Contact Shep (314) 692-2200

Top Takeaways:


“Marry the message to the experience. The marketing and promotion should be congruent with the actual experience the customer receives.”

“If your employees don’t believe that what they’re doing has any meaning, you can pay them all the money in the world, and it will not mean anything. As leaders, we must create meaning and purpose for everybody working with us.”

“Once you determine what makes your product and brand unique or different, do not promote it to the world until you first share it and celebrate it with your employees.”


Barry LaBov is the founder of LABOV Marketing and Training in Fort Wayne, Indiana. He empowers brands to impress their customers and capture the hearts of their employees. He is the author of The Power of Differentiation, a book that helps leaders discover and share what makes their brands unique.

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

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

  1. How can companies bridge the gap between their brand image and customer experience?
  2. Why is onboarding and training important in creating a consistent customer experience?
  3. How can brands differentiate themselves from their competition?
  4. What role does employee engagement play in creating a positive customer experience?
  5. How can leaders ensure that employees find meaning and purpose in their work?

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