What Makes a Memorable Experience?

June 7, 2021 // Shep Hyken

Why is it that people are more likely to remember a negative customer experience than a positive one? A lot of it comes down to people being more likely to remember an unexpected experience…and while people may sound cynical, they generally go into things expecting to have a reasonably good experience. Expecting good, but get bad? That’s memorable. Expecting good, but get great? Also memorable! You want customers to remember their experience with you for the right reasons.

Learn more in this week’s video!

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.