Podcasts about creates fierce loyalty

Jason S. Bradshaw is a global strategic adviser to C-suite executives and start-ups, a keynote speaker on customer and employee experience, digital transformation and leading through crisis.   He has led transformative change with some of the most recognizable brands like Target, Fairfax and Volkswagen. Delivering phenomenal customer-centric growth including over 200% increase in lead generation, $36 million in e-commerce sales in year one, and decades of customer and employee metrics improvements.   He is a best-selling author on customer and employee experience, recipient of over 40 industry awards and voted 1 of 30 global gurus on customer service and experience.   Questions   In your own words, can you share a little bit about your journey, how you got to where you are today? Can you maybe share one or two examples of just experiences you've had either working in an organization where you saw that the employee experience is just as important as the customer experience or even in a capacity where you played a leadership role and you saw that it really played an impactful part? What are some areas that you think organizations have had to maybe give a little bit more emphasis to, especially in light of this global pandemic? Could you share with us maybe what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share maybe one or two books that have had the biggest impact on you, it could have been a book that you read recently, or maybe a book that you read a very long time ago, but it still has had a great impact on you. We have a lot of listeners who are business owners and managers who definitely feel that they have great products and services, but sometimes they feel that they lack the constantly motivated human capital, so constantly motivated human people. If you were sitting across the table from one of these persons, what is the one piece of advice that you would give them to have a successful business? Could you share with our audience, what's the one thing that's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quarter or saying, it kind of just helps to get you back on track or get you refocused.    Highlights   Jason's Journey   Me: Even know we read your bio and it really does sum up all you've done in your lifetime. We always like to hear from our guests, in their own words a little bit about their journey, how they got to where they are today. And I have quite an idea because I've read about half of your book, it's all about CEX so I do know a little bit, but maybe you could just share that summary for us so that our guests can get a great understanding of who you are.   Jason shared that his journey started at the age of 14, like so many young teenagers, he wanted to buy stuff and he could have gone and worked at a local store or he could do something different, he went down the path of doing something different and started selling his own telecommunication and computer hardware and software.   And it really came about because he had this undying curiosity of this thing called business, his parents had side hustles, his grandparents had their own businesses and he just thought, there's got to be a smarter way than just going to work at the local supermarket and getting minimum wage was not the fast track to get the nice shiny gadgets he wanted to buy.   So, it all started at that first business, but at the age of 12, he can remember saying to dad, “Can you buy me this business magazine?” And he looked at him like he was some crazy kid, but he did in a way. And when he was interviewed at 14 years of age, he said, “I can't compete on price, but I can compete on the service that I deliver.”   And that has been the hallmark of his career. For over 20 years, he's worked with some of the world's largest brands, helping them significantly improve the experiences that they deliver through caring about their customers. And this is a journey, not a destination.   So, certainly over the 20 years, the way he talk about it, the things that he's done and the results that he's delivered has improved, but it all comes down to those very early days where he was curious about business and at the same time of having that curiosity, he wasn't just reading about how to sell stuff but he was reading people like Tom Peters and his book The Pursuit of Wow!: Every Person's Guide to Topsy-Turvy Times, and about how you can differentiate yourself in more ways than just through product and price.   The Importance of Employee Experience and Customer Experience    Me: Now, as I mentioned earlier, I started reading your book, It's All about CEX!: The Essential Guide to Customer and Employee Experience. And I just want you to maybe share one or two examples of just experiences you've had either working in an organization where you saw that the employee experience is just as important as the customer experience or even in a capacity where you played a leadership role and you saw that it really played an impactful part. Because as you mentioned in the book, there are times when you said some senior leadership persons see customer experience as a feel good type of thing and they don't necessarily see the bottom line impact of it.   