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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can practicing resilience impact customer service and experience in the workplace? 
  2. What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? 
  3. How can companies transform a transactional customer interaction into a lasting connection? 
  4. What are some effective strategies for leaders to create an exceptional customer experience through their employees? 
  5. How can a company build an emotional connection with its customers in a crowded market? 

Top Takeaways


“Those who get the customer experience right make it common practice. It’s a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers.”  “What gets recognized, gets repeated. One minute spent on recognition creates 100 minutes of initiative.”  “Resilience means to bounce back better. To bend, not break.”  “Resilience is something that all of you want, but brilliance is what you need because brilliance differentiates you in any economy.” 


Simon T. Bailey is the world’s leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.  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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