Authored by Shep Hyken

Authored by Shep Hyken

Bill Ringle and Shep Hyken discuss the important implications of assessing and improving your customer service standards to avoid business erosion.

Interview Insights

Top 3 Takeaways from this Interview

1. We can have all the resources we can get our hands on but, if we do not have the passion and the goal to make sure we deliver excellent customer service, customers will just come and go.
2. We need to stop giving an ‘okay’ customer service. Instead, we need to make sure that we give amazing customer service. Mediocrity cannot entice customers back to us.
3. Leaders should revolutionize customer care in the company. We need to consistently practice providing top-notch customer service and that it should be ingrained in the company culture.

Read the Show Notes from this Episode

• Shep talks about being influenced by his grandfather growing up, and how he learned the value of building trust with customers. [01:35]
• A discussion on why in an era of self-service, customer service is highly relevant.  [06:25]
• The story of a genie and three entrepreneurs, and how what each wishes for determines the vibrance of your business.  [08:42]
• How the Luggage Project came about. [12:31]
• A deep conversation about the danger of mediocrity. [17:48]
• Consistency of effort should be ingrained into the company culture. [19:25]
• Case study:Wegmans and how they overcome weaker training than their competition. [20:50]
• “Cult” has a negative ring to it, yet Shep explains why it is the perfect word for his book title. [26:34]
• My Quest for the Best Lightning Round begins [28:30]

Expert Bio

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 Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.

Contact Info and Social Media for Shep Hyken

• Primary Website
• Travels from: Saint Louis, MO
• Connect on Twitter | Facebook | LinkedIn | Instagram

Resources Mentioned During the Interview

Below are key people, places, books, quotes, websites, and other resources that we discussed so you can explore further.

• https://www.forbes.com/sites/shephyken/
• Jeff Bezos – the founder and CEO of Amazon.
• Sears – an American chain of department stores.
• Steve Blank at Stanford Business School
• Ritz Carlton premier hotel chain
• Jim Bush – Former SVP of American Express

Authored by Shep Hyken