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

<p>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. </p> <p>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? </p> <p>In this episode of our <a href="https://bombbomb.com/book/">Human-Centered Communication</a> expert series (which originally aired on September 3, 2021), <a href="https://www.linkedin.com/in/stephenpacinelli">Steve Pacinelli</a> and I interview <a href="https://www.linkedin.com/in/shephyken/">Shep Hyken</a>, Chief Amazement Officer and Customer Service Speaker at <a href="https://hyken.com/">Shepard Presentations, LLC</a>, about the drivers behind customer loyalty — as well as some loyalty killers. </p> <p>Join us as we discuss:</p> <ul><li>Why customer service is a philosophy of mind</li> <li>How to differentiate between repeat business and loyalty</li> <li>What the common loyalty killers are</li> <li>How to hire to avoid apathy</li> <li>Ways to leverage presentation skills to define success </li> </ul> <p>Subscribe, listen, and rate/review the Customer Experience Podcast on <a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989">Apple Podcasts</a>, <a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq">Spotify</a>, <a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q">Google Play</a> or <a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en">Google Podcasts</a>, and find more episodes on our blog. </p> <p>Listening on a desktop &amp; can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.</p>