Contact Shep (314) 692-2200

240 page hardcover book

How do you build a business that thrives during good times and bad? Is there a strategy that can set 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 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 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!

What People Are Saying

“…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 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. Shep Hyken shows you exactly how to do this and more.”
Gabriele “G” Masili

VP and CTO, Customer Experience & Success, Microsoft

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