Shep Hyken, Customer Service & CX Expert
Brittany Hodak, Keynote Speaker & Author of Creating Superfans
Episode 18
Episode 17
Episode 16
Episode 15
Episode 14
Episode 13
Episode 12
Episode 11
Episode 10
Episode 9
Episode 8
Episode 7
Episode 6
Episode 5
Episode 4
Episode 3
Episode 2
Episode 1
Season 1
© 2024 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA
You may be surprised to hear us say this, but…
The customer is NOT always right! 🚫
In episode 18 of The SUPER AMAZING Show, Brittany and I talk about how to let your customers be wrong with dignity and respect.
How can you demonstrate empathy and politely let your customers know that they’re *not* right?!
Watch here: hyken.com/superamazingshow/
Do your employees think of their jobs as nothing more than a paycheck, or are they truly fulfilled by their work? Brittany always says that apathetic employees create apathetic customers. If you don’t have superfans inside your company, it’s virtually impossible to have them outside your company.
In episode 17 of The SUPER AMAZING Show, I share about the Employee Hierarchy of Needs and what you can do to make sure your employee experience is setting the stage for an exceptional customer experience. 🔺
Our challenge to you this week: learn something new about each of your employees!
We’ll see you next week for another episode of The SUPER AMAZING Show!
It’s that time of the quarter again…
This Thursday is the second ‘Get To Know Your Customers Day’ of 2024. And here’s how you should celebrate it:
Get on the phone with your clients and ask them, “What is one thing you can think of that would make doing business with us better?”
For more on this task, watch episode 16 of The SUPER AMAZING Show: https://hyken.com/superamazingshow/
👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/
A common mistake companies make is they fix issues without addressing whatever system, process, behavior, (or lack thereof) led to the problem in the first place. They move so quickly from fire to fire that they fail to notice there’s someone on the team throwing lit matches.
Our challenge to you this week: identify the problem you are asked to solve more than any other problem. This will be your roadmap to adjusting your systems and making incremental improvements for your customers.
Check out episode 15 of The SUPER AMAZING Show for how to handle this initiative with your team.
In business, mistakes are unavoidable and sometimes customers get upset. But what truly matters is how we respond. Our aim isn’t just to rectify the issue; it’s to restore confidence.
There are few issues you can’t overcome with a sincere, proper apology. That annoyed or upset customer might just become a loyal advocate after they experience firsthand how much you care and how hard you’re working to solve their problem.
Watch episode 14 of The SUPER AMAZING Show to hear Shep’s 5-step process for handling customer complaints.
We were all taught to treat others the way we would want to be treated, right?
In reality, not everyone wants to be treated the same way.
Others have different backgrounds, life experiences, personal situations, beliefs, preferences, access to technology, and so on, meaning their preferences may be different from yours.
In episode 13 of The SUPER AMAZING Show, Shep and Brittany discuss Dr. Tony Alessandra’s Platinum Rule and how it can help you create more relevant and personalized customer experiences.
Repetition is critical for exceptional customer experience.
Our actions teach our customers what to expect. And because sharing feedback about experiences has never been quicker or easier, those actions reach far beyond the customers who are immediately impacted.
That’s why it’s important to “start over” with every single customer. What exactly does this mean? Shep explains this concept from his book, Amaze Every Customer Every Time, in episode 11 of The SUPER AMAZING Show: https://hyken.com/superamazingshow/
How do you measure customer experience?
Personally, my favorite way to measure CX is this simple framework:
For every one-to-one interaction you have, there are three possible outcomes for the other person. At the end of the exchange, they’ll feel better, worse, or the same as they did before.
Here’s a secret to not only great customer experience, but also to making your entire life better: try to make as many interactions as possible net positive experiences.
Check out episode 10 of The SUPER AMAZING Show to learn more: https://hyken.com/superamazingshow/
PSA: the first Friday of March is Employee Appreciation Day!
A lot of managers confuse recognition and appreciation. While they’re both crucial for a positive employee experience, it’s important to know the difference between the two.
Recognition = gratitude for an employee’s contributions (“great job on that proposal!”) Appreciation = gratitude for an employee’s inherent value as a person (“your creativity is inspiring!”)
Take the time to acknowledge your team members for who they are, not just what they do. If you do this on a regular basis, you’ll create more superfans inside the company.
Watch episode 9 of The SUPER AMAZING Show to hear our tips on how to express appreciation for your employees.
Are computer-generated cards a waste of time, or are they a perfect solution for sending notes at scale? 🤔
In episode 8 of The SUPER AMAZING Show, Brittany Hodak and Shep Hyken weigh the pros and cons of automated card services and offer advice for integrating these platforms into your customer experience. ✉️
In the last episode, Shep and Brittany shared their best practices for creating and distributing customer surveys. Now it’s time to analyze and, more importantly, implement that feedback!
Watch episode 7 of The SUPER AMAZING Show for their tips on disseminating survey results across your organization and putting customer insights into action.
It’s never been easier to glean information about what customers do and don’t want. However, there’s a right way and a wrong way to collect feedback.
In this week’s episode of The SUPER AMAZING Show, Shep and Brittany share their best practices for creating and distributing customer surveys.
Watch episode 6 here and come back next week for tips on how to put your customer insights into action.
Valentine’s Day is just around the corner… how do you plan on showing your customers AND employees that you care about them?
Showing appreciation should be a year-round activity, not something you put off until December. Client mailboxes, like church pews, are more packed than usual during the holidays. Giving gifts between mid-November and mid-January isn’t a strong strategy. There’s a ton of competition and the gifts feel somewhat obligatory—just another component of the check-the-box marketing plan.
Check out episode 5 of The SUPER AMAZING Show for some ideas on how you can celebrate your customers and employees this Valentine’s Day!
We all bring our own biases, backgrounds, and blind spots into our decision-making, no matter how much we might try not to.
Representation matters, and one of the reasons diversity is such an important part of customer experience is that no person is going to have the background to represent all people. The more you have in common with the people helping you make decisions, the more likely you are to miss something that might be glaringly obvious to another audience.
Check out episode 4 of The SUPER AMAZING Show to learn more about the impact of diversity on your customer experience.
Did you know that the third Thursday of each quarter is Get to Know Your Customers Day? Well, now you do!
Since this Thursday (1/18) is the first #gettoknowyourcustomersday of 2024, we’re giving you a challenge to complete this week: ask your customers what you can do to make their lives easier!
So many companies try to read the minds of their customers instead of simply asking them for their feedback. Your customers WANT to share their insight with you and, more importantly, see the changes you make as a direct result.
Use this quarterly reminder to check in with your clients and see how you can serve them better. See you next week for episode 4 of the SUPER AMAZING Show!
#customerexperience #customerrelations #customerfeedback #customersurveys #customerreviews #customerexperiencetips #customerinsight
There’s no better way to kick off the New Year than by aligning your team around the promise of customer centricity.
Are you READY to be customer-obsessed?! 🙋♂️
Shep and Brittany are so excited to bring you the SUPER AMAZING Show, a weekly video series designed to help you and your team make incremental, yet impactful improvements to your customer experience.
Check out episode 1 and get ready to make 2024 your most successful year yet! #customerexperience #customerexperienceetips #customerservice #customerservicetips #customercentricity
COMING SOON!
I am SUPER excited to share this AMAZING announcement! Starting this January, Brittany Hodak and Shep Hyken will share tips on becoming more customer-centric, cultivating a relationship that will make your customers come back again and again, creating super fans of your business, and so much more!
Tune in to The SUPER AMAZING Show every week, starting January 2, 2024, for quick, actionable tips for your team!