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Creative Shop Talk with Wendy Batten

Aug 1, 2022


The worst thing that can happen when you ask is they say no. Well, my guest today said YES! I am thrilled to introduce our featured guest expert, author, and speaker: Shep Hyken. Shep knows retail and is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. 


We talk a lot about the customer experience and customer loyalty in my Retailer’s Inner Circle program, and Shep’s books are always suggested reading. His teachings focus on building loyal customers, how to be just a little better than average, and how that can help shop owners have an advantage over the big box competitors and even thrive, not just survive.


We talk everything from:


  • His many books and the lessons inside
  • The importance of community involvement
  • Local advertising & marketing
  • Hiring staff and including them in the customer experience
  • Customer Behavior (CSAT)
  • The top reasons customers come back
  • The customer journey map (and a great exercise for you to do)


This is an episode you do NOT want to miss - so get your pen and paper ready, share this episode with a biz buddy, and listen closely. Learn the what and how of your awesome responsibilities of providing an amazing experience for your customers.


Customer service, it’s not a department. It’s a philosophy.” - Shep Hyken


Full show notes here