Shep Hyken

Our customers are smarter than ever before. They no longer compare us to a direct competitor, but instead to the best experience they have ever had from anyone in any company. The customer service and CX bar have been raised. Now, more than ever, we must deliver an amazing customer experience that sets us apart from our competitors. In this fast-paced and informative presentation, Shep shares strategies and tactics that the best organizations use to differentiate themselves from their competitors and create fierce loyalty. He will pull the best content from his books and articles most appropriate for your audience. This could include simple and common-sense strategies to create a customer-focused culture and more! The audience will walk away with ideas they can put to use almost immediately.

Customer service is not a department. It’s a philosophy. Customer Experience (CX) is not just a strategy. It’s ingrained in the culture. These concepts must be part of the organization’s culture and be embraced by everyone from the CEO to the most recently hired. Shep shares his six-step process to create and maintain a customer-focused culture that creates customer and employee loyalty. Shep preaches that what’s happening on the inside of the organization is felt on the outside by its customers.

Business is about relationships… relationships with both customers and colleagues. People want to do business and work with companies and people who are amazing… people who consistently meet and even exceed expectations. It’s not as hard as you might think. Many people see the word amazement as a WOW experience that goes over the top. On the contrary, being amazing is within everyone’s grasp. In this fast-paced, entertaining and informative presentation, Shep shares specific tactics and tools to help the audience, as individuals, build stronger relationships that create confidence and deliver an amazing experience to their customers and colleagues. Being amazing is about being consistent and predictable. It’s a mindset and a choice. And the choice is simple… Be Amazing or Go Home!

We’ve experienced (or are currently experiencing) scary times, such as a rocky economy, employment issues, supply chain issues, and even a worldwide pandemic. Amid tough times and/or a crisis, we must stay focused on taking care of our customers and employees. Shep shares ideas and tactics to help maintain and improve customer service and CX during tough times and beyond.