Contact Shep (314) 692-2200
Top Takeaways:
  1. ‘Unlike the others’ – Being different, quirky, or unusual.
  2. ‘At your service’ – Differentiating the experience through amazing customer service.
  3. ‘On your side, by your side’ – Being the customer’s advocate.


“Lead with the customer first. Keep the customer in mind with every decision that your company makes.” “Customer obsession must involve the leaders of the company, its processes, its strategy, its marketing, and the employees.” “When done right, customer obsession can generate twice the profitability, revenue, and employee retention.” “Customers now expect brands to take a stance on the issues that they care about.” “Every company has a product or a solution, but its people are the most important part of the brand.”


Shirley Macbeth is the Chief Marketing Officer at Forrester. Macbeth has 25+ years of experience as a marketing executive with a proven track record in increasing revenues and building brand awareness for global B2B companies. 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. What is customer obsession?
  2. How do you create a customer-obsessed organization?
  3. What is the difference between customer service and customer obsession?
  4. How has the pandemic changed customer expectations and interactions?
  5. Why is delivering your brand promise important?

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