And you gave quite a few examples of if you take care of people inside of course, they will take care of external customers, and that will create loyalty and retention. But just give us maybe two examples that you've had, as I said, either as a leader or just working in an organization as an employee.   Jason shared that he can remember starting a job with a telecommunications company as the National Customer Service Manager of an enterprise team and he didn't know it at the time, but sometime after starting one of the people more senior than him said to him, “The reason we gave you the team that we gave you was because we figured it's been broken for so long, if you get it wrong, what's it matter?”   It's been broken for so long. And what he walked into was he thinks he would call it the departure lounge, because people were leaving the team, leaving the business just as fast as you could recruit them when he turned up. And you can imagine what that's like, you've got new people that are worried about getting through the trial period, of their probation period, you've got new people that absolutely have not got the skills or the ingrained training around what they're meant to be doing.   And then the only tenured people or the majority of the tenured people within the team are there because they're fearful that they can't get another job. And so, you don't necessarily have the talent, you have what you have.   And every metric and they were serving corporate customers, every metric that there was, was failed.   And wind forward just six months, and every metric was being achieved, they were no longer being referred to as the departure lounge, because they had some turnover when he first started, but that was intentional turnover as they rebuilt the team.   And rebuilding the team was about really being clear with their team members about what success looked like, about providing them with regular coaching bites. So, not expecting someone to know everything from day one, or trying to train them everything from day one, but consistently improve their skills.   And then the third thing was bringing humanity into the team. So, if someone made a mistake, not using that as a reason to chastise them, or belittle them, but rather using that as an opportunity to help them learn and grow.   Now, there is always a limit to that one, someone can't make a mistake, the same mistake every day for 50 days. But if you take it a genuine approach that people turn up wanting to do a great job, and you enable them to do so and when they have a misstep, you walk them through that, the results are phenomenal.   And like he said, in 6 months, in under 6 months, we went from meeting no metrics to being the only team meeting all the metrics. And those metrics, importantly, weren't just organizational metrics, they were every month judged by corporate performance of their customers.   So, the customers that they were serving had contractual service levels that were different to each other, and they had to meet them all. And so, he thinks that's a real testament to what can happen when you actually start caring about the employees.   And, of course, it's not just in contact centres where that may makes sense, it matters everywhere. And equally, not caring about your employees can have the opposite effect of what he was just explaining.   He worked for a company where there was a new senior leader joined the leadership team and that individual believed in one thing, cost cutting. And if you had a conversation around, “Do we have the $2 biscuit or the $2.10 cent biscuit in the lunch room, in the break room?” Well, then the first response was, “Can we get the $1.90 biscuit and we're going to limit the number of biscuits we put out each day because people can't have two biscuits.” And when you have someone come in and disrupt a culture in that respect, what ends up happening is a whole lot of inefficiencies because people spend their time talking and gossiping around how things have changed for the worse and inevitably start looking for work elsewhere as opposed to being focused on the mission of the company.   Areas Where Organizations Have Place Emphasis in Light of the Global Pandemic   Me: So, the employee experience is just as important as the customer experience. I know you're in Australia, I guess you could share a little bit about how COVID has impacted customer experience in your parts of the world. But are there some areas that you think organizations have had to maybe give a little bit more emphasis to, especially in light of this global pandemic? I know a lot of people have to be working from home, have you seen any trends where people had to make a change or shift in terms of their approach to employee experience and customer experience since the pandemic versus pre pandemic? Have people had to exercise a little bit more empathy and compassion towards people and is it a case where employees are less tolerant if organizations are not extending these types of behaviors to them, and does that impact the external customer? How have you seen it playing out on your side of the world?   