Crack The Customer Code

Shep Hyken, the Customer Experience Expert and Chief Amazement Officer of Shepard Presentations, joins the podcast to talk about fusing disparate elements of customer service into one holistic whole. Realistic Customer Amazement Shep’s advice for a stellar customer experience? Foster moments of customer amazement grounded in realism. Any company can do this, Shep says, and you don’t have to create clever, fantastic, or over the top productions. “The amazing companies are just a little above average—all of the time.” In his book The Amazement Revolution, Shep outlines some of his favorite strategies to create those ‘wow’ moments. Want a taste? Shep’s favorite strategy is to foster a membership mentality, like a gym or country club membership. Create loyalty, Shep says. Create that VIP experience for your customers. Know who they are. Call them by name. Add personalization and connection. This will bond your customers to your brand and create loyalty. How can you shift the culture of your company to a custome