Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.

Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.

Join us as we discuss:

Why customer service is a philosophy of mind
How to differentiate between repeat business and loyalty
What the common loyalty killers are
How to hire to avoid apathy
Ways to leverage presentation skills to define success


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