Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
“If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, “It was okay,” will likely leave you the moment something better comes along.”
“If a customer has a negative experience and you do an awesome job of recovering them, they will become more loyal than they would have if the problem had never occurred.”
“Start with an end in mind. Define your desired outcomes, such as revenue, profitability, or wallet share, and work backward. Think about the strategies and changes in customer behavior needed to move the needle towards the goal.”
“Sometimes, the game changers in customer experience come from thinking beyond your current journey map, even into areas your customers don’t even know they want yet.”
About:
Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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