Flip the Switch

124: How to Intentionally Serve Your Premium Clients w/ Lisa Holladay

In today’s episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a high wealth membership organization.  Lisa has spent her career in service hospitality, with stops at Mercedes-Benz and Ritz-Carlton.  By viewing customers as owners, guests or members, each of these brands have created more personal relationships, resulting in more memorable experiences.  

We break down the principles that make these brands synonymous with guest experience, from their customer framework to the strategies that empower staff, encourage trust and enable transparency within the memberships.  


Show Notes

3:12    Lisa’s Career “Homes”

6:00    Guests vs. Owners vs. Members

8:09    From Rational to Emotional Purchases

9:47    What is Tiger 21?

15:18  It’s the Little Things That Matter 

20:38  Curating Trust and Transparency in Community

26:28  KPIs to Building a Successful Community

29:30  Recognizing Loyalty

34:16  Joshie the Giraffe and Empowering Staff

40:00  The Value of Kudos

41:28  Linking Experience to Brand Promise

46:35  Hot Take: Fake It ‘til You Make It


For more on topics covered in this episode:


Ritz-Carlton and Joshie the Giraffe

Connect with Lisa on LinkedIn or Instagram

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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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