The Cult of the Customer | Shep Hyken

05/21/20 • 24 min

In this episode of Customer Service Secrets, we talk with Shep Hyken, a customer service/experience expert, keynote speaker, and Time’s best selling author. He talks to us about his concept of the Cult of the Customer. He talks about treating customers so well that they become fanatic evangelists who preach your good name. We talk about how to achieve this level of customer satisfaction, one of the best ways is consistency. Join as we dive deeper into this topic and learn how to apply it.
Why the word Cult? 2:34
Consistency 9:19
Changing Tradition 15:00
Setting Your Company above others 21:20
“The Cult of the Customer is all about people who are fanatical about taking care of their customers, both internal and external... Ideally doing such a great job that these customers become evangelists.” 4:15

Previous Episode

The Standard for How to Treat Your Customers | Jeanne Bliss, Customer Bliss

In this episode of Customer Service Secrets, we talk with Jeanne Bliss, Founder and CEO of Customer Bliss. We talk about about her book which explains her philosophy on customer experience. Too often we are watering down or over complicating customer service. Jeanne expresses her thoughts in a way that can help any company, no matter size. Jeanne also offers a link to the first chapter and quiz to her book for our listeners.
Would you do that to your Mother? 2:14
How to start Enabling Employees 7:53
Don’t make me feed you Soap 11:58
Pillars 3 and 4 14:10
“Do you allow for human error? If you return that rent a car 3 minutes late are you get dinged for half a day?...People above process.” 15:31
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The Customer in the Future | Blake Morgan

In this episode of Customer Service Secrets, we talk with Blake Morgan, a customer experience expert, keynote speaker, and author of the Customer of the Future. Blake shares how customers and companies are changing and need to change in order to survive. She also speaks on why today and moving forward customer experience needs a greater focus. We also discuss her recent book.
More about Blake 0:57
The Customer of the Future 2:59
The Company of the Future 4:36
Why Does CX Matter to Companies today? 8:26
Recent Book Release 11:34
“Customer service is the only way to stand out. Our products and services have become commodities. We’re simply competing on price. Maybe that works in the short term, but in the long term... we have to compete on experience.” 8:44