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

7 Tenets of Taxi Terry

It Started With A Question

 

“Are you ready for the best cab ride of your life?”

When the door slammed shut, Scott McKain wasn’t only taking a cab ride to his hotel.  He was embarking on one of the greatest customer experiences he could imagine.  Not only would Scott enjoy a memorable cab ride, he would exit that taxi with lessons that can make a difference in every business.

 

Research: 73% of customers will do business with you because of friendly employees.

 

 

The taxi driver, Taxi Terry, didn’t know that he had just picked up my friend, bestselling author, extraordinary professional speaker, and customer service expert Scott McKain.  Of all the people in the world to pick up at the airport, Taxi Terry picked up a global expert in standing out, in the art of distinction. In fact, he is the Chairman of the Distinction Institute.

 

7 Tenets of Taxi Terry

  1. Set high expectations and then exceed them.
  2. Delivering what helps the customer helps you.
  3. Customers are people, so personalize their experience.
  4. Think logically and then act creatively and consistently.
  5. Make the customer the star of your show.
  6. Help your customers come back for more.
  7. Creating joy for your customer will make your work–and life–more joyful.

 

That simple, enthusiastic question, directed to an exhausted traveler one night was the beginning of a customer experience that tens of thousands of people have learned from. Scott has presented the lessons he learned to audiences around the world.  And the lessons are now available in a new book, one that will inspire you.  7 Tenets of Taxi Terry is sure to be one of the enduring business books that will come up in conversations everywhere (yes, even in a cab!).

 

“If you want your business to get better, the first step is for you to get better.” –Scott McKain

 

Do You Want to Create Memorable Customer Experiences?

4 Cornerstones to Create Distinction

In an increasingly competitive marketplace, how can you make your business stand out?

When you’re competing for the job or the promotion, how do you not only differentiate yourself from others but distinguish yourself as the best candidate?

What do you do when you’ve already taken your business from good to great, but great doesn’t cut it?

Creating Distinction

Scott McKain is a global expert in the art of distinction. In an increasingly competitive marketplace, Scott helps companies rise above mediocrity and sameness to achieve record growth.  His own career is also distinctive.  He’s one of my favorite professional speakers. He is both a member of the Speaker’s Roundtable and the Speakers Hall of Fame.  He’s a bestselling author and also a personal friend.9781608324262

Whether in the boardroom or on the platform, Scott is passionate about helping businesses and individuals create distinction.  His latest award-winning book is called Create Distinction.  I love what the subtitle adds: What to Do When Great Isn’t Good Enough to Grow Your Business.

Do you ever feel that way?  That your business is great, but in the world we are in, great just isn’t good enough?  What do you do?

Scott McKain offers what he calls “The Four Cornerstones of Distinction”:

  1. Clarity
  2. Creativity
  3. Communication
  4. Customer-Experience Focus

 

CLARITY

 

The first cornerstone of distinction is clarity.  This requires you to define who you are, what you’re about, and, just as importantly, who you are not.

Clarity means you are precise about who you are—and just as exact about who you are not! Scott McKain