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