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Top Takeaways:


“Time is the currency of experiences. If you get people to spend more time with you, they will spend more money with you.” “Every business today faces the same number one competitor: the smartphone. If you are not engaging people in a compelling way, they can leave you with the mere swipe of a screen, and then they’re gone.” “There’s a fundamental difference between time well saved and time well spent.” “Service is what you do. The experience is the customer’s time.” “Commodities, goods and services exist outside of people. Experiences occur inside people. They are inherently personal and different from person to person.”  


Jim Gilmore is co-founder of Strategic Horizons LLP. He has authored and co-authored several books, has been published in many leading business publications, co-edits Markets of One and teaches/lectures at several colleges and universities. 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 the difference between service and experience?
  2. How do smartphones affect the customer experience?
  3. How can I improve my customer service and customer experience?
  4. What role does personalization play in the customer experience?
  5. How can I effectively engage my customers?

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