How to build customer trust and loyalty to drive business growth

Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty.

He is also a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

In this episode, Shep shares how we can build customer trust and loyalty to drive business growth. Insights he shares include:

Do culture and branding need to be reflective of a companies customer loyalty ethosHow do we transition companies that have customer loyalty programs that are more of a sales gimmick to something that is meaningfulLesson learned from the biggest customer service/loyalty turn around example you know aboutMetrics to use as we build customer trust and loyaltyIs the best measure of customer loyalty word of mouth referralsCustomer service only exists because we have broken processes that need fixing - true or falseAre we better off with just having customer success insteadHow do we get customers involved in building loyalty beyond discounts and points so that they feel a sense of ownershipPeople tend to seek out 5-star reviews should we really do the sameAre review sites the best place to raise our social proof or are we letting other forums and organizations determine our social proofand much much more ...