experienced keynote speaker. In this episode of Specified Growth Podcast, Shep talks about his brand-new book, I'll Be Back: How to Get Customers to Come Back Again & Again. He also discusses how you can create a culture of great customer experience within all departments of your organization, and much more. Don't miss this episode of Specified! Please reach out if you have any feedback or questions. Enjoy!    Twitter: @TatsuyaNakagawa Instagram: @tats_talks LinkedIn: Tatsuya Nakagawa  YouTube: Tats Talks www.tatstalk.com www.castagra.com Learn more about your ad choices. Visit megaphone.fm/adchoices

Too often we put obstacles in our customers' way and add friction to the sales process. Join me for a great discussion with my good friend, and fellow member of the National Speakers Association, Shep Hyken. Shep is one of the leading customer service experts in the world, and a down to earth, nice guy. Through his many books and trainings, Shep helps companies, big and small, create a better customer experience. Listen to this new, bonus dialogue episode, for ideas on how you can reduce the friction to create a better customer experience for your couples and customers.About Shep: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 7 books and his newest book I'll Be Back: How to Get Customers to Come Back Again and Again will be released September 21, 2021. 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. (Now available as an online/web-based training program!)www.Hyken.com  Social Handles: Twitter: @HykenLinkedIn: Shep HykenIf you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or visit my website Podcast.AlanBerg.comPlease be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com 

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand. Ask yourself this: What am I doing right now with this customer to make sure that they'll come back to me and not my competitor next time? In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers. Join us as we discuss: Why customer service is a philosophy of mind How to differentiate between repeat business and loyalty What the common loyalty killers are How to hire to avoid apathy Ways to leverage presentation skills to define success Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

In this episode of the Duct Tape Marketing Podcast, I interview Shep Hyken. Shep is ais a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal best-selling author. He recently wrote a book called I'll Be Back – How to Get Customers to Come Back Again & Again.

Most of us are thrilled to have repeat customers, but how do we turn those repeat customers into loyal customers? Loyal customers that not only like our product or service but will go the extra mile to do business specifically with us. These are loyal customers. Many loyalty programs are designed to get customers to come back, but creating genuinely loyal customers is on a whole new level. Customer service and experience expert Shep Hyken is here to discuss why customers become loyal and how to give them the experience they deserve.   Shep Hyken is the author of I'll Be Back: How to Get Customers to Come Back Again & Again, a book about turning customers into repeat customers and turning those repeat customers into loyal customers. Shep is the Chief Amazement Officer of Shepard Presentations. He is a hall of fame speaker and a bestselling author. He's passionate about giving customers the best possible service and interaction at every point of contact.  We cover many of the concepts and ideas in his new book. Shep goes into the difference between confidence and arrogance and how creating confidence is all about the customer. Confidence leads to trust, and trust leads to loyalty. We discuss the importance of emotional commitments and creating amazement. This episode is the perfect reminder of the importance of keeping the customer in mind and creating that consistent, predictable experience that earns trust and loyalty.  And be sure to subscribe to The Self-Employed Life in Apple podcasts or follow us on Spotify or wherever you listen to podcasts so you don't miss an episode. Everything you need can all be found at jeffreyshaw.com  Shep Hyken thank you so much for being here! Remember, you might be in business FOR yourself but you are not in business BY yourself.  Be your best self. Be proud and keep changing the world.   Join 18,000 subscribers looking to do "business with a soul" and sign up to receive The Self-Employed Nutshell Newsletter! Sign up here!   Guest Contact – Shep Hyken I'll Be Back: How to Get Customers to Come Back Again & Again Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet Shep Hyken Twitter Shep Hyken LinkedIn Shep Hyken YouTube Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition   Contact Jeffrey – Website Coaching support My book, LINGO: Discover Your Ideal Customer's Secret Language and Make Your Business Irresistible is now available! Watch my TEDx LincolnSquare video and please share!   Valuable complimentary resources to help you- The Self-Employed Business Institute- You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out!   Take The Self-Employed Assessment! Ever feel like you're all over the place? Or frustrated it seems like you have everything you need for your business success but it's somehow not coming together? Take this short quiz to discover the biggest hidden gap that's keeping you from having a thriving Self-Employed Ecosystem. You'll find out what part of your business needs attention and you'll also get a few laser-focused insights to help you start closing that gap.   Have Your Website Brand Message Reviewed! Is your website speaking the right LINGO of your ideal customers? Having reviewed hundreds of websites, I can tell you 98% of websites are not. Fill out the simple LINGO Review application and I'll take a look at your website. I'll email you a few suggestions to improve your brand message to attract more of your ideal customers. Fill out the application today and let's get your business speaking the right LINGO!   Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.