Jason shared that across Australia and North America where the majority of his clients are, the number one thing that he knows the pandemic has impacted organizations is the level of trust that they have in their employees.   And he means that in a really great way, think of the organizations 13/15 months ago would have never considered letting people work from home. And through necessity, they had to, and they had to also trust that their employees were going to do the right thing when they were working at home and he feels that that trust has been paid back 10 times by employees.   The real challenge now as different parts of the world open up again, is will that trust be extended, was it a situational trust?   Or was it really the turning point that led to trusting and we've certainly seen a lot in the media around different companies and how they're embracing or not embracing a flexible work environment.   But definitely, he sees that on the main there is a greater willingness to have that flexibility with employees, which ultimately leads to a better experience for customers and that's because if an employee feels empowered and trusted to do the right thing, then they're going to do the right thing more times than not.   The other thing that has occurred is and he loves the word empathy that Yanique mentioned, is that to an extent, customers have become certainly in the early parts of the pandemic, that they themselves have had more empathy towards who they were doing business with because everyone was in this together, nothing more like a common cause to bind people together, whether it be customers or employees.   The real challenge though is what companies have done and learned through the pandemic. So, at the very beginning of the pandemic, you had empathy from customers, because they were living the same pain that the people that were serving them were living them regardless of socio demographics, everyone's lives got disrupted, some more than others but everyone's lives got disrupted. The real challenge though is that we're 18 months in some countries, we're 18 months into the pandemic and there are companies still using the pandemic as an excuse for bad customer service.   There's a telephone company that he won't name names, but the telephone company is a very large company and when you contact them today, whether it be via telephone, by web form, via online chat, the very first thing that they say to you is that, “Due to the pandemic, there we are experiencing significant delays.”   Now, they have a large outsourced operation that, yes, 18 months ago was having some problems, but they've also had 18 months to find a solution to that problem. And organizations need to move beyond the pandemic as a reason for not delivering a great experience for customers.   And the research is there to back that up, 30% of consumers will now leave a business after just one bad experience and it's easy for them to do so. There are companies that are doing things today that they just 2 years ago would have never thought they would be doing but they're doing it because they have to survive.   And that becomes the customer's new expectations, once you start doing home delivery because of the pandemic, as soon as your country opens up, or your city opens up, that doesn't mean the customers just suddenly doesn't enjoy the benefits of home delivery.   And so, he thinks the real challenges that we've had this is massive injection of empathy up front on every side of the coin but organizations are not taking the lead during the pandemic to reinvent, to fix their broken things that were broken in the beginning so that their customers don't have a reason to look elsewhere.   Me: So, those are really, really good things that you brought up and I'm happy that you were able to show us where it is that customers have been placing an emphasis on especially since the pandemic as well as where organizations have been putting their emphasis on.   App, Website or Tool that Jason Absolutely Can't Live Without in His Business   When asked about online resources that he cannot live without in his business, Jason shared that he's going to say the Qualtrics Learning Network. Qualtrics is a large software company that provides research solutions in the experience management space. And whether it's Qualtrics, or someone else, what he's saying here is, and the reason he says Qualtrics is because there is almost every day new case studies, new thought leadership, new information to help individuals in small businesses or in large enterprises grow their practice, their intentional practice on delivering great customer and employee experiences.   And so, he thinks the best online resource for any entrepreneur out there or leader is one like the Qualtrics Learning Network where you can constantly get fed new thought leadership and new ways of doing things and not because you have to change what you're doing every week, but a healthy curiosity and openness to see what is class leading today will help inform your decisions and ensure that you continue to grow forward.   