EP 311: Creating an “I’ll be back” client experience with Shep Hyken

Build a Better Agency Podcast

No one needs to tell you that it’s easier and more cost-effective to keep existing clients rather than continuing to hunt and pitch for new ones. There’s an obvious need to genuinely nurture these relationships, but oftentimes this advice is more theory than tangible. It’s rare to find a clear game plan for creating lasting change that is simple, even if it’s not always easy. This conversation sheds light on that challenge and how to solve it. Author and keynote speaker Shep Hyken is one of the world’s most well-known and well-respected experts on client service. He is dedicated to helping companies create customer experiences that bring them back over and over again. He does so with insights and gusto intended to challenge how you approach your crew, clients, and customers.

In this episode of Build a Better Agency, Shep and I discuss more than just the theories of creating good client relationships. In addition to talking about the need to create a sense of amazement and the downfall of settling for “fine,” Shep outlines the specific, tangible steps that can be taken to create a culture that is focused on the customer experience and how to make sure your clients won’t even consider looking anywhere else for what they need.

A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

What You Will Learn in This Episode:

• Why it’s important to measure a client’s likelihood to return
• How to create a sense of amazement with your customers and clients
• The problem with “fine” in client service
• The #1 culture-changing tool
• A 6-step process for creating a culture that is focused on the customer
• Precisely how to create an “I’ll be back” experience