157. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.Join us as we discuss:Why customer service is a philosophy of mindHow to differentiate between repeat business and loyaltyWhat the common loyalty killers areHow to hire to avoid apathyWays to leverage presentation skills to define successSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.