How We Must Adjust to Exceed our Customers' Expectations

Today's guest is Shep Hyken! In this episode, we discuss how many companies and their sales, operations and marketing teams can work to Exceed Expectations and explore ways to empower your team to make that happened in today’s economy.

Shep is a customer experience expert and the Chief Amazement Officer at Shepard Presentations. He is a New York Times and Wall Street Journal best-selling author who has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. 

Shep works with companies and organizations that want to build loyal relationships with their customers and their employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, and Amaze Every Customer Every Time. He is also the creator of the Customer Focus Program, which helps clients develop a customer service culture and loyalty mindset.

Our discussion combines important information with an entertaining and engaging interview to help craft exciting ideas for our audience. This podcast promises to deliver one of the most exciting and memorable hours you will ever invest and covers:

• Making the customer interaction extraordinary every day
• Thinking about the importance of the people we work with (4:18)
• Upping your game using LinkedIN (5:14)
• Overcoming fear to stay relevant in Social Brand Building (8:16)
• Five steps to move forward on a Know?Like?Trust Continuum (12:21)
• Gaining focus by recognizing satisfied is dangerous (14:40)
• Two things it takes to earn loyalty in a pandemic (or any crisis) (16:12)
• Becoming a trusted advisor (21:57)
• Getting behind the scenes of broken promises (25:28)
• And so much more.

Shep will also help you better focus your recruiting efforts by highlight those things that make a team member the kind of talent that Exceeds Expectations (51:45):

1.   Do they have a Hospitality Mentality?

2.   How will they chip in to help the team?

3.   Upbeat

4.   Well trained and teachable

5.   Do they fit?

6.   Tenacity

Shep focuses a great deal of time in our discussion around building trust and becoming so good at what you do, no matter your position, everyone thinks you are an owner.  He also covers how it is important to develop your team, giving them guidelines that leave room for creativity and working to catch people doing the right things. Finally, we talk about Shep's work giving his good ideas away.

If you have not already, please take the opportunity to connect with Shep on LinkedIn, and please let him know that you heard this on the Talent + Talks Podcast with Scott Rivers.

Links from Today's Podcast:

Shep's LinkedIn Profile: https://www.dhirubhai.net/in/shephyken/

Sheps Company: https://hyken.com/

Also, if you haven't connected with Scott, please connect with him on LinkedIn.  You can find him here:  https://www.dhirubhai.net/in/scottrivers/ and his company at Cerca Talent:  

https://www.cercatalent.com

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

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic?, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus?, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) 

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CERCA Talent is a full-service Talent Firm with strategic focus in the areas of Life Sciences, Diagnostics, Genomics and Biotechnology.

Our clients choose to work with CERCA because of our deep understanding of the industries that we serve. They continue to work with us based on our knowledge and contacts which lead to amazing service to our clients. By working with the best clients, we are able to support them hiring the best talent in the industry.

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Your host, Scott Rivers, is the Managing Director at Cerca Talent+, a Global Recruitment Solutions firm, where he directs the Diagnostics, Device and Genetics Talent Acquisition activities for the organization. Scott’s background as a recruiter, search firm owner and industry sales and marketing director, gives him an inequitable advantage in today’s talent market. Regarded as an expert in Talent Acquisition and Employment Technology, Scott has consulted some of the largest companies in the world on how best to implement talent acquisition strategies into daily practice.

Scott’s past experiences include senior sales and marketing roles at global organizations including Bayer AG and Johnson & Johnson. His last industry position was the Global Director of Oncology Marketing at a Johnson & Johnson Company. There, he was responsible for all upstream and downstream marketing activities pertaining to the molecular oncology products of the organization.

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