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Strengthen Your Company’s Core

Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience

Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world.

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Top Takeaways:

  • In order for your organization to succeed, it must have a strong, solid core. The core is made up of your systems, your processes and most importantly, your people.
  • Strengthen your organization’s core using the C.O.R.E. Methodology, which has four steps: create, operationalize, results and evaluate & evolve.
    • Create: The first step is to create systems and processes that involve your entire team, creating greater total buy-in.
    • Operationalize: Once you create your processes, you must operationalize It’s one thing to create something, but it’s another to actually follow through with it.
    • Results: Monitor your results—as the saying goes, “you can’t manage what you can’t measure.” Give your customers a voice as a part of this step.
    • Evaluate & Evolve: Customers and their expectations are constantly and rapidly changing. You must evaluate your progress by constantly asking how you can get better and evolve to keep up with changing demands.
  • Companies need to be more aware of the purchasing power of the female consumer. More often than not, the shopping experience is designed and, in many industries, delivered by men, and yet women are the ones ultimately saying yes or no.
  • Statistics show that women influence 90% of all household purchases, yet 85% of the world’s executives are still men while only 3% of creative directors are women.
  • When something in the customer experience goes wrong, more often than not it’s due to lack of consistency. When expectations are unmet, it causes disappointment.
  • Consistency and accountability are vital to an organization’s success. You must be accountable for your own actions if you hope to create a consistent experience.


“Customer experience most often fails because we don’t do it consistently.” – Katie Mares

“Disappointment is unmet expectations. If you are not consistent in the experience you deliver, to anyone, you will get disappointment.” – Katie Mares

“It’s okay to drop the ball. What’s not okay is to not pick it up and not recognize the part you played in dropping it.” – Katie Mares


Katie Mares, CTDP, MCATD, CPS is the Chief Inspiration Officer of Alkamey Group. She has over 15 years of experience in customer service and leadership.

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

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

 How can I strengthen my company’s core?

  1. What influence does the female consumer have in purchasing decisions?
  2. How can I create a consistent customer experience?
  3. What is C.O.R.E. Methodology?
  4. How do I recover from mistakes?

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