Interview with Shep Hyken about The Convenience Revolution

NYT bestselling author and customer service expert Shep Hyken has a new book coming out October 2, just in time for Customer Service Week.

It's called The Convenience Revolution.

The book focuses on the next wave of service—making it easier for customers to do business with you. It's chock-full of case studies from top companies, both big and small. The best part is it contains practical ideas that can allow businesses of any size to out-service the competition.

Shep shares six convenience principles and invites readers to decide which principles work best for their business:

  1. Reduce Friction

  2. Self-Service

  3. Technology

  4. Subscription

  5. Delivery

  6. Access

I recently had a chance to interview Shep and discuss his new book.

Shep's always an entertaining interview, and he shared lots of great examples and ideas. You can pre-order the book now or buy it on October 2.

Shep's Special Offer

  1. Buy the book on Amazon before October 2

  2. Email your order confirmation to info [at] hyken [dot] com

  3. Shep will email you an electronic version of the book so you can start reading it immediately!


Book Review: Be Amazing or Go Home

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Shep Hyken's new book gets to the heart of what make someone exceptional at customer service.

The genesis of Be Amazing or Go Home was a conversation Hyken had with one of his own employees. This person had been an outstanding contributor for about a year until something changed. Suddenly, her commitment wavered and she began delivering sub-par results.

Hyken's company, Shepard Presentations, operates under the customer service vision, "Always Be Amazing!" He worked with his employee to help her fulfill the vision until it became apparent she had lost her desire. He finally gave her two choices, "You can be Amazing... or go home."

The story has a good ending. His employee decided to go home, and eventually found a new job that was a better fit. She and Hyken are still on good terms. And Hyken's employee was the one who suggested their conversation would make for a good book!

It did.

 

Amazement Defined

This is a concept that Hyken regularly discusses in his books. Here's his definition:

Amazement is a predictable and consistent above-average experience.

I appreciate that Hyken doesn't try to paint a picture of some over-the-top, unsustainable service experience. He correctly argues that doing things a little better than the competition over time will cement a reputation for amazing service.

So it's not a one-time grand gesture. Amazement is what you create when you work at delivering above-average service every single day.

 

The Seven Habits That Create Amazement

Hyken describes seven habits that create amazement.

The book is aimed squarely at individuals, though these are definitely habits customer service leaders can share with their teams. Even a freelance consultant (like me) can pick up some wonderful ideas.

I won't spoil them all (buy the book!). Instead, I'll point out one of my favorites: Amazing People Are Authentic.

This habit really resonated with me. Some of the characteristics of authenticity include being yourself, personalizing your interactions with others, and being as good as your word.

Hyken himself exemplifies all of the seven habits described in his book. These aren't ideas he made up just to write his latest bestseller! He truly lives them each day.

If that isn't authentic, I don't know what is!