Vance Gets Interviewed By Customer Service Expert Shep Hyken

How to Create a Customer Experience That Sticks—Without Gimmicks

I had the pleasure of joining Shep Hyken on Amazing Business Radio to break down what businesses can actually do to make their customers love them—and, more importantly, keep coming back. Spoiler alert: It’s not points, perks, or discount programs. It’s the experience.

We Covered:

✅ What Disney gets right about customer experience (and how you can steal it for your business).
✅ The real way to create emotional connections with customers that don’t involve cheesy marketing gimmicks.
✅ How to make your business stand out in a sea of sameness—without slashing prices.
✅ Why employee interactions make or break your customer experience.
✅ How to build real loyalty that lasts, without relying on bribes.

Big Takeaways:

🔥 Customers don’t remember what you sell—they remember how you make them feel. Create an experience that sticks, and they’ll pay more for it.
🔥 A great customer experience gives you permission to charge premium prices. If you’re competing on price alone, you’re in a race to the bottom.
🔥 Emotional connections drive loyalty way more than discounts ever will. If customers relate to your brand or feel a bond with just one of your employees, they stick around.
🔥 The best loyalty programs aren’t just about rewards—they’re about relationships. If your only “hook” is a punch card, your competitors will steal your customers the second they offer a better deal.
🔥 Keeping your existing customers happy is cheaper than constantly chasing new ones. Happy customers buy more, spend more, and bring their friends.

I also shared some real-world examples of businesses transforming their bottom line just by improving their customer experience. If you want to learn how to turn everyday transactions into unforgettable experiences, you don’t want to miss this one.

A Few Gems from Our Conversation:

💡 “Customer service starts before the sale—it begins with marketing, preparation, and training. Your customer experience starts the second a prospect first interacts with your brand.”
💡 “Customer experience is the only true differentiator in a world of sameness.”
💡 “Loyalty isn’t about discounts—it’s about connection. When a customer feels emotionally tied to a business, they’ll forgive the occasional screw-up and stay loyal for the long haul.”
💡 “It’s not the customer’s job to remember you. It’s your job to remind them why you matter.”
💡 “Nobody wants to be sold to. If the only time customers hear from you is when you’re selling something, you don’t have a relationship—you have a transaction.”

If you’re ready to stop competing on price and start winning on experience, listen in!