Why Customers Hate You: Turning Pain Points Into Customer Loyalty Featuring Lance Gruner

How to Build Meaningful Customer Relationships by Investing in Employee and Customer Experience  Shep interviews Lance Gruner, CX expert, keynote speaker, and author. He talks about the intersection of AI and customer experience, the importance of leadership accountability, and key insights from his new book, 10 Things They Hate About YOU: A CX Playbook for Leaders.     This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does artificial intelligence impact customer service interactions?  Why is it important for business leaders to personally experience their own customer journey?  Should companies be concerned about AI replacing human customer service agents?  How can businesses leverage AI to make customer service agents more effective?  Why do broken processes cause customers to leave, and how can businesses address them?  Top Takeaways:    One of the fastest ways to lose customers is to have processes that don't work as they should.   Leaders need to understand what customers go through every day. The best way to do this is to "walk the property," which means experiencing the company's products or services just like a customer would. By seeing things from the customer's point of view, leaders can spot problems and understand where things fall short.  Artificial intelligence is changing customer service. It can make agents smarter by helping them access relevant information faster and deliver more personalized responses. However, it is important to remember that AI is just a tool, not a cure-all. It is only as good as its programming and the system that it is added into.   Make using self-service easy and inviting. When introducing new technology or self-service options, don't just point customers in the right direction. Lead them there and show them how it works. If a customer needs help, solve their problem first, then take a moment to teach them how they could do it themselves next time.   Customer relationships are built on trust. When companies fail to deliver on promises, like missing deliveries or not solving problems, customers stop believing that the company will take care of them. Long-term loyalty is built on consistency, transparency, and trust.   Investing in training for team members pays off because it leads to better service and happier customers. Make sure they are well-versed with your current processes before adding new steps and technology into their workflow.  Small details send big messages about how much a company cares about its customers' experience. Companies that pay attention to every touchpoint, no matter how minor, such as a friendly gesture or easy-to-find information on a website, earn their customers' respect and trust.   Plus, Lance shares a few of the 10 things they may hate about you and  your brand. Tune in!  Quote:   "When done right, using AI can improve speed and accuracy, help with personalization, and give employees more time to focus on high-value work."    About:    Lance Gruner is a seasoned leader with over 30 years of experience in the customer service and hospitality industries. He has helped global companies such as the Ritz-Carlton and Mastercard deliver outstanding customer experiences.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Ordinary Customer Moments into the 'Best Day Ever'  Shep interviews Steve Spangler, Emmy award-winning television host, STEM educator, and bestselling author. He talks about his new book, The Engagement Effect, and how leaders, teachers, and businesses can create powerful, engaging experiences that ignite emotional connections, build trust, and inspire action.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can leaders create more engaging experiences for their customers and employees?  How can emotional and intellectual connections drive stronger customer loyalty?  Why is it important for businesses to treat engagement as an experiment rather than a fixed process?  How can leaders and managers inspire employees to deliver exceptional customer service?  How can companies operationalize the "best day ever" experience for both customers and team members?  Top Takeaways:    Engagement is about creating experiences, not transactions. Create an experience that connects emotionally and intellectually with your customers by making them feel involved and valued.   Treat engagement as an experiment. Try new things, see what works, and don't be afraid to fail or make changes. When leaders create a culture where it's okay to try and sometimes fail, employees feel more comfortable contributing and taking risks.   The way you treat your employees and customers shapes their experiences and loyalty. Positive experiences lead to better engagement, while negative ones can create lasting disengagement.  It's not enough to have a great product. What elevates your brand is how you present it. What creates a loyal following is getting people excited, curious, and the desire to be involved.  Allow your customers to help craft their experience. Sometimes, your customers will create powerful moments themselves, and your job is to set the stage and then step back. Invite feedback and participation. Pay attention to what they find most meaningful and operationalize it so that it becomes a part of the typical experience.  Approach leadership with a teacher's mindset. The best leaders don't just tell people what to do. They inspire, guide, and help others discover answers for themselves.  Plus, hear how Steve's viral Mentos-and-Diet-Coke experiments, Chewy.com's famous pet owner story, and more real-world examples bring the engagement effect to life. Tune in!  Quote:   "The engagement effect is when you emotionally and intellectually connect to an experience, and it makes the customer move forward with an action."    About:    Steve Spangler is an Emmy award-winning TV host, STEM educator, and bestselling author. He is known for making science unforgettable through TV, social media, and live demonstrations. With over 4.3 billion video views and years on DIY Sci and The Ellen DeGeneres Show, he has inspired millions worldwide. His latest book, The Engagement Effect: Cultivating Experiences that Ignite Connection, Build Trust, and Inspire Action, is out now.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Ordinary Interactions into Luxury Experiences  Shep interviews Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences. She talks about how any business, regardless of size or price point, can create a luxury-level customer experience by focusing on making customers feel seen, heard, and valued.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the common misconceptions about delivering a luxury customer experience?  How can businesses provide a luxury-level service even if they are not selling expensive products?  How does high-quality service contribute to a feeling of luxury for customers?  What are the five luxury levers that businesses can use to elevate their customer experience?  What are the four experience mindsets that influence how customers perceive and value luxury?  Top Takeaways:    Luxury is not just about the price tag. It's about the experience you create for people, whether you're selling a high-end product or something affordable.   Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop.  Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you're a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail.   A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back.   The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition.   Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment.  Plus, Neen talks about the five actionable "luxury levers" that she writes about in her book, Exceptional Experiences. Tune in!  Quote:   "Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent."  About:    Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Building Better Employee Experiences Through Leadership  Shep interviews Mita Mallick, marketing and culture change expert and bestselling author. She talks about her book The Devil Emails at Midnight and the impact of internal workplace culture on employees and customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What impact does internal workplace culture have on the external customer experience?  How can leaders set healthier communication boundaries with their employees?  How can companies create an inclusive culture that values both employees and customers equally?  What are some negative leadership behaviors that can affect employee engagement and customer service?  Why is it important for leaders to address problematic employee behavior immediately?  Top Takeaways:    Employees are sometimes the 'forgotten customers' in a business. Just as companies focus on serving their external customers, it is important to also care for internal customers, your team members.   When employees feel valued and respected, they are more likely to treat customers in the same way. The quality of service on the outside is often a reflection of how employees are treated within the organization.  The worst behaviors in any workplace become part of its culture if they are allowed to continue. Whether it's disrespect or disengagement, what leaders and team members let slide becomes the norm.   Leaders should consider whether their personal habits force their team members to sacrifice their personal time. Work doesn't need to spill into all hours of the day and night. For example, when employees feel pressured to respond to emails outside of their work hours, it can cause burnout and stress. Even a simple message like "no need to respond right away" can help set healthy boundaries.  When things change, you have to be willing to revise your goals. Have an honest conversation with your team to find out if they have all the tools and resources that they need to achieve a goal. If not, find out if you can help them or if it is time to set more realistic goals.   Admitting when you are struggling shows strength, not weakness. If someone is dealing with personal struggles, being open about it helps others understand and can make the workplace more supportive.  Bad bosses can teach as much, if not more, than great bosses. Watching what doesn't work and feeling the impact of negative behaviors can inspire people to do the opposite.   Great leaders regularly examine their own behavior. It's easy to spot toxic bosses in others, but it is harder to recognize those traits in yourself. Leaders should take the time to ask themselves, "Am I making it harder for someone to succeed here?"   Plus, Mita shares memorable stories of bad bosses she's encountered (including herself) and the lessons from those experiences. Tune in! Quote:   "The biggest complaint in any relationship, whether at home or work, is a lack of time for each other. If you're not making time for your team, you really need to ask yourself why you're leading them."    About:    Mita Mallick is an inclusive marketing expert and cultural change agent known for transforming organizations. She's the bestselling author of Reimagine Inclusion and , The Devil Emails at Midnight: What Good Leaders Can Learn From Bad Bosses.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

