Welcome to the “Creating Amazement” lesson which discusses the idea of being better than average all of the time. This lesson is the second of five in the “Expert Insights: Creating an Amazing Customer Experience with Shep Hyken” course, which is meant to give workers and managers the tools they need to create a more amazing customer experience. In this lesson, you’ll learn what “average” means, how to get 5-star ratings (hint: it’s not as hard as you think!), and the importance of managing each interaction. Shep will talk about the moment of truth, and how it can become a moment of misery, mediocrity, or magic. After viewing, workers and managers will understand the importance of each of their roles in creating an amazing customer experience.