Accelerate! With Andy Paul

Shep Hyken is the Chief Amazement Officer of Shepard Presentations, an NYT bestselling author, and keynote speaker who helps companies deliver amazing customer service experiences. His latest book is called I'll Be Back: How to Get Customers to Come Back Again and Again which talks about operationalizing a great experience that gets customers to tell sellers, "I'll be back." Shep discusses how to deliver exceptional customer service throughout the buyer's journey, deliver that consistently, and ultimately produce loyal customers.    HIGHLIGHTS ● The moment of truth: Create a positive experience for customers ● Customers remember you through Peaks and Ends ● Loyalty and operationalizing a great customer experience ● Know your script well enough to go off-script   QUOTES Shep: "Customer service is not a department, it's a philosophy. It's part of everybody's job, whether it be an internal customer or external. But for a salesperson, the salesperson's job is to build a relationship, to create an experience that