#615 How To Craft The Perfect Customer Retention Strategy w/ Shep Hyken, CAO of Shepard Presentations

In this episode we're joined by speaker, author and CAO of
Shepard Presentations, Shep Hyken.


Shep has spent 40 years in the field of customer service and in
this episode we explore some of the key themes from his most
recent book release 'I'll Be Back: How to Get Customers to Come
Back Again & Again'.


 


In this episode we discuss:


The importance of dedicating resource to analysing customer
behaviour

The loyalty question that all businesses should ask
themselves

The important distinction between repeat custom and loyalty

Is 'loyalty' a small business advantage?

How businesses' approach to loyalty can change as they grow

Shep's process for content production and staying relevant
(he has over 600 videos on YouTube!)






Referenced in this episode:


[Shep's Book] I'll Be Back: How to Get Customers to Come Back
Again & Again: http://illbebackbook.com/ or
https://amzn.to/3ggUrv4

[Podcast] Experience This!
https://www.experiencethisshow.com/



 


CONNECT WITH SHEP:


https://hyken.com/

http://sheptv.com/






CONNECT WITH SCOTT:


scott.colenutt@sitevisibility.com

https://www.linkedin.com/in/scottcolenutt



 


CONNECT WITH SITEVISIBILITY:


https://www.sitevisibility.co.uk/

https://www.youtube.com/user/SiteVisibility

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