Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. So how do you get them to say, “I’ll be back?”
Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book, including a six-step process you can use to create an I’ll-Be-Back experience for your customers.
Key Ideas to Improve your Customer Experience
Hyken’s goal with the book is to give practical tips to create better than satisfactory relationships. One of Hyken’s main messages in all his work is that organizations should be better than average consistently and predictably. When you are better, customers come back.
The core message here is you have to look at those things through the customers’ eyes. But, also, every individual in the company should ask, “Is this right for the customer?” before they do anything.
Here are a few key moments in the discussion:
- 02:44 Hyken shares the main idea behind his book, including its origin and how it became his latest passion project.
- 06:55 Hyken explains why “Fine” the f-bomb of Customer Experience is.
- 09:45 We learn an abbreviated version of the six-step process to creating an I’ll-Be-Back experience.
- 13:49 Ryan talks about how best practices can be reductive if too many firms use the same strategy.
- 17:59 We discuss the importance of meeting the needs of the customers and not confusing that wisdom with the tactics used to meet them.
- 21:54 Hyken shares a story about when an early delivery cause a big problem for one of his clients and how it could have been avoided.
- 26:33 Colin introduces the idea that you should be sure that your customers are returning because they feel loyalty, and not just because they haven’t bothered to make a change.
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.
Experience Health Check: You already have an experience, even if you weren’t deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.
How can we help?
Click here to learn more about Beyond Philosophy’s Suite of Services.