Shep Hyken is a customer service/experience expert and keynote speaker. He is the New York Times bestselling author of seven books, including Moments of Magic®, The Cult of the Customer, Amaze Every Customer Every Time, and The Convenience Revolution. He also created The Customer Focus™, a customer service training program.

In this episode, Shep teaches business leaders and owners the importance of creating a customer service culture.

 

“I want you to think about being convenient for your customers. Be easy to do business with, eliminate friction, find the interaction points, again, those moments of truth.”

– Shep Hyken

  Why you have to check out today’s podcast:

• Learn how to create an amazing customer service experience
• Know why customer experience is your business’ single biggest competitive advantage
• Discover how to make your customers no longer compare you to your competitor as they compare you to the best service they ever had from anyone.

Learn More about the 3X Value Growth™ Model Go to www.3xvaluegrowth.com/model  

Episode Takeaway:  Typical Symptoms Of That Problem For Businesses That You See Them Experiencing Or That They Talk About That Makes Them Realize They Need Help with Their Customer Service Culture

1. There has to be the measurement in place. You can’t manage what you don’t measure. We could look at customer satisfaction scores, for example, what are those scores?
2. We can look at churn. How often do we do business with a customer and then we never hear from them again? 
3. If you want to call it a number or a stat, does the customer come back? Because that’s really what we’re focused on.  Loyalty being about the next time every time. What are we doing now to make sure that the customer comes back?

Resources|Links

 

• https://hyken.com/blog/

 

Connect with Shep Hyken

• https://hyken.com
• Facebook
• Twitter
• Linkedin
• Contact Shep (314) 692-2200