What's Next! with Tiffani Bova

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

Aug 24, 2023

Shep Hyken, customer service expert, discusses the importance of customer experience and how it will be the key differentiator for companies. Leaders should define and live the customer service experience. Hiring people with the right personality is crucial. The entire team should be service-aware. The podcast also explores the role of technology, the impact of a customer-focused CEO, ownership in customer experience, and creating a customer-focused culture and the power of convenience.

31:47

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Episode guests

Shep Hyken

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Episode notes

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Quick takeaways

Customer experience is a key differentiator for companies, surpassing product and price in purchase decisions.

Leaders play a crucial role in defining and fostering a customer-focused culture throughout the organization.

Deep dives

Importance of Innovation and Technology in Companies

In the podcast episode, Shep Hyken expresses the importance of companies embracing innovation and technology to stay cutting edge. He believes that every company needs to adapt and use technology to maintain their competitiveness.

Introduction

2min

Exploring Customer Experience and Competitive Differentiation

2min

Shifting Towards Customer Experience

10min

The Impact of a Customer-Focused CEO

8min

Ownership in Customer Experience

7min

Creating a Customer-Focused Culture and the Power of Convenience

3min

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

I’m excited to bring back an episode with my friend Shep Hyken.

Shep is a NY Times and WSJ bestselling author of multiple books, including Moments of Magic, one of my favorites. He’s a customer service expert and a 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 a 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.

Running Time: 31:46

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