The Marketing Book Podcast 348 I'll Be Back by Shep Hyken
I'll Be Back: How to Get Customers to Come Back Again & Again by Shep Hyken
About the Book:
How do you build a business that thrives during good times and bad? Is there a strategy that can set your company up for success, no matter what curveballs the world may throw your way?
There is: Turn customers into repeat customers and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job.
Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee.
It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition.
In I’ll Be Back you will learn…
- How to design and create an experience that gets customers to return, again and again
- The one trackable trend that leaders must monitor every morning
- The difference between repeat customers and loyal customers
- How to build the I’ll Be Back culture
- How delivering an amazing customer experience is within the reach of every organization
- The two simple words that are the secret to every customer service program
- Why most “loyalty programs” fail to create customer loyalty
- How to personalize the customer experience
- Why setting up or expanding self-service and digital customer service choices are is a must, not an option
- Ten loyalty killers that can terminate your relationship with your customers
- And much more!
This book includes the must-have tools, tactics, and strategies you need to get your customers to say, “I’ll be back!”
About the Author:
Shep is a customer service and experience expert, and a New York Times and Wall Street Journal bestselling author.
An award-winning keynote speaker who has been inducted into the national speakers association hall of fame, and his articles have appeared in hundreds of publications.
Shep works with companies and organizations that want to build loyal relationships with their customers and employees.
His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution which was featured on episode 192 of the marketing book podcast in 2018
He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.
Shep has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!
And, interesting fact - he does magic and card tricks, plays guitar, and is a die-hard St. Louis Blues hockey fan!
Click here for this episode's website page with the links mentioned during the interview...
https://www.salesartillery.com/marketing-book-podcast/ill-be-back-shep-hyken