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How to Create Customer Happiness with Chase Clemons

How can we move from just satisfying our customers, to making them truly happy, which results in loyalty?

Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers.

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Top Takeaways:

  • The best thing you can do for your customers is to surprise them. If they have an issue after you fix it, and you notice they have been a customer for a long time, give them something. Give them a free month, send them some flowers, chocolates, or a book. Don’t tell them you are going to do it. Let it be a surprise. That’s the next step in getting the loyalty you are after and establishing and deepening the relationship.
  • Don’t just resolve the customer’s initial question at face value. Ask questions and dig further to find out the details of their request. This will not only allow you to answer their initial request, but will open the door to resolving other potential issues, and will allow you to make the best suggestions for them as well.
  • Make sure you take time for yourself. You’ve got to put your oxygen mask on first – meaning you have to take care of yourself first or you’ll burn out and you won’t be good to anyone. Chase believes, “Work a good 40 hours a week.” It’s important to make sure you and your employees have a good work-life balance.


Chase Clemons is a hands-on “in the trenches” with his customers in his role as a customer support pro at Basecamp. Basecamp is a project management software that helps their clients stay organized as they work through projects. Chase is also the host of the Support Ops podcast, a popular show for people in the customer support industry.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“Take the experience and make it something that the customer can truly be happy with, rather than a checking-the-box, yes, I-got-that-done kind of experience.” – Chase Clemons


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

  1. What is the best thing you can do for a customer?
  2. How do you create a human experience for your customers?
  3. How can you create a personalized experience for your customers?
  4. What are some customer service best practices?
  5. How should you answer customer complaints?
  6. Why is a satisfactory, or an average, experience not good enough?

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