Marc Bernstein and Shep Hyken discuss amazing customer experiences, dealing with customer problems and how to amaze a customer. Shep Hyken is the Chief Amazement Officer at Shepard Presentations, and author of "I'll Be Back: How To Get Customers To Come Back Again And Again" You can check his website to see his work on creating an amazing customer experience. --- Send in a voice message: https://anchor.fm/marcbernstein/message

Today we're going to talk about a critical component of the customer experience: creating customer loyalty so you have satisfied customers, advocates for your brand, and, ultimately customers who COME BACK for more. To help me discuss this topic, I'd like to welcome Shep Hyken, Chief Amazement Officer, Customer Service Speaker, Customer Serv. & Customer Experience Expert, keynote speaker and best selling author. His new book I'll Be Back, where he deals with these topics will be available soon.

Today we're going to talk about a critical component of the customer experience: creating customer loyalty so you have satisfied customers, advocates for your brand, and, ultimately customers who COME BACK for more. To help me discuss this topic, I'd like to welcome Shep Hyken, Chief Amazement Officer, Customer Service Speaker, Customer Serv. & Customer Experience Expert, keynote speaker and best selling author. His new book I'll Be Back, where he deals with these topics will be available soon.

We kick off Season 2 with Hall of Fame Speaker, New York Times and Wall Street Journal Bestselling Author, and Customer Experience expert Shep Hyken. The self-proclaimed Chief Amazement Officer of Shepard Productions joins Howard to talk about his next book, I'll Be Back, whether or not customer loyalty really matters, and how to truly differentiate yourself from your competitors. Preorder his book via this https://hyken.com/online-store/ill-be-back/ (link) Know more about Shep Hyken via his https://hyken.com/blog/ (Blog), https://twitter.com/Hyken (Twitter), https://www.linkedin.com/in/shephyken/ (LinkedIn) and https://www.instagram.com/shephyken/ (Instagram)   Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Let's start with the very foundation of customer experience: How do you define customer experience? Where does customer experience fit in the long list of your company's priorities, like having a great product or a compelling price point? And what defines a great customer experience leader?To help answer these questions, I invited a few exceptional customer experience leaders to join me on this journey. Here is just a taste of what you'll get in this episode:Shep Hyken, the Chief Amazement Officer at Shepard Presentations, makes it clear that experience is every touch-point the customer has with a brand, regLet's start with the very foundation of customer experience: How do you define customer experience? Where does customer experience fit in the long list of your company's priorities, like having a great product or a compelling price point? And what defines a great customer experience leader?To help answer these questions, I invited a few exceptional customer experience leaders to join me on this journey. Here is just a taste of what you'll get in this episode:Shep Hyken, the Chief Amazement Officer at Shepard Presentations, makes it clear that experience is every touch-point the customer has with a brand, regardless of how big or small.Greg Chapman, of The Pocket CMO, explains it's the combination of customer touch-points and user experience events that define CX in our customers' eyes. Jon Picoult, of Watermark Consulting, says that price and product are closely intertwined and integral parts of the customer experience.Dan Gingiss, CX coach and keynote speaker, shares both price and product have been commoditized, and brands can only rely on experience as their differentiating factor.Jay Baer, of Convince and Convert, tells us that CX is the “tie-breaker” with customers gravitating toward the brand that delivers better customer experience than their competition.Frances Frei, professor at Harvard Business School, says businesses can focus on both profitability and CX, but only if they do so in the correct order. Blake Morgan, a customer experience futurist, says that it has become much easier for customers to switch brands and the concept of brand loyalty is much different today.And that's just a start!On the next episode of ExPEERience, we'll explore what great CX looks like. How do you know what your customers want or anticipate what they might want in the future? How can you measure if your CX strategy is working and how do you go from good to great?I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

