My guest is Shep Hyken, a leading expert in Customer Service and the Customer Experience, a Hall of Fame Speaker, and New York Times & Wall Street Journal bestselling author of The Cult of the Customer and The Amazement Revolution.
Among the many topics Shep and I discuss are the experience economy and how that influences how you sell and support your customers. He lays out the critical difference between customer service and customer success, and describes his 6-step program for building a culture of customer service in your team.
What’s your most powerful sales attribute?
I think reputation has a whole lot to do with it – the confidence that we create through the reputation we have.
Who is your sales role model?
You (Andy Paul). Also, Zig Ziglar and Tom Hopkins.
What’s one book that every salesperson should read?
The Experience Economy by B. Joseph Pine II and James H. Gilmore.
What music is on your playlist right now?
I love Eric Clapton; Santana, The Allman Brothers.