Shep Hyken speaks with customer service expert, international speaker, best-selling author, and business owner, Marilyn Suttle about customer loyalty. They discuss mistakes leaders can make that hurt customer loyalty, and explain the different expectations customers have, and the level of importance each expectation plays in gaining customer loyalty. She also shares tips from her new book, “Taming Gladys: The Busy Leaders Guide to Fierce Customer Loyalty.” This episode will get you one step closer to gaining more loyal customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

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