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Redefining Influence in the Customer Experience

Showing Up as Your Best Self to Create the Best Customer Experience

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.

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Top Takeaways:

  • Influence is not what most people think it is. It’s not something you can turn on and off, but is instead about consistent messaging (both verbal and nonverbal) that drives people to action.
  • Customer service is all about relationships. Those relationships are built over time through consistent communication and interactions. Predictability and consistency are the foundation for a good customer experience.
  • Remember that communication happens both through language and through nonverbal cues such as body language and facial expression. All of this has an effect on the experience as a whole.
  • What does it mean to be yourself? It’s about bringing your best self to every interaction and every single day. Remember that your name is on every single thing you do.
  • The 3-step process to redefining and expanding your influence is as follows:
    • Make sure you get feedback instead of fluff. Get the truth from people you trust. Find out what works to enhance your influence, and what is getting in your way of influencing your customers.
    • Deliberate practice is crucial. Once you know what is working and what isn’t, you must practice to make the changes you want to see.
    • Be accountable. If you don’t ask for feedback, you will go through life based on feelings instead of facts. Find people you trust to help keep you accountable.
  • Start small. Identify ONE thing that you could have done better, and work to improve that in your next interaction. That’s how you make progress and ultimately, big changes.
  • Deliver feedback in a supportive, kind and helpful way. This does not mean you should be dishonest. It doesn’t cost anything to be nice.
  • Above all, be kind to each other. You never know what someone may be going through or dealing with. And you never know when you may need that kindness from others.


“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:

  1. How can I get feedback?
  2. How can I improve my customer service?
  3. Does influence affect the customer experience?
  4. How can I become a better leader?
  5. How can I communicate more effectively?

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