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Striking a Balance Between Business and Consumer Needs

Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection.

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The Interview with Ford Blakely:

  • When faced with a problem, it’s important to approach it from the standpoint of convenience. How can you fix things to make them more convenient for your customers and employees?
  • The concept of convenience has come more front and center over the past few years. This is largely due to two main factors. First, the review economy put control in the hands of consumers and allowed them to advocate for what they wanted from companies. Second, the immediacy of convenience created an expectation of on-demand service, placing the importance on how companies deliver their service rather than just what their product is.
  • Even if they’re not your direct competitors, companies like Amazon and Uber have created an expectation of a certain level of guest experience thanks to technology and convenience. Your customers will come to desire and even expect this same level of service and guest experience from you, too.
  • There needs to be a balance with technology use. Some companies implement too much technology, sacrificing the human connection their customers crave. This can prove detrimental to business.
  • As with technology, there needs to be a balance between convenience for customers and convenience for employees/businesses. The goal should be to create convenience for all, but it should definitely be skewed in the customer’s favor. When in doubt, always do what’s best for the customer.


“The default should always be to do what’s best for the customer.” – Ford Blakely

“It’s not about what the business does or sells, but how they’re delivering their service.” – Ford Blakely

“Sometimes what you don’t know can be your best ally.” – Ford Blakely

“It’s simple. If you can combine two things that take extra effort into one… that’s convenience.” – Ford Blakely


Ford Blakely is the founder and CEO of Zingle. He has been involved in startups, finance, and various entrepreneurial projects for over 20 years.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is convenience?
  2. How can I create convenience for my customers and employees?
  3. How can I use technology to create convenience?
  4. How can I balance business with consumer needs?
  5. Can technology in business be a bad thing?


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