I'll Be Back

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 everyoneÕs job. Customer service is not a department. ItÕs not just for people on the front lines. ItÕs the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. ItÕs the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In IÕll Be Back you will learnÉ áHow to design and create an experience that gets customers to return, again and again áThe one trackable trend that leaders must monitor every morning áThe difference between repeat customers and loyal customers áHow to build the IÕll Be Back culture áHow delivering an amazing customer experience is within the reach of every organization áThe two simple words that are the secret to every customer service program áWhy most Òloyalty programsÓ fail to create customer loyalty áHow to personalize the customer experience áWhy setting up or expanding self-service and digital customer service choices are is a must, not an option áTen loyalty killers that can terminate your relationship with your customers áAnd much more!This book includes the must-have tools, tactics and strategies you need to get your customers to say, ÒIÕll be back!Ó