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Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks

How can you create the best experiences for your customers?

Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small.

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Top Takeaways:

  • Your first customer is always your team. Be consistent with them. Empower them so they can achieve what they desire while delivering a consistent experience for your customers.
  • The key is not in being perfect; the key is to be human. When something doesn’t go perfectly, respond quickly to fix it, improve or to do what you need to do get back on track.
  • Wow is not about Champaign, caviar, or fireworks. Wow is about connecting with your customer and delivering just a little above their expectations – all the time.
  • You don’t build customer loyalty by having the cheapest product. You build loyalty by giving an experience that the customer values.
  • Think Small If you don’t pay attention to the smallest details, then everything else will unravel. Your customer is looking for consistency and wants an easy experience.
  • Tenacity – Never give up in your pursuit of delivering the best customer experience possible, one that, at a minimum slightly exceeds your customers’ expectations.


Jason Bradshaw is the Director of Customer Experience at Volkswagen Group Australia.  At just fourteen-years-old, he started his own telecommunications and hardware distribution business. This first foray into entrepreneurship gave him a taste of how to offer customers an experience, not just a product. It was there he began a lifelong passion for customer experience.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author and your host of Amazing Business Radio.

“If you are constantly thinking small, it gets your closer to being number one. And that makes you great.” – Jason Bradshaw


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

  1. Why is it important to think small?
  2. How do you build customer loyalty?
  3. How do you create an amazing customer experience?
  4. What is the key to creating customer loyalty?

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