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In Shep’s Opening Monologue…

He compares the profitability of customer acquisition versus customer retention.

The Interview with Brian Sprinkle:


“If you can keep your employees happy, they’re extremely likely to make customers happy.” – Brian Sprinkle “If you want to have excellent customer service agents who provide excellent support to customers, the first step is providing those agents with excellent support.” – Brian Sprinkle


Brian Sprinkle is the Global Customer Service Manager at Big Ass Fans, the world’s leading manufacturer of high-volume, low-speed fans. 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. Is customer retention more profitable than customer acquisition?
  2. What are the key qualities to look for in customer service employees?
  3. How do companies use surveys to improve their customer service?
  4. How can companies increase survey response rate?
  5. What is the number one step to take to ensure customer happiness?

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