EP543: Shep Hyken - Escape The Commodity Trap: How Bookkeepers Win On Experience

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Customer experience expert Shep Hyken is back, and this conversation cuts straight to one of the most stubborn problems in the bookkeeping profession: the race to the bottom on price. Shep lays out why competing as a commodity is a choice — and a dangerous one — and gives bookkeepers a practical framework for building client relationships that make price almost irrelevant.

Chapters

[00:00] Welcome and what has changed

[02:35] AI, automation, and human jobs

[06:30] The commodity trap explained

[10:00] Competing on experience not price

[13:00] Panera and moving humans to high-impact roles

[16:00] Making routine interactions memorable

[19:00] The six-step I'll Be Back framework

[25:00] Journey mapping your client touchpoints

[28:00] Consistency is what amazing looks like