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Customer Service is Engagement

Staying Focused on What Customers Want and Need 

Shep Hyken interviews Jeffrey Hayzlett, Chairman of C-Suite Network. They discuss strategies for persevering in business and providing amazing customer experiences in challenging times.

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Top Takeaways: 

  • No matter what you’re selling, there will always be certain conditions of satisfaction. These will vary from situation to situation, but the basic underlying principle will always be the same: Does it meet the customers’ expectations? 
  • Get in the habit of having frank, transparent conversations with your customers. Communication is key! 
  • Customer service is all about engagement. That’s what people crave more than ever. 
  • Packaging is important and includes more than just what’s on the outside of a product. It could include word choice and tone or mode of delivery. Make sure the packaging is an accurate and positive representation of your brand identity. 
  • While packaging is important, it isn’t everything. The product still needs to do what it’s supposed to do and meet customer expectations. 
  • Customer service has always been about relationships and engagement. The number of followers you have on social media, for instance, doesn’t matter if those followers don’t have a relationship with you and aren’t truly engaged. 
  • Look for the people who are so fully engaged with you that they’ve become your biggest fans. Those people will organically drive more connections for you by telling their friends and family about you and the experience you provide. 
  • Your best innovations and insights can come directly from your engaged customers.  
  • Customer complaints can provide valuable information on how you can improve your products and services. 
  • Leaders and managers need to get on the front line and have discussions with customers to gain an accurate view of what’s happening within their company. 
  • Define and identify your “dream customer.” Recognize you can’t please everybody, but this will help you focus your company vision. 


Every executive should be the most strategic person in the room. You can’t necessarily be the smartest person in the room, but you can become the most strategic through education, motivation, inspiration and the chance for a little monetization.” 

“Find the people who are so super engaged that they’re super raving fans. Those are the people who organically go out and talk about you because they like you and believe in you. They’ve drunk your Kool-Aid.” 

“Don’t think of complaints as complaints. Those are opportunities for product enhancements.” 


Jeffrey Hayzlett is a global business celebrity, speaker, bestselling author, primetime TV host and podcast host. He is the Chairman of C-Suite Network, home of the world’s most trusted network of C-Suite leaders. 

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. How can I find out if my customers are satisfied or not?
  2. How can I keep my customers and employees engaged?
  3. What is customer service?
  4. What should I do with customer complaints?
  5. How can I deliver an amazing customer experience?

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