Episode 59:
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
What you’ll learn about in this episode:
- Shep’s background
- How to get great feedback (and how to understand feedback that you’re not being given)
- Why your job is not the product or service you create
- The six steps for creating a customer-focused culture
- What you can learn from Walt Disney about great customer service
- Why everyone in your company is your internal customers (and why you must treat them as such)
- Learning from Zappos CEO Tony Hsieh’s 10 core values that their culture is built upon
- Why you need to create a journey map for the journey you want your customers to take
- Thinking outside to take away customers’ complaints
- Why you need to make it easy for your team to succeed (and how that ties into having a clearly defined mission)
- The difference between learners and successful learners
- Why you must act and behave like you want others to act and behave
- Shep’s virtual training course
Ways to contact Shep:
- Shepard Virtual Training: www.shepardvirtualtraining.com
- Website: hyken.com