6 Principles of the Convenience Revolution

 

Amazing Customer Service

Whenever I hear the word “amazing,” I immediately think of my friend Shep Hyken. He probably has the work trademarked. Shep sets the bar high for customer experiences and challenges leaders everywhere to raise their game. It’s not enough to be good. You need to be AMAZING.

His newest book is amazing. It’s called The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty. It’s all about how to wow your customers by becoming more convenient. How do you make it easier to do business with you? Shep takes it one step farther, saying it’s not only for companies but also for individuals.

 

“People do business with people, not organizations—and they do more business, more often with AMAZING people.” -Shep Hyken

 

Shep Hyken is a customer service and customer experience expert and the Chief Amazement Officer of Shepard Presentations. He’s also a New York Times and Wall Street Journal bestselling author, and he has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

 

“Amazement is all about showing up at the top of your game.” -Shep Hyken

 

In this video interview, we talk about the six principles of the convenience revolution. Shep shares examples ranging from 7-11, Amazon, Uber, Panera, Salesforce, Walmart, to small businesses like Shep’s personalized car dealership and a dentist that delivers wow experiences. Learn how these six principles can revolutionize your organization:Convenience Revolution

  1. Reducing friction
  2. Self service
  3. Technology
  4. Subscription
  5. Delivery
  6. Access

 

“What happens on the inside is felt on the outside by the customer.” -Shep Hyken

 

“Think of the relationship before you start reciting the rule book.” -Shep Hyken

“If you think you don’t need to hear constructive criticism, you’re the person who needs it the most.” -Shep Hyken

 

“Every time a customer shares feedback with you, consider it an opportunity to create a disruptive market advantage over your competition.” -Shep Hyken

 

“Friction kills the customer experience-and those who do the best job of reducing or removing it are most likely to win in the marketplace.” -Shep Hyken

 

For more information, see The Convenience Revolution.

 

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