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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
  1. What role does employee experience play in customer experience? 
  2. Why is paying attention to market and competition crucial for businesses? 
  3. How can companies improve employee experiences for better customer experiences? 
  4. How can companies design experiences to enhance customer retention and acquisition? 
  5. What is the significance of uncovering friction in business processes?

Top Takeaways:


“Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service.”  “As executives at your firm, go and live the customer and employee experience yourself at your own business and your competition.”  “If your organization is not  delivering an exceptional employee experience, that will translate into less exciting customer experiences.”  “As consumers, we have less and less patience for friction. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.”  “It’s not just customer friction. There is employee friction, too. There is friction everywhere, and it may not necessarily go away. The key is to constantly make it smaller and smaller.


John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.  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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