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Top Takeaways:


“What’s happening inside an organization is felt on the outside by its customers.”  “Stop focusing only on your customers when you’re looking at CX. Start looking at what your employees are excited about with your company. A great customer experience starts with a great employee experience.”  “Never be complacent. Customer service and customer experience is a continuous journey. It doesn’t stop when you’re already great. It keeps going because your competition is always trying to catch up.”  “Be accountable. Don’t make excuses or blame others for things that happen. Don’t deflect blame. If a customer complains about something, even if it is not your fault, it is now your opportunity to be amazing and solve their problem.”  “If you want to be competitive, you need to be convenient. Be the easiest company to do business with among your direct competitors and beyond.”


Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. What are some trends to watch out for in customer service and experience in 2024? 
  2. Why is employee experience becoming increasingly important in customer experience? 
  3. What impact do social causes have on customer satisfaction? 
  4. How does the “Amazonation” trend affect customer expectations? 
  5. What role does convenience play as a competitive advantage in the customer service landscape?

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