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.
Connect with him on LinkedIn and Facebook.
To buy his book, I'll Be Back: How to Get Customers to Come Back Again & Again, click here. E-mail your receipt to email@example.com 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