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15. Shep Hyken on the anatomy of customer loyalty


Someone whose title is Chief Amazement Offices is definitely someone who knows a thing or two about creating that ‘WOW factor’ for customers. Let’s introduce you to Shep Hyken, the CAO of Shepard Presentations, as well as a hall of fame speaker and a New York Times and Wall Street Journal best-selling author. Having worked for companies like In-N-Out Burger, American Airlines and American Express, Shep has a wealth of knowledge when it comes to all things customer service and is a revered authority on building loyal relationships with both customers and employees. We caught up with him to dive into creating the kind of loyalty that has people returning not once, not twice, but for a lifetime.

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