Today, we're looking at how attention to great customer experience can preserve or even strengthen that relationship when things go wrong. What happens when an order goes missing, a new purchase breaks, or an event is ruined. No company is immune to a crisis and it's at times like these when your relationship with your customer comes under threat. Here's who I've invited to share their thoughts on this crucial moment:Anne Morriss, Executive Founder of The Leadership Consortium, talks about what she calls the “trust wobble” and how powerful it is when brands learn to diagnose and address it.Frances Frei, professor at Harvard Business School, details the “levers of trust” and how most trust problems are a combination of authenticity, logic, or empathy.Shep Hyken, the Chief Amazement Officer at Shepard Presentations, explains his concept of “the extra question” and how it can stop customer conflict before it happens.Brett Frazer, Vice President of Customer Service at Sunbasket, shares the role his data science team plays in identifying “trigger points” to resolve so customers are led to loyalty.Jon Picoult, of Watermark Consulting, says great companies recognize that over-correcting on the recovery actually creates more loyalty with customers post-recovery than they had before the crisis.Dan Gingiss, CX coach and keynote speaker, tells the story of why one online retailer is so focused on their long game and why they are willing to lose money on a single transaction to make a customer for life.Steve Bayliss, brand expert and Chief Creative Officer for Sky in New Zealand, wants you to find the “bing-bong” in your business and see what happens when you turn it off for a day!Bruce Temkin, head of the Qualtrics XM Institute, shares how one brand made several pivots during the COVID-19 pandemic to adapt on-the-fly to their customers' changing needs.And that's just a start!On the next episode of ExPEERience, we'll discuss the realities of delivering exceptional customer experience in the digital space. How do you create a strong relationship with your customer through non-human interactions? How do you ensure consistency in your CX between in-person and digital transactions? And can personalization go too far?I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

In this episode of ExPEERience, it's time to look at the realities of delivering great CX in a digital space. How can you make your customers feel connected to your brand through non-human interactions? How far can you go with personalization before it gets “creepy”? And how do you give customers the same experience across multiple platforms? To help answer these questions, I reached out to some great CX leaders from around the world:Marwan Dimas, Group Marketing and Communications Director for Power International Holding, says that designing digital and physical experiences with universal human principles in mind will lead to meaningful experiences.Jay Baer, of Convince and Convert, believes that brands who claim technology limits their ability to be interesting are just using technology as an excuse to actually be disinteresting.Shep Hyken, the Chief Amazement Officer at Shepard Presentations, talks about the need for the switch between human-powered and digital-powered, to be seamless and frictionless.Blake Morgan, customer experience futurist and author, tells me that in a world where B2B is changing to “B-to-me,” smart brands are using technology to make the lives of their customers easier and better.Tom Cheesewright, author and applied futurist, explains that today's customers are not benchmarking you against your direct competitors. They are benchmarking your brand against the best of their digital interactions. Bruce Temkin, head of the Qualtrics XM Institute, discusses the role experience management plays and suggests brands need to apply even more experience management into their digital activities next year than they've done this year.Anne Morriss, Executive Founder of The Leadership Consortium, says that brands that rely on empathy and transparency can strike the balance between personalization and privacy that customers appreciate.Frances Frei, professor at Harvard Business School, shares a simple litmus test to determine which brands actually have empathy with their customers and which are all about themselves.And that's just a start!On the next episode of ExPEERience, the topic is the future of CX. How will advances in technology change what your customers expect from you? And what will those experiences look like tomorrow?I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

