Welcome to the very first episode of the Creating Superfans podcast! What better way to kick-off than with the world’s top Customer Experience and Customer Service expert, Shep Hyken!
Shep is a New York Times and Wall Street Journal bestselling author, and his latest book is called I’ll Be Back. He’s a hall-of-fame speaker and a HUGE mentor of mine, which is why I was thrilled when he agreed to write the foreword of my book, Creating Superfans.
On this episode, we discuss a few critical CX lessons Shep learned as a twelve-year-old, the world’s oldest customer complaint letter, and Shep’s non-negotiables when it comes to excellent customer service.
Show Notes:
6:39 - What Shep learned on one of his first jobs as a twelve-year-old that powered his philosophy in customer experience
9:05 - The world’s oldest customer complaint letter
11:37- Shep’s non-negotiables when it comes to customer service?
13:10 - That time Shep became texting buddies with the CAPTAIN of his flight
14:48 - Why Shep won’t be returning to one of his favorite restaurants
22:22 - The #1 reason airlines go under
25:26 - My 5-year-old son’s blunt perspective on CX