Brief Summary of Episode #329
In this episode of the Banking on Digital Growth podcast, James Robert Lay welcomes Shep Hyken, a leading authority on customer service and customer experience.
They discuss the importance of creating a positive customer experience in today's digital world, particularly for account holders at banks, credit unions, and fintech companies.
Shep Hyken is the Chief Amazement Officer of Shepard Presentations and is considered one of the world's leading authorities on customer service and customer experience.
Shep discusses what makes for a positive customer experience in today's digital world and emphasizes the importance of trust between the account holder and the financial institution.
He highlights the need for convenience, personalization, and responsiveness in delivering a positive customer experience.
Shep believes that providing exceptional service and going above and beyond customer expectations can lead to customer loyalty and advocacy.
He also emphasizes the role of technology in enabling a seamless and integrated customer experience. Overall, Shep advocates for a customer-centric approach that focuses on building trust and delivering value to the customer.
Key Insights and Takeaways
- Generating increased digital leads through customer conversations (12:58)
- Shep's 6-step process for successful customer business relationships (19:36)
- The importance of employee experience in driving customer experience (21:39)
