Podcasts about come back again

Listen on striming: VK Music: vk.com/music/album/-2000678157… Yandex Music: music.yandex.ru/album/27033425 I am glad to welcome everyone, today is the absolute premiere only on my channel of the track Master Monj - My Dreams, which will be released on the 120bpm label, only on September 22. As always, I have 5 minutes of non-monotonous, vocal and dance music from me. As always, I like to change my notes in tracks so that they rock and rock. By the way, I want to supplement the information about the release, with this vocalist I released in February of this year a track called Come Back Again, which gained more than 3 million views only on YouTube in just 3 months and did not leave you indifferent, and also this hit gave me a lot of new subscribers. I was just preparing the work "My Dreams" to continue my successful musical history. Well, meet the exclusive premiere in the style of Deep House by Mister Monj called "My Dreams". FanLink: fanlink.to/mistermonj-mydreams Label: 120bpm Style: Vocal Deep House

In this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I'll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences! Get ready for a fun and enlightening conversation filled with laughter, practical tips, and valuable insights. We explore the fine line between service and experience, diving deep into what makes each unique and essential in today's competitive landscape. Shep shares stories of memorable customer moments from global brands, revealing the secrets behind their success and how they connect with individuals on a deeper level. We also delve into the often-overlooked world of “internal customer service”—because happy employees mean happy customers! Learn how brands can foster a loyalty mindset not just with customers but within their teams. Plus, we chat about the digital age of customer connection. How do you build authentic relationships over the internet? How do chatbots and AI fit into the customer journey without losing the human touch? Shep unpacks these questions and discusses how AI can enhance customer experiences in ways we've never imagined. Whether you're a business owner, a leader, or simply passionate about delivering great service, this episode is packed with actionable takeaways. Join us for an engaging conversation that is sure to inspire and equip you with fresh ideas to elevate your customer and employee relationships! Discover how to turn customers into lifelong advocates! Don't miss this chance to learn from one of the best in the business! Hit play and start transforming your customer interactions today. Learn More Go to:  https://hyken.com/

On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers.According to TechSee, a visual customer experience solutions provider and technology partner of TELUS International, more than one in three consumers in the United States don't consider themselves to be loyal to brands and would switch if it proved beneficial to them. It is here where brands have an opportunity to capitalize on the growing demand for personalization, speed and convenience.By exploring the emotional aspects that shape consumer behavior, our expert guests provide actionable strategies for the use of AI to foster true customer loyalty..Listen for the informative insights of customer experience keynote speakers and experts Shep Hyken, author of I'll Be Back: How to Get Customers to Come Back Again and Again and host of the Amazing Business Radio podcast; and Colin Shaw, author of The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level and co-host of The Intuitive Customer podcast.Visit our website to learn more about TELUS International.

When you think about your favorite places to shop, there are likely a few things they all have in common, like polite and friendly team members or being quick to help when you have a question or concern.   It's also likely that these reasons keep you from looking at their competitors. After all, you've been happy with them – Why look elsewhere?   In the same way, providing an exceptional experience for your clients can keep them coming back again and again, and in this episode, we're joined by CX expert Shep Hyken to talk about just that.   A New York Times and Wall Street Journal bestselling author, he's the author of 8 books, including his latest, "I'll Be Back: How to Get Customers to Come Back Again and Again."   Put simply, for the last 30+ years, Shep has helped countless organizations build loyal relationships with their customers and employees. Here, he explains how you can do the same.   Show Notes:   ✅ Check out Shep's CX articles and weekly podcast: https://hyken.com/topic/sheps-articles/  

With host retail coach Wendy Batten   https://wendybatten.com/podcast-intro/   Show Notes: Did you know we have an active book club in my Level Up Mastermind? It's true - we do! One of our amazing members - Millie Blackwell of Mrs. Blackwell's Village Bookshop - curates an incredible list of books for our Mastermind members and leads our book club each month. Today on the podcast, Millie and I are having a fun time reviewing the books we read so far this year, complete with star ratings!   Don't miss the first episode Millie and I recorded together. Bonus points for whoever knows which of the books we review today Millie called out as a favorite in Episode 132. It's linked below!   A quick reminder - before you shop the big guys for you reading and listening think local retail first.    How to support your local booksellers: 1. Shop in store! This is the very best way for your local booksellers to help you find exactly what you are looking for - and maybe even a little more! 2. Shop your local bookstore's website or through bookshop.org . Bookshop.org is an amazing alternative to shopping on Amazon. You can choose which shop you want your purchase to support. Use bookshop.org if your favorite local bookstore doesn't have their own website. 3. Purchase audiobooks through Libro.fm. Libro.fm is an alternative to Audible.   New Zealand followers, you can shop directly with Millie HERE.    The Books:   Playing Big: Practical Wisdom for Women Who Want to Speak Up, Create, and Lead by Tara Mohr (2014)   Our thoughts/themes/takeaways: To us, this book was all about overcoming your inner critic and self doubt.   Millie shared this quote: “Feedback can only tell you something about the person giving you the feedback.  It can't tell you anything essential about yourself.” - Tara Mohr   I loved this one: “I wrote this book because I'm tired of meeting women who have important messages to share but whose self-doubt is keeping them quiet. I'm tired of encountering woman after woman diluted by the myth that she needs to be MORE of something: more qualified, more prepared… than she already is in order to share her ideas.” - Tara Mohr    Millie & Wendy's Star Rating: 3.5 / 5 stars - We both loved the book but the themes have been exhausted over the past 9 years.Therefore, it didn't hit home as much as it would have had the book been read back when it was written in 2014.   Get Different: Marketing That Can't Be Ignored by Mike Michalowicz (2021)   Our thoughts/themes/takeaways: Following your industry's “best practice” marketing creates white noise. If everyone else is doing it, your business won't stand out. We have to differentiate our marketing to stand out from the competition.   Millie and Wendy's Star Rating: 4.5 / 5 stars - Millie loved this one so much that she listened to the audio and then bought the book to highlight and refer back. We both liked that this book had practical, actionable marketing ideas for small business owners.   I'll Be Back: How to Get Customers to Come Back Again and Again by Shep Hyken (2021)   Our thoughts/themes/takeaways: Customer loyalty is not about a lifetime, it's about the next time every time. Hyken talks about marketing for loyalty vs. loyalty programs: We need our customers to want to choose us. We need to have our team on board with knowing why we can't just be mediocre.   Millie & Wendy's Star Rating - 4 / 5 stars: Shep knows his audience (busy shop owners) and caters to them: this book is easy to read and has great chapter summaries.   I interviewed Shep Hyken back in Episode 118.   Perennial Seller: The Art of Making and Marketing Work That Lasts by Ryan Holiday (2017)   Our thoughts/themes/takeaways: We need to always be looking outside of our own industry for inspiration. Another takeaway that got us thinking was Holiday's idea of relationships as a platform that needs to be nurtured.    Millie & Wendy's Star Rating - 4.5 / 5 stars: Lots of the ideas in this book were new ones that we hadn't heard before.    4000 Weeks by Oliver Burkeman (2021)   Our thoughts/themes/takeaways: If you live to the age of 80, you will live for 4000 weeks which, according to Millie is “terrifyingly and insultingly short.” This “time reminder” (not time management) book is all about embracing that limit and realizing we will never get everything done in our lives that we want to get done. We need to be intentional about what is important to us including rest and recovery.   Millie's Star Rating - 5 / 5 stars: Millie reminds US readers to not judge this book by its cover. Wendy's Star Rating - 4.75 / 5 stars: I would give the audiobook 5 / 5, but found the paperback harder to pick up.   How to Grow Your Small Business by Donald Miller (2023)   Our thoughts/themes/takeaways: This one is textbook-like, specific, all-action: A great how-to guide for someone who wants to start a small business. Miller uses an airplane analogy to break a business down into 6 parts which when we discussed in the mastermind, many had strong feelings.   Millie and Wendy's Star Rating: 4 / 5 - Neither of us were in the space of needing a book like this at the time we read it, but it is great if it is the type of business book you are looking for.   Essentialism: The Disciplined Pursuit of Less by Greg McKeown (2014)   Our thoughts/themes/takeaways: Millie loved the chapter on sleep and buffering: creating buffers in our lives to relieve stress. My big takeaway was the reminder that there are trade-offs with every decision and you have to be disciplined with decision making.   “Simplify, eliminate, reduce. Do less but better.” - Greg McKeown   About Millie and Mrs. Blackwell's Village Bookshop: Mrs. Blackwell is a specialist in non-fiction categories and stationery. She grew up on an apricot orchard in Central Otago but never really cared for the taste of the fruit. Mrs. Blackwell's Village Bookshop is an independent bookshop for inquisitive minds and romantic souls in Greytown, New Zealand. Website | Instagram Related podcasts we think you'll like:  Episode 132: Retailer Success Series: Community Marketing Strategies with Millie Blackwell Episode 118: How to Create Loyalty and Amazing Customer Experiences with Guest Expert & Author Shep Hyken Episode 98: My Top Business Books for Retailers (the giveaway in this episode is closed!) About your host, Wendy Batten In case we haven't met yet, I'm Wendy, a small business coach and founder of the Retailer's Inner Circle, where I help other independent shop owners learn how to gain the right business skillsets to see more profits, paychecks, and joy as they navigate running their retail business.  Through online classes, business coaching programs, speaking, and a top-ranked podcast, I've helped hundreds of retailers around the globe reclaim their dream and see the success they want from their beautiful shops. my signature private coaching community, The Retailer's Inner Circle, has helped retailers around the world build their retail business skill sets and confidence.  I am proud to have been featured in several major publications, including my own business column in What Women Create magazine. I have been privileged to be a guest on top-ranked podcasts and sought-after as a guest speaker and teacher for several brands, associations, and communities that are passionate about the success of independent retailers. When I'm not coaching, you will find me either DIYing and renovating my very imperfect old crooked cottage by the sea in the UNESCO World Heritage town of Lunenburg, NS, or blogging about our travel and RVing adventures and the weird fun things we get up to in our coastal village. I'd love to invite you to check out one of my free resources for real retailers at https://wendybatten.com/free-resources/    For more support from Wendy   Retailer's Inner Circle - Join Wendy inside the best retailer's community   Wendysources for shop owners    Hang out and connect with Wendy on IG  All of Wendy's programs and services for shop owners can be found HERE.

Today's K-Pop Musician is "인피니트(INFINITE)". INFINITE, who debuted with "Come Back Again(다시 돌아와)" in 2010, was very popular as the main force of the Korean Wave within a year of their debut. "BTD (Before The Down), "Be Mine(내꺼하자)", "Paradise(파라다이스)", "The Chaser(추격자)", "Man In Love(남자가 사랑할 때)", "Bad(배드)", etc., they made huge a hit with every song they released. They're the representative idol group of the second generation. As a team with the nickname "Original group dance idol", they are full of passion and energy. Through endless challenges and growth, they firmly maintained their top position in the music industry. After 5 years of military service, all 6 members are back now. Finally back to the K-pop scene! Let's check out INFINITE's songs now~ * Today's playlist 1. New Emotions - 인피니트(INFINITE) 2. 내꺼하자 (Be Mine) - 인피니트(INFINITE) 3. Man In Love (남자가 사랑할 때) - 인피니트(INFINITE) 4. Bad - 인피니트(INFINITE) 5. 추격자(The Chaser) - 인피니트(INFINITE) (Nive's Pick) 6. Find Me - 인피니트(INFINITE) (Sam's Pick)

John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty. Their conversation led them to explore the fascinating statistics from the 2023 ACA study, revealing that customers are willing to pay more for excellent service and the significant impact convenience has on satisfaction and loyalty. Shep also shared insights from his latest book, "I'll Be Back: How to Get Customers to Come Back Again and Again," outlining a six-step process for creating loyal, lifelong customers. John and Shep even tackled the concept of price irrelevance and how an exceptional experience can make price a secondary concern for customers. John and Shep reflected on the importance of trust, emotional connection, and authenticity in cultivating customer loyalty. Their discussion was filled with tips and actionable advice for anyone looking to revolutionize their customer service and stand out in today's competitive marketplace. Here are just a few takeaways: Customer Loyalty and CX Importance Customer Service and Price Irrelevance Improving Customer Experience and Loyalty Reflections on Life and Friendship Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast customerservicerevolution.com thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online hyken.com hyken.com/research hyken.com/book/ill-be-back www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Tasha had her baby!!! Mama and baby are doing well. Today we begin our maternity leave. Check back for a short bonus episode on Mothers Day, and we will continue our weekly episodes June 4th. 

In this episode of the Digital First Leader Podcast, Richard and Shep Hyken, a customer service experience expert, a Wall Street Journal and New York Times best-selling author, and an award-winning keynote speaker, talk about customer experience.In Shep's newest book, "I'll Be Back -  How to Get Customers to Come Back Again and Again," the point is clear: rather than just measure satisfaction scores, which are very important history lessons, take a look at what's happening right now and in the future with the behavior of your customers. Today's episode includes analyzing your customers' behavior, the difference between repeat customers and loyal customers, the importance of a company having a social cause the consumer values, and much more. Listen in to learn how to level up the customer service experience in your business.To learn more about Shep and download a free research report, visit HYKEN.com.For more valuable tips on mastering the language of social media, subscribe to our newsletter at BlissPointconsult.com. If you'd like to stay in touch, feel free to add Richard on LinkedIn and join the conversation.

IN EPISODE 93: Getting customers to come in is how you sell products. Getting customers to come back is how you build brand loyalty. In Episode 93, customer experience expert Shep Hyken shows us how to get customers to come back, again and again. You'll learn the two elements of exceptional customer service and a multi-step process that will help you align and refine the customer experience. After listening to Shep, you'll keep customers in the keep column! ABOUT SHEP HYKEN: Shep Hyken is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. He works with companies and organizations that want to build loyal relationships with their customers and employees and is a regular contributor to Forbes and other major outlets. Shep is the author of eight books, including his latest, I'll Be Back: How to Get Customers to Come Back Again and Again. He's also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. LINKS: Twitter | LinkedIn | Forbes articles

ON-AIR This is #PRR519 by Nicky Romero including new music by the likes of Tiësto, Dannic, Tujamo, Cat Dealers and many more! Almero returns to Protocol Recordings with his new banger called “Come Back Again”! Tracklist: 1. Jack Wins - Live For Tonight (Tim Hox Remix) 2. Swedish House Mafia Feat. Pharrell - One (Crunkz Remix) 3. Soultight - Give Me a Feeling 4. Tritonal & Eric Lumiere - Something Beautiful 5. Protocol Spotlight: Almero - Come Back Again 6. Tiësto - Baila Conmigo 7. Alok - Always Feel Like 8. Throwback Track: Nicky Romero & Navarra - Crossroads (John Dahlbäck Remix) 9. Ape Rave Club - Dance Alone 10. Cat Dealers & Lukas Vane feat. Elise LeGrow - Hey Hey (Heard You Say) 11. Dannic - The Rhythm 12. Tujamo - Drop That Low (Tujamo's Secret Weapon 2022) 13. Kryder feat. STORME - Tourmaline 14. Mr. Sid & Choujaa ft. Lyzz - Physical 15. Kastra & Dave Crusher ft. LYNNE - Make You Stay 16. Alesso & Sentinel vs. Nicky Romero & Volt & State - Only You vs. Warriors (SunJay & Fuerte Tomorrowland MashUp)

