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Shep Hyken
Chief Amazement Officer at Shepard Presentations
St. Louis, MO, United States
Customer Service Speaker | Customer Experience Speaker | Keynote Speaker | Best-selling Business Author
• SHEP HYKEN, CSP, CPAE, is a customer service and experience speaker and is an international leading authority on customer service, customer experience and loyalty in business.
• NEW YORK TIMES & WALL STREET JOURNAL BSET_SELLING AUTHOR Author of seven best-selling books that have made the New York Times, Wall Street Journal, USA Today and more. Shep has worked with thousands of companies and organizations who want to build loyal relationships with their customers and employees. These include First Abu Dhabi Bank, Agricultural Retailers Association, Sub-Zero Group, The Federal Savings Bank, Anheuser-Busch InBev, Clayton Homes, Self Storage Association, Benihana, NAMM, C.R. England, Comcast, UniGroup, Whataburger, FedEx.
• HALL OF FAME SPEAKER Shep has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
• HIRE SHEP TO SPEAK To book Shep for your next meeting contact us at 314-692-2200, email cindy@hyken.com or visit hyken.com. Visit Shep.TV for hundreds of business videos and samples of Shep speaking.
Shep works with companies and organizations that want to create amazing customer service experiences for their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, The Convenience Revolution and I'll Be Back. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)
Shep Hyken
Points
Academic
0
Author
658
Influencer
1222
Speaker
135
Entrepreneur
20
Total
2035
Points based upon Thinkers360 patent-pending algorithm.
Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report
Forbes
April 30, 2023
Are you looking for a competitive advantage to keep your customers coming back? I have the answer. The 2023 Achieving Customer Amazement (ACA) study, sponsored by Five9, uncovers the current state of customer service and customer experience (CX). This customer service and CX research is vital to anyone in any industry (B2B or B2C) who has customers—and that’s everyone!
Radical Transparency: A Key To A Better Customer Experience
LinkedIn
February 04, 2023
Most customer-focused businesses work very hard to streamline their encounters and interactions with potential clients, curating the experience to the smallest detail so every step of the process can be managed and controlled. It all starts with a customer journey map that optimizes the process. When the process is consistent and predictable, you start to build trust with your customers. And, there’s a way to take that trust to another level, and that’s with transparency.
Why Amazon Wants To Sell Vacuum Cleaners
LinkedIn
August 21, 2022
It was recently announced that Amazon.com would be acquiring iRobot, the maker of the Roomba vacuum cleaner. There are still some “hoops” to jump through, such as shareholder and regulatory approval, but the deal looks promising. So, why does Amazon want to get into the vacuum cleaner business?
Creating An Amazing Customer Experience On A Budget
LinkedIn
August 13, 2022
With the current recession, employment issues and supply chain problems, companies and brands are struggling to provide the same experience they have in the past. Regardless of the cause, companies don’t have the budgets they once had to devote to CX.
How To Get, Grow And Keep Your Best Employees
LinkedIn
August 06, 2022
In a recent article, Why Employees Stay, I shared seven reasons why employees would want to continue working for a company. No. 5 on the list was that the company offers career growth and promotes from within. Let’s unpack that one, as it seems to be a top reason some companies are able to attract and keep good employees.
7 Ways To Create A Content Experience
LinkedIn
July 30, 2022
Content marketing is a sound strategy. Using email, texting, and social media, companies, and brands are taking advantage of an effective way to connect with customers. Most companies use content to deliver value-added information that gets customers excited about what they sell. That makes sense, but it’s limiting. Think beyond marketing and sales. You don’t just want people to buy your products and services. You want them to experience your company. Beyond what you sell, you want customers to know who you are, what you stand for, and more. A good content strategy helps make that happen.
Customer Service The Marriott Way
LinkedIn
July 23, 2022
It was 1927, not quite a century ago, when J. Willard Marriott and his wife, Alice, opened an A&W root beer stand in Washington, D.C. Later that year, the Marriotts added some hot food items to their menu under the name Hot Shoppes. Over the next 30 years, the Marriotts honed their hospitality skills and expanded their restaurant business into food service for airlines. In 1957, they opened their first hotel in Arlington, Virginia. It was run by their son, Bill.
