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Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
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How Employees Impact the Customer Experience

Shep Hyken’s Achieving Customer Amazement 2021 report is out now, and one of the breakdowns he gives are the elements that add up to a great overall experience. His research uncovered that the following customer-service elements are either important or very important: employee knowledge, employee kindness and helpfulness, ability to…
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Using Mystery Shops to Coach

You’ve made the decision to start mystery shopping your company, and now your first reports have arrived. Perhaps they’re a mixed bag: some did great, others so-so, and a few poorly. How should you, or those employees’ manager, use this data to instruct them? Reinforce When discussing what went well…
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Workplace Harassment

Harassment is an uncomfortable subject for business owners. No one wants his or her employees—or customers, for that matter—to feel violated or objectified. Because most of us live by the golden rule, that we ought to treat others as we want to be treated, we feel a deep empathy towards…
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