Shep Hyken talks about how he got started in CX, Why FINE is the F-BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hyken on



✔️ FINE is average, mediocre, and mundane.
✔️ The way to be amazing is to go beyond average. You don’t need to be that much beyond average, you just need to be consistently beyond it.
✔️ Loyal customers will follow you and spend a little bit more to do business with you because they learn they can trust you and it is worth it.

The book that has influenced Shep the most in the past year:

✔️ The Experience Economy – Joe Pine and Jim Gilmore
✔️ Horst Schulze

His note to all the customer service and CX professionals:

“Customer service is not a department, it is a philosophy to be embraced by everyone. Customer support is a department, but customer service is a philosophy. “


Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.


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