How To Create Loyalty and Amazing Customer Experiences with Guest Expert & Author: Shep Hyken | Episode 118

Show Notes:

The worst thing that can happen when you ask is they say no. Well, my guest today said YES! I am thrilled to introduce our featured guest expert, author, and speaker: Shep Hyken. Shep knows retail and is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. 

We talk a lot about the customer experience and customer loyalty in my Retailer’s Inner Circle program, and Shep’s books are always suggested reading. His teachings focus on building loyal customers, how to be just a little better than average, and how that can help shop owners have an advantage over the big box competitors and even thrive, not just survive.

We talk everything from:

  • His many books and the lessons inside
  • The importance of community involvement
  • Local advertising & marketing
  • Hiring staff and including them in the customer experience
  • Customer Behavior (CSAT)
  • The top reasons customers come back
  • The customer journey map (and a great exercise for you to do)

This is an episode you do NOT want to miss – so get your pen and paper ready, share this episode with a biz buddy, and listen closely. Learn the what and how of your awesome responsibilities of providing an amazing experience for your customers.

Customer service, it’s not a department. It’s a philosophy.– Shep Hyken


Listen on:  Apple PodcastsSpotify | Radio Republic | YouTube | PlayerFM | Stitcher | iHeartRadio



A Quick Glance:

[0:13] Intro

[1:19] The small shop advantage

[9:47] I’ll Be Back by Shep Hyken – understanding customer behavior

[17:57] Be nice

[22:01] The customer journey map

[25:54] Your staff – get them to buy into your customer experience

[29:16] Closing remarks


About Shep:

Shep Hyken is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he’s the author of 8 books, including his newest book I’ll Be Back: How to Get Customers to Come Back Again and Again. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.

Website | Facebook | YouTube | Books | The Shepard Letter


Don’t forget to leave a review on Apple podcasts!



Resources Mentioned:

Amaze Every Customer Every Time by Shep Hyken
I’ll Be Back by Shep Hyken
Retail Made Simple
Level Up Mastermind
Foot Traffic Made Simple
Retailer’s Inner Circle



Related podcasts we think you’ll like:

Episode 99 – How Should We Greet Customers?
Episode 98 – My Top Business Books For Retailers
Episode 93 – How to Wow and Delight Your Customers
Episode 90 – Customer’s Expectations and Experience
Episode 79 – Your Competitive Advantage Over Amazon
Episode 25 – Three Reasons Your Marketing Might Not be Working Well

Creative Shop Talk | Wendy Batten | How To Create Loyalty and Amazing Customer Experiences with Guest Expert & Author: Shep Hyken
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Retailer’s Inner Circle – Join Wendy inside the best retailer’s community

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Hi there! I'm Wendy Batten, and I'm obsessed with helping independent shop owners like you achieve success. With over 20 years of experience as a small business owner, I've owned several retail businesses along the way including a cafe, two retail shops, and a studio (and even a tae kwon do studio), learning first-hand the art of juggling all the balls.

I now dedicate my time to coaching hundred of retailers all around the world, sharing my expertise to help them organize their businesses and maximize profits, paychecks, and JOY in their day-to-day lives.

I created the support, programs, and community that I wish I'd had.

Whether you've been in business for years or are just starting out with your brick-and-mortar venture, you've come to the right place. If you're serious about your business and ready to stop winging it, I'm here to inspire and guide you toward success.

I'm so happy you're here, and I can't wait to support you on your journey to thriving in the world of retail!



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