I'll Be Back: Building an Experience Worth Returning To with Shep Hyken

What does it take to create a customer experience that keeps people coming back? 

In this episode of Beyond Bricks, Dr. Nathan Unruh sits down with customer experience expert and bestselling author Shep Hyken to discuss his book, I'll Be Back, and why great customer service is more than a way of doing business—it’s a philosophy. Together, they explore the many moving parts behind a great customer experience, from listening to customers and acting on what you hear to continually improving the experience you provide. 

Shep also shares why the internal experience matters just as much as the external one. When employees feel valued, supported, and appreciated, they are better equipped to create meaningful experiences for customers. At the heart of it all is a simple idea: a great experience isn't an occasional experience. It's an always experience. 

Shep will also bring these ideