Podcast appearances and mentions of shepard presentations

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. We provide a platform for discussion and exploration, and the content of each episode is understood to be independent expressions from our guests, rather than a reflection of the beliefs held by the podcast or its hosts.     Notice to the Super Entrepreneurs community:   Before we part, remember to join our Private Facebook group, 'Mindset for Business Success' Here we share mindset wisdom to elevate your life and business LIVE every Tuesday morning(EST), ready for a transformative journey? This group is your key to unlocking potential and achieving business growth. Don't miss out on this incredible free resource. 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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?

In this episode, Jeff talks 'all things Customer' with Shep Hyken, Customer Service and CX Expert . Shep is a New York Times and Wall Street Journal Best-Selling Author. Shep's passion for the customer has lead to an extremely successful career including multiple books and in-demand speaking engagements. Shepard Presentations, LLC was started in August 1983. As a customer service speaker and author, Shep Hyken helps companies build loyal relationships with their customers and employees. Key take-aways from this discussion include: Shep's six-step process for defining the client The problem with technology is not the technology The role of AI and the customer The best personality/mentality for customer service and sales folks The three parts to being a great sales person The best way to cut down on customer churn "Great service is mistakes handled well" - Shep Hyken Connect with Shep on LinkedIn https://www.linkedin.com/in/shephyken/ Connect with Jeff on LinkedIn https://www.linkedin.com/in/jeffpedowitz/ Learn more about The Pedowitz Group https://www.pedowitzgroup.com/ Download a free chapter of Jeff's book 'F the Funnel' https://jeffpedowitz.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices

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.

Regardless of how major or minor your wounds and experiences from childhood were, we all went through something that helped shape us into who we are today.   Those experiences shaped neural pathways in your brain that are the reason you act and react the way you do today. Music can help redefine those pathways and train your brain to react in healthier, more thoughtful ways.   Today in our seven-episode series on The Leader's Playlist, I am excited to have Shep Hyken, NYT best selling author, speaker, and CAO (Chief Amazement Officer) of Shepard Presentations, join me as we navigate how our childhood wounds appear in our leadership and steps we can take to heal ourselves and improve our leadership.   Curious about how music can shift those pathways? Then don't miss this episode.

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.

Are you looking to hire team members on your golf staff?  GBN's Recruiting Services make hiring easier with our best in class network of Golf Professionals that helps you reach deep into the market to locate your next staff member.Go to www.golfbusinessnetwork.com/recruiting to get started and get ahead of the competition.Most of you listening to this are working at golf clubs that are busier than they have been in a long, long time.  Maybe even busier than ever before.  Rounds of golf are high and membership rosters are full.  Now that we're settled into this new reality, the focus is on retaining all of these golfers so our clubs don't return to the struggles that existed before this recent golf boom.  How can we do that?  If you ask Shep Hyken, it's by creating an amazing customer experience. Shep Hyken, calls himself the CAO (Chief Amazement Officer) of Shepard Presentations. He's a customer service and experience expert and a sought after keynote speaker, as a Hall of Fame Speaker from the National Speakers Association.  For decades, he's worked with companies that want to build loyal relationships with their customers and employees. As a New York Times and Wall Street Journal best-selling author he's written 8 books focusing on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty.  His new book “I'll Be Back” on building returning customers, is a perfect fit for the situation in our industry today.  He's also the host of “Amazing Business Radio”, a podcast where he profiles leaders and their customer service expertise.  With all this said, Shep is a big golfer and as a member at his local club, he understands the customer experience at clubs from both the staff's perspective and from the members'.  That's why this is such a valuable conversation.  There are plenty of takeaways in this conversation to help you and your team build a better service experience at your club.  

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

Meet Shep Hyken! he is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.When you hire Shep to present a customer service or customer experience speech, your audience will leave with tools, ideas and concepts that they can put to use immediately. Shep combines important information with an entertaining and engaging style to create exciting programs for his audiences. Shep promises to deliver one of the most exciting and memorable speeches you and your audience will ever experience!https://hyken.com/Everything you'll ever need to know about Laban Ditchburn is found here (including his amazing book Bet on You).https://linktr.ee/LabanDitchburnSupport the show

"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.

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. 

A multitude of customer-centric metrics can be helpful data points for CX leaders, but there's a problem with these numbers when it comes to making future decisions. These metrics are a history lesson, not a prediction of the future. Sometimes, they're not even an accurate picture of the past! CX Speaker and Author Shep Hyken of Shepard Presentations shares a better way to understand how customers feel about your product or service: their actions. That's right - the best way to gauge customers' experience with you is to simply observe what they do. Actions speak louder than words. Shep also recommends best practices for providing seamless self-service, emphasizes the cost of failing a customer, and reminds us of customers' high expectations in our convenience-driven world. Listen in to learn how to build an experience that keeps your customers coming back.

