In this episode we're joined by speaker, author and CAO of Shepard Presentations, Shep Hyken.Shep has spent 40 years in the field of customer service and in this episode we explore some of the key themes from his most recent book release 'I'll Be Back: How to Get Customers to Come Back Again & Again'.  In this episode we discuss:The importance of dedicating resource to analysing customer behaviourThe loyalty question that all businesses should ask themselvesThe important distinction between repeat custom and loyaltyIs 'loyalty' a small business advantage?How businesses' approach to loyalty can change as they growShep's process for content production and staying relevant (he has over 600 videos on YouTube!)Referenced in this episode:[Shep's Book] I'll Be Back: How to Get Customers to Come Back Again & Again: http://illbebackbook.com/ or https://amzn.to/3ggUrv4 [Podcast] Experience This! https://www.experiencethisshow.com/  CONNECT WITH SHEP:https://hyken.com/ http://sheptv.com/ CONNECT WITH SCOTT:scott.colenutt@sitevisibility.comhttps://www.linkedin.com/in/scottcolenutt CONNECT WITH SITEVISIBILITY:https://www.sitevisibility.co.uk/ https://www.youtube.com/user/SiteVisibilityhttps://twitter.com/sitevisibilityhttps://www.facebook.com/SiteVisibilityhttp://instagram.com/sitevisibility See acast.com/privacy for privacy and opt-out information.