How to WOW Your Clients with Amazing Customer Experiences | Shep Hyken

The Delivering Happiness Podcast

We invited Shep Hyken, an international customer service and experience expert, to join us to talk about how to create amazing customer experience. While we at Delivering Happiness talk about WOW customer service a lot, Shep thinks that we should change our wording to amazing customer experience. Learn from him what the difference is!
Here are some of the topics In this episode:

• You can now hear yourself on the DH Podcast!
• Fun Dept Activity Answers Revealed!
• The "secret" behind happy customers--(actually we agree that it's happy employees)
• How to develop a trusted brand [like Ritz Carlton] through amazing customer service
• How to maintain and even create a higher level of trust with your customer even through crisis [he shared 5 point framework with us]
• What you can't cut in budget even during a pandemic
• Here is the link to download the Employee ToolKit that Paul mentioned on the call

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He 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. Shep works with companies and organizations who want to build loyal relationships with their customers and employees.

Chapitres

1. How to WOW Your Clients with Amazing Customer Experiences | Shep Hyken (00:00:00)

2. Announcement of our DH Number! (00:00:16)

3. Fun Dept Activity Answers Revealed! (00:02:05)

4. Intro to Shep (00:07:00)

5. Getting to Know Shep (00:08:49)

6. Early Customer Service Lessons before Shep Became a Customer Service Expert (00:13:43)

7. Secrets behind having Happy Customers (00:17:43)

8. How to Deliver Amazing Customer Experiences (00:21:55)

9. How to Create an Amazing Brand [like Ritz Carlton] (00:28:18)

10. What are the Common Difficulties during Crisis? What Shouldn't You Cut? (00:32:16)

11. How to Restore Confidence during Moments of Mystery [Acknowledge, Apologize, Discussing, Owning, Urgency] (00:36:30)

12. Triangle of Satisfaction (00:38:51)

13. "Yes And", Anti-No Zone (00:45:53)

14. How Can Employers Empower Team to Flow Like Water to Serve (00:50:20)

15. Kelly & Paul's Key Take-aways (00:52:14)