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Creating Unforgettable Customer Experiences with Jim Knight

Quotes

“I think if you can personalize it, and I would go even farther to say if you could truly customize and individualize the [customer] experience…not that you have to go completely over the top, but I do think when you can make somebody feel seen and heard, you got them. You got them for a little bit longer. I don’t know how long you bought them, but you just got them a whole lot longer than if it was just transactional. That’s absolutely not good enough. You’ve got to make it about them.” – Jim Knight, (9:07)

“If there’s a way for you to focus exclusively on the team members, you get them to have a positive experience and you love on them, they’re going to keep showing up. They’re going to be engaged. You will create an army of giants who will then parlay up to the top to take care of the guests.” – Jim Knight, (16:31)

“I think it’s a combination of what you’re saying and what you’re doing that ultimately gets to that emotional connection. I think if you get ensconced into their mental shelf space, you’ve avoided that mediocrity. And maybe the bar really is so low that if you did a little bit more than what they were expecting, I think you’re going to win. And I think companies who focus on this will leapfrog their competitors.” – Jim Knight, (29:47)

“Immediate stuff that you can start doing right now is hire awesome people, do these fundamentals, but then at the back end, the very last one, you’ve got to go over the top when it comes to service recovery.” – Jim Knight, (39:08)

“I talk a lot about organizational cultures and a part of that is service. I’m a firm believer that, regardless of your position, I think a single person with great ideas can start a revolution. That’s how countries are overthrown. That’s how philanthropic organizations get started. That’s how company cultures get amped up. I think everybody who’s listening or watching right now, regardless of their role, can start coming to the party, giving some really good ideas, and thinking creatively.” – Jim Knight, (42:32)

 

Creating Unforgettable Customer Experiences with Jim Knight

Get ready for a high-energy episode of Service Evolution as hosts Shawn Black and Jim Robinson sit down with world-renowned keynote speaker, best-selling author, and podcast host, Jim Knight. As a training and development expert, Jim teaches organizations of all sizes how to attain their own “rock star” status. Jim utilized his experiences and natural-born creativity to consistently develop cutting-edge training concepts, which have won numerous outstanding awards. Additionally, Jim has been recognized by Training Magazine as representing one of the Top 125 training companies in the world out of all industries, and has been featured in many notable publications such as Forbes Magazine, Inc. Magazine, Fast Company, Entrepreneur Magazine, and Fox Small Business News. In this captivating conversation, Jim delves into one of his most recent books and keynote presentation Create Unforgettable Experiences and Turn Customers into Fans, which ranked among Amazon’s #1 Best Sellers list. He also offers a plethora of insights that are vital for any service industry leader aspiring to elevate their customer service game to new heights of excellence.

Crafting an Exceptional Service Legacy

With a music degree in vocal performance and education, Jim’s story begins in the halls of a middle school where he devoted six years to shaping young minds as a teacher. His passion for education was evident, but an unexpected summer job at a bustling Hard Rock restaurant in Orlando would pivot his career path. The restaurant, renowned for being the busiest in the world, captivated Jim with its electric culture and the unique spirit of its team. Jim remained with Hard Rock for an impressive twenty-one years, climbing the ranks to oversee training and development on a global scale. 

After more than two decades, Jim’s entrepreneurial spirit ignited, prompting him to boldly step away and carve his own path. He has since established himself as a force in the business world—as an entrepreneur, a captivating keynote speaker, and an author. Jim also occasionally shares his insights as a podcaster, continuing to influence others with his dynamic expertise and relentless innovation.

“I talk a lot about organizational cultures and a part of that is service. I’m a firm believer that, regardless of your position, I think a single person with great ideas can start a revolution. That’s how countries are overthrown. That’s how philanthropic organizations get started. That’s how company cultures get amped up. I think everybody who’s listening or watching right now, regardless of their role, can start coming to the party, giving some really good ideas, and thinking creatively.” – Jim Knight, (42:32)

Hiring the Best

Jim is a powerhouse when it comes to hospitality, leadership, and crafting an organizational culture that thrives on exceptional service. One of the central theses of Jim’s customer obsessed philosophy is the quintessential need to hire what he terms “rock stars” for any organization. These top-tier talents bring a sense of urgency, meticulous attention to detail, and a natural aptitude for personalizing service that can transform the customer experience from mundane to extraordinary. According to Jim, it’s these fundamental skills that differentiate an average service from an unforgettable one.

Arguably more important is the concept of ‘over-the-top’ service recovery. Mistakes are inevitable, but it’s the response that counts. Exceeding customer expectations in resolving issues is what fosters loyalty and turns a negative into a powerful positive. Moreover, fostering a creative environment where everyone, regardless of rank, can feel comfortable sharing innovative ideas can spark a revolution in service, driving change and improvement that resonates throughout the entire organization.

“Immediate stuff that you can start doing right now is hire awesome people, do these fundamentals, but then at the back end, the very last one, you’ve got to go over the top when it comes to service recovery.” – Jim Knight, (39:08)

Want to Learn More?

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Summary

Get ready for a high-energy episode of Service Evolution as hosts Shawn Black and Jim Robinson sit down with world-renowned keynote speaker, best-selling author, and podcast host, Jim Knight. As a training and development expert, Jim teaches organizations of all sizes how to attain their own “rock star” status. Jim utilized his experiences and natural-born creativity to consistently develop cutting-edge training concepts, which have won numerous outstanding awards. Additionally, Jim has been recognized by Training Magazine as representing one of the Top 125 training companies in the world out of all industries, and has been featured in many notable publications such as Forbes Magazine, Inc. Magazine, Fast Company, Entrepreneur Magazine, and Fox Small Business News. In this captivating conversation, Jim delves into one of his most recent books and keynote presentation Create Unforgettable Experiences and Turn Customers into Fans, which ranked among Amazon’s #1 Best Sellers list. He also offers a plethora of insights that are vital for any service industry leader aspiring to elevate their customer service game to new heights of excellence.

Show Notes

(1:12) Introduction to Jim Knight

(5:56) The Importance of Being Customer Obsessed

(9:00) Practical Tips for Personalizing Customer Service

(12:15) Turning Moments from Mediocre to Amazing

(17:35) Occupying a Customer’s Mental Shelf Space

(23:37) Success Stories of Companies’ Raving Fans 

(29:22) Obtaining a Permanent Spot in the Client’s Mind

(36:54) Actionable Ways to Make a Bigger Impact on Customers

(43:52) Closing Question

Links

Shawn Black

Jim Robinson 

CGP Maintenance and Construction

Jim Knight

Knight Speaker

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