47 min
Mastering CX: Shep Hyken's Guide to Exceptional Customer Interactions CX Champions
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- Business
This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep is a New York Times and Wall Street Journal bestselling author, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues—acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service. The conversation delves into various aspects of CX, including self-service options, the dangers of commoditization, and the future trends in customer experience.
This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep is a New York Times and Wall Street Journal bestselling author, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues—acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service. The conversation delves into various aspects of CX, including self-service options, the dangers of commoditization, and the future trends in customer experience.
47 min