Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It, and how to go from being a “nincompoop” to creating an exceptional customer experience.
“Some people say the secret of life is low expectations. But I don’t think we should do that to our customers.”– John Brandt
“In business, as in our personal lives, a relationship is fundamentally forged in a moment of crisis. In a moment of crisis, you find out who you can trust and who you can’t.”– John Brandt
“You can’t improve customer experience and value unless you go live with your customers. Go be a customer with your customers.”– John Brandt
John R. Brandt is the author of Nincompoopery: Why Your Customers Hate You—and How to Fix It. He is also the CEO and founder of The MPI Group.
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:
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