Flip the Switch

116: The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon

To design a first-class customer experience, it starts with the mindset, the stories we’re telling ourselves internally and the framework for how we’re viewing the world and aligning it with what we want to create for people around us.

In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks.  Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospitality and Service Design at Chick-fil-A corporate.  Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience. 

From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.


Show Notes

3:27    Applying Strategy and Design to CX

5:03    5 Key Elements of Great Customer Experience

6:52    Elizabeth’s Career Path through Chick-fil-A

7:53    The Difference Between Service and Hospitality

15:09  Choosing Your Mindset

22:15  Recovery Situations and Broken Processes

26:15  Disney and Ritz-Carlton’s Service Recovery systems

29:55  Create Your Culture

35:19  Know Your Customer

40:24  Define Your Differentiator

43:20  Pursue Innovation


For more info on the topics covered in this episode, check out:


Connect with Elizabeth on Instagram or LinkedIn

The Power of Customer Experience: 5 Elements to Make an Impact

A More Beautiful Question by Warren Berger

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Flip the Switch

Amaze Your Customers w/ Shep Hyken

Our guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of “Amaze Every Customer Every Time,” “Moments of Magic ,” “The Loyal Customer,” “The Cult of the Customer” and “The Amazement Revolution.” 

Shep, KG, and David cover everything from designing an organization’s purpose to how customer service has changed for the future due to the pandemic.

Show Notes:
(07:53) Learning customer service at age 12

(11:02) “Without customers, you don’t have a business”

(15:25) Marketing creates repeat customers; loyalty is a connection

(18:49) Crafting genuine and transparent mission statements 

(21:46) Purpose statements in practice – lessons from the Ritz-Carlton and Disney

(26:05) Creating mission statements that clearly articulate your values

(29:51) Shep’s Six Simple Steps to Create a Customer Service Culture

(31:52) Unpacking Step #3: Train It

(37:16) The shortest customer service speech in the world

(39:13) “I’ll Be Back – How to Get Customers to Come Back Again and Again” – Shep’s next book

(43:55) Looking outside your industry for inspiration

(45:15) Customer service is not a department, it’s a philosophy

(47:23) Rapid Fire Questions


Additional Notes:

Purchase Shep’s Books

  • I’ll Be Back: How to Get Customers to Come Back Again and Again
  • The Convenience Revolution
  • Amaze Every Customer Every Time
  • The Amazement Revolution
  • The Cult of the Customer
  • Moments of Magic
  • The Loyal Customer
  • Be Amazing or Go Home

Shep’s Book Recommendations:

The Effortless Experience by Matt Dixon

The Experience Economy by B. Joseph Pine II and James H. Gilmore

How to Connect with Shep:


Shep’s Customer Service newsletter

Shep TV on YouTube


Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

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