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10 things that can harm your relationships with customers

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I’ll Be Back: How to Get Customers to Come Back Again & Again is out now! In the latest book from Shep Hyken, he discusses 10 loyalty killers that can terminate your relationship with your customers. On today’s show, we’re pleased to welcome back customer service and experience expert, New York Times and Wall Street […]
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customer experience

Shep Hyken on improving the customer experience to generate repeat...

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Customer experience expert, New York Times best-selling author, and international keynote speaker Shep Hyken, has released new research into the state of customer service and experience called the A.C.A or Achieving Customer Amazement Study. On today’s show, Shep joins anchor Jim Fitzpatrick to discuss the study’s surprising findings. The A.C.A surveyed over 1,000 consumers across […]
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What is the most important measurement in business that leaders...

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Loyal and repeat customers are ideal for business owners to acquire, but not all businesses have a clear strategy to bring customers back. To discuss this further, we recently spoke with Shep Hyken, customer experience expert, and New York Times best-selling author of “The Loyal Customer,” and “The Amazement Revolution.” His latest book titled “I’ll […]
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10 retail predictions all business owners should prepare for –...

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On today’s show, we’re pleased to welcome back Shep Hyken, customer experience expert, acclaimed speaker, and New York Times best-selling author. Hyken’s work includes several popular business books including “The Convenience Revolution” and “The Amazement Revolution.” He is also a frequent contributor to Forbes, Fox Business, and USA Today. In this segment, Hyken breaks down […]
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How the customer experience is different in a COVID-19 world

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Let’s face it, the way we do business has changed dramatically. No longer are you meeting face-to-face with consumers and trying to convince them to purchase, or even test drive a vehicle. Contactless service has become the norm. But now the question has now become, what should great customer experience look like? How exactly do […]
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Shep Hyken

3 Full-Proof Customer Experience Strategies to Use During Tough Economic...

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We’re pleased to welcome back Shep Hyken, customer experience expert, acclaimed speaker, and New York Times best-selling author. In this segment, Jim and Shep discuss how the customer experience fits into business recovery efforts post-Coronavirus. Did you enjoy this interview? Please share your thoughts, comments, or questions regarding this topic with host Jim Fitzpatrick at […]
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Shep Hyken

What Dealers Can Do Right Now to Support and Retain...

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As part of our continuing coverage of the Coronavirus, we’re pleased to welcome back Shep Hyken, customer experience expert and New York Times best-selling author of The Cult of the Customer. In this segment, Shep and Jim discuss some strategies to ensure that your customers have the best experience as possible during these difficult circumstances. Did […]
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CBT News Week In Review: February 7, 2020

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CBT News Week In Review for Friday, February 7th, 2020: Integrating Your Online Reputation Strategy into Your Dealership's Marketing Plan In the automotive industry, positive consumer...
Shep Hyken

CBT Automotive Newscast for February 6, 2020

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Today on CBTNews.com - Thursday, February 6th, 2020: Shep Hyken Identifies the Customer Phases Needed to Strengthen Dealership Loyalty in His New Book, "The Cult...
newscast

Week In Review: How to Recruit Top Talent for Your Sales...

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CBT News Week In Review for Friday, November 1st, 2019: How to Recruit Top Talent for Your Sales Team - Mark Tewart Every dealer knows that...