In this episode of the Digital First Leader Podcast, Richard and Shep Hyken, a customer service experience expert, a Wall Street Journal and New York Times best-selling author, and an award-winning keynote speaker, talk about customer experience.
In Shep's newest book, "I'll Be Back - How to Get Customers to Come Back Again and Again," the point is clear: rather than just measure satisfaction scores, which are very important history lessons, take a look at what's happening right now and in the future with the behavior of your customers.
Today's episode includes analyzing your customers' behavior, the difference between repeat customers and loyal customers, the importance of a company having a social cause the consumer values, and much more. Listen in to learn how to level up the customer service experience in your business.
To learn more about Shep and download a free research report, visit HYKEN.com.
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Host: Richard Bliss
Guest: Shep Hyken
Podcast Manager: Kimberly Smith