Amazing Business Radio: Stacey Hanke

Redefining Influence in the Customer Experience
Showing Up as Your Best Self to Create the Best Customer Experience
Shep Hyken interviews Stacey Hanke. They discuss Stacey’s book, Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday® and how redefining your concept of “influence” can revolutionize your customer experience.
Top Takeaways:
Influence is not what most people think it is. It’s not something you can turn on and off, but is instead about consistent messaging (both verbal and nonverbal) that drives people to action.
Customer service is all about relationships. Those relationships are built over time through consistent communication and interactions. Predictability and consistency are the foundation for a good customer experience.
Remember that communication happens both through language and through nonverbal cues such as body language and facial expression. All of this has an effect on the experience as a whole.
What does it mean to be yourself? It’s about bringing your