Shep Hyken is the Chief Amazement Officer of Shepard Presentations, an NYT bestselling author, and keynote speaker who helps companies deliver amazing customer service experiences. His latest book is called I'll Be Back: How to Get Customers to Come Back Again and Again which talks about operationalizing a great experience that gets customers to tell sellers, "I'll be back." Shep discusses how to deliver exceptional customer service throughout the buyer's journey, deliver that consistently, and ultimately produce loyal customers.    HIGHLIGHTS ● The moment of truth: Create a positive experience for customers ● Customers remember you through Peaks and Ends ● Loyalty and operationalizing a great customer experience ● Know your script well enough to go off-script   QUOTES Shep: "Customer service is not a department, it's a philosophy. It's part of everybody's job, whether it be an internal customer or external. But for a salesperson, the salesperson's job is to build a relationship, to create an experience that makes the customer say ‘Hey, I want to do business with you'.” Shep: "This is what we're looking for—service sensitivity or service awareness. We want people to recognize the opportunities they have to create that positive experience." Shep: "We need to know our material, our sales pitch if you will, so well that we can go off-script when the customer decides to ask a question that maybe no other customer has ever asked before or in a way that allows us to really get a little bit more information and insight from the customer so that we can do a better job of refining the rest of that pitch to meet their needs."   Find out more about Shep in the links below: ● LinkedIn: https://www.linkedin.com/in/shephyken/ ● Website: https://hyken.com/   More on Andy: Connect on LinkedIn Get Andy's new book "Sell Without Selling Out" on Amazon Learn more at AndyPaul.com   Sponsored by: Revenue.io | Unlock exponential growth with an AI-powered RevOps platform | Revenue.io Scratchpad | The fastest way to update Salesforce, take sales notes, and stay on top of to-dos | Scratchpad.com  Blueboard | World's leading experiential rewards & recognition platform | Blueboard.com Explore the Revenue.io Podcast Universe: Sales Enablement Podcast RevOps Podcast Selling with Purpose Podcast

Conversation with Shep Hyken, a customer service expert, NSA Hall of Fame speaker, New York Times and Wall Street Journal bestselling author, and also the author of “I'll Be Back:  How to Get Customers to Come Back Again and Again.” Episode on Website

Today's guest is a customer service and customer experience expert and a New York Times and Wall Street Journal bestselling author. 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 7 books and his newest book I'll Be Back: How to Get Customers to Come Back Again and Again will be released September 21, 2021. 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. Please give a very warm welcome to today's special guest, Shep Hyken! Top 3 Amplifiers: 1. How to become an expert in customer experience 2. How to get customers buying from you time and time again 3. Helping develop a customer service culture and loyalty mindset to increase sales To listen, find other episodes, access the show notes, and find out more go to www.amplifyto7figures.com. Connect with today's guest: Book: I'll Be Back: How to Get Customers to Come Back Again and Again Facebook: https://www.facebook.com/ShepHykenSpeaker/ Instagram: https://www.instagram.com/shephyken/ LinkedIn: https://www.linkedin.com/in/shephyken/

What separates a good customer experience from a great one that instantly attracts repeat business? That's the question we're diving into in this episode of The Modern Selling Podcast. My guest, Shep Hyken, is nothing short of the Godfather of Customer Experience – having authored eight books on the subject and working with hundreds of thousands of clients to elevate their service to turn repeat customers into lifelong brand fans. Listen in to the in-depth conversation, to hear the actionable advice and strategies Shep shares that can keep your customers wanting to come back for more. Shep Hyken, is a Hall of Fame speaker, New York Times and Wall Street Journal best-selling author, and the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. In his newest book, I'll Be Back: How to Get Customers to Come Back Again and Again Shep outlines the must-have tools, tactics, and strategies companies need to recession-proof their business by providing unmatched customer experiences. Make sure to download this episode to get the inside scoop on what you should be doing to build a raving tribe of extremely loyal customers. The New Era of Customer Service In sales we've experienced a shift in how we reach and engage with prospects in this new modern buyer's market. But, I wanted to get clear on what Shep saw as the transition that's happening (or needs to happen) in order to nurture customers along their buying journey. He shares, “Things haven't changed the customers that we service, they still want to be taken care of. And, when they're finished with whatever the interaction is, they want to be happy.” At Vengreso, we teach the art of modern selling and how these sales principles can cut across all departments within your organization. Because when you are “selling with service” many of the ideas and techniques that work in prospecting and sales can (and should) be translated to the customer service teams. For example, if your prospects have a stellar experience with the sales team and then commit to buy from you. But, then experience lackluster customer service and decide to never buy from you again, then your teams are in essence working against each other. That's why Shep says, “Sales leaders need to recognize that no matter what business they're in, customers are always benchmarking their experiences based on the best service or experience they've had from other businesses in the marketplace.” So, if they're accustomed to fast, overnight delivery (thanks to Amazon) or superior flight experiences (à la Southwest), then these become the new standards by which your business is judged on in terms of customer service. Tune into the entire conversation to hear what Shep says differentiates a mediocre customer experience from one that will instantly turn customers into brand champions. And, why videos are a great strategy to connect with your customers on an intimate level. What's the Most Important Customer Service Metric? For sales leaders, key metrics and data reign supreme! Which is why, here at Vengreso, our prospecting process is rooted in knowing our sales numbers and looking at what is really driving more booked calls and more sales conversions. But, I wanted to get Shep's take on what data is the most important for customer service to track and analyze. His answer wasn't what most people think, “So many customer service people focus on Net Promoter Scores by asking the question: On a scale from 1 to 10, are you likely to recommend us? However, the key metric to track is rather customer behavior – did they actually recommend you?” Studying customer behavior is such a critical component, not just for customer service but also for sales. I always champion that it's important to know who your best customers are, what they are buying from you, and why they choose you over your competitors. That way you can infuse those key differentiators into your prospecting scripts on the front end and on the back end, when they're customers, you can keep giving them more of what they love about you. Shep agrees,“When you look at it, typically 80% of business comes from 20% of your customers. So, study their behavior and get clear on what you need to do to move as many customers into that top 20% because that's where you'll get repeat customers that become loyal customers.” Make sure to listen in to the full conversation – especially around the 17 minute mark – to hear the perfect way to handle a customer complaint. What Really Shapes The Customer Service Experience? How you treat your customers is often what can propel a company to become an industry leader. However, so many organizations fail to do what it takes to deliver an exceptional customer experience. I wanted to see what Shep thought separates those who struggle to keep customers from those who can instantly attract them and keep them coming back for more. “Amazement in terms of customer experience is within reach for every company – big and small. It's not about being over the top, it's about providing consistent and predictable experiences that customers can depend on.” It's what Shep calls knowing how to master the “moments of magic” that wins customers over again and again. But, how you handle the “moments of misery” will also define your ability to retain those top 20% of customers. Tackling those “moments of misery” is what Shep has studied for years and why he recommends using this easy 5-step approach: Apologize – saying “I'm sorry” goes a long way in the customer's mind. Acknowledge – recognize that an error or miscommunication has occurred. Fix it – work to find a resolution for the customer and keep them informed. Own it – take ownership of what has happened and seek to fix – not to blame. Act with urgency – customers want swift action, so give it to them every time.  This is such a great example of a framework that may require actions from various departments. Which is why I say the customer journey must be owned by not just sales, or the customer service team – but by all levels of the organization. Download the episode to hear the “train wreck” customer service story I share and what Shep recommends should have been done. This episode of The Modern Selling Podcast was brought to you by OrgChartHub, a sales tool that integrates into HubSpot, giving your sales team the ability to be more strategic, map out buyers, reporting structures, and identify the role of each buying influencer within an account.

