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Creating Confidence Building Communication

Delighting Customers Through Effective Communication

Shep Hyken interviews Justine Tavares, Director of Customer Success at TextExpander, a productivity tool that automates repetitive tasks and improves communication efficiency. She talks about improving customer relationships through customer-centric, up-to-date, and consistent messaging.

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Top Takeaways:

  • TextExpander allows you to access all of the things your team needs at their fingertips. It empowers teams to access the information they need to do their day-to-day, such as support responses, e-mail replies, sales pitches, and many more. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time.
  • Up-to-date and consistent messaging ensures customer delight. Whenever an update is implemented within your organization, ensure it is communicated from the frontline to the back office so that everyone can access the same information.
  • You don’t always make decisions that are going to make the customers happy, but always keep them in mind when making them.
  • Proactively communicate changes that could impact customer experience. Provide transparent and open communication with your customers. When there’s a change that a customer may not be excited about or happy about, it is received better.
  • Over-communication is better than no communication. Having information gives customers a sense of control and confidence even when they are facing problems or delays.
  • When you want to create loyalty and an amazing experience, the word you want to hear the customer use is “always” in front of something good. For example, “They always take care of me even when there’s a problem.”
  • Plus, Justine shares how TextExpander uses “white glove onboarding” to meet customers where they are. Tune in!


“The customer should be at the core of everything that we do. We think about the customer first in every decision we make and every product we release.”

“Customers don’t like to be kept in the dark. Whenever a customer is waiting for an answer or a solution, and there is an update, provide it. If there are no updates, let the customer know that, as well.”

“Active listening builds trust. It is how you uncover your customer’s pain points and goals. It ensures that you are on the same page and are aligned on the next steps.”

“Speak to your customers. Use your client-facing team who speak and learn from your customers every day to better understand what they want.”


Justine Tavares is the Director of Customer Success at TextExpander. She empowers her team to create customer-centric strategies to help individuals and teams achieve productivity goals.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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

  1. What is Proactive communication?
  2. How is communication important to customer delight?
  3. How can efficient communication achieve customer satisfaction?
  4. What is white glove onboarding?
  5. How do you deliver bad news to customers?

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