In this episode we spoke with Shep Hyken, New York Times and Wall Street Journal bestselling author, on how brands can start closing the loyalty gap in their business.
During our discussion, Shep highlights the difference between a repeat customer and a loyal customer, how brands can better understand their customers' buying patterns and strategies to turn more one time purchasers into loyal fans.
Shep Hyken is a customer service and experience expert, researcher, 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 latest, 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.