He is a 4-peat on the Nice Guys...that's gotta be a record. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. A New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.   His newest book I'll Be Back: How to Get Customers to Come Back Again and Again is available right now!! 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.   Grab a copy of Shep's book: I'll Be Back: How to Get Customers to Come Back Again and Again   Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken   Nice Sponsors: Grab your copy of Gale West's Book: Money, Come Dance With Me   How to Make Money, Grow Your Tribe, and Build Influencing Podcasting (Doug and Strick will be hosting the Masterclass) https://djdoug--turnkeypodcast.thrivecart.com/register/   Get your free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift Check out the "Entrepreneur's Toolkit" Giveaway   Check out Headliner to create social media posts with video easily- make.headliner.app   Simplecast is the easiest way to set up your podcast hosting- Simplecast.com   Zoom is the easiest way to schedule meetings and record your podcast interviews- Zoom.us   Acuity is the easiest way to schedule your podcast interviews, meetings, and life. Acuityscheduling.com   See how The Nice Guys want to make your life easier? You can thank us later.   Reach The Nice Guys Here:  Doug- @DJDoug  Strickland- @NiceGuyonBiz    Nice Important Links:   Subscribe to the Podcast  website: Niceguysonbusiness.com  Book Doug and/or Strick as a speaker at your upcoming event.  Doug's Amazon #1 Best selling book Nice Guys Finish First.     Partner Links:  Amazon.com: Click before buying anything. Help support the podcast.  Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Simply the best VO guy in the business- https://steveobrienvo.com/   TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula  www.turnkeypodcast.com/ultimatelaunchformula  FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift     No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has   Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. 

He is a 4-peat on the Nice Guys...that's gotta be a record. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. A New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.   His newest book I'll Be Back: How to Get Customers to Come Back Again and Again is available right now!! 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.   Grab a copy of Shep's book: I'll Be Back: How to Get Customers to Come Back Again and Again   Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken   Nice Sponsors: Grab your copy of Gale West's Book: Money, Come Dance With Me   How to Make Money, Grow Your Tribe, and Build Influencing Podcasting (Doug and Strick will be hosting the Masterclass) https://djdoug--turnkeypodcast.thrivecart.com/register/   Get your free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift Check out the "Entrepreneur's Toolkit" Giveaway   Check out Headliner to create social media posts with video easily- make.headliner.app   Simplecast is the easiest way to set up your podcast hosting- Simplecast.com   Zoom is the easiest way to schedule meetings and record your podcast interviews- Zoom.us   Acuity is the easiest way to schedule your podcast interviews, meetings, and life. Acuityscheduling.com   See how The Nice Guys want to make your life easier? You can thank us later.   Reach The Nice Guys Here:  Doug- @DJDoug  Strickland- @NiceGuyonBiz    Nice Important Links:   Subscribe to the Podcast  website: Niceguysonbusiness.com  Book Doug and/or Strick as a speaker at your upcoming event.  Doug's Amazon #1 Best selling book Nice Guys Finish First.     Partner Links:  Amazon.com: Click before buying anything. Help support the podcast.  Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Simply the best VO guy in the business- https://steveobrienvo.com/   TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula  www.turnkeypodcast.com/ultimatelaunchformula  FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift     No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has   Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. 

