We recently sat down with customer experience and service expert, New York Times and Wall Street Journal bestselling author, Shep Hyken and discussed how and where to start your customer service journey. More importantly how everyone in every role needs to understand their role within the customer experience – even if they never interact with their clients.

Customer Support Highlights:

  • How to become service aware
  • Building a customer-centric DNA
  • Data and metrics you need to know
  • Steps to creating customer focused business

In this episode Shep and I tackle key phases of customer support from building a customer support team and creating a customer focused culture to understanding the data needed to evolve and improve your customer experience.

Watch the video below for all the insights:

Want to see how other SaaS businesses are approaching customer experience from support to onboarding? Take a look at our FROGED Case Studies, and get into the nitty gritty of customer journey mapping insights from our Fireside chat with Nate Brown.

More about Shep Hyken

Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he’s the author of 8 books, including his latest book I’ll Be Back: How to Get Customers to Come Back Again and Again. He is also the creator of The Customer Focus, a customer service training program that helps clients develop a customer service culture and loyalty mindset.