What makes a customer return to your business?
As bookkeeping business owners, this is a question that is always on our minds.
Returning guest Shep Hyken is a customer service expert, keynote speaker & author of his new book I'll Be Back: How to Get Customers to Come Back Again & Again.
He joins us this week to discuss how customer service has changed over time, and shares practical tips on how to develop an in-depth understanding of your customers.
During this interview, you'll learn...
- The importance of balancing digital and human customer service
- Why you should be paying attention to your customers’ behaviour
- How to use Shep’s 6-step process to create an experience that your clients will remember
Visit Shep’s website to learn more.
To buy his book, I'll Be Back: How to Get Customers to Come Back Again & Again, click here. E-mail your receipt to firstname.lastname@example.org to get a free copy of The Successful Bookkeeper shipped to your door!
3:27 - How the COVID-19 pandemic has impacted customer service
9:42 - Why balancing the digital and human aspects of customer service is crucial for small businesses
14:20 - The importance of understanding the behaviour of your customers
20:06 - The 6-step process of creating a customer experience that will keep them coming back