Contact Shep (314) 692-2200

The Habit of Service Consciousness

Pulling Yourself and Your Company Toward Success

Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes.

Subscribe and Listen

In Shep’s Opening Monologue…

He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.

The Interview with Mark Samuel:

  • Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results, details a paradigm shift that will lead individuals and companies to success. It’s about getting from point A to point B of success. To get to point B, you must first create a vision of what that B state is for you, then allow that to pull you along rather than trying to push yourself from the A state.
  • By focusing on middle management, cultural changes will trickle down to other areas of company, promoting growth and success.
  • There needs to be a level of human connection and concern in every interaction, and this begins internally in all organizations. More often than not, companies that are rated as good places to work will also be rated positively for their customer service.
  • The customer service industry is changing rapidly. To manage these changes, organizations need to not only handle problems in the present but forecast and strategize for future problems that may arise. The company needs to support the customer through these changes to ensure loyalty.
  • Maintain your own “service consciousness.” When you operate from a mindset of being in service to those around you, it will build positive service habits and ultimately help you deliver exceptional customer service. Find the joy in giving service and making genuine human connections.


“We have to help our customers adapt to what they need not only in the moment, but also in the future.” – Mark Samuel

“There’s so much joy in being of service, giving to and helping someone else, person to person.” – Mark Samuel

“Are you of service consciousness, or are you just doing a customer service job?” – Mark Samuel


Mark Samuel is the founder and CEO of IMPAQ and has over 30 years of experience working with major companies around the world. His most recent book is B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results.

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. Is the customer always right?
  2. What is the “B state” picture of success?
  3. How can I break down business silos?
  4. How can I turn customer service into a personal habit?
  5. What is service consciousness?



Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA