Be Amazing or Go Home with Shep Hyken, Chief Amazement Officer at Shepard Presentations
February 18, 2022
In this episode of Getting to Aha!, Darshan Mehta is joined by Shep Hyken, Chief Amazement Officer at Shepard Presentations, and New York Times bestselling author of eight books. They talk about Shep’s understanding of insights and chat about his many aha! moments. They also discuss the factors that make for an amazing customer experience, the linkage between happy customers and employees, companies’ manner of approach to dealing with customers, and a lot more.
Shep Hyken is a customer service and experience expert, passionate about delivering amazing experiences for his customers. He is a keynote speaker and authority leader on giving customers the best possible experiences and customer retention in business. He is also a New York Times, Wall Street Journal, USA Today bestselling author of seven books, including Moments of Magic®, The Loyal Customer, and Be Amazing or Go Home.
KEY TAKEAWAYS
👉 The customer experience entails a lot of things, from showing appreciation to getting feedback and making improvements based on these feedbacks
👉 Insight is more than just a thought; it is internalizing and turning observation into action
👉 Do not let life go by you. Pay attention to the goings-on around you and seek out opportunities. Condition your brain to seek out opportunities linked to what you’re doing
👉 Customer experience begins the moment the customer starts thinking about what they want and how they’ll get it. It begins when want is just a figment of the customer's imagination
👉 “The best businesses recognize it's not about getting a customer; it's keeping a customer and getting them to come back over and over again”
👉 “Recognize all of the different ways customers interact with you, plot them out, and understand the journey that they take.”
👉 Remember; “Interaction over transaction, because the interaction is part of something bigger, the transaction means there's a finality to it.”
👉 “Customer loyalty to me is not defined as a lifetime. It's really defined as every next time opportunity”
👉 Every company employee needs to be adequately trained on their role in contributing to customer experience. They need to understand what the vision of service and experience is for the customer
👉 “Amazement isn't about being over the top and blowing people away with the most incredible service they've ever had…it's just consistently and predictably a tiny bit above average…”
👉 “Train the customer to use the tools that will make them happier when they do business with you”
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Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.
Check out the 3 most downloaded episodes:
- Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
- Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
- [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
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