CX expert, keynote speaker, and author, Shep Hyken, joins the podcast this week to talk customer experience. We discuss:
- Shep’s career to date
- Shep’s experience and growth as an author, from his first book to his most recent – “The Convenience Revolution”
- The background for Shep’s new book, “The Convenience Revolution”, and why he believes convenience can be used as a marketing and customer service strategy
- Why the ultimate goal for organisation isn’t profit, but customer retention and how that is attained
- Why Shep believes customer needs haven’t changed in the last 20 years, regardless of technological advances
- The idea of ‘friction’ and how technology employed by Uber and Amazon has enabled companies to meet preexisting customer needs
- Apple and “retention is the new acquisition” – why customer experience is a culmination of great continued product and customer service experience
- Micro-level disruption: why small businesses don’t need to disrupt their industry, just their competitors
- ‘Give them something to talk about’ – providing exceptional customer experience as a marketing tool through customer advocacy
- The evolution of Shep’s business from keynote speaking to customer service training, and why simple doesn’t equal easy in transforming company customer experience change
- Why Shep believes customer retention efforts should start at day one, not 12 months later – unlike some Telcos…
- Why there is no excuse for poor responses and response times, in an age where communication is online 24/7 and predominately text-based
Fantastic to finally get Shep on the show – he delivers the CX goods in a very insightful and noteworthy chat. Well worth a listen!
Shep recommends reading – apart from The Convenience Revolution – Never Lose a Customer Again by Joey Coleman.