In this episode of Becoming Radical, Michael Gaizutis sits down with Shep Hyken, world-renowned customer experience expert, keynote speaker, and Chief Amazement Officer of Shepard Presentations. Together, they dive into what it really takes to create unforgettable customer experiences, experiences that turn customers into loyal fans.
Shep shares his journey from a 12-year-old magician writing thank you notes to becoming one of the leading voices in customer service strategy. He unpacks the philosophy of “moments of magic” versus “moments of misery,” why consistency is the true key to amazement, and how culture, not just initiatives, defines a company’s long-term success.
They also explore how AI is reshaping customer support, where automation and personalization meet, and why the best brands find a balance between digital tools and the human touch. Along the way, Shep drops practical insights for leaders, startup founders, and enterprise executives alike on building companies that last by obsessing over the customer.
Whether you are a founder, CX leader, or builder chasing radical growth, this episode will inspire you to rethink how you serve the people who matter most, your customers.
Key Takeaways
Customer service is not a department, it is a philosophy woven into company culture.
Consistency, not over the top gestures, is what makes customers say “I’ll be back.”
Leaders must defend and model company culture from the top down.
Training is not something you did, it is something you do continuously.
Mapping every customer touchpoint reveals where magic or misery happens.
AI is improving fast, but personalization and human empathy remain irreplaceable.
Companies that blend automation with humanity avoid becoming commodities.
The future of customer experience is about balance: digital efficiency plus human trust.
In This Episode
[00:02] Introduction to Becoming Radical
[05:00] Defining “amazement” and moments of magic
[08:34] Why customer service training must be ongoing
[10:14] Shifting from reactive to proactive customer experience
[13:52] Real life stories of radical customer care
[20:00] Retail brilliance and lessons from a jewelry store owner
[30:00] The duality of automation and humanity
[31:35] What CEOs must understand: defending culture as job #1
[32:27] Where to find Shep and his resources
Our Guest
Shep Hyken is a globally recognized customer service and experience expert, New York Times bestselling author, and Chief Amazement Officer at Shepard Presentations. With over 40 years of experience, Shep helps companies of all sizes, from startups to Fortune 500s, create customer loyalty through consistent, memorable experiences. His philosophy: treat employees as well as you want customers treated, and amazement will follow.
Notable Quotes
[01:16] “Have you ever walked away from a business and thought, wow, that was amazing? That's what I help my clients achieve.” — Shep Hyken
[06:38] “If you want to be seen as amazing, just do what people expect all the time. It's not that difficult.” — Shep Hyken
[30:30] “The companies that are going to really survive are the ones that are able to say, we're going to give you all the digital automation, AI type of support and an experience you want. But guess what, we're human too.” — Shep Hyken
[32:12] “I defend the culture. That is the most important thing I do.” — Shep Hyken
Resources and Links
Shep Hyken
Michael Gaizutis
Becoming Radical
