Studies show that having happy and engaged employees inevitably results in better experiences to the customers the organisation serves. 

We are honoured to have Shep Hyken, customer service and experience expert and a New York Times and Wall Street Journal bestselling author, as our special guest speaker in the fourth episode of “Ask the Expert” Series to share the remarkable customer experience he encountered at Sweetwater, where he purchased a new microphone and a mixing board.  

Established in 1979, Sweetwater is one of the largest online retailers of musical instruments and professional audio equipment located in Fort Wayne, Indiana.

After a week of purchase, Hyken received a call from Sweetwater to follow up with him, ensuring that his purchased items worked well and whether he needed assistance setting them up. 

Hyken believes that a good experience is when he has his order delivered within one or two days. However, he felt it was elevated to a more incredible experience when he received a follow-up call from Sweetwater. 

Months later, Hyken reached out to the salesperson, intending to make another purchase. Unfortunately, the same salesperson wasn’t available, but his colleague stepped in to ensure he was well taken care of. He also reassured Hyken that the credit for the sale would still belong to his colleague. He was amazed by Sweetwater’s teamwork which led to a remarkable customer experience. 

What Hyken experienced were employees committed to making his experience a pleasant one.  You can almost sense the pride they took in their work and the joy they were able to transfer to their customers.  

Research shows that employees who are satisfied with their experience at the workplace have a strong sense of ownership in the business. They become more engaged and dedicated to their missions, leading them to create a better customer experience and loyalty. 

Your employees are often the faces of your company as they are the ones who deliver customer service. In other words, your people will determine your customers’ experience. If you don’t put your people first, it is unlikely that they will put your customers first. Therefore, one way to ensure your customers have a remarkable experience is to improve employee engagement.

If you, too, want to ensure that your employees are engaged and are able to create an incredible customer experience like Sweetwater, schedule a free consultation with us now.

About Shep Hyken

Shep Hyken is customer service and experience expert and a New York Times and Wall Street Journal bestselling author. Hyken works with companies and organizations that want to build loyal customer and employee relationships. His articles have been read in hundreds of publications, and he’s the author of 8 books, including his newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.