On this episode, you'll meet Shep Hyken, a renowned customer service expert and author of eight books, as well as a Hall of Fame speaker. Shep's latest book is titled I'll Be Back – How to Get Customers to Come Back Again and Again and is the focus of this episode.   Shep learned the importance of taking care of customers when he started his first business at the age of twelve performing magic shows at kids' birthday parties. His parents encouraged him to send thank you notes to his customers asking them which tricks they liked the most. He learned that by asking a specific question he could discover what his customers liked the most and he could plan to serve his customers best. He also learned that listening to his customers is a way to deliver good customer service.   His parents taught him valuable life lessons that transcend to how any business can create customer experiences that compel them to come back again and again. The principles his parents taught him boil down to three pillars:  Show appreciation  Get feedback  Take action on the feedback   Shep learned these customer service lessons at a young age which convinced him that delivering a great customer experience is anchored in good-mannered common sense. Yet, he is quick to say that such common sense is not always common. If only companies harnessed what we learned from our parents at a young age, more brands would succeed at delivering good customer service, resulting in customers returning again and again.   When asked what is new in his eighth book on customer service, I'll Be Back, Shep admits the title has a connection to The Terminator movie through sections of the book that discuss reasons a customer might terminate their relationship with a brand as well as when it makes sense for a brand to terminate a relationship with a customer. A whole chapter is devoted to “The Arnie” which is a reference to getting customers to say, “I'll be back.”    Shep also points out that customer service has never changed when you consider that a customer starts with a need and desires to be happy with the outcome. That will never change.   What has changed is what happens in the middle. Now, the customer can buy a product online, and get help through omnichannel support options and have a wonderful experience without ever talking to a human.   Shep challenges the conventional way of measuring effective customer service which is commonly measured by the Net Promoter Score – how likely are you to recommend us to a friend? He refers to the NPS data as history lessons with valuable insights. While this metric is useful, he encourages CX professionals to also measure customer behavior. How often do customers come back? Do they become loyal customers or are they just a once in a while repeat customer?   Where the Rubber Hits the Road  In the final chapter, he lists six steps to creating an “I'll be back” experience. The following six questions should be studied and discussed among the CX team members.   Ask, why you? Why does the customer do business with you? Your goal should be to identify true differentiation, not generic reasons such as our staff, or our product.   Ask, why them? Why would the customer do business with your competitors? Your goal is to understand the strengths and weaknesses of your competition.  Keep pace. What did you learn about the competition exercise in step two that warrants you doing something like them? He is clear to explain not to copy a competitor's customer service tactic. Instead, make it your own. He mentions the newspaper example in the hotel industry. One chain offers guests a newspaper upon arrival, another chain delivers a newspaper to each hotel room.   Look outside your industry. Ask your team which companies they enjoy doing business with whether it's B2B or B2C. Collect stories about different businesses explaining what they do that is special, whether it's a restaurant, a movie theater, a bowling alley or a grocery store. No matter the business type, collect stories of best-in-class customer service. Write down their customer service practices and explore how your business could do some of them tailored to your business.   Implement some of the ideas you learned in step four.   Ask, why you? again. After implementing new ideas following these steps, your goal is to get a different answer than the first time you asked “why you?” in step one.   These six steps summarize the methods in his latest book to get customers to become loyal, so they return to a business again and again.   Shep and his team publish an annual report called Achieving Customer Amazement which is available for download at his website hyken.com.   Shep Has Fun on the Ice   As you see in the video, Shep's office is filled with guitars, which is one of his passions. Another of his passions is playing hockey. He tells the story of the time he made a guest appearance with the NHL's St. Louis Blues at a charity event where he was introduced to the home crowd. He re-purposed the picture taken of him dressed in the St. Louis Blues' uniform into a “rookie card” which he shares as a bookmark. He still plays hockey three or four days per week with friends.     Learn more about iQor digital customer experience capabilities.   Read the blog post here. Watch the video here.   

In this chat with my buddy and colleague, Shep Hyken, we discuss some of the concepts in his latest book, “I'll Be Back: How to Get Customers to Come Back Again and Again.” Shep and I talk about measuring a customer's willingness to come back to your business as an important success metric. I often stress to leaders that retention is a critical metric when looking at customer success; it's not only about the new customers you're able to acquire, but who continues to come back to you.

According to customer experience expert Shep Hyken, there's a big difference between repeat customers and loyal customers. And, to be successful, companies have to know the difference. Join us this week as Shep, an in-demand keynote speaker and best-selling author, joins host Shawn Nason for a no-holds-barred conversation about loyalty killers, the importance of leadership and culture, and the launch of his new book, I'll Be Back: How to Get Customers to Come Back Again & Again. Learn more about your ad choices. Visit megaphone.fm/adchoices

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I'll Be Back: How to Get Customers to Come Back Again and Again.  You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat customers and loyal customers.   The one trackable trend that leaders must monitor every morning.  Why most "loyalty programs" fail to create customer loyalty.  How delivering an amazing customer service experience is within reach of every employee of your organization.  How to personalize the customer experience.  Loyalty killers that can terminate your relationship with your customers  Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ I'll Be Back: How to Get Customers to Come Back Again and Again Connect with Shep Hyken If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Today's interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: I'll Be Back: How to Get Customers to Come Back Again and Again, what an Arnie is, the metric that is more important than NPS and CSAT, the difference between a repeat customer and a loyal customer, where true empathy for the customer starts and if self-service can drive customer loyalty and a whole host of other things. This interview follows on from my recent interview – We need to start talking about experience leadership – Interview with Peter Cross — and is number 403 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at babelforce for sponsoring my podcast this month.   babelforce is the #1 most flexible platform for contact center service. Pierce Buckley, CEO and Co-founder of babelforce, and his team of telecoms veterans have created a powerful cloud communications solution focused on No-Code integration and automation. Their goal is to break down every barrier to great customer experiences by putting intuitive tools in the hands of people who live and breathe CX. Pierce and Jonathan Baer of Vonage are running a webinar on the 28th October at 11:00am CET and they will be discussing exactly how businesses are getting maximum benefit from WhatsApp, one of the fastest-growing channels for customer service. Follow this link to sign up. You don't want to miss out as you will get to see a demo of the babelforce platform in action!

Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalty beyond aspects such as price or location. Host Steve Walker welcomes back award-winning keynote speaker, author, and CX expert Shep Hyken, for a discussion about his new book, "I'll Be Back: How to get Customers to Come Back Again and Again.”

How to Get Your Customers to Come Back Again and Again  Shep Hyken talks about his new book I'll Be Back: How to Get Customers to Come Back Again and Again. The book comes out on September 21, 2021. Top Takeaways:  ·      Questions like, "Are you happy with our service?" and "Would you be willing to recommend us?" are great history lessons. Another important measure of customer service success is behavior – whether or not customers come back. ·      In the '80s, Jan Carlson came up with the idea of the Moment of Truth. This is when a customer comes into contact with any aspect of the business and has the opportunity to form an impression. Carlson said they could be good or bad. Shep has names for these and added a third one: 1.    Moment of Misery is when the customer encounters a problem or has a complaint. 2.    Moment of Mediocrity is an average experience. 3.    Moment of Magic is a positive Moment of Truth that we need to consistently create. ·      Why would customers terminate you? 1.    Apathy. When you make the customer feel like you just don't care, they're going to find somebody that does. 2.    Rudeness. This creates a negative emotional response within the customer. 3.    You didn't make it easy for the customers to find you. ·      How to create an "I'll Be Back" experience: 1.    Ask, "Why would someone do business with me instead of a competitor?" 2.    Ask your team, "Why would someone do business with the competition instead of me?" 3.    Keep pace. Take a look at what your competition is doing that is different but don't just copy them. Make sure you do something better. 4.    Ask the team, "What companies do we love doing business with and why?". 5.    Take a look at what the best companies are doing that you can implement in your business – and do so. 6.    Go back to question #1 and ask, "Now that we have done all this, why would customers want to do business with us?”  Quotes:  “Customer amazement is within the grasp of everybody in an organization. When you provide consistent and predictable above-average experiences, that is when you are operating in the zone of amazement.”  About:  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken is the Chief Amazement Officer at Shepard Presentations. He's also a best-selling business author, and an experienced keynote speaker. In this episode of Specified Growth Podcast, Shep talks about his brand-new book, I'll Be Back: How to Get Customers to Come Back Again & Again. He also discusses how you can create a culture of great customer experience within all departments of your organization, and much more. Don't miss this episode of Specified! Please reach out if you have any feedback or questions. Enjoy!    Twitter: @TatsuyaNakagawa Instagram: @tats_talks LinkedIn: Tatsuya Nakagawa  YouTube: Tats Talks www.tatstalk.com www.castagra.com Learn more about your ad choices. Visit megaphone.fm/adchoices

The CX Goalkeeper had a smart discussion with Shep HykenShep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences!Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Again and Again" on September 20th, 2021You will learn:The definition of AMAZINGThe Green Egg StoryWhere does Shep buy carshow to connect history based measurements and future customers behavioursHow to meet customer's expectations by giving the shortest customer service speech in the worlda 6 steps process on how to create I'll be back experiences (part of latest book)… and much moreShep's golden nugget:Customer service is not a department. It is philosophical, it is cultural. Indeed,the best companies to do business with are also the best companies to work for.How to contact Shep:- www.linkedin.com/in/shephyken/- www.sheptv.com- www.hyken.com (subscribe his newsletter, great content and amazing comics)Thank you, Shep!#customerexperience #leadership #askshep #cxgoalkeeper

Sometimes customers don't come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers' business. So how do you get them to say, “I'll be back?”  Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book, including a six-step process you can use to create an I'll-Be-Back experience for your customers.   Key Ideas to Improve your Customer Experience Hyken's goal with the book is to give practical tips to create better than satisfactory relationships. One of Hyken's main messages in all his work is that organizations should be better than average consistently and predictably. When you are better, customers come back.  The core message here is you have to look at those things through the customers' eyes. But, also, every individual in the company should ask, "Is this right for the customer?" before they do anything. Here are a few key moments in the discussion: 02:44   Hyken shares the main idea behind his book, including its origin and how it became his latest passion project. 06:55   Hyken explains why “Fine” the f-bomb of Customer Experience is. 09:45   We learn an abbreviated version of the six-step process to creating an I'll-Be-Back experience. 13:49   Ryan talks about how best practices can be reductive if too many firms use the same strategy.  17:59   We discuss the importance of meeting the needs of the customers and not confusing that wisdom with the tactics used to meet them. 21:54    Hyken shares a story about when an early delivery cause a big problem for one of his clients and how it could have been avoided.  26:33   Colin introduces the idea that you should be sure that your customers are returning because they feel loyalty, and not just because they haven't bothered to make a change. If you want to learn more about the book, please visit Hyken.com.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Sometimes customers don't come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers' business. So how do you get them to say, “I'll be back?”  Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book, including a six-step process you can use to create an I'll-Be-Back experience for your customers.   Key Ideas to Improve your Customer Experience Hyken's goal with the book is to give practical tips to create better than satisfactory relationships. One of Hyken's main messages in all his work is that organizations should be better than average consistently and predictably. When you are better, customers come back.  The core message here is you have to look at those things through the customers' eyes. But, also, every individual in the company should ask, "Is this right for the customer?" before they do anything. Here are a few key moments in the discussion: 02:44   Hyken shares the main idea behind his book, including its origin and how it became his latest passion project. 06:55   Hyken explains why “Fine” the f-bomb of Customer Experience is. 09:45   We learn an abbreviated version of the six-step process to creating an I'll-Be-Back experience. 13:49   Ryan talks about how best practices can be reductive if too many firms use the same strategy.  17:59   We discuss the importance of meeting the needs of the customers and not confusing that wisdom with the tactics used to meet them. 21:54    Hyken shares a story about when an early delivery cause a big problem for one of his clients and how it could have been avoided.  26:33   Colin introduces the idea that you should be sure that your customers are returning because they feel loyalty, and not just because they haven't bothered to make a change. If you want to learn more about the book, please visit Hyken.com.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Speaker and author Shep Hyken joins Tim Patterson on this week's TradeshowGuy Monday Morning Coffee to talk about his new book, "I'll Be Back: How to Get Customers to Come Back Again and Again." http://illbebackbook.com TradeshowGuy's main online hub: https://tradeshowguy.net​​​​​​​​​​ Check out TradeshowGuy Blog at https://tradeshowguyblog.com​​​​​​​​​​ https://tradeshowguyexhibits.com​​​​​... http://tradeshowexhibitbuyerskit.com​... https://tradeshowsuccessbook.com​​​​​... - get your free copy of my book! New book: https://tradeshowsuperheroes.com​​​​​... Tim's Amazon Author Page: https://www.amazon.com/-/e/B00CHQ99XO​​

