Overview

"How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone's job. Customer service is not a department. It's not just for people on the front lines. It's the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It's the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I'll Be Back you will learn... How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I'll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most ""loyalty programs"" fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, ""I'll be back!"""

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9781640953017

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Reviews

AMAZING! Shep's magic continues with I'll Be Back, a powerful yet practical must-read book that will energize your entire organization, maximize the effectiveness of your customer service team and drive customer loyalty. --Timothy L. Ferree, Learning Manager, FedEx Customer Experience Shep Hyken has developed a customer loyalty playbook that is more than a one-time read. The book highlights foundational concepts, time-tested successful methodologies, cultural implications, importance of core values, metrics that matter most, role of automation and how service organizations can optimize the continuous value flow. This is THE reference guide for how companies can compete and win in a hyper-connected, knowledge-sharing digital economy. --Vala Afshar, Chief Digital Evangelist, Salesforce Successful companies are seeking ways to build and deliver connected customer experiences using a combination of technology and human-to-human connections. They aim to create Moments of Magic for all their customers. Shep Hyken shows you exactly how to do this and more. --Gabriele G Masili, VP and CTO, Customer Experience & Success, Microsoft This book is a reality check for companies on the importance of priceless experiences that get customers to come back. --Lance Gruner, EVP, Global Customer Care, Mastercard

Author Information

Shep Hyken is a customer service and experience expert, an award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author. As the Chief Amazement Officer (yes, that's his real title) for Shepard Presentations, he helps his clients create amazing experiences that get their customers (clients, guests, patients, members, visitors, etc.) to come back again and again. He is the author of Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, The Convenience Revolution, Be Amazing or Go Home, and his latest book, I'll Be Back. His articles have appeared in hundreds of publications, and he has been inducted into the National Speakers Association's Hall of Fame for his achievements as a professional keynote speaker. For more information visit www.Hyken.com

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