“At the end of the day, be nice. Customers start with a problem. They want to be happy when it’s all over with. Anything in the middle — that can change all it wants to change.”
– Shep Hyken
In this episode of OneTAKE Live, host Ian Barkin discusses customer service, customer experiences, and all the innovative new ways companies can start prioritizing convenience with Shep Hyken, chief amazement officer at Shepard Presentations, LLC.
These days, it’s not good enough to just meet the needs of your customers and call it a day — you have to truly amaze them if you want to see repeat business. Is your CX charting a path toward better? Or business as usual? Where should companies even begin?
To find out, we asked Shep Hyken. He’s a longtime expert who has dedicated most of his life to studying and creating outstanding CX, starting his first business as a magician at age 12. Since then, he’s spoken all over the world, written several insightful books, and authored countless impactful articles teaching business leaders and companies the transformative power of CX.
“People say, ‘Where do I start?’ And I say, “Why don’t you look at the journey that your customers take with you?’” Hyken says, emphasizing the importance of viewing customer service holistically. “What happens when they have a problem? What’s that journey look like? What does the repeat customer journey look like? So there’s multiple journeys, but when you start to look at that, you can say, ‘Okay. This is the way we’ve been doing it — is there a better way?’ Now we’re designing a better process.”
Join us to learn how reimagining your CX can help build long-term customers on OneTAKE Live!