In this week’s episode of the SIMPLE brand podcast, I talk with Shep Hyken, author of I’ll Be Back: How to Get Customers to Come Back Again and Again!
You’re going to be exponentially successful when you place more resources and effort into creating and retaining loyal customers than you do to simply acquire new customers.
This week’s guest gets it and shares a number of lessons around why customer loyalty is so important – it’s Shep Hyken.
Shep’s a customer service and customer experience expert and 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.
Shep and I talk about how to build and deliver experiences that keep your customers from —– terminating their relationship with you. And we discuss the difference between repeat customers and loyal customers and why that matters in your customer experience.
RESOURCES FROM THIS EPISODE
- Shep’s book: I’ll Be Back: How to Get Customers to Come Back Again and Again
- Shep’s Site
- Shep’s Annual Achieving Customer Amazement Survey Report
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