And he thinks that's the biggest challenge that most companies have, especially small businesses have is that they start with this really great ambition to be better than the store down the road and perhaps at first they are but they fail to continue to evolve and innovate so that they stay competitive and mindful that today their experiences that they're delivering are being judged not based on the last time he had his car serviced, or the last time he went to a bank, it's been judged on the best experience, his last best experience regardless of the industry. So, something like the Qualtrics website where you get exposure to the evolving nature of business globally he thinks is really great.    Books That Have Had the Greatest Impact on Jason   When asked about books that have had the biggest impact, Jason shared he'd already mentioned Tom Peters The Pursuit of Wow!: Every Person's Guide to Topsy-Turvy Times, it was one of the very first business books he ever read, he thinks everything in that book still plays through today, anything by Tom Peters will certainly get you thinking. But let's move to today, there are three books: ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Highest Level of Distinction by Scott McKain 2.The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty by Shep Hyken Exactly What to Say: The Magic Words for Influence and Impact by Phil M. Jones   He mentioned those three books because any of them will absolutely help you start to get clarity and start to move forward in creating a better experience for your customers and your employees. But here's the thing, none of those books are about hugging your customers, it's about making really strategic steps to improve the commercial viability of your business, while also differentiating your business through the experiences that you create and deliver.    Advice for Business Owners Who Lack the Constant Motivated Human Capital   Jason shared that the first thing piece of advice that he would give is ask your employees “When was the last time they had experienced achievement in your business?”   “And what's preventing them from having achievement more regularly?”   So, humans, employees, measure their experience and their engagement with us is really impacted across three lenses, did they have success or achievement in their day, everyone wants to go home or in their working day by feeling that they actually were useful, that they achieved something, that it wasn't just the same old, same old.   They of course, want things to not be handed to them on a silver platter, but they don't want things to be difficult for the sake of being difficult.   And the third thing is that they want to feel a human connection with their leadership and with their business.   So, if you ask your team members, “When was the last time you had achievement and tell me why you aren't having achievement more often?”   You will start to unearth the real challenges in your business and if you turn around and start taking action in small ways, and big ways to remove those barriers to achievement, your employees will start to see that you genuinely care, they'll start experiencing more achievement, because you're removing the roadblocks and through that, you'll build engagement and loyalty and motivation.   What Jason is Really Excited About Now!    Jason shared that the number one activity that he's working on right now is finalizing his manuscript for his next book. So, he has a new book coming out in quarter 1 - 2022 and this book has completely changed in direction at least two or three times as a result of the pandemic.   And he's really knuckling down to finish it off, because this book will really help organizations and leaders in businesses of all size, take their business to the next level, and be really practical, and filled with great case studies to help organizations in any industry move forward. And so, he can't wait to have it finished but he also can't wait for people to get it in their hands, and importantly, taking action as a result.   Where Can We Find Jason Online   Twitter – @jasonsbradshaw LinkedIn - Jason S Bradshaw Instagram - @jasonsbradshaw Facebook - @jasonsbradshaw Website – www.jasonsbradshaw.com   Quote or Saying that During Times of Adversity Jason Uses   When asked about a quote or saying that he tends to revert to, Jason shared, “The standard that you walk past is the standard that you accept.” We can all get so wrapped up in the busyness of the day, of the crisis, of the moment, but the moment we start walking past people in our organization, or start letting ourselves slip in our standards, and then we start to dilute the overall experience of our customers and employees. So, the standard that you will past as the standard you accept, let's lead by example and set the standard.   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 The Pursuit of Wow!: Every Person's Guide to Topsy-Turvy Times by Tom Peters It's All about CEX!: The Essential Guide to Customer and Employee Experience by Jason S. Bradshaw ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Highest Level of Distinction by Scott McKain The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty by Shep Hyken Exactly What to Say: The Magic Words for Influence and Impact by Phil M. Jones   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!

