How To Create an Amazing Customer Experience

November 3, 2016

Shep Hyken

Shep Hyken

Chief Amazement Officer

10:00 AM  -  11:00 AM
Opal Ball Room
General Audience - Opal Ballroom

Customer service guru, Shep Hyken will discuss how important service is in today’s world and how to make your organization a star in your customers’ eyes. Providing excellent customer service isn’t something you can do once in a while – you need to do it consistently. Meeting and exceeding customer expectations needs to be at the top of everyone’s thinking at all times. If the quality of your service is inconsistent, your customers will not be pleased. Once the bar has been set, lowering it will disappoint customers. Some of the content in this presentation includes Jan Carlzon’s Moments of Truth, Moments of Magic, meeting and exceeding expectations, handling confrontations, building relationships and more. Shep supports all of the concepts with specific “how to’s” that the audience members will want to immediately put into action. Shep dives into the best practices for providing excellent customer service, covering a range of topics, including:

  • Maintaining a Standard of Excellence
  • Exceeding Expectations
  • Creating Moments of Magic
  • Customer Service vs. Customer Success

Session Category :  Analyst Sessions  Executive Sessions  General Audience