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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can companies effectively challenge the status quo to drive innovation in customer service? 
  2. What is the “challenger mindset”? 
  3. How can storytelling culture contribute to a company’s success in customer service and experience? 
  4. What drives improvement and innovation in business? 
  5. Why is it essential for companies to create products tailored to their customers rather than finding customers for their products?

Top Takeaways


“It’s not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers.”  “Be the person who is approachable and can help solve problems. When you’re the expert, help the customer by empathizing and communicating in a way that is easy to understand and doesn’t demean the person asking.”  “Zig while others zag. Constantly challenge the mindset and question the status quo. We take so much for granted because it has always been done a certain way. Things won’t change unless we question them.”  “Insatiable curiosity keeps a brand fresh. It continuously creates new ideas and value for those we serve.” 


Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now on Amazon.  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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