How to Create an Amazing Customer Experience
Shep Hyken - Day 3 (Brand, Marketing and Customers) - Business Growth & Scale Summit 2024
Shihan Sheriff, Host of the Business Growth and Scale Summit, featuring special guest Shep Hyken. Shep shares his entrepreneurial journey and emphasizes the importance of customer retention. He discusses key business metrics like churn rate, repeat business rate, and average purchase per customer. Shep provides a five-step process for handling difficult customers and a six-step process for building customer loyalty. The talk also covers the balance of technology and human interaction in customer support.