Shep Hyken, 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 also a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

In this episode, Shep shares how we can build customer trust and loyalty to drive business growth. Insights he shares include:

• Do culture and branding need to be reflective of a companies customer loyalty ethos
• How do we transition companies that have customer loyalty programs that are more of a sales gimmick to something that is meaningful
• Lesson learned from the biggest customer service/loyalty turn around example you know about
• Metrics to use as we build customer trust and loyalty
• Is the best measure of customer loyalty word of mouth referrals
• Customer service only exists because we have broken processes that need fixing - true or false
• Are we better off with just having customer success instead
• How do we get customers involved in building loyalty beyond discounts and points so that they feel a sense of ownership
• People tend to seek out 5-star reviews should we really do the same
• Are review sites the best place to raise our social proof or are we letting other forums and organizations determine our social proof
• and much much more ...