Today’s Connected Customer: How to Engage and Ensure a Long-Lasting Relationship – Shep Hyken, NYT Best-Selling Author

On today’s show, we’re pleased to welcome back Shep Hyken, customer experience expert and New York Times Best-Selling author of “The Amazement Revolution.” Shep is no stranger to the Atlanta Small Business Network and frequently contributes his expert knowledge on all things customer experience. In this segment, Shep and Jim tackle what you need to know about today’s connected customer. connected customer

We first start out by establishing who the connected customer is. Shep says we can think about this in two ways. One, being the multiple channels that a customer engages with a business, or two, the emotional connection they feel with a brand that inspires loyalty and repeat purchases. He then goes on to discuss changing customer expectations, what the connected customer truly wants from a company, and what they value or find important. Technologies also heavily influence the connected customer experience. They provide ease, convenience, and implement automations to better serve customers in a variety of different ways.

To find out more about Shep and how your businesses can create a more connected customer experience, be sure to watch our entire interview above.


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