Satisfied customers leave, but loyal ones stay because great account managers turn every interaction into consistency, trust, and genuine partnership.

Alex Raymond sits down with customer experience expert and New York Times bestselling author Shep Hyken to explore how account managers can move beyond customer satisfaction and build true loyalty that lasts. Shep explains why “satisfied” is the most dangerous word in business and reveals how small shifts in behavior, like proactive communication, reliable follow-through, and fast problem resolution, create long-term retention and growth.

Drawing on decades of research and stories from the front lines, Shep shows that B2B buyers think like consumers, constantly comparing their experience with yours to the best they’ve ever had from companies like Amazon or Apple. His insights give account managers a playbook for becoming indispensable partners rather than replaceable vendors. From mastering his five-step service recovery framework to adopting a customer-focused culture that values consistency over heroics, this episode delivers a blueprint for building trust, earning loyalty, and owning every moment as the CEO of the client experience.

Episode Breakdown:

00:00 Introduction and The Hidden Risk of “Satisfied” Customers

02:33 Why B2B Clients Expect B2C-Level Experiences

05:04 Proactive Communication and Lessons from Amazon

13:21 Fixing the Sales-to-Account Manager Handoff

17:04 Loyalty vs. Satisfaction: What Really Drives Retention

25:04 Shep Hyken’s Five-Step Service Recovery Framework

30:16 Building a Customer-Centered Culture

37:04 Key Takeaways for Account Managers

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