Laurie Millotte is an award-winning designer, world traveler, and the Founder and Chief Amazement Officer of Outshinery. Her company helps wineries of all sizes access high-quality, ready-to-use product photography and videos. Laurie is also an independent creative director and offers one-on-one services in brand strategy and design, packaging, copywriting, and more! Laurie began her career as a Graphic Designer for Brandever Strategy, where her first design won Best of Show at the San Francisco Wine Labels Competition. She then moved on to become the Creative Director for the company, and 20 of her designs went on display at the San Francisco Museum of Modern Art. Laurie now resides in Vancouver, Canada, and continues to help clients create exceptional brands. In this episode: Your bottle label, design, and packaging are just as important as the beverage itself; they represent your company's story and brand. Luckily, you can take steps to create the best labels and visuals for your business and market yourself within the industry. Laurie Millotte has over 10 years of experience as a designer and creative director in the craft beverage industry. She has worked with clients all over the world to create custom designs, and she's here to share her strategies for utilizing technology, connecting with your customers, and building a one-of-a-kind brand. In this episode of Legends Behind the Craft, Drew Hendricks is joined by Laurie Millotte, Founder and Chief Amazement Officer of Outshinery. Laurie takes us behind the scenes to explore how her company uses technology to design labels and high-end marketing media. Laurie also shares her expert tips on shaping your brand, understanding your audience, and creating the best website possible. If you're interested in artistically scaling your craft beverage company, this episode is for you!

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.

Shep Hyken is a customer service and experience expert, an award-winning keynote speaker, a New York Times and Wall Street Journal bestselling author and the Chief Amazement Officer of Shepard Presentations. Shep works with companies and organizations who want to create amazing experiences and build loyal relationships with their customers and employees. 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. Part game show, part expert discussion, all Customer Experience. On Experience Points, customer experience thought leaders earn cash for their favorite charity as they answer CX questions and share their expertise on how to fuel exceptional experiences for your customers. Join hosts Joey Coleman and Dan Gingiss for Experience Points, brought to you by Avtex - your end to end CX technology and consulting partner.

We invited Shep Hyken, an international customer service and experience expert, to join us to talk about how to create amazing customer experience. While we at Delivering Happiness talk about WOW customer service a lot, Shep thinks that we should change our wording to amazing customer experience. Learn from him what the difference is! Here are some of the topics In this episode:You can now hear yourself on the DH Podcast!Fun Dept Activity Answers Revealed!The "secret" behind happy customers--(actually we agree that it's happy employees) How to develop a trusted brand [like Ritz Carlton] through amazing customer serviceHow to maintain and even create a higher level of trust with your customer even through crisis [he shared 5 point framework with us]What you can't cut in budget even during a pandemicHere is the link to download the Employee ToolKit that Paul mentioned on the callShep 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.

We're excited to welcome Customer Service and Experience Expert, Shep Hyken back on the No BS Marketing Show.If you're unfamiliar with Shep and his work, here's a quick snapshot to get you up-to-speed.Shep is a... Customer service and experience expert as well as the Chief Amazement Officer at Shepard Presentations New York Times and Wall Street Journal best-selling author Pioneer in helping companies and organizations who want to build loyal relationships with their customers AND employees (If you know us at MASSolutions, you know we're big fans of this same idea. Check out B2E Marketing to learn more).In this conversation, Dave and Shep dig into Shep's teachings from a few of his books including, The Cult of the Customer, The Amazement Revolution, and The Convenience Revolution and cover topics such as: The Five Cults His five-step problem-solving process Why it's important to create a F.U.N. work environment (it's different from you might think) The meaning behind the mantra "Bigger than Elvis" The Six Convenience Principals and how they can help your business stand out from your competitors & much, much more.Truthfully, these highlights only scratch the surface of the amount of valuable information and tactical advice Shep shares in this interview.And, whether you're the CEO of a company or a new, college graduate, you'll be able to take Shep's teachings and constructively apply them to your situation to help you grow both personally and professionally.ENJOY!Connect with Shep HykenLinkedInInstagramYouTubehyken.comCheck out episodes 169 and 170  to listen to Shep's first appearance on the No BS Marketing Show.Connect with Dave on LinkedIn | Subscribe to the podcast on iTunes.

