Shep Hyken, customer service expert, professional speaker and New York Times bestselling business author, visits Guudjob’s Customer Experience Academy to share with us some tips about customer experience. In this case Shep ensures that you always have to bet on people.
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Customer Experience is what makes a great company so great. Shep Hyken makes clear that even if a product is truly amazing, it doesn’t make a company great. «If you have the best people in the world but your product doesn’t do what it is supposed to do, people are going to look for a better customer service» states Shep.
By the way, even if a company delivers a great customer experience, it won’t survive if the product is not good. According to Mark Grilli, quality products still matter «but in a marketplace where several products are roughly equal, the brand that builds a great experience around that product is the one that will emerge the winner». Read here the full article ‘Why the Customer Experience You Provide Is Your Product’.