Three Lessons To Create A Better Customer Experience
LinkedIn
July 16, 2022
Customer behavior is changing. Expectations are higher. There’s tension between customers and the brands they do business with. The willingness to leave one brand to do business with another has never been higher.
The Top Five Reasons Customers Don’t Come Back
LinkedIn
July 02, 2022
Whatever you sell, be it a product or service, your customers expect that it will do what it’s supposed to do. If you sell a car, the car should work. If you sell a service, the outcome should meet expectations. That’s table stakes.
Selling To Gen-Z: This Is What They Want
LinkedIn
June 18, 2022
Gen-Z is not your typical generation. By the way, neither was the Millennial generation … or Gen-X, etc. Each new generation has interesting differences, desires, likes and dislikes. Each generation poses its own problems and opportunities, depending on how you view the challenge. A recent report created by Gongos (part of InSites Consulting) shared some interesting information relevant to companies that do business with Gen-Z.
How To Be A Customer-Obsessed Company
LinkedIn
June 11, 2022
“A customer-obsessed organization starts with knowing what the customer wants.” That’s the message from Jeffrey Mezger, chairman, CEO and president of KB Home, a homebuilding company founded in 1957. Mezger joined the company in 1993 and has the lofty goal of being the most customer-obsessed homebuilder on the planet. I had the opportunity to interview him for Amazing Business Radio, and he shared some of his business philosophy—and his obsession—about customer service and experience. While Mezger is in the home-building business, everything he shared in the interview applies to virtually every business. Here are a few of the highlights with some of my commentary:
Covid Policy Stats And Facts You (And Your Company) Need To Know
LinkedIn
June 04, 2022
The controversy over vaccinations continues. We are now into the third year of the Covid-19 pandemic, and while we are heading away from our darkest days, people are still getting sick. Hospitalizations and death, while at much lower rates, are still a big concern. That said, we are now dealing with the pandemic as a way of life, versus the crisis we experienced during the past two years. And a big question that continues to be an issue for companies involves vaccinated and unvaccinated employees.
For decades I’ve preached the importance of customer service and CX, with a goal of getting the customer to say, “I’ll be back.” And for years, top research firms such as Forrester and Gartner have confirmed that customer experience is one of the most important investments a company can make.
The Choreography Of Customer Service
LinkedIn
May 21, 2022
In 1999 Chris Lynam was obsessed with ballroom dancing. He was looking for a summer job and responded to an ad in a newspaper to be a dance instructor for Arthur Murray Dance Studios. That was more than 20 years ago, and that summer job led Lynam to become a successful franchise owner of seven Arthur Murray Dance Studios.
58% Of Customers Will Pay More For Better Customer Service
LinkedIn
April 30, 2022
The study found that 58% said, “Yes.” And just to confirm, later in the survey, we asked a similar question, “Would you pay more if you knew you would receive great customer service?” The answer wasn’t just close. It was exactly the same. Again, 58% said, “Yes.”
Is There Such A Thing As The Perfect Job?
LinkedIn
April 23, 2022
This is a famous line that has been credited to Mark Anthony and numerous others. Regardless of who said it, I believe in it. I’ve been a customer service expert since I started my career just out of college, and I love what I do. As I look back, I can pinpoint exactly when I knew that customer service was important to me. More on that in a moment.
The 2021 Achieveing Customer Amazement Study: The State of Customer Service and Customer Experience
Amazon
November 02, 2021
Your customers are smarter than ever. They know what a great customer experience is. They expect a higher level of customer service than ever. They no longer compare you to your competitors, but instead to the best experience they have received from anyone. It doesn't matter if you sell B2B or B2C, the experiences your customers have with iconic brands such as Amazon, Ritz-Carlton, Apple, etc. set the benchmark for which you are judged.
Shep Hyken, a leading expert in customer service and CX, has created the Achieving Customer Amazement (ACA) report to help you understand the importance and the power of delivering an amazing experience. The ACA is report on customer preferences, habits, and wants to help you create an amazing customer experience.
