To understand how some people just have an innate sense for great customer service, you need only look back at Shep Hyken’s job during college. Before Shep became a world-renown customer service expert and best-selling author, he worked at a gas station...

Today, Hyken consults with many companies and teaches them how to employ this same mindset to what is becoming the ultimate competitive advantage...

Hyken graciously talked with me for Episode 45 of the Focus on Customer Service Podcast.

Here are some of the key moments of the interview and where to find them:

1:17 How Shep’s childhood shaped his customer service expertise today

6:38 The cost of doing business and the cost of not doing customer service well

7:45 Managing customer expectations

12:06 Are all companies in the customer service and customer experience business?

14:57 Examples of great experiences that don’t cost a lot of money

18:30 How has social media impacted customer service overall?

20:41 Customer surveys and what it means to deliver “10” service

24:46 Why companies should respond to every single comment on social media

29:05 How companies can build relationships with customers in digital channels and raise expectations for everyone else

37:35 Where is social media customer service going next?