Amaze every customer every time … that sounds like a promising foundation for a remarkable customer experience, doesn’t it? That’s the theme of the conversation you’re about to enjoy. My guest today is Shep Hyken, Chief Amazement Officer at Shepard Presentations and a customer service expert and speaker. He’s the New York Times and Wall Street Journal bestselling author of six books, among which include: The Cult of the Customer The Amazement Revolution The Convenience Revolution Be Amazing or Go Home In this episode of The Customer Experience Podcast, I talk with Shep about what it means to be amazing, how amazement applies to the customer experience, and how to use video to beat expectations by just 10% each time, every time. Shep has years of experience in customer service and has been a speaker on the topic for decades. Keep on reading as Shep dives into our discussion about how to deliver an amazing customer experience by being just slightly better than expectations — and about why “fine” is the danger zone for satisfied customers.  You’ll also hear: Why you have to exceed expectations by 10% How nothing’s changed in CX in 50 years Video techniques to deliver amazement Your brand is a promise How a car dealership amazed Shep with its superior customer service Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play