In this episode of the Savvy Dentist Podcast, Jesse Green sits down with Shep Hyken, a world-renowned expert on customer experience and service. Shep is an award-winning keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author of eight books, including I’ll Be Back: How to Get Customers to Come Back Again and Again. Shep has worked with some of the world’s most iconic brands – from Disney to Lexus to the Four Seasons – helping them create exceptional experiences that build loyalty.
In this conversation, Shep unpacks the difference between customer satisfaction and loyalty, the role of technology in modern experiences, and how dental practices can borrow strategies from other industries to keep patients coming back again and again.
In this episode:
- [01:13] Why great customer experiences are still so rare and what businesses get wrong
- [05:08] A dental example of how digitisation can improve patient experience
- [06:57] Why so many people avoid calling customer support – and what that means for your practice
- [10:45] Retention vs loyalty: what really makes patients come back
- [13:27] Why satisfaction isn’t enough and how to create an emotional connection with patients
- [15:37] The power of small human touches that create lasting loyalty
- [19:12] Why every team member is an ambassador for the customer experience
- [24:03] The role of technology, AI, and chatbots in creating seamless patient experiences
- [34:28] Shep’s favourite customer experiences and what every dental practice can learn from them.
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