How To Get & Keep Customers, Shep Hyken, TBJApodcast 254
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Learn top tips from Shep Hyken on How To Get And Keep Customers. Plus, online strategies for dealing with customer problems.

Shep Hyken is a  customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of  Amaze Every Customer Every Time, Moments of Magic®, The Loyal Customer, The Cult of the Customer and The Amazement Revolution.  He is also the creator of  The Customer Focus™, a  customer service training program which helps clients develop a customer service culture and loyalty mindset.


Shep plays the guitar from time-to-time with Eric Clapton…well, kind of.

Think Like A Journalist Quote

“Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, “What’s in it for me?” –Brian Tracy, Author and Motivational Speaker

Success Quote

If you are chasing the sale, once in a while you might make the sale…work with the sale, you’ll probably make the sale.  real

Career Highlight

Shep started in entertainment with magic shows for birthdays. Find out what he learned at a very young age that has served his career well.

When It Didn’t Work!

A when it didn’t work moment that Shep, at the time, would have liked to have forgotten but today has served as a valuable lesson for him.

How To Get And Keep Customers

  1. Demand a level of service that our competitors won’t do.
  2. Why a demanding customer is good for business. 
  3. Customer service is a philosophy; it’s not a department.
  4. What’s happening inside is felt outside.
  5. Why you should react to every online comment.

Multimedia Resource



The Experience Economy, Joseph Pine and James Gilmore


Shep Hyken website

Twitter @Hyken

Mentioned In This Episode

TBJA 230 Hug Your Haters: Online Customer Service, Jay Baer

TBJA 216 Social Customer Care: Serving Customers Online, Tyler Anderson


Phoebe Chongchua
Phoebe Chongchua

Phoebe Chongchua is a multimedia Brand Journalist, Brand Consultant & Marketing Strategist who is revolutionizing brand communication with consumers. She makes companies remarkable using brand journalism storytelling to grow their online presence, build a community, and gain greater market share. Phoebe is a former TV News journalist who helps brands gain a competitive advantage by learning to "Be the Media". Phoebe is the host of "The Brand Journalism Advantage" podcast and a "Top 50 Podcaster To Follow". Listen in iTunes or at

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