329: Shep Hyken, author of The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists

Shep Hyken, author of The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists

Bill Ringle and Shep Hyken discuss...

>>> Visit MyQuestforTheBest.com for complete show notes and more expert advice and inspiring stories to propel your small business growth. My Quest for the Best is a top-rated small business podcast with over 300 episodes of thought-provoking and insightful interviews with today’s top thought leaders and business experts. Host Bill Ringle’s mission with this show is to provide the strategies, insights, and resources that will unlock the growth potential of your business through these powerful conversations.

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Interview Insights

Top 3 Take-Aways from this Interview

* 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, people will just come and go.* 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. * 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 from him, he learned the value of building trust with customers. [01:35]

* A discussion on why in an era of self-service, customer service is still relevant.  [06:25]

* He tells a fascinating tale about a Genie and three entrepreneurs and how this ties down to what really makes a business alive.  [08:42]

* Shep recalls how the Luggage project came to be. [12:31]

* A deep conversation about the danger of mediocrity. [17:48]

* Consistency when it comes to always doing the best should be ingrained in the company culture. [19:25]

* Shep talks about the Wegmans and how while they do not have the best background in terms of training, having the winning personality more than makes up for it. [20:50]

* The world cult always has a negative ring to it. Shep explains why it is the perfect word for his book. [26:34]

* My Quest for the Best Lightning Round begins [28:30]