))
Customer Success Playbook Podcast S3 E41 - Shep Hyken - The Hidden ROI of Convenience
Manage episode 475961520 series 3482629
Content provided by Kevin Metzger and Roman Trebon, Kevin Metzger, and Roman Trebon. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kevin Metzger and Roman Trebon, Kevin Metzger, and Roman Trebon or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels between sleight-of-hand and customer loyalty while unpacking game-changing insights from his CX research.
Detailed Analysis: Kevin Metzger and Roman Trebon dive deep with customer service guru Shep Hyken, and this time it's all about one powerful word: convenience. Drawing from his acclaimed book The Convenience Revolution and the 2025 State of Customer Service and CX report, Shep lays out how brands can make price less relevant by making the customer experience more effortless. And no, that doesn't mean grand gestures—it means smart, consistent, and friction-free experiences.
Key insight? A whopping 59% of consumers are willing to pay more for a better experience, but especially for one that's more convenient. Case in point: Shep shares a brilliant Wall Street Journal case study showing how simplifying subscription forms led to a measurable increase in conversions. The takeaway? Every unnecessary field is a friction point that erodes revenue.
Shep also explores how the pandemic accelerated customer expectations for convenience—a trend that is here to stay. He uses real-life examples, including Amazon and even a local car dealership in St. Louis, to prove that making things easy builds loyalty that price alone can't buy.
And if you thought this was all business, think again. Shep opens the episode with a personal twist—his love for guitar, magic, and Ayn Rand's The Fountainhead, weaving them seamlessly into his customer service philosophy.
Don't miss this episode if you're in customer success, support, or CX leadership. For more context and deeper insights, explore Shep's full CX research at https://hyken.com/research/.
Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook
Check out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.
Please Like, Comment, Share and Subscribe.
You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.
126 episodes
Share
