How to Create a Great Customer Experience, with Peter Shankman.

By |August 8th, 2016|

Episode 44:

Peter Shankman is a spectacular example of what happens when you merge the power of pure creativity with Attention Deficit Hyperactivity Disorder (ADHD) and a dose of adventure, all to make it work to your advantage. The New York Times has called him “a public relations all-star who knows everything about new media and then some,” while Investor’s Business Daily has labeled him “crazy, but effective.”

He founded Help A Reporter Out (HARO) in 2010 from his apartment before selling it to Vocus. Peter is the also founder of ShankMinds: Business Masterminds, a series of small business entrepreneurial-style masterminds in over 25 cities worldwide. Additionally, Peter is also the founder and CEO of The Geek Factory, Inc., a boutique Social Media, Marketing and PR Strategy firm located in New York City, with clients worldwide.



What you’ll learn about in this episode:

  • Innovation through exploration
  • Why you need to hold your ground with clients and force them to trust your expertise
  • How to get your customers to tell your story for you
  • Peter’s book “Zombie Loyalists”
  • Peter’s company The Geek Factory
  • How agencies can make customer service attractive for their clients
  • Why rewarding someone for being your 10,000th follower is an insult to the rest of your followers
  • Why everything you create has to have value for someone
  • How to create invested customers with the way you respond through email
  • How Peter carves out time in his schedule for everything
  • Peter’s preferred methods for professional development
  • What Peter’s agency of the future would look like
  • How Peter helped his employees with professional development
  • The things that get in the way of corporations hearing their customers
  • Things agencies can do right now to implement the ideas from this episode


The Golden Nugget:

“Airplane mode is not just for airplanes.” – @petershankman Click To Tweet


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Ways to Contact Peter Shankman:

We’re proud to announce that Hubspot is now the presenting sponsor of the Build A Better Agency podcast! Many thanks to them for their support!

About the Author:

For almost 30 years, Drew McLellan has been in the advertising industry. He started his career at Y&R, worked in boutique-sized agencies and then started his own (which he still owns and run) agency in 1995. Additionally, Drew owns and leads Agency Management Institute, which advises hundred of small to mid-sized agencies on how to grow their agency and its profitability through agency owner peer groups, consulting, coaching, workshops and more.

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