How to get customers to come back and come back

Shep Hyken’s Marketing Podcast

In this episode Tape Marketing Podcast, I interviewed Shep Hyken.Shep is aIs a Customer Service and Experience Expert And Chief Surprise Officer of Shepard Presentations.He is a New York Times with Wall Street Journal Best-selling author.He recently wrote a book called I will come back-how to get customers to come back again and again.

Key points:

How do you build a business that thrives in good times and bad times? Turn customers into repeat customers and turn repeat customers into loyal customers. People want to do business with people they know and trust.

Shep Hyken, a customer service and experience expert, believes that it is everyone’s job to provide an amazing customer service experience and allow customers to visit again. In this episode, I discussed with Shep how to integrate customer-centric concepts into the company culture. And how this differentiates you from your competitors.

Questions I asked Shep Hyken:

• [4:53] If customer experience is such a hot topic, why do so many companies still seem to be struggling?
• [7:37] How do you measure customer loyalty?
• [13:01] You have a whole chapter lowering the standard of excellence-is this because we rarely experience excellence?
• [17:52] How do you make people realize the ultimate lack of customer experience in the organizational culture?
• [20:40] Do you think what we experienced as a world during the global pandemic last year changed people’s perception of customer service?

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This episode of the Duct Tape Marketing Podcast is brought to you by the HubSpot Podcast Network.

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