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

How to Create an Amazing Customer Service Experience   1:14 Create an Amazing Customer Service Experience 4:30 Five Ways to Improve Your Customer Service 15:14 Customer Service That Disrupts the Competition with Shep Hyken 33:45 Encouragement: Use Your Experiences to Shape Your Customer Service If you have a success story you would like to share with the Business Boutique community, email me at podcast@businessboutique.com. New podcast episodes are available every other week. When I wrote my book Business Boutique—a book entirely about how to start your own business—I left out something that I believe is crucial to winning in business: great customer service. Do you know why I didn’t write about it? Because I believe, as women, we naturally excel in customer service. We’re relational. We’re great at connecting with people, serving others, nurturing, and thinking about how someone else feels. However, there’s always opportunity to grow, right? Well, several years ago, I had a pretty frustrating experience with a customer service representative. It was so frustrating that I now use it as an example when I teach on what not to do when working with customers. Here’s what happened: I got a notification in the mail that my dental insurance had been canceled. As you can imagine, I was really confused because there had been no other conversations about any problems with my dental insurance. And then one day, poof—it was canceled. So naturally, I called and spoke with a customer service representative, and she told me, “Well, you didn't pay your bill. You pay it every six months, and you didn't pay it the last time it was due.” I responded, “I'm so sorry. I pay my bills. I wasn’t aware that it was due. I don’t remember getting a bill in the mail or hearing anything about this.” And her response was, “Well, we decided to become a paperless company a few months ago, so we just send emails now.” It turns out, they had an old email that I hadn’t used in years. So, I kindly asked the “nice customer service person” if I could pay my bill right there over the phone and reinstate my insurance. Her response? She threw out three words that still makes me cringe to this day: “Our policy is . . .” Is there anything that makes a customer more upset than hearing, “I’m so sorry, but our policy is . . .”? Nobody cares about stinking policies! We don’t have to run our businesses that way! In fact, your business will be more successful and more fun when you provide incredible customer service and put your customers before your policies. 5 Ways to Improve Your Customer Service I want to give you five ways you can improve your customer service and help your business succeed: 1. Don't be late. Always, always, always be on time. Whether it’s a shipment going out, returning a phone call or an email, showing up to a meeting—whatever it is, do it on time. When in doubt, I always want you to underpromise and overdeliver. This one is convicting for me because I’m not great at it—I’m working on it. But this is the most basic way to keep your customers happy. Just be on time and do what you say you're going to do when you say you're going to do it. 2. Don’t be emotional. Listen, I’ve got a lot of feelings. I have so many feelings that even my feelings have feelings. But whether you’re having a good day or a bad day, your customer doesn't care. Every day, your brand and your business should be having a good day. Nothing will break trust with your customers like being Dr. Jekyll on one day and Mr. Hyde on another. You've got to be consistent in how you take care of people. Don't be emotional, and don't take your bad mood out on your customers. 3. Don’t forget to listen. I know this sounds really basic, but when we're having a conversation with someone, whether it's a normal conversation, a positive conversation, or even a really heated conversation, we’re always thinking of what we're going to say next. But instead of doing that, stop, listen, and ask follow-up questions. Most people just want to be heard. When they feel heard, they feel validated and understood. Never underestimate the power of simply listening to someone's story, complaint, problem, frustration or fear. Listening is a really powerful way to serve your customers and make them feel valued. 4. Don’t make excuses. As customers, we hate hearing excuses. So don't make excuses to them under any circumstances. If someone is unhappy with your product or something went wrong, there are only three things you need to do: Own it. Apologize for it. Fix it. Did you notice that “explain it” is nowhere on that list? That’s because no one cares about your explanations or your excuses! All they want is for you to own it, apologize for it, and then fix it. That's what your customers care about—I can promise you that. 5. Don’t use the word policy. Please—I'm begging you. You hate it when companies use the word policy as an excuse for why they can't help you because that's exactly what it is: a cop-out. So, if you hate it, don’t do it to your customer! Be a fixer. Do the right thing and take care of people. Now, of course you need policies to run a business and protect yourself, but at the end of the day, you should always do the right thing—what’s best for your customer. Live your life and build your business by the Golden Rule: Do unto others as you would have them do unto you. If you want to make your customer’s blood boil, then explain that you can't do something because of “your policy.” And watch how it instantly sucks all humanity, connection and trust out of any conversation with them. It makes your conversation about a transaction, not a relationship. That's what the word policy does. So, have policies, but don't rely on them when it comes to customer service conversations. Instead, use common sense. At the end of the day, each of these five mistakes boils down to the Golden Rule. If you're not sure how to handle the situation, all you have to do is ask yourself: How would I want to be treated? Now that is great customer service. Customer Service That Disrupts the Competition with Shep Hyken I'm so excited about my guest today. Shep Hyken is a speaker and customer service expert, and he's the author of the book The Convenience Revolution: How to Deliver A Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. On this episode, Shep and I talk about: Common mistakes people make when providing great customer service experiences How to win your customers over from the competition Being consistent and teaching your customers how to work with you Using your customer’s negative experience as an opportunity to serve them well Five steps that will help you handle any negative customer experience Encouragement: Use Your Experiences to Shape Your Customer Service I've got an idea that's going to help you really step up your customer service game. Are you ready? It's so easy. I want you to think about—and pay attention to—the types of customer service experiences that you have as a customer. I want you to think about the really, really good and really, really bad experiences. We’ve all experienced both. So why not use them to your advantage in your business? Lean into those situations and learn from them. Ask yourself: What's so great about the great ones, and how can I be great too? What's so bad about the bad ones, and how could I make sure that I'm nothing like that? You can use these past personal experiences not only to learn and grow from, but also to help you build your business on solid practices that will serve your customers even better.