How AI and Data Shape Modern Customer Experience and Engagement  Shep interviews Chris Koehler, Chief Marketing Officer at Twilio. He talks about creating exceptional customer experiences by leveraging personalization, customer trust, and AI.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What defines an amazing digital customer experience today?  How can businesses personalize digital interactions?  Why is trust crucial in building long-term customer relationships?  Why is it important for companies to use customer data responsibly and transparently?  How does reducing friction impact customer satisfaction and retention?  Top Takeaways:    Personalization isn't just about using someone's name but about remembering their preferences, past actions, and making timely suggestions that fit their needs. When customers receive an experience that feels like it was made just for them, it leaves a strong, positive impression.   Customers love it when a company remembers who they are and what they like, so they don't have to repeat themselves every time they interact or use another channel to communicate.  Customers expect brands to use their data wisely and responsibly. It's not just about protecting information. It is also about applying it in ways that matter to customers. Trust is built when companies use data to solve problems or anticipate customer needs.  Transparency is the foundation of customer relationships. When companies are up front about when customers are talking to AI and make it easy for them to connect with a human when necessary, they like the experience and feel respected and cared for.   Making every step in the customer journey easy encourages customers to keep doing business with a company. If it's quick and simple to sign up, get help, or find what they need, customers are much more likely to come back.  Customers want to communicate in the way that fits their situation and preferences. Companies need to be mindful of where their customers want to interact with them, whether it is by phone, chat, email, or social media.   Different generations may have different preferences for communicating with a brand, but everyone likes having options. For example, customers may start with a chatbot but end up needing to talk to a human to solve complex or sensitive issues. Modern customer expectations include a consistently positive experience across multiple channels.  Automating routine tasks through AI can make processes faster and more consistent, but it shouldn't detract from the human element of customer service. While technology can handle simple tasks quickly and efficiently, there are complex issues that need human intervention.   Plus, Chris shares important and interesting stats on customer experience, AI, and personalization from Twilio's 2025 State of Customer Engagement Report. Tune in!  Quote:   "At the end of the day, people really don't care which channel they use. They just want the problem solved."    About:    Chris Koehler is Chief Marketing Officer at Twilio, a cloud communications platform that enables businesses to seamlessly integrate messaging, voice, and video capabilities into their applications to enhance customer engagement.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

