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How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

Top Takeaways:

  • 6 Convenience Principles
    • Reduce Friction – Make doing business with you as easy as possible.
    • Self-service – Let your customers control the transaction/interaction.
    • Technology – Create new processes, tools and ways of interacting that make life easier for customers.
    • Subscription – Establish automated, scheduled delivery of products and services that people use on a regular basis.
    • Delivery – Bring the product to the customer, rather than making the customer go to the product.
    • Access – Be available to your customers by location and/or hours of operation.


  • “Self-service needs to have human fallback, for when self-service doesn’t work.” – Shep Hyken
  • “It’s expected that your product will do what it’s expected to do. Add a level of convenience and you take the entire experience to a higher level.” – Shep Hyken
  • “You don’t have to practice all six principals, just the one that’s going to separate you from your competition.” – Shep Hyken


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. To learn more about the latest book visit

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

  1. What is the most convenient company to do business with?
  2. How can I use convenience to create better customer experiences?
  3. How can I be more convenient to create a better customer experience?
  4. How can I disrupt my competition?
  5. How can I take my customer service to the next level?

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