Convenience helps you stand out and creates fierce loyalty - Interview 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: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your business' service and experience.

As consumers, we pay a lot for convenience. We want it faster, at our doorsteps, easier to handle… you get the point. So how do you innovate in a world driven by speed and ease? In a lot of ways. Inside LaunchStreet guest Shep Hyken shows why disruption and loyalty are important to success and how to innovate in a customer-oriented world. We dig into the six principles in his book, The Convenience Revolution, and how to implement them to innovate and stand out.   Key Takeaways: [3:04] Shep’s innovator archetype is futuristic collaborative. He is able to create tomorrow’s opportunities. [3:48] You might be surprised to learn that Shep has lots of interesting interests. He’s a golfing, ice hockey playing musician. [5:45] Shep grew up learning about customer service when he was a young magician. [5:57] Shep discusses the difference between customer service and customer experience. [9:09] How you do build the customer service mindset internally? Listen in as Shep shares a customer service example of luggage. He talks about the journey mapping experience. Tamara reminds listeners that every employee needs to understand how their service impacts everything downstream. [14:10] Get introduced to the concept of “moments of innovation.” [17:10] Why is innovation in customer service so important? The ends haven’t changed in customer service but the middle has. Companies have figured out an easier solution. Shep discusses how technology can help technology can help drive conveniences. Innovation makes it easier for the customer. It saves them time, gets rid of friction. [20:12] Shep’s book, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, discusses six principles that help to deliver a customer service experience that disrupts the competition and creates fierce loyalty. He points out how Amazon excels at all six principles. Shep talks about the Amazon dash button. This allows the consumer to order the product that’s directly linked to the dash button. [24:54] Tamara discusses the biometric airport scanning that Delta is using. Technology is driving extreme convenience. Shep shares the innovation story about Houston Airport. People were complaining about how long it took to get the baggage. So, they gave the people a longer walk to get to the baggage claim! [26:57] Why does the book title contain the words disruption and loyalty in the same title? Learn the power of the word “always.” Shep encourages listeners to stop thinking about loyalty meaning a lifetime. Think instead about right now, what I am doing so they will come back next time. “Next time” converts to a lifetime. [29:59] Reducing friction is one of the six principles. This principle is important because customers compare you to the best service they have ever received. Tamara and Shep discuss taxi service before UBER created a friction-free experience. [35:27] Shep and Tamara talk about the benefits of using Clear screening at airports. It reduces friction in travel and provides a better experience. [37:10] Principle number 4 in Shep’s book is subscription. Shep shares the success of the Netflix subscription model. Subscriptions are a powerful way to provide convenience. [43:24] Shep was surprised at how much innovation he discovered while writing the book. He discovered a convenience store on wheels without a driver! Tamara cautions listeners that failed businesses often provide us with stepping stones. We need to look at the patterns and the trends. [46:00] One of the last chapters in the book discusses sometimes you have to stop trying to be convenient. Jeff Bezos knows when something is failing, you have to get out of it. [48:44] Shep recently wrote an article about the importance of being different, not better. Tamra and Shep discuss this truth. [50:33] Shep was surprised how many companies aren’t practicing the six ideas in his book. They aren’t thinking about the customers. Tamara and Shep discuss how the rising tide lifts all boats. Competition is good among businesses. Everybody benefits. [54:11] Connect with Shep at Hyken.com. Don’t forget to sign up for his weekly newsletter. And find Shep’s weekly videos on Shep TV. [54:44] Shep suggests that listeners complete the customer mapping project and get everyone involved in creating a better experience. [56:34] Tamara is going to explore the subscription principle. Which principle will you explore? Take the IQE Assessment today to find out how you will best innovate.   If you are ready to: get buy-in from key decision makers on your next big idea be a high-impact, high-value member that ignites change foster a culture of innovation where everyone on your team is bringing innovative ideas that tackle challenges and seize opportunities... Join us on LaunchStreet — gotolaunchstreet.com   Mentioned in This Episode: The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, by Shep Hyken Delta News Hub Hyken.com

