July 07, 2022

1073: A Great Customer Experience Creates Loyalty, with Shep Hyken

41 minutes

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/