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Top Takeaways:


“The most important objective for a business should be to grow the value of its customer base.” “Create a shared vision and then free people to pursue that vision. Create an environment where they have a voice and have the ability to shape the way they deliver for customers.” “Rearrange your organization’s politics so they’re aligned with customer outcomes instead of internal objectives.”


Rob Markey is a partner at Bain & Company and a leader in its Customer Strategy and Marketing practice. He also leads the NPS Loyalty Forum and co-authored The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven 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 make my company more profitable by focusing on customers?
  2. Is it more profitable to acquire new customers or retain old customers?
  3. How can I create a better customer experience?
  4. How does the employee experience affect the customer experience?
  5. How do I get customer feedback and what should I do with it?
  6. How can I use NPS (Net Promoter Score) to improve my customer service?

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