Amaze Your Customers and Fans w/ Shep Hyken

Mar 12, 2021

01:04:06

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Our guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of "Amaze Every Customer Every Time," "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution."

Shep, KG, and David cover everything from designing an organization's purpose to how customer service has changed for the future due to the pandemic.

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Show Notes:

(07:53) Learning customer service at age 12

(11:02) “Without customers, you don’t have a business”

(15:25) Marketing creates repeat customers; loyalty is a connection

(18:49) Crafting genuine and transparent mission statements

(21:46) Purpose statements in practice - lessons from the Ritz-Carlton and Disney

(26:05) Creating mission statements that clearly articulate your values

(29:51) Shep’s Six Simple Steps to Create a Customer Service Culture

(31:52) Unpacking Step #3: Train It

(37:16) The shortest customer service speech in the world

(39:13) “I’ll Be Back - How to Get Customers to Come Back Again and Again” - Shep’s next book

(43:55) Looking outside your industry for inspiration

(45:15) Customer service is not a department, it’s a philosophy

(47:23) Rapid Fire Questions

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