What is the best way you have found to maximize your learning on a topic? Perhaps it is reading, web research, or a combination of ways. Today we will have an interview with Shep Hyken, a customer service expert, professional speaker, and bestselling customer service author for better than 35 years. This is another great way to learn by examining others’ experiences.
Shep works with companies and organizations that want to build loyal relationships with their customers and employees. He has recently published a new book: Amaze Every Customer, Every Time. I like to follow Shep because he shares so many great personal experiences. Such experiences are the best way I’ve found to learn.
His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer, and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as New York Times bestseller. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.
Let’s dive into this interesting subject:
Mike’s question: Shep, how did you get started in this career?
Shep: Back in 1983 I was less than a year out of college and didn’t have a job. I saw a couple of motivational speakers, and thought, “I could do that.” In high school and college, I worked doing comedy and magic in clubs and felt comfortable getting up in front of an audience. I did some research and landed on the topic of customer service, which is something I always believed in. My parents instilled the values in me to do the right thing by other people. So, my dive into this business started with some motivational speaking with the theme of creating Moments of Magic for our customers.
Mike’s comment: A great example of finding your first job. I like to coach on this topic and have done so many times over my career. It is amazing how many young people need help in this area.
Mike’s question: What is your favorite part of the job?
Shep: I love working with our clients. Every client is different and each has their own learning opportunities. While I have done a lot of research in the area of customer service and experience, our clients give me some of the very best education I could get in this field.
Mike’s comment: Ah, learning from others comes up again.
Mike’s question: What does a typical day look like for you?
Shep: I don’t believe there is anything typical about my day. I travel around the world and live the life of planes, trains, and automobiles (in the form of taxi cabs). On the road, I’m up early for an early-morning workout. Next is a good breakfast and then to the meeting room where I meet with clients in preparation for the speech I will be delivering to their employees.
When I’m home in St. Louis I start the day out the same way, with a workout. Once in the office, I’m on calls throughout the day with clients. Every week we shoot videos in our studio, so that is a fairly steady routine. I also do a lot of reading and writing. I read to learn and get ideas on what to write next. I also engage heavily in social media, so throughout the day I interact with my followers.
Mike’s question: You give lots of great advice. If a businessman could only remember 3 things about customer service, what should they be?
Shep:
1. Customer service is not a department. It’s a philosophy to be embraced by everyone.
2. Everyone has a customer, be it an internal customer (who you work with) or an external customer (someone who buys your goods or services). And, in some cases, they have both.
3. Everyone is a leader when it comes to customer service. Everyone can step up and be a role model that others admire and want to emulate. My friend Mark Sanborn says, “You don’t need a title to be a leader.” That is especially true in the world of customer service/experience.
Mike’s comment: If I could pick the most critical things to remember about customer service, it would be taking leadership, initiative, and realizing everyone has a role.
Mike’s question: What are the biggest changes in customer service you have seen in the last decade?
Shep: First and foremost, the customer’s expectations have changed. We (businesses) work very hard to promise great customer service. Companies tout their great customer service and that they have won awards (JD Powers and others). We brag to the customers how good we are, and then we have to prove it. The ones that do set the bar higher for everyone else (thankfully).
Another big change has been in technology. Used to be that you would call for tech support. Now there are multiple channels and companies must be on these channels. Great customer relationship management (CRM) programs help give anyone with access to the program the customer’s profile.
Social media is changing the customer experience for the better. It has given the customer a voice, bigger than ever before. Happy customers evangelize for you on social media. The opposite is also true. No company wants bad reviews, which ups the game for the company to deliver the best experience they can. Customers also benefit from this.
Mike’s comment: These would certainly be at the top of my list. Lots of change still in the future, don’t you think?
Mike’s question: What are your favorite examples of the best customer experience designs?
Shep: Amazon has an amazing online design. Once you set up your account, they remember you when you come back, make suggestions, and more. It’s like a personal shopper is with you 24/7.
So many other companies come to mind; Nordstrom, Ritz-Carlton, Zappos, Four Seasons, Amazon, Ace Hardware, and more. They get the customer experience and are continuously working to improve it.
Mike’s comment: Can’t miss learning from these guys.
Mike’s question: What type of personality is best suited as a public speaker?
Shep: One of the most important personality traits of a speaker is passion. That doesn’t mean you enthusiastically jump up and down on stage. It means you have a strong, yearning desire to share a message. Once a person has that passion, they can work to hone their speaking skills.
Also, the business of professional speaking is really a people business. You talk to people from the stage. You talk with people to prepare for the presentation. And, you talk with people after your programs. You must be gracious and show appreciation for others.