The stats and facts make the case for the importance of delivering an experience that gets customers to want to come back. It takes more than a great product. Unless you have something that is unique and can't be replicated, you have competition. The customer can choose to buy from you or your competitors. What differentiates you is the experience you provide.
So, dive into the report. You will find information and commentary that will confirm you're already delivering an amazing experience - or will motivate you to do so.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition.
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
Amazon
March 17, 2020
In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create.
The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
Amazon
October 02, 2018
When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.
Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone
Alan Press
September 22, 2017
Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master--and Shep Hyken knows the tricks to making it your own.
In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including:
Showing up ready to amazing
Being proactive
Craving feedback
Taking responsibility
Embracing authenticity
Focusing on excellence
Turning misery into magic
Once you master these habits, you'll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing.
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
Greenleaf Book Group Press
September 03, 2013
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business--in any market and any economy.
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools--like ''Ask the extra question'' and ''Focus on the customer, not the money''--are simple, clear, useful for almost anybody, and supported with compelling research and stories.
Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Greenleaf Book Group; First Edition
April 05, 2011
Customer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
Membership: What if you treated the people you serve like members instead of customers?
Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
Partnership: What if your customers thought of you as a partner rather than just another vendor?
Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
Community: What if you could create a community of evangelists--loyal customers who brag about you to their friends and associates?
Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service?
Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately--by any organization, large or small.
Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!
The Loyal Customer: A Lesson From a Cab Driver
Alan Press
May 10, 1999
In this short book/lesson you will learn the difference between a satisfied customer and a loyal customer. Frank is a cab driver who knew that satisfied customers might give him a nice tip, but loyal customers would call him every time they needed a cab. Read this book and learn the secrets to creating customer loyalty!
Shep Hyken's #1 seller! This is a clearly written, easy-to-read, easy to understand guide to customer service, and is for anyone in any job. Filled with information, techniques, and stories, it will teach you and everyone in your organization to deliver excellent service to your internal and outside customers.
CAO (Chief Amazement Officer), Customer Service Speaker, Customer Serv. & Customer Experience Expert
Shephard Presentations, LLC
August 01, 1983
Shepard Presentations, LLC was started in August 1983. As a customer service speaker and author, Shep Hyken helps companies build loyal relationships with their customers and employees.
Shep's presentations focus on:
Customer Service
Customer Loyalty
Internal Customer Service
The Customer Experience
He has written written five books, "Moments of Magic," "The Loyal Customer," "The Cult of the Customer," "The Amazement Revolution" and, most recently, "Amaze Every Customer Every Time."
In 2003 The Customer Focus training program was created to help companies create a customer service culture and a customer loyalty mindset. The workshops and seminars focus on customer service training, and were created to help develop a mindset dedicated to delivering outstanding customer service to both external and internal customers. A by-product of this customer service training program is that it helps build employee loyalty and a better working environment.