Learn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step of the way, and using iconic talk triggers to conveniently enhance your customer experience.  Bite-Sized Delight From the Episode: • How tribal teachings around observation, story-telling, and gamification provide insight about effective training. • How removing obstacles can enhance your customers’ enjoyment and ease of use. • How three fantastic new books can augment your customer experience knowledge. Are You Looking for Things We Referenced? • Learning Like Tribes: Three Methods that Apply Today - by Janice Eusebio at Sitel Group • Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth - by Jay Baer and Daniel Lemin • Iconic: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction - by Scott McKain • The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty - by Shep Hyken Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! Shep has his seventh book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, releasing this October. You can learn more about here: www.BeConvenient.com. Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix Follow Shep Hyken on LinkedIn: https://www.linkedin.com/shephyken/ Follow Shep Hyken on Twitter: @hyken Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary

Every entrepreneur has to ask themselves: how can my business stand out? You need to find an edge, a place where you can do what other businesses can't, or won't. For so many industries, an entrepreneur can make a huge splash by offering better customer service. As today's special guest teacher tells us, general satisfaction […] The post MBA1113 Guest Teacher: Shep Hyken- How to Deliver a Customer Service Experience That Disrupts the Competition & Creates Fierce Loyalty appeared first on The $100 MBA.

Every entrepreneur has to ask themselves: how can my business stand out? You need to find an edge, a place where you can do what other businesses can’t, or won’t. For so many industries, an entrepreneur can make a huge splash by offering better customer service. As today’s special guest teacher tells us, general satisfaction […] The post MBA1113 Guest Teacher: Shep Hyken- How to Deliver a Customer Service Experience That Disrupts the Competition & Creates Fierce Loyalty appeared first on The $100 MBA.

"The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty" by Shep Hyken. Click here for show notes! https://www.salesartillery.com/marketing-book-podcast/the-convenience-revolution-shep-hyken

Shep Hyken is the Chief Amazement Officer of Shepard Presentations, a fellow member of NSA, podcast host of Amazing Business Radio and most importantly, husband of 107 years and amazing parent. As a speaker and NY Times bestselling author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. He's written a new book just about to come out called The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty.   Show notes by show producer/podcastologist: One of the Taylor Sisters Connect with Shep Hyken: Twitter: @Hyken Website: www.BeConvenient.com Email: cindy@hyken.com   Reach The Nice Guys Here: Doug- @DJDoug Strickland- @NiceGuyonBiz   Nice Guys Sponsor: The New Media Summit, is taking place September 11-13 in Austin, TX. www.NewMediaSummit.net Use promo code NICEGUYS at checkout, you'll save $1,000 and can attend for just $1,997! Believe me, it's the best investment you'll make this year.   Nice Guys Links: Subscribe to the Podcast Niceguysonbusiness.com TurnkeyPodcast.com - You're the expert. Your podcast will prove it. Podcast Production, Concept to Launch   Book Doug and/or Strick as a speaker at your upcoming event. Amazon #1 Best selling book Nice Guys Finish First. Doug's Business Building Bootcamp (10 Module Course)   Survey: Take our short survey so The Nice Guys know what you like.     Partner Links: Dalyn Miller PR will teach you to be a great podcast guest Amazon.com: Click before buying anything. Help support the podcast. Interview Valet:  Get interviewed on top podcasts and share your message. Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Social Quant - Boost your Twitter following the right way. Targeted reach     Promise Statement: To provide an experience that is entertaining and adds value to your life.   Never underestimate the Power of Nice.