Coming back for his 4th appearance on Nice Guys, we can't seem to shake this guy...and who would acutually want to do that, he is the prince of popular, the king of content and the sultan of service. But here he is simply Shep.  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 he is here to share customer service and customer experience. Excited to talk about The Cult of the Customer – let's do it. Welcome Shep back to The Nice Guys.    Grab a copy of Shep's book The Cult Of The Customer   Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken   Reach The Nice Guys Here:  Doug- @DJDoug  Strickland- @NiceGuyonBiz    Nice Important Links:   Subscribe to the Podcast  website: Niceguysonbusiness.com  Book Doug and/or Strick as a speaker at your upcoming event.  Doug's Amazon #1 Best selling book Nice Guys Finish First.     Partner Links:  Amazon.com: Click before buying anything. Help support the podcast.  Acuity Scheduling: Stop wasting time going back and forth scheduling appointments     TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula  www.turnkeypodcast.com/ultimatelaunchformula  FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift     No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has   Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.

Shep Hyken is a Customer Service and Experience Expert and the Chief Amazement Officer at Shepard Presentations. He has presented keynote speeches and organization presentations for dozens of well-known companies including Energizer, Applebee's, American Express, American Red Cross, and Georgia Oilman's Association to help them build loyal relationships with their customers as well as their employees. Additionally, Shep is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speaker's Association Hall of Fame for his outstanding performance as a professional speaker.Shep joins me today to share how to improve your business and disrupt your competition through customer service, convenience, and amazing experiences. He explains the difference between a satisfied customer and a loyal one and how great customer service can make the price of your products or services irrelevant to your loyal customers. He also explains the concept of Customer Amazement and how to use customer surveys to measure your customer's experience. “Nobody is going to leave the business that they can count on day in and day out.” - Shep Hyken This week on the Small Biz Chat Podcast:How to disrupt your industry through great customer service and customer convenienceThe difference between a satisfied customer and a loyal customerHow excellent customer service makes prices irrelevantThe difference between customer service for eCommerce businesses versus retail businessesHow to enhance your customer service even before the saleHow to successfully use surveys to measure customer experienceConnect with Shep Hyken:Shepard PresentationsLinkedInEnter for Your Chance to WIN!Do you love winning amazing prices?In celebration of launching the SmallBizChat Podcast, for the next 30 days, I'm giving away some amazing prizes! Enter for your chance to win!To enter:Subscribe to the SmallBizChat Podcast on your favorite podcast platformTake a screenshot after you've subscribedShare your screenshot on Twitter or Instagram (Don't forget to tag @SmallBizLady so we can enter your name into the drawing!)Each week, one lucky winner will win one of the following prizes:One autographed copy of Become Your Own Boss in 12 Months, or…One autographed copy of Fix Your Business, or…A limited-edition The #SmallBizChat Podcast t-shirt!What are you waiting for? Enter for your chance to win today!Fix Your Business!Are you ready to run your business with intention? Ready to create a business that allows you to live your dream life and take those dream vacations you deserve? Then you need a copy of my latest book: Fix Your Business: A 90-Day Plan to Get Back Your Life and Remove Chaos From Your Business.Fix Your Business gives you concrete advice on the problem areas many small business owners face as well as the step-by-step process to find solutions so you can live the life of your dreams. It's time to take back control of your business and change how your business is run.Order your copy of Fix Your Business and design your business - and life - with intention.Let's End Small Business Failure - Together!Thanks for tuning into this week's episode of the Small Biz Chat Podcast - the show on a mission to improve small business success. If you enjoyed this episode, head over to Apple Podcasts, subscribe to the show, and leave us a rating and review. Help us spread the word and end small business failure by sharing your favorite episodes with your friends and colleagues on social media. Visit our website or follow us on Facebook, Twitter, LinkedIn, Instagram, or YouTube for more great content, tips, and strategies to improve your small business.Small Biz Chat Podcast is produced by Auxbus Media. You can create your own great podcast - faster and easier - at Auxbus.com

In this episode, Jenn DeWall talks to Customer Service expert and Chief Amazement Officer, Shep Hyken. 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. Shep is also a Crestcom Faculty Member featured […] The post Episode 6: Customer Service and The Convenience Revolution with Shep Hyken appeared first on Crestcom International.

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!)