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Rocking Customer Experience with Jim Serger

How Legendary Brands like Van Halen Create Unforgettable Experiences

Shep Hyken interviews Jim Serger, author of seven books, including 9:11 A Time to Always Remember and his latest, Jump: 40th Anniversary of Attending the “1984” Van Halen Concert. Using examples from a Valen Halen concert he attended as a teenager, he talks about the power of customer service and the importance of fostering emotional connections with fans and customers. 

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

  1. How can businesses create experiences that get repeat business and nurture brand loyalty? 
  2. How can businesses think outside the box to create fan-like loyalty among their customer base? 
  3. What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? 
  4. What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? 
  5. Why should organizations prioritize creating special and unforgettable experiences for their customers? 

Top Takeaways

  • Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.  
  • Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it’s dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly.  By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service. 
  • Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.  
  • Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base. 
  • Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in! 


“When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans.”  

“Every time you have a good experience with a customer, you have to remember that they are probably going to tell ten of their friends. And the more that you can make a customer feel important and valued, the more people they are going to tell.”  

“There’s no organization in the world that doesn’t experience problems. But the ones that do the best are the ones that catch them and correct them before they escalate into something major.” 


Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the “1984” Van Halen Concert. 

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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