Using Convenience to Disrupt the Competition written by John Jantsch read more at Duct Tape Marketing Marketing Podcast with Shep Hyken Podcast Transcript This week on the Duct Tape Marketing Podcast, I chat with Shep Hyken. He is the Chief Amazement Officer of Shepard Presentations and the author of the upcoming book The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Hyken’s previous books have been New York Times and Washington Post bestsellers. He is also a prolific speaker, having been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Hyken works with companies to revolutionize their approach to customer service and to help them build loyalty and longstanding relationships with their clients. In this episode, Hyken details the ways in which becoming the company that is most convenient to do business with can help you stand out from the competition and create lifelong customers. Questions I ask Shep Hyken: Why convenience as a revolution? Hasn’t convenience always been a good idea? How can a small business owner apply the friction reduction principles used by a giant company, like Amazon, to strengthen their company? Where can small business owners begin to look for places to unearth the potential for innovation? What you’ll learn if you give a listen: Why you’re now expected to compete with the best customer service a client’s ever received from anyone, rather than just your direct competitors How to use what your competitors are doing as a benchmark, not a goal Why looking outside your industry can help you find inspiration for innovation Key takeaways from the episode and more about Shep Hyken: Learn more about Shep Hyken Pre-order The Convenience Revolution Follow on Facebook Follow on Twitter Connect on LinkedIn Subscribe on YouTube Like this show? Click on over and give us a review on iTunes, please! This episode of the Duct Tape Marketing Podcast is brought to you by Gusto! Payroll and benefits are hard. Especially when you’re a small business. Gusto is making payroll, benefits, and HR easy for modern small businesses. You no longer have to be a big company to get great technology, great benefits, and great service to take care of your team. To help support the show, Gusto is offering our listeners an exclusive, limited-time deal. Sign up today, and you’ll get 3 months free once you run your first payroll. Just go to Gusto.com/TAPE.

Looking for more One Last Thought content? You can now join the OLT Insider program at: glow.fm/oltinsider and unlock your very own private feed packed with exclusive episodes!Want to join the One Last Thought newsletter? I’d love to stay in touch! Please sign up using this link: https://mailchi.mp/3bac16511abb/onelastthoughtpodGuests: Carolyn Bennett Sullivan, Shep Hyken.In this week’s episode of The One Last Thought Podcast, we are joined by two great leaders in Carolyn Bennett Sullivan, and Shep Hyken. Unbeknownst to one another, they were both sharing thoughts about the importance of gratitude and its positive impact on every facet of life, from business to personal and everything in between.Guest bios: Carolyn Bennett Sullivan is a Change Management Specialist, Vice President of Softgolf™ and Leadership Development Consultant for The Lattitude Group.Shep Hyken is a customer service and experience expert. He is a New York Times and Wall Street Journal bestelling author and an award-winning keynote speaker. Connect with our guests:Carolyn Bennett Sullivan:Twitter: https://twitter.com/cbsullivanWebsite: carolynbsullivan.comEmail: cbsullivan17@gmail.comLinkedIn: linkedin.com/in/carolynbennettsullivanShep Hyken:LinkedIn: https://www.linkedin.com/in/shephyken/Twitter: https://twitter.com/HykenWebsite: https://hyken.comFacebook: https://www.facebook.com/ShepHykenSpeakerYouTube: https://www.youtube.com/user/shephykenInstagram: https://www.instagram.com/shephyken/?hl=enPromotions & Giveaways:Shep Hyken:Shep’s most recent book, "The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty" is available everywhere! Here is where to order: https://www.amazon.com/Convenience-Revolution-Customer-Experience-Competition/dp/1640950524Support this podcast at — https://redcircle.com/one-last-thought/exclusive-content