Empowering Your Employees to Act Like an Owner with Shep Hyken
Shep Hyken is the Chief Amazement Officer of Shepard Presentations. He works with companies who want to build loyal relationships with their customers AND their employees. He is a best-selling author and Hall of Fame speaker. His real talent is in understanding how the employee experience affects the customer experience. He literally uses magic to make the two work well together.
The direct correlation between internal culture and customer experience is what we dig deep into this episode. He imparts his knowledge about, Moments of truth, Moments of magic and his golden rule, “Do unto your employees as you would want done unto your customers.”
Shep Hyken has created six steps for excellent customer service. Each one builds upon each other. To be successful you need to all of them, consistently and incorporate repetition with a flair. If you look at the research, the companies that exhibit the best customer service have the highest ratings on Glassdoor as well.
- Define the service culture that you want
- Communicate it
- Train everybody to it
- Leaders are role models
- It’s leadership’s job to defend the culture
- Celebrate it
This episode is your opportunity to grow!
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