The Five Customer-Centric Strategies  Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes a successful customer experience strategy?  What are the main reasons companies struggle to meet customer expectations in today's marketplace?  How can businesses identify and close the gap between perceived and actual customer experience?  How can companies effectively gather deep, meaningful feedback from their customers?  How does technology create distance between companies and their customers, and what can they do to overcome it?  Top Takeaways:    Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service.  Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry. To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.   Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.   Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience.  Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage.  Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand.  Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly.  Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments.  Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer.  Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in!  Quote:   "There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation."   About:     Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Community, Loyalty, and Human Touch in Customer Experience  Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes loyalty programs appealing to Gen Z customers?  How does Gen Z's approach to customer loyalty differ from previous generations?  Why is it important for brands to focus on building community within their loyalty programs?  How does personalized service contribute to repeat business and customer loyalty?  Why should companies continuously evolve their loyalty programs for new generations?  Top Takeaways:    Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.  Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.   While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.  It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.  Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.   Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.  When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.  Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.  Plus, Shep and Craig share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!  Quote:   "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works."    About:    Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Cultivating Trust and Loyalty in the Age of AI   Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is human-centric AI?  How can companies find the right balance between automation and personal customer interactions?  What are the biggest risks of over-automating customer support processes?  Why do so many AI projects in customer service fail?  How can organizations manage change effectively when implementing AI-driven solutions for customer experience?  Top Takeaways:    Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers.  Don't jump into new technology just because it's trendy. Don't use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like.  Over-automation can hurt customer service. It's easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed.  AI, just like humans, can make mistakes. Whether it's providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving.  Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience  AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.   Plus, Shep and Nick talk about why it's crucial to stay flexible and keep evolving with technology. Tune in!  Quote:   "Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, 'We want AI,' but if you don't clearly define what that means, it might not deliver the results you want."  About:     Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

How Internal Employee Experience Drives Exceptional Customer Service  Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive company culture directly impact customer satisfaction?  How does an employee's internal experience translate to a better customer experience?  Why is it important for organizations to align their hiring practices with their core values?  How can businesses differentiate between providing transactional service and building genuine customer relationships?  How can leadership inspire employees to consistently deliver exceptional service to customers?  Top Takeaways:    True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they're customers or coworkers.  A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness.  What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company's success.   When a new employee joins a company, their first experiences matter just as much as a customer's first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.   Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand's values more effectively than any paperwork can.   When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.   Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.   Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number.  Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.   Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in!  Quote:   "The essence of hospitality is the ability to make people feel welcome, comfortable, and important."  About:     Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

AI, IVR, and the Human Touch in Contact Centers  Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why do many customers still prefer voice support over digital self-service or AI solutions?  What percentage of customers are likely to leave a company after a negative experience with automated phone systems?  How can companies use technology to detect and resolve customer service issues in real time?  Why is it important for companies to offer both digital and human support options?  What role does artificial intelligence play in modern customer support?  Top Takeaways:    The customer experience begins the moment you first attempt to communicate with a business, whether  through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning.   Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.   No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.   Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.   Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.   Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.   Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in! Quote:   "Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can."  About:    Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices