Podcasts about i'll be back how

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.

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.

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

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.

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again."   Topics include:  -Shep's number 1 business measurement leaders should be monitoring -Why loyalty programs don't always drive loyalty -Technology driven personalization vs the human touch -Leveraging consumer behavior trends to creat marketable customer experience (and so much more)

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. 

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

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!

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

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 a Customer Service and Experience Expert and the Chief Amazement Officer of Shepherd Presentations. He is a New York Times bestselling author and has been inducted into the National Speakers Association Hall of Fame for a lifetime achievement in the speaking profession. Shep works with companies and organizations who 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 five books. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset.   Questions   Your new book is called I'll Be Back: How to Get Customers to Come Back Again & Again. And so, could you share a little bit about the book, what inspired you to write this book? How can this book help organizations? What are the core pillars or themes that the book is built on? Just give us in your own words what it's all about? You mentioned in the book, the concept of being nice. The behavior or personality of a customer service employee versus the technical side, I wanted you to expand on that for us on what is the importance of that? And what does it really mean to be nice? In the book you also mentioned to create real customer loyalty, we first need to understand the difference between loyalty programs and marketing programs. Can you explain to our audience what you mean by that? A lot of organizations clearly having to pivot over the last year and a half since the pandemic, trying to look at their customer journey, trying to incorporate digital even more, even those organizations that didn't have a digital as part of their whole process. What are your thoughts on organizations looking to do all those things, but still create that amazing experience? Can you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? Can you also share with us what's the one thing that's going on in your life right now that you're really excited about either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote it kind of helps to get you back on track or get you refocused?   Highlights   Shep's Journey   Me: So, I'm going to piggyback off of your last statement, “It's great to be back” because your new book is called “I'll be back.” And so, could you share a little bit about the book, what inspired you to write this book? How can this book help organizations? What are the core pillars or themes that the book is built on? Just give us in your own words what it's all about?   Shep shared that the full title is, I'll Be Back: How to Get Customers to Come Back Again & Again. And he joked about the accent, but whenever people say I'll be back, they kind of tried to do that Terminator, Arnold Schwarzengger impression.   And originally, when he started writing the book, he hadn't even thought about that, the tie into the Terminator movie and then about three hours in the starting his outline, he's going “Yeah, I'll be back. I bet I can play off of that.” So, while it really doesn't have anything to do with the Terminator, he does mention it a few times and the goal is to get your customers to say, I'll be back and you want them to not only say it, you want them to actually do it.   So, there's all kinds of tips, tactics, ideas, and strategies just for the idea of getting your customers to come back and understanding the difference between repeat customers, loyal customers, how to create a more customer focused culture that delivers that experience that gets customers to come back, so it's really about that. And the really cool thing is, he believes, even with this crazy COVID variant going around, the Delta, he gets the feeling that a lot of the world is starting to feel like they're coming back. So, there's a double message in there that he didn't even anticipate was going to happen.   The Concept of Being Nice: The Behavior or Personality of a Customer Service Employee Versus the Technical Side   Me: Now you mentioned in the book, the concept of being nice. The behaviour or personality of a customer service employee versus the technical side, I wanted you to expand on that for us on what is the importance of that? And what does it really mean to be nice?   Shep stated that being nice is a foundational concept and there's a story behind it that's pretty funny. The idea behind it was, he was asked to do a speech and he was the closing keynote speaker, the last speaker of the day, he had to end exactly on time, because these people had to go to another event and they were all being picked up by buses. So, his client said, no matter what happens, you finish on time.   And ultimately, the speakers ahead of him went longer and longer and longer, and by the time it was his time to speak, there was two minutes left, not the 40 minutes that he was supposed to do. So, he said to the client, “Don't worry, I've got this.” And he gave him this weird look but he walked on stage and the first thing he said was, “Thank you for that wonderful round of applause. I realized that we have to be out of here in less than two minutes. And I promised everybody, the client especially that that would happen. So, we're going to start over and I'm going to give you the shortest customer service speech in the world.”   So, he's introduced quickly, the applause is here, he's now standing center stage. Are you ready? Here it goes. Be nice. Then he started to walk off stage and the audience, he stopped halfway through and he goes, “I know it's pretty easy, isn't it.” But think about it for just a moment, he's still got about a minute or so left.   So let me tell you about being nice. Being nice is foundational, it's fundamental. If you're in a restaurant and they have great food, but the server is so mean to you, you're never coming back, it's that simple. But I want you to realize that being nice isn't always easy, it's simple, but it's not easy.   And you need to think about it because there's going to be times that you're going to be distracted that you're going to be busy that a customer or an internal customer, one of your own team members is going to come and talk to you and you're going to be interrupted, and you're going to be a little snappy, you can't do that.   Foundationally, you must be nice. Now, nothing's changed. He always joked about nothing's changed in customer service and they talked about that in the book. But really, that's a fundamental, people don't want to be treated the wrong way, they want to feel appreciated, they want to feel like it's a place that wants to do business with them.And if you aren't at least nice, well, think about you don't want to put yourself behind just because you weren't doing something as simple as being friendly and nice.   And by the way, they surveyed over 1000 consumers, and one of the most important top three qualities they want in dealing with somebody related to the areas of customer service, sales, whatever, is that they want somebody number one that's knowledgeable and number two, that's nice.   Me: So nice is like, good morning. Nice is, how are you doing today? Nice is the softer side of your personality.   Shep agreed and stated that it's just a soft skill and it is exactly that it is a skill. And sometimes you need to work on that skill, you need to be remembered, and it's a little bit of a smile, it's a little bit of a friendly attitude. And when you combine those together, that's what your customers want and expect from you. Doesn't that sound so simple. And by the way, they don't spend a lot of time on this in the book, but it's important, he talked about foundation and really what is the underpinning of all the experience you want your customers to have. And even if you're in the business of an eCommerce company that it's almost all automated, you still have to create this feeling that you're friendly, it's the images, it's the simplicity of how the website works and if they ever do, in fact, call you, if the customer ever does call you, it's how they're treated. In a B2B environment, maybe business to business, they say is different than B2C and the reality of it is, it's not much different today, because your B2B customers are comparing you to the best service experiences they've ever had. And that could include a retail store, it could include Amazon, it could include a restaurant, it doesn't matter, it's the best service they've had and that's what they expect from everybody.   Me: What if you have an organization where it's just not in the character of the person that's interfacing with the customers to be nice. Generally speaking, in their own personal lives, they're just not nice people, they have a very unpleasant countenance, they're not very welcoming, or approachable, and you feel very uncomfortable around them because of their demeanour and your facial expressions. How do you get that person to be nice?   Shep stated that first of all, he wouldn't have hired that person. So, part of creating a culture that's customer focus is making sure the right people are on the bus and that means you've got to hire right. Now, there are some people, they can still be nice, but they're not cut out for being on the front line, great. Put them in another job somewhere else in the organization, they still have to be nice. But again, being introverted may be awkward for somebody, and we don't want to put anybody in that situation.   But he'll also add that if you've got somebody in the warehouse and their job is to pack boxes with product based on what the customer orders, and by the way, this is a little bit off of the concept of being nice, but that person has a great responsibility to the customer. Because if they receive that box, and it wasn't packed properly and the items inside are broken, or whatever, that's going to reflect on the entire company.   Now back to this employee that never sees the customer in the warehouse, in the accounting department, whatever. If you are going to create a culture that's focused on the customer, there has to be a personality to that culture and the people who are hired have to be in alignment with that personality.   Now, again, being nice means friendly, it doesn't mean overly friendly or overly gregarious, it is really about the fundamental concept of just being friendly and nice to your colleagues and your customers, not overly so that's why even behind the scenes, they still have to have a little bit of something going on there, they just don't have to be quite as dedicated to it as perhaps somebody on the true front line.   The Difference Between Loyalty Programs and Marketing Programs   Me: Now in the book you also mentioned to create real customer loyalty, we first need to understand the difference between loyalty programs and marketing programs. Can you explain to our audience what you mean by that?   Shep stated that let's just take frequent flyer miles for a moment, they call that a loyalty program, the airlines do and the reality is it's a miles program, it's a points program. In other words, it's a marketing program. In a sense, it's kind of a discount, you buy enough airline tickets, and you fly in the airline long enough, you get a free flight, just like if you go to a restaurant and they punch your card five times, the sixth sandwich might be free. So, his question is, and he doesn't know if Yanique fly a lot or not, but I talked to people all the time he goes, if the entire airline industry were to take away the miles program, would you still fly on the same airline that you're currently spending most of your time on? Because most people will try to accumulate miles on one particular airline and he's surprised it's split. He hasn't done a formal survey, but he's going to say it's approximately 50/50 from the people that say, “Oh, I'd stay here.” or “You know what, I'd fly a different airline.” And it's that simple. The reason they're staying on the airline is because of the points, not because of the airline itself, take that away, and it's gone.   Now, the other thing they talked a little bit about related to repeat business versus loyal business, is that sometimes-repeat business is due to maybe it's a better price.   “Why do you love doing business with them? They have the lowest prices?”   “What if you found somebody with a lower price? Well, then I'd go do business with them.”   So, the customers loyal to the price, not the company. And the same thing with convenience.   “Why do you go to them? Well, they're the closest one.”   “What happens if a competitor moves closer? Well, I'll probably do business with them.”   So, what you need to do in those situations, if price is how you're competing, or convenience is how you're competing, make sure you deliver a level of service. And when given the opportunity, try to connect with that customer on some kind of an emotional level, make them want to not only do business with you, because of whatever reason they have in their mind, but also make them like doing business with you.   Me: Yeah, I totally agree. So, you're saying then that most loyalty programs or that they dub as loyalty programs are actually marketing programs. So, what really makes a customer loyal, as you said, is that emotional connection.    Shep shared that it often is, he will add that there are certain programs, like Nike has a loyalty program, it's actually a membership program, it has really nothing to do with points, it has to do with, “Hey, you're a customer and we're going to give you great information about what you're interested in.” So, if he just bought some golf shoes from Nike, and he's never bought golf shoes from them and since that time, he's received a couple of really interesting emails, not just about product, but about how he can improve his golf game, and what the new technology and the shoes are. And so, he learned about these things and he thinks to himself, they know who he is. But what they don't send him is they don't send him information on soccer shoes or football as you might call it in other parts of the world, because they know that's not something he's ever bought from them and he's never indicated in the interest. So, he considers that type of program more focused on gaining the customer in other ways than just giving them true incentives to buy. So, he thinks that's an important delineation between membership programs and marketing. Now, one other thought before we jump off of this is that some people refer to the Amazon Prime program as a loyalty program and he even thinks Amazon refers to it as the Prime membership program, not a loyalty program and if they do, it's okay. But here's what happens when you're willing to spend $120 a year and it might be $129 a year, you want to get your money's worth out of it so you're going to try to use them as often as possible. That's the idea is give them, the customer, a reason to come back and that's because you spent money with them and you want to make sure you get good value for that.   Organizations Looking to Incorporate Digital Even More But Still Create An Amazing Experience   Me: Now, the book also mentions, it piggybacks a little bit on some of your principles from your previous book, The Convenience Revolution, that was such an awesome book. And it talks about self-service, technology, subscription delivery, access and reducing friction. And I've seen a lot of organizations clearly having to pivot over the last year and a half since the pandemic, trying to look at their customer journey, trying to incorporate digital even more, even those organizations that didn't have digital as part of their whole process. And sometimes in doing that, it actually creates a lot of confusion and friction for the customer because there are so many steps that you have to take, and you're so frustrated and a lot of times you'd want to serve yourself but you can't, you have to end up reaching out to somebody either through their contact center, or even physically visiting their location. What are your thoughts on organizations looking to do all those things, but still create that amazing experience?   Shep shared that there's a lot going on there, he wrote an entire book on the concept of convenience and there's no way he couldn't reference this in the new book, because this is what drives repeat business is frictionless, easy, the company that's often easiest to do business with is the one that wins that means it makes price a little less relevant, so that may not be as important to the customer when they say, it's so easy, it's worth paying for.   And he'll give a quick example of this. Prior to the pandemic, when he wrote the book, by the way, The Convenience Revolution, in his mind it was somewhat of a breakthrough in the thought process, nobody had ever written a book about this. There was an author, actually two authors together wrote a book titled The Effortless Experience, but it was all about the getting customer support and making that easy. This is about everything related to your business, now back then it was breakthrough, then it became trendy and now it's become an expectation, especially with COVID.   So, he's thinking, well, that's the big change that's happened in this, so we've got to be more convenient. He doesn't spend a ton of time on it, he has two short chapters on number one, the self-service route, because that's what you're talking about is going digital and getting your customers to think digital first. How can I get the information that I need to have without having to talk to somebody, without having to wait on hold? And for the company, it's how can I make sure that our people are handling customer issues that are of a higher level rather than dealing with things that are so simple like, can you check on my order? Can you see if it was shipped? Can you see if the payment went through?   Insurance companies and banks, financial institutions are really making it easy for you to check balances and make claims and that type of thing. So by going digital first, if you do it right, you create this great, easy frictionless experience and when there's a problem, you need to make it seamless for the customer to transition to the human to human connection to get their help. And that's where a lot of companies fail, they actually fail in two areas.   Number one, they create a process that's not always intuitive to the customer and the good news is the design, the user experience, or the UX as they call it today. And that design is getting better and better and people are recognizing how easy it is.   Think about when you go on Netflix once you register and you're in how easy it is for you to find the different movies genres that you want okay. When you go to Amazon, the entire buying process, you have total control over and they make it so easy. So, they become like the poster children of what convenience and easy is about. And so, when you do that the right way, you create really a little bit more distance between you and your competition but he digress.   Back to what happened in the pandemic and why people are willing to pay for it. If you think about it, delivery is a great convenience. He used to have his food delivered from different restaurants, they never charge for it, once we got into the pandemic, they started charging. And he's not saying we're completely out of it, but we're out of it enough that everybody's back to somewhat business is normal like it used to be. And guess what, they're still charging, and nobody is complaining, they're willing to pay for convenience.   Last year, they did a study and they looked at over 1000 consumers and they found that, he believes it was 60%, this year was just a titch different, but it was around 60% of people were willing to pay more, they want a great service experience but they'll pay even more for convenience. And that number goes up to almost 90% when delivery is actually part of that convenience.   Me: I think a big part of it also, well at least for me personally is safety, with the pandemic and people are so concerned about being exposed, especially as we're clearly going through another wave a lot of countries are going to another wave now, people want to be safe. So if that means I can stay in the convenience of my home and place an order and it can be delivered and the only exposure I'm having is to physically come to the door and just exchange money or if I paid through the app and it's just to get the bag from the delivery person, then I'll definitely rate you higher because I feel safer and I think safety has been definitely something that customers look for that is included in the whole convenience, all because of the pandemic, at least I view it as important. If I don't feel safe in an environment, it's highly unlikely that I'm going to return to the business unless I absolutely have no choice.   Shep shared that 100% safety is of the utmost concern of some people, and you know what it's like, “I'm going to order it, set it at the front door and leave. I'll pick it up when they're gone and they're not there anymore.” But you're right and the digital experience that companies are creating that are making customers feel better about doing business with them, he thinks is a really important piece of building that trust and creating a connection. He might have been doing business the old way with somebody and they knock on the door, and they'd say, “Hello” but if the new way requires or his desire is to have that door stay closed, yet they create a system that allows him to still get everything done easily, he's still going to be appreciative that that company took the effort to make that happen.   Now, long term, you can't automate or digitize a personal relationship, you still need to create some type of connection. Just before they came on together and they're recording this, he got a call, he won't tell you the name of the airlines, but their initials are American Airlines, AA. And you know what they were doing, they were just calling to number one, say, “We saw that you flew last week and you've been flying a little bit more regular, we just want to thank you for that.” Every one of his flights is booked online, he put his boarding pass on his mobile phone. And other than dealing with flight attendants and people at the gate, he doesn't ever talk to anybody from American, they're losing that connection with him. So, what did they do? They picked up the phone and they made an outbound call just to check and say thanks for business, that's how you humanize the automated relationship.   Me: Amazing. And I'm happy you touched on that because that was actually a question I was going to ask because I get asked that question quite often, with technology and automation and artificial intelligence and chatbots and all of these things that companies are doing to enhance the customer experience. Do you feel that the human interaction is going to fade away?   And I always think, no, I think at the end of the day, human beings like to deal with human beings because at some point, that robot or automation can't answer your question. I've had the personal experience myself, it's like they're automated, they ask you a question, you log on, and they say, what's your name, and you put in your name, you put in your account number, and you tell him the issue that you're having and it seems like the robot is just regurgitating the same information to the point where I have to say, “I would like to speak with a representative.” Then it says, “I don't understand what you are saying.” then I change up how I say it, I say, “I would like to have an Agent.” And then it gets what I'm saying.   Shep shared that he gets it. And that's so frustrating and it should seamlessly take you there, there should be an easy way to get there. But that to your point, it's very difficult if all you are is a digital last company, you're not going to be able to compete with the people to figure out how to create the balance. And the magic happens in the balance and it's different from one industry to the next. And even from one company to the next but they figure it out.   App, Website or Tool that Shep Absolutely Can't Live Without in Him Business   When asked about an online resource that he cannot live without in his business, Shep shared that that is a great question. He loves his travel apps, he travels so much, so it's very difficult. So, he's looking at his phone going, what is it that he can't live without? He loves the communication apps, he's on WhatsApp a lot and they do a Zoom. How about LastPass. LastPass, which is so important, he has a virtual workforce, and they all have access to different websites, yet they have no idea what his password is, he loves that.   Books That Have Had the Greatest Impact on Shep   When asked about books that have had the biggest impact, Shep shared that one of the books that is probably his favorite aside from I'll Be Back: How to Get Customers to Come Back Again & Again by Shep Hyken and other books that he's written. He loves The Experience Economy: Work Is Theater & Every Business a Stage by Joe Pine and James Gilmore, it's one of the greatest books written on customer experience. And even though it was written over 20 years ago, and they did come out with an updated version, he believes that it is as relevant today as it ever was. So, love that book. He loves the Tom Peters book from the 1980s In Search of Excellence: Lessons from America's Best-Run Companies. And even though many of those companies aren't around, which is by the way is one of the reasons he likes it, it shows how the most excellent companies, some of them are out of business, some of them were bought out, you cannot ever rest on your laurels but he loves the lessons that it teaches. That's a great book. So, he loves The Experience Economy, probably number one business book in his choice.    What Shep is Really Excited About Now!   Shep stated that he knows he sounds like a broken record but the book just came out, I'll Be Back. So very excited about that. But you know what else? He has a report, it's called the 2021 ACA Report Achieving Customer Amazement.   He did the 2020 last year. So, the 2021 he was going to put out earlier this year, but he felt they were still so deep in the COVID dealings that he thought you know what? He wanted to wait. So, he waited until June to do the research and they just came out with the report. So, just go to his website, www.hyken.com and you'll see the link to get the report.   Me: Awesome. I will definitely be accessing that. I thought the content that you put out last year from the 2020 report and I shared it with a few of my clients, I thought it was really, really great. So, I'm happy that you have an updated one this year.   Shep shared that his favorite stat is, again, by the way, he mentioned a couple of these stats before where they interviewed the consumers. They asked, “Would you rather go to the dentist or call customer support?” 48% of the people said, “I'd rather go to the dentist.” So, it's a great report, it's free. And he thinks there's a lot of great information that would compel a company or an individual to say, you know what, if I don't deliver service, I'm going to lose my customers. This is a reason that I need to keep at the top of my game.   Where Can We Find Shep Online   Me: So, our guests, our listeners would have tapped into this episode when it's released and they are super pumped about your book, I'll Be Back. How to get customers to come back again and again, because I think that's what every business wants, not just to do a one-time sale, but to actually have their customers come back over and over again for their lifetime of that product or service that they're using. And so where can they find you online, they want to download this report, they want to tap into the book, they want to tap into your journey, see what you're up to? And just really be in touch with you. Where can they find you online?   Website – www.hyken.com YouTube – ShepTV   Quote or Saying that During Times of Adversity Shep Uses   When asked about a quote that he tends to revert to, Shep shared that this is one that he have come up with on his own. And he doesn't know if he's ever shared this but “Bad days only last 24 hours.” And here's what happened. He took a daily pocket planner where you write out like what your plans are, it's a calendar. And instead of planning, he reflected at the end of each day, what happened today that was good, and on a weekday, it was business and personal and the weekend, it was pretty much just personal because he tries not to do too much business on the weekends. And he found that within a very short period of time, he realized that even on the worst days, good things happen. So, it was very, very motivational, inspirational, if you will. But it was really inspiring to realize that as bad as the bad day is, it's really not all that bad.   Me: True, very true. I do something very similar as well. But it's more like a gratitude journal, it's digital actually. I just like have a note, I use the Notes app on my devices a lot, it's so amazing. And you can lock the note if you don't want other people to access it if they're on your phone. But I'll type out 10 things that I'm grateful for that happened in that day. And sometimes I have more than 10, I'll end up writing like 15 or 18, or 20. But then there are other times that I really have to like dig deep and things that I think are simple, I really have to give thanks for and it makes me just realize that, as you said, even if things didn't go your way, or you didn't get the contract you were looking for, maybe you weren't feeling well, or you weren't able to accomplish certain goals that you had set for yourself, there are other things that happened that makes you feel good, especially when you give thanks for them, or show gratitude for them because it really goes a very far away.   Shep agreed and stated that he likes that. It's an attitude of gratitude and that's part of what his little journaling does and you've experienced that same thing.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners    Links   I'll Be Back: How to Get Customers to Come Back Again & Again by Shep Hyken The Experience Economy: Work Is Theater & Every Business a Stage by Joseph Pine II and James Gilmore In Search of Excellence: Lessons from America's Best-Run Companies by Tom Peters 2021 Achieving Customer Amazement Survey Report by Shep Hyken   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

