Amaze Your Customers and Fans w/ Shep Hyken

Making the Fan

English - March 12, 2021 19:00 - 1 hour - 44.1 MB - ★★★★★ - 38 ratings
Business Sports customer experience sports business fan experience employee engagement corporate culture revenue generation consumer insights operations sportsbiz consulting Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Leadership Lessons from a Disney Legend w/ Lee Cockerell

Next Episode: How Fandom is Evolving w/ Zoe Scaman

Our guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of "Amaze Every Customer Every Time," "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution."

Shep, KG, and David cover everything from designing an organization's purpose to how customer service has changed for the future due to the pandemic.

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Show Notes:

(07:53) Learning customer service at age 12

(11:02) “Without customers, you don’t have a business”

(15:25) Marketing creates repeat customers; loyalty is a connection

(18:49) Crafting genuine and transparent mission statements

(21:46) Purpose statements in practice - lessons from the Ritz-Carlton and Disney

(26:05) Creating mission statements that clearly articulate your values

(29:51) Shep’s Six Simple Steps to Create a Customer Service Culture

(31:52) Unpacking Step #3: Train It

(37:16) The shortest customer service speech in the world

(39:13) “I’ll Be Back - How to Get Customers to Come Back Again and Again” - Shep’s next book

(43:55) Looking outside your industry for inspiration

(45:15) Customer service is not a department, it’s a philosophy

(47:23) Rapid Fire Questions

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Additional Notes:

Purchase Shep’s Books

I’ll Be Back: How to Get Customers to Come Back Again and AgainThe Convenience RevolutionAmaze Every Customer Every TimeThe Amazement RevolutionThe Cult of the CustomerMoments of MagicThe Loyal CustomerBe Amazing or Go Home

Shep’s Book Recommendations:

The Effortless Experience by Matt Dixon

The Experience Economy by B. Joseph Pine II and James H. Gilmore

How to Connect with Shep:

https://hyken.com/

Shep’s Customer Service newsletter

Shep TV on YouTube

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Today’s epi

Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay