Shep Hyken interviews Stacey Hanke. They discuss Stacey’s book, Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday® and how redefining your concept of “influence” can revolutionize your customer experience.
“Influence is so much about how we show up and present ourselves every single day. How we communicate Monday to Monday, both verbally and nonverbally, determines the level of influence we really have.”
“Customer service is all about building relationships. Relationships aren’t built through one email or interaction. It’s a series of how someone experiences you over a timeframe where that trust and that influence is built.”
“We always hear ‘be you.’ But what does that mean? To me, it means the best of you shows up every day.”
Stacey Hanke is the founder of Stacey Hanke, Inc. and the author of Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday®. She has trained and presented to thousands on word choice and body language.
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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