On this week's episode, star speaker, friend of the show and returning guest Shep Hyken rejoins the Voices of CX Podcast to discuss his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. Shep Hyken is the CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author. In 1983 Shep founded Shepard Presentations and since then 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! Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences. For more information about his new book, I'll Be Back: How to Get Customers to Come Back Again & Again, visit I'llBeBackBook.com. Follow Shep Hyken on LinkedIn: https://bit.ly/38SWNw7 Follow Shep Hyken on Twitter: @Hyken Connect with the Voices of CX Follow Worthix on LinkedIn: bit.ly/3tdGx26 Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: bit.ly/3tcsrxS Follow Mary Drumond on Twitter: @drumondmary The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com). Transcript Available on our Blog: https://bit.ly/2X4fqKO

Too often we put obstacles in our customers' way and add friction to the sales process. Join me for a great discussion with my good friend, and fellow member of the National Speakers Association, Shep Hyken. Shep is one of the leading customer service experts in the world, and a down to earth, nice guy. Through his many books and trainings, Shep helps companies, big and small, create a better customer experience. Listen to this new, bonus dialogue episode, for ideas on how you can reduce the friction to create a better customer experience for your couples and customers.About Shep:Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. 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 7 books and his newest book I'll Be Back: How to Get Customers to Come Back Again and Again will be released September 21, 2021. 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. (Now available as an online/web-based training program!)www.Hyken.com  Social Handles: Twitter: @HykenLinkedIn: Shep HykenIf you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or visit my website Podcast.AlanBerg.comPlease be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com 

In this episode we're joined by speaker, author and CAO of Shepard Presentations, Shep Hyken.Shep has spent 40 years in the field of customer service and in this episode we explore some of the key themes from his most recent book release 'I'll Be Back: How to Get Customers to Come Back Again & Again'. In this episode we discuss:The importance of dedicating resource to analysing customer behaviourThe loyalty question that all businesses should ask themselvesThe important distinction between repeat custom and loyaltyIs 'loyalty' a small business advantage?How businesses' approach to loyalty can change as they growShep's process for content production and staying relevant (he has over 600 videos on YouTube!)Referenced in this episode:[Shep's Book] I'll Be Back: How to Get Customers to Come Back Again & Again: http://illbebackbook.com/ or https://amzn.to/3ggUrv4 [Podcast] Experience This! https://www.experiencethisshow.com/ CONNECT WITH SHEP:https://hyken.com/ http://sheptv.com/ CONNECT WITH SCOTT:scott.colenutt@sitevisibility.comhttps://www.linkedin.com/in/scottcolenutt CONNECT WITH SITEVISIBILITY:https://www.sitevisibility.co.uk/ https://www.youtube.com/user/SiteVisibilityhttps://twitter.com/sitevisibilityhttps://www.facebook.com/SiteVisibilityhttp://instagram.com/sitevisibility See acast.com/privacy for privacy and opt-out information.

Does everyone in your business or agency understand and believe that providing superior customer service is one important way to set yourself apart from the competition? Shep Hyken, best selling author and sought after speaker, returns to TBBT to share tips on delivering an AMAZING! customer service experience that keeps customers coming back for more. Shep also outlines many of the interesting and important points he presents in his latest book, ‘I'll Be Back'.In a Crazy Bids true to its name, Rick Jennings discovered a bid that pairs bourbon, beer and books.All of that and more. A lot more!Our Guest: Shep Hyken @HykenAbout Shep: www.Hyken.comPre Order: ‘I'll Be Back: How to Get Customers to Come Back Again and Again.' : https://hyken.com/online-store/ill-be-back/?utm_content=buffer1091e&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer

Join Mike Handcock on this Global Intelligence update.   Topic: Getting Customers to Come Back Again and Again In this session Mike will guide you through the process on how to: Build a Garden not a Venus Fly Trap 3 Upsell methodologies The Philosophy of Great Customer Service