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

Shep Hyken's Website

Shep on LinkedIn

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About Brittany 

Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. 

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