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In Shep’s Opening Monologue…

He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.

The Interview with Mark Samuel:


“We have to help our customers adapt to what they need not only in the moment, but also in the future.” – Mark Samuel “There’s so much joy in being of service, giving to and helping someone else, person to person.” – Mark Samuel “Are you of service consciousness, or are you just doing a customer service job?” – Mark Samuel


Mark Samuel is the founder and CEO of IMPAQ and has over 30 years of experience working with major companies around the world. His most recent book is B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results. 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. Is the customer always right?
  2. What is the “B state” picture of success?
  3. How can I break down business silos?
  4. How can I turn customer service into a personal habit?
  5. What is service consciousness?

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