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.”

What makes a customer return to your business? As bookkeeping business owners, this is a question that is always on our minds.  Returning guest Shep Hyken is a customer service expert, keynote speaker & author of his new book I'll Be Back: How to Get Customers to Come Back Again & Again.  He joins us this week to discuss how customer service has changed over time, and shares practical tips on how to develop an in-depth understanding of your customers. During this interview, you'll learn... The importance of balancing digital and human customer service Why you should be paying attention to your customers' behaviour How to use Shep's 6-step process to create an experience that your clients will remember Visit Shep's website to learn more. Connect with him on LinkedIn and Facebook. To buy his book, I'll Be Back: How to Get Customers to Come Back Again & Again, click here. E-mail your receipt to michael@successfulbookkeeper.com to get a free copy of The Successful Bookkeeper shipped to your door!   Time Stamps 3:27 - How the COVID-19 pandemic has impacted customer service 9:42 - Why balancing the digital and human aspects of customer service is crucial for small businesses 14:20 - The importance of understanding the behaviour of your customers 20:06 - The 6-step process of creating a customer experience that will keep them coming back

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

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

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

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

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 of the Duct Tape Marketing Podcast, I interview Shep Hyken. Shep is ais a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal best-selling author. He recently wrote a book called I'll Be Back – How to Get Customers to Come Back Again & Again.

Most of us are thrilled to have repeat customers, but how do we turn those repeat customers into loyal customers? Loyal customers that not only like our product or service but will go the extra mile to do business specifically with us. These are loyal customers. Many loyalty programs are designed to get customers to come back, but creating genuinely loyal customers is on a whole new level. Customer service and experience expert Shep Hyken is here to discuss why customers become loyal and how to give them the experience they deserve.   Shep Hyken is the author of I'll Be Back: How to Get Customers to Come Back Again & Again, a book about turning customers into repeat customers and turning those repeat customers into loyal customers. Shep is the Chief Amazement Officer of Shepard Presentations. He is a hall of fame speaker and a bestselling author. He's passionate about giving customers the best possible service and interaction at every point of contact.  We cover many of the concepts and ideas in his new book. Shep goes into the difference between confidence and arrogance and how creating confidence is all about the customer. Confidence leads to trust, and trust leads to loyalty. We discuss the importance of emotional commitments and creating amazement. This episode is the perfect reminder of the importance of keeping the customer in mind and creating that consistent, predictable experience that earns trust and loyalty.  And be sure to subscribe to The Self-Employed Life in Apple podcasts or follow us on Spotify or wherever you listen to podcasts so you don't miss an episode. Everything you need can all be found at jeffreyshaw.com  Shep Hyken thank you so much for being here! Remember, you might be in business FOR yourself but you are not in business BY yourself.  Be your best self. Be proud and keep changing the world.   Join 18,000 subscribers looking to do "business with a soul" and sign up to receive The Self-Employed Nutshell Newsletter! Sign up here!   Guest Contact – Shep Hyken I'll Be Back: How to Get Customers to Come Back Again & Again Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet Shep Hyken Twitter Shep Hyken LinkedIn Shep Hyken YouTube Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition   Contact Jeffrey – Website Coaching support My book, LINGO: Discover Your Ideal Customer's Secret Language and Make Your Business Irresistible is now available! Watch my TEDx LincolnSquare video and please share!   Valuable complimentary resources to help you- The Self-Employed Business Institute- You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out!   Take The Self-Employed Assessment! Ever feel like you're all over the place? Or frustrated it seems like you have everything you need for your business success but it's somehow not coming together? Take this short quiz to discover the biggest hidden gap that's keeping you from having a thriving Self-Employed Ecosystem. You'll find out what part of your business needs attention and you'll also get a few laser-focused insights to help you start closing that gap.   Have Your Website Brand Message Reviewed! Is your website speaking the right LINGO of your ideal customers? Having reviewed hundreds of websites, I can tell you 98% of websites are not. Fill out the simple LINGO Review application and I'll take a look at your website. I'll email you a few suggestions to improve your brand message to attract more of your ideal customers. Fill out the application today and let's get your business speaking the right LINGO!   Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.