Episode 2: Shep Hyken - The Convenience Revolution

Shep talks about his book the convenience revolution and the amazing brands out there that are doing it right. We talk about Org alignment, deeper Journey Mapping, and brands that get it right. Brands such as Uber, Amazon, Grocery Stores, and more. He tells his amazing story of a cab driver that turned CX into a revenue generator with a simple gesture.

Key Questions:

Tell us what the convenience revolution is and why it should matter to us?

You give examples in the book about Amazon and how they have created this convenience revolution. What are some other brands that you think do it right?

How do businesses learn to adapt to change with the expectations of consumers rising?

What's the one piece of tangible advice you'd give to leaders trying to build a CX strategy?

 

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