462: Shep Hyken

Why do customers leave us? It’s a vital question everyone in customer service and customer experience should know how to answer, and yet so many of us are at a loss here. Thankfully, our guest, Shep Hyken, has to offer some profound lessons that should help. He is a customer service and experience speaker and a leading international authority on customer service, customer experience, and loyalty in business.

Shep is the author of eight best-selling books that have made the New York Times, Wall Street Journal, USA Today, and more. In addition, Shep has worked with thousands of companies and organizations that want to build loyal relationships with their customers and employees. What’s more, he has also been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

“We have to understand the sentiment of our customers.”
– Shep Hyken

Shep will talk about a couple of essential things he discusses in his book in greater detail. You’ll get vital knowledge on why customers terminate their business with you and what you can do to increase your retention rates. And those rates are the ones every business needs to grow. So, tune in to learn it all; you never know how much this knowledge can improve your business!

“If we are wrong, we need to admit we’re wrong. Because saying you’re sorry is very important.”
– Shep Hyken

In this episode, you’ll learn:

The most significant measurement from Shep’s book business leaders need to monitor
What Nike is doing to keep the customers connected to them
Shep’s arguments for why nothing has changed in customer service
The biggest reasons why customers terminate their relationship with you
Shep’s process for working as a team to get the customer back

Connect with Shep