I'll Be Back: How to Get Customers to Come Back Again & Again

by Shep Hyken

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!”
 

Product Details

ISBN-13:	9781640953017
Publisher:	Sound Wisdom
Publication date:	09/21/2021
Pages:	240
Sales rank:	1,044,379
Product dimensions:	5.60(w) x 8.60(h) x 0.90(d)

About the Author

Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

Table of Contents

Get Ready What Will I Learn from This Book?, 1; Part One, The Basics Of Customer Loyalty, 13; Chapter 1: The Arnie, 15; Chapter 2: The Most Important Measurement in Business, 23; Chapter 3: The Foundational Concepts, 37; Chapter 4: The Culture Challenge, 45; Chapter 5: Nothing Has Changed in Customer Service, 59; Part Two Making Loyalty A Reality, 69; Chapter 6: Want to Be Amazing? Just Be Better Than Average…All the Time!, 71; Chapter 7: The Shortest Customer Service Speech in History, 81; Chapter 8: How to Create Real Customer Loyalty, 89; Chapter 9: Where Everybody Knows Your Name, 103; Chapter 10: What Do You Stand For?, 117; Chapter 11: Self-Service: Give the Customer Control…If It Creates a Better Experience, 133; Chapter 12: No Friction, Please, 147; Chapter 13: You Can’t Automate a Relationship, 161; Chapter 14: You’re Terminated!, 177; Chapter 15: Where the Rubber Meets the Road, 191; Epilogue: I Want You to Come Back, 205; Acknowledgments, 209; Index, 211; About the Author, 225

Editorial Reviews

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
 

“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
 

“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
 

From the Publisher