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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can every employee contribute to a better customer experience? 
  2. How can company leaders support successful customer experience investments? 
  3. What role does employee training play in improving customer satisfaction? 
  4. What are common staffing mistakes that companies should avoid for better customer service? 
  5. How are customer retention and employee retention similar? 

Top Takeaways


“The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers.”  “You can’t fully separate your personal and professional life. If employees are miserable in a toxic work environment, it impacts their overall happiness. So, you want your employees to be proud and have meaning and purpose in what they do.”  “If you are not taking care of your employees, you will have the problem of having to train new ones every 90 to 120 days. If they are not happy, you cannot keep them.”  “If you set out to change your company culture to turn it into a customer-obsessed culture, but you don’t have support from the leadership, it is a wasted investment.” 


John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.  Shep Hyken 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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