What does “good customer service” really mean? Shane Hewitt sits down with customer service expert Marc Gordon to unpack the nuances of how businesses succeed—or fail—in meeting customer expectations. They explore how past experiences shape perceptions, why consistency builds trust, and how authenticity matters more than polish. From communication to marketing promises, Marc explains why service is never one-size-fits-all, and how businesses can create experiences that feel genuine, reliable, and valued.

Originally aired on 2025-08-21