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Top Takeaways:


“It all comes down to the idea of delight. It’s an underutilized word. Have a process for working surprise and delight into every single customer journey.” “Customer service should be your growth team. These are the people who turn your customers into superfans who then go and tell all their friends about you. Whether you’re B2B or B2C, it doesn’t matter. Your service center is your growth team.” “Automate processes, never relationships.”


Matthew Barnett is the CEO and “Papa Bear” of Bonjoro. Originally trained as a designer and artist, Matthew is committed to building both great products and great culture. His goal is to be the next Zappos—the most loved brand in the world. 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:
  1. How can I create an amazing company culture?
  2. How do I define my core values?
  3. In what ways can I surprise and delight my customers?
  4. How can I build the most loved brand in the world?
  5. How can I personalize an online experience?

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