What separates a good customer experience from a great one that instantly attracts repeat business? That's the question we're diving into in this episode of The Modern Selling Podcast. My guest, Shep Hyken, is nothing short of the Godfather of Customer Experience – having authored eight books on the subject and working with hundreds of thousands of clients to elevate their service to turn repeat customers into lifelong brand fans. Listen in to the in-depth conversation, to hear the actionable advice and strategies Shep shares that can keep your customers wanting to come back for more. Shep Hyken, is a Hall of Fame speaker, New York Times and Wall Street Journal best-selling author, and the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. In his newest book, I'll Be Back: How to Get Customers to Come Back Again and Again Shep outlines the must-have tools, tactics, and strategies companies need to recession-proof their business by providing unmatched customer experiences. Make sure to download this episode to get the inside scoop on what you should be doing to build a raving tribe of extremely loyal customers. The New Era of Customer Service In sales we've experienced a shift in how we reach and engage with prospects in this new modern buyer's market. But, I wanted to get clear on what Shep saw as the transition that's happening (or needs to happen) in order to nurture customers along their buying journey. He shares, “Things haven't changed the customers that we service, they still want to be taken care of. And, when they're finished with whatever the interaction is, they want to be happy.” At Vengreso, we teach the art of modern selling and how these sales principles can cut across all departments within your organization. Because when you are “selling with service” many of the ideas and techniques that work in prospecting and sales can (and should) be translated to the customer service teams. For example, if your prospects have a stellar experience with the sales team and then commit to buy from you. But, then experience lackluster customer service and decide to never buy from you again, then your teams are in essence working against each other. That's why Shep says, “Sales leaders need to recognize that no matter what business they're in, customers are always benchmarking their experiences based on the best service or experience they've had from other businesses in the marketplace.” So, if they're accustomed to fast, overnight delivery (thanks to Amazon) or superior flight experiences (à la Southwest), then these become the new standards by which your business is judged on in terms of customer service. Tune into the entire conversation to hear what Shep says differentiates a mediocre customer experience from one that will instantly turn customers into brand champions. And, why videos are a great strategy to connect with your customers on an intimate level. What's the Most Important Customer Service Metric? For sales leaders, key metrics and data reign supreme! Which is why, here at Vengreso, our prospecting process is rooted in knowing our sales numbers and looking at what is really driving more booked calls and more sales conversions. But, I wanted to get Shep's take on what data is the most important for customer service to track and analyze. His answer wasn't what most people think, “So many customer service people focus on Net Promoter Scores by asking the question: On a scale from 1 to 10, are you likely to recommend us? However, the key metric to track is rather customer behavior – did they actually recommend you?” Studying customer behavior is such a critical component, not just for customer service but also for sales. I always champion that it's important to know who your best customers are, what they are buying from you, and why they choose you over your competitors. That way you can infuse those key differentiators into your prospecting scripts on the front end and on the back end, when they're customers, you can keep giving them more of what they love about you. Shep agrees,“When you look at it, typically 80% of business comes from 20% of your customers. So, study their behavior and get clear on what you need to do to move as many customers into that top 20% because that's where you'll get repeat customers that become loyal customers.” Make sure to listen in to the full conversation – especially around the 17 minute mark – to hear the perfect way to handle a customer complaint. What Really Shapes The Customer Service Experience? How you treat your customers is often what can propel a company to become an industry leader. However, so many organizations fail to do what it takes to deliver an exceptional customer experience. I wanted to see what Shep thought separates those who struggle to keep customers from those who can instantly attract them and keep them coming back for more. “Amazement in terms of customer experience is within reach for every company – big and small. It's not about being over the top, it's about providing consistent and predictable experiences that customers can depend on.” It's what Shep calls knowing how to master the “moments of magic” that wins customers over again and again. But, how you handle the “moments of misery” will also define your ability to retain those top 20% of customers. Tackling those “moments of misery” is what Shep has studied for years and why he recommends using this easy 5-step approach: Apologize – saying “I'm sorry” goes a long way in the customer's mind. Acknowledge – recognize that an error or miscommunication has occurred. Fix it – work to find a resolution for the customer and keep them informed. Own it – take ownership of what has happened and seek to fix – not to blame. Act with urgency – customers want swift action, so give it to them every time.  This is such a great example of a framework that may require actions from various departments. Which is why I say the customer journey must be owned by not just sales, or the customer service team – but by all levels of the organization. Download the episode to hear the “train wreck” customer service story I share and what Shep recommends should have been done. This episode of The Modern Selling Podcast was brought to you by OrgChartHub, a sales tool that integrates into HubSpot, giving your sales team the ability to be more strategic, map out buyers, reporting structures, and identify the role of each buying influencer within an account.

