Thursday, July 28, 2016

Let's Talk Customer Experience!

Image courtesy of Shep Hyken
What happens when Shep Hyken invites me to talk about customer experience?

Amazing things happen!

Shep and I could talk customer experience all day.

If you don't know who Shep Hyken is, you've been living under a rock for quite some time now! Shep is, undoubtedly, the #1 thought leader and influencer when it comes to customer service.

I was thrilled when he invited me to chat with him about my 7 Deadly Sins of Customer Experience. Those sins are clearly the foundation for success when it comes to delivering a great customer experience. I loved that we got to start the conversation by differentiating customer service and customer experience. You did know there's a difference, right? From there, we dove into the 7 Sins.

After we finished talking about the Sins, we moved on to what is probably my favorite topic and tool when it comes to the customer experience transformation: journey maps. I've written and spoken about journey mapping many, many times. But never like this: Shep put me through a lightning round of questions about some of the key principles of journey mapping.

To hear the full interview, please visit Shep's site. And be sure to listen til the very end, for that lightning round!

The purpose of every business and organization is to get and keep customers. -Shep Hyken

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