The Simple Ways to be a Customer Experience Expert with Shep Hyken

Jan 18, 2018

Shep Hyken, a NY Times and WSJ bestselling author and customer service expert, joins Tiffani Bova's podcast. They discuss the importance of customer experience and its impact on purchase decisions. They emphasize the need for customer-focused companies and creating a customer-centric culture. The power of convenience as a competitive differentiator is also explored.

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Introduction

00:00 • 2min

Bullish or Bearish Opinions on Staying Cutting Edge, Sales Reps and Customer Experience

01:53 • 2min

Being Customer Experience Oriented

04:19 • 10min

Creating a Customer-Focused Culture

14:05 • 8min

Ownership and Responsibility in Customer Experience

21:52 • 7min

The Power of Convenience in Customer Experience

28:26 • 3min

Welcome to the What's Next! podcast with Tiffani Bova.

My friend Shep Hyken is joining on the podcast this week. He’s a NY Times and WSJ bestselling author including, Moments of Magic, one of my favorites. He’s a customer service expert, and keynote speaker. He works with companies who want to build loyal relationships with their customers and employees by delivering fantastic customer experiences.

THIS EPISODE IS PERFECT FOR… anyone in customer service and customer success organization and leaders who wake up every day focused on improving customer experience.

TODAY’S MAIN MESSAGE…

The only thing that's going to separate one company from the next is the experience that that customer has with a brand. It will no longer be about product and price –customer service and customer success will carry as much, if not more weight than price in purchase decisions. Customer-focused companies make sure everyone on the team knows their value to the customer, even if they work behind-the-scenes.

Leaders have to define what the customer service experience is going to look like, and they have to live it: communicate it, train it, and serve as the role model. Make sure you hire people with a personality that matches the character of the company; you can train for everything else. Once you have the right people, make sure every member of your team is “service-aware,” which means understanding how your touch point matters to the customer.

WHAT I LOVE MOST… Be more convenient. Be easier to do business with, and, no matter what, create a frictionless experience for your customers – that’s what they will remember.

A PIECE OF ADVICE… Use Shep’s index card idea, an exercise he defines as the “the #1 culture changing tool.” Have your employees write down one example of when they created an exceptional experience for an internal or an external customer, and share those experiences with the team. This exercise makes everyone aware of great experiences, especially when they happen in the moment.

Running time: 31:47

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