Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer

employee experience, organizational and workforce transformation, and how business can adapt and

continually improve at an Agile age. The Agile World podcast is brought to you by tech systems,

an industry leader in full stack technology services, talent services, and real world application.

For more information, go to techsystems.com. To read more about the topics discussed in the show,

you can go to my website at theagile.world and read my latest articles or get a copy of my latest

book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom,

and I'm the host of the Agile World podcast. Today we're going to talk about a critical component

of the customer experience, creating customer loyalty so you have satisfied customers, advocates

for your brand, and ultimately customers who come back for more. To help me discuss this topic,

I'd like to welcome Shut Piken, Chief Amazement Officer, Customer Service Speaker,

Customer Service, and Customer Experience Expert, Keynote Speaker, and Best Selling Author.

His new book, I'll be back, where he deals with these topics, will be available soon. Shut,

but welcome to the show. I am very excited to be here. Thank you so much for having me.

Yeah, looking forward to the conversation here. So let's dive in here, and you know,

lots of companies say they put customers first, they love their customers, things like that,

but things like high customer satisfaction and customer loyalty are not nearly as common as they

should be. Why should customer loyalty be emphasized more in organizations, and do you think it

gets the same emphasis as sales and marketing to new customers? Wow, that's a great question,

and it really upsets me when I see a company that I personally have been doing business with,

and there's various industries that do this, the cellular phone industry, the cable industry,

and they are offering brand new customers who've never shown any loyalty to them whatsoever,

...