55. How “Slightly Better Than Average” Creates Amazing Experiences w/ Shep Hyken

Amaze every customer every time … that sounds like a promising foundation for a remarkable customer experience, doesn’t it? That’s the theme of the conversation you’re about to enjoy. My guest today is Shep Hyken, Chief Amazement Officer at Shepard Presentations and a customer service expert and speaker. He’s the New York Times and Wall Street Journal bestselling author of six books, among which include:

• The Cult of the Customer
• The Amazement Revolution
• The Convenience Revolution
• Be Amazing or Go Home

In this episode of The Customer Experience Podcast, I talk with Shep about what it means to be amazing, how amazement applies to the customer experience, and how to use video to beat expectations by just 10% each time, every time.

Shep has years of experience in customer service and has been a speaker on the topic for decades. Keep on reading as Shep dives into our discussion about how to deliver an amazing customer experience by being just slightly better than expectations — and about why “fine” is the danger zone for satisfied customers. 

You’ll also hear:

1. Why you have to exceed expectations by 10%
2. How nothing’s changed in CX in 50 years
3. Video techniques to deliver amazement
4. Your brand is a promise
5. How a car dealership amazed Shep with its superior customer service

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