Today, I’m thrilled to have Shep Hyken on the show. Shep is the founder of Shepard Presentations and he is a customer service experience expert and keynote speaker. His agency works with companies to build relationships with their customers in order to increase repeat business. In this episode, we talk about how you can stop relying on Amazon for all of your sales and build a loyal customer base for your brand. What You’ll Learn How to build a loyal customer base for your brand without depending on Amazon How to implement an effective customer loyalty strategy How to get […] The post 378: Follow This Strategy And Never Depend On Amazon Again With Shep Hyken appeared first on MyWifeQuitHerJob.com.

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  

Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty. He is also a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author. In this episode, Shep shares how we can build customer trust and loyalty to drive business growth. Insights he shares include: Do culture and branding need to be reflective of a companies customer loyalty ethosHow do we transition companies that have customer loyalty programs that are more of a sales gimmick to something that is meaningfulLesson learned from the biggest customer service/loyalty turn around example you know aboutMetrics to use as we build customer trust and loyaltyIs the best measure of customer loyalty word of mouth referralsCustomer service only exists because we have broken processes that need fixing - true or falseAre we better off with just having customer success insteadHow do we get customers involved in building loyalty beyond discounts and points so that they feel a sense of ownershipPeople tend to seek out 5-star reviews should we really do the sameAre review sites the best place to raise our social proof or are we letting other forums and organizations determine our social proofand much 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!

What would you rather do — go to the dentist or call customer support? Forty-eight percent of us say they'd rather have the root canal. Creating customer amazement by delivering consistent, predictable above-average service is what brings people back to your business again and again. In this first episode of Five9's newly rebranded Dare to Reimagine podcast, I interview Shep Hyken, chief amazement officer at Shepard Presentations, about the role of amazement in customer experience. Join us as we discuss: - The keys to creating amazement in customers - Being slightly better than average, aka the extra degree - Empowering employees to deliver excellent service - Embracing the basics: appreciation, feedback, and improvement Check out this resource we mentioned during the podcast: I'll Be Back by Shep Hyken Ready to rethink what's possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website. Listening on a desktop and can't see the links? Just search for Dare to Reimagine in your favorite podcast player.

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 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

On this week's episode, star speaker, friend of the show and returning guest Shep Hyken rejoins the Voices of CX Podcast to discuss his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. Shep Hyken is the CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author. 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 Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences. For more information about his new book, I'll Be Back: How to Get Customers to Come Back Again & Again, visit I'llBeBackBook.com. Follow Shep Hyken on LinkedIn: https://bit.ly/38SWNw7 Follow Shep Hyken on Twitter: @Hyken Connect with the Voices of CX Follow Worthix on LinkedIn: bit.ly/3tdGx26 Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: bit.ly/3tcsrxS Follow Mary Drumond on Twitter: @drumondmary The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com). Transcript Available on our Blog: https://bit.ly/2X4fqKO

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 

In this episode we're joined by speaker, author and CAO of Shepard Presentations, Shep Hyken.Shep has spent 40 years in the field of customer service and in this episode we explore some of the key themes from his most recent book release 'I'll Be Back: How to Get Customers to Come Back Again & Again'. In this episode we discuss:The importance of dedicating resource to analysing customer behaviourThe loyalty question that all businesses should ask themselvesThe important distinction between repeat custom and loyaltyIs 'loyalty' a small business advantage?How businesses' approach to loyalty can change as they growShep's process for content production and staying relevant (he has over 600 videos on YouTube!)Referenced in this episode:[Shep's Book] I'll Be Back: How to Get Customers to Come Back Again & Again: http://illbebackbook.com/ or https://amzn.to/3ggUrv4 [Podcast] Experience This! https://www.experiencethisshow.com/ CONNECT WITH SHEP:https://hyken.com/ http://sheptv.com/ CONNECT WITH SCOTT:scott.colenutt@sitevisibility.comhttps://www.linkedin.com/in/scottcolenutt CONNECT WITH SITEVISIBILITY:https://www.sitevisibility.co.uk/ https://www.youtube.com/user/SiteVisibilityhttps://twitter.com/sitevisibilityhttps://www.facebook.com/SiteVisibilityhttp://instagram.com/sitevisibility See acast.com/privacy for privacy and opt-out information.

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

All relationships are built on trust whether you're talking about the people you meet in the course of your life or the brands and the relationships they build with their customers. In this latest edition of CX Decoded co-hosts Rich Hein and Dom Nicastro discuss building customer trust with customer service and customer experience expert Shep Hyken, chief amazement officer at Shepard Presentations.

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.

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.

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

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!)