CMO Insights

Season 8. Episode 4: What the customer expects: Shep Hyken, Customer Service and CX Expert, Shepard Presentations

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In this episode, Jeff talks 'all things Customer' with Shep Hyken, Customer Service and CX Expert . Shep is a New York Times and Wall Street Journal Best-Selling Author. Shep's passion for the customer has lead to an extremely successful career including multiple books and in-demand speaking engagements.

Shepard Presentations, LLC was started in August 1983. As a customer service speaker and author, Shep Hyken helps companies build loyal relationships with their customers and employees.

Key take-aways from this discussion include:

  • Shep's six-step process for defining the client
  • The problem with technology is not the technology
  • The role of AI and the customer
  • The best personality/mentality for customer service and sales folks
  • The three parts to being a great sales person
  • The best way to cut down on customer churn


    • "Great service is mistakes handled well" - Shep Hyken


    Connect with Shep on LinkedIn https://www.linkedin.com/in/shephyken/

    Connect with Jeff on LinkedIn https://www.linkedin.com/in/jeffpedowitz/

    Learn more about The Pedowitz Group https://www.pedowitzgroup.com/

    Download a free chapter of Jeff's book 'F the Funnel' https://jeffpedowitz.com/

    Learn more about your ad choices. Visit megaphone.fm/adchoices

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    CMO InsightsBy Jeff Pedowitz
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