Customer Focused Leadership with Blake Morgan
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July 02, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can leaders in a company build a customer-centric culture from the top down? How does employee satisfaction translate into a positive customer experience? What are the keys to hiring and
Nordstrom’s Customer Service Evolution with Robert Spector
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June 25, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does Nordstrom balance tradition and innovation to stay relevant? How does a successful company prioritize social responsibility in its operations and community engagement? In what ways c
The Employee Experience Revolution with John DiJulius
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June 18, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can every employee contribute to a better customer experience? How can company leaders support successful customer experience investments? What role does employee training play in improvi
Adding Value Beyond the Purchase with Mikhail Naumov
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June 11, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do perks and incentives play in driving customer behavior? How can businesses elevate customer experience and create additional value for their customers beyond their core products an
The Power of Human-Applied AI with Verizon CXO Brian Higgins
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June 03, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Will AI replace human employees? How can AI and human employees work together to enhance customer service? Why should companies prioritize customer experience? What is the role of AI in imp
Challenging the Status Quo of Customer Experience with Joseph Michelli
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May 28, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively challenge the status quo to drive innovation in customer service? What is the “challenger mindset”? How can storytelling culture contribute to a comp
Embracing the Four Phases of the Contact Center with Joseph Walsh
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May 21, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the four phases of a customer service center’s life cycle? Why is it important to understand customer demands in the context of social media and other communication channels? W
Empowered Leadership in Times of Crisis with Brian P. Kruzelnick
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May 14, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can effective crisis management contribute to a company’s success and customer experience? How can leaders effectively prepare for and navigate crises in their organizations? What l
How AI Innovation Drives a Better Customer Experience with Alan Masarek
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May 07, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is customer experience being transformed using AI? What are the evolving communication channels and customer support preferences in today’s digital landscape? What impact does AI
Elevated Experience Equals Emotional Engagement with Richard Weylman
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April 30, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies create elevated experiences at every touch point for their customers? How does the concept of “lifetime value” impact customer-focused decision-making? What
Embracing Resilience to Achieve Brilliance with Simon T. Bailey
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April 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can practicing resilience impact customer service and experience in the workplace? What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? H
Embracing AI to Enhance Customer and Employee Experience with Elizabeth Tobey
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April 16, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does AI impact customer experience and satisfaction? What are the key considerations for businesses when testing and implementing AI in customer service? What role does knowledge management play
Improving Customer Experience from the Backroom to the Frontlines
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January 30, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully trans
Future-Proofing Customer Service with Artificial Intelligence with Anuj Bhalla
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January 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies prepare for the potential impact of AI on job roles in the service industry? How can companies effectively measure and manage processes to improve customer service exp
How to Take Your Employees from Competent to Elite with Art Turock
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January 16, 2024
Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this e
How AI Will Transform Customer Support with Boaz Hecht
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January 09, 2024
Top Takeaways: AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency. By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, compan
How to Create Amazing Customer Experiences in 2024
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January 02, 2024
Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experience
How to Know What Your Customers Want with Akin Arikan
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December 26, 2023
Top Takeaways: The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Once you find
Empowering Employees to Create Customer Moments That Matter with David Diestel
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December 19, 2023
Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and rec
Tips on Creating a Customer-Centric Culture with Steven Van Belleghem
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December 12, 2023
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can
How Any Business Can Adopt a Hospitality Mentality with Josh Liebman
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December 05, 2023
Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. A hyper-personalized experience is making the cust
How a Simple Search Bar Creates a Better Customer Experience with Chris Blaisure
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November 28, 2023
Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get
Balancing Automation and Personalization with Nicole Kyle
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November 21, 2023
Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normali
How Generative AI is Disrupting the Call Center World with Richard Smullen
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November 14, 2023
Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers. AI is redefining customer support. W
Amazing Business Radio: Eng Tan
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January 11, 2022
The “Now” CX Movement Changes Customer Experience Teams Need to Make to Meet the Demands of the “Now” Customer Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr, a company that is redefining the way brands deliver CX. They discuss what CX t
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Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report
Radical Transparency: A Key To A Better Customer Experience
Why Amazon Wants To Sell Vacuum Cleaners
Creating An Amazing Customer Experience On A Budget
How To Get, Grow And Keep Your Best Employees
7 Ways To Create A Content Experience
Customer Service The Marriott Way
Three Lessons To Create A Better Customer Experience
The Top Five Reasons Customers Don’t Come Back
Selling To Gen-Z: This Is What They Want
How To Be A Customer-Obsessed Company
Covid Policy Stats And Facts You (And Your Company) Need To Know
Is Customer Loyalty Dead?
The Choreography Of Customer Service
58% Of Customers Will Pay More For Better Customer Service
Is There Such A Thing As The Perfect Job?
The 2021 Achieveing Customer Amazement Study: The State of Customer Service and Customer Experience
I'll Be Back
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
The Loyal Customer: A Lesson From a Cab Driver
Moments of Magic
CAO (Chief Amazement Officer), Customer Service Speaker, Customer Serv. & Customer Experience Expert
Customer Focused Leadership with Blake Morgan
Improving Customer Experience from the Backroom to the Frontlines
Amazing Business Radio: Eng Tan
