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 Podcasts | Spotify | 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
For more support from Wendy:
Retail Made Simple – Wendy’s on demand course for shop owners wanting more from their business
Retailer’s Inner Circle – Join Wendy inside the best retailer’s community
Top Sales Playlist
These are a few of my listeners favourite Creative Shop Talk Podcast episodes.
Grab your earbuds and listen in with me!
