Learn how to make digital revenue happen. Gain insights into Digital Transformation, the Customer Experience and Innovation by listening to your fellow CMO's as they discuss organizational changes, dynamics, digital transformation, and operationalizing the customer experience using content, programs, campaigns, personas, full life cycles and more.
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Learn how to make digital revenue happen. Gain insights into Digital Transformation, the Customer Experience and Innovation by listening to your fellow CMO's as they discuss organizational changes, dynamics, digital transformation, and operationalizing the customer experience using content, programs, campaigns, personas, full life cycles and more.
Season 8. Episode 4: What the customer expects: Shep Hyken, Customer Service and CX Expert, Shepard Presentations
CMO Insights
22 minutes
2 years ago
Season 8. Episode 4: What the customer expects: Shep Hyken, Customer Service and CX Expert, Shepard Presentations
In this episode, Jeff talks 'all things Customer' with Shep Hyken, Customer Service and CX Expert . Shep is a New York Times and Wall Street Journal Best-Selling Author. Shep's passion for the customer has lead to an extremely successful career including multiple books and in-demand speaking engagements.
Shepard Presentations, LLC was started in August 1983. As a customer service speaker and author, Shep Hyken helps companies build loyal relationships with their customers and employees.
Key take-aways from this discussion include:
Shep's six-step process for defining the client
The problem with technology is not the technology
The role of AI and the customer
The best personality/mentality for customer service and sales folks
The three parts to being a great sales person
The best way to cut down on customer churn
"Great service is mistakes handled well" - Shep Hyken
Connect with Shep on LinkedIn https://www.linkedin.com/in/shephyken/
Connect with Jeff on LinkedIn https://www.linkedin.com/in/jeffpedowitz/
Learn more about The Pedowitz Group https://www.pedowitzgroup.com/
Download a free chapter of Jeff's book 'F the Funnel' https://jeffpedowitz.com/
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CMO Insights
Learn how to make digital revenue happen. Gain insights into Digital Transformation, the Customer Experience and Innovation by listening to your fellow CMO's as they discuss organizational changes, dynamics, digital transformation, and operationalizing the customer experience using content, programs, campaigns, personas, full life cycles and more.
