EP263: Shep Hyken - 6 Steps to Keep Customers Coming Back to Your Bookkeeping Business

What makes a customer return to your business?


As bookkeeping business owners, this is a question that is always
on our minds. 


Returning guest Shep Hyken is a customer service expert, keynote
speaker & author of his new book I'll Be Back: How to Get
Customers to Come Back Again & Again. 


He joins us this week to discuss how customer service has changed
over time, and shares practical tips on how to develop an
in-depth understanding of your customers.


During this interview, you'll learn...



The importance of balancing digital and human customer
service


Why you should be paying attention to your customers’
behaviour


How to use Shep’s 6-step process to create an
experience that your clients will remember



Visit Shep’s website to learn more.


Connect with him on LinkedIn and
Facebook.


To buy his book, I'll Be Back: How to Get Customers to Come Back
Again & Again, click here.
E-mail your receipt to
michael@successfulbookkeeper.com to get a free
copy of The Successful Bookkeeper shipped to your door!


 


Time Stamps


3:27 - How the COVID-19 pandemic has impacted customer service


9:42 - Why balancing the digital and human aspects of customer
service is crucial for small businesses


14:20 - The importance of understanding the behaviour of your
customers


20:06 - The 6-step process of creating a customer experience that
will keep them coming back