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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can businesses identify and eliminate points of friction in the customer process? 
  2. How has the shift in customer behavior influenced the focus on understanding customer choices and social proof? 
  3. Why is customer service the most important marketing tool for brands? 
  4. How does prioritizing customer experience serve as a competitive advantage for businesses in today’s market? 
  5. How has social media shaped brand perception? 

Top Takeaways


“What people say about our brand today is more impactful than what we say about ourselves.”  “There’s nothing wrong with getting credit for doing good work. Remind your customers what you do for them and what they are paying for so that they never have to wonder whether or not they are getting their money’s worth.”  “The competitive advantage in a marketplace replete with talent and great choices is being ridiculously easy to do business with.” 


David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It’s Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it.  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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