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Embracing Resilience to Achieve Brilliance with Simon T. Bailey

How Building Resilience Can Positively Impact Customer Service

Shep Hyken interviews Simon T. Bailey, world’s leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. 

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

  1. How can practicing resilience impact customer service and experience in the workplace? 
  2. What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? 
  3. How can companies transform a transactional customer interaction into a lasting connection? 
  4. What are some effective strategies for leaders to create an exceptional customer experience through their employees? 
  5. How can a company build an emotional connection with its customers in a crowded market? 

Top Takeaways

  • Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty. 
    • See them as guests. 
    • Personalize the experience. 
    • Anticipate their needs. 
    • Respond immediately. 
    • Keep them loyal. 
  • The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.  
  • Resilience is important in both personal and professional life. It’s about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?” 
  • Recognizing and acknowledging your employees’ efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.  
  • Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance. 
  • Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in! 


“Those who get the customer experience right make it common practice. It’s a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers.” 

“What gets recognized, gets repeated. One minute spent on recognition creates 100 minutes of initiative.” 

“Resilience means to bounce back better. To bend, not break.” 

“Resilience is something that all of you want, but brilliance is what you need because brilliance differentiates you in any economy.” 


Simon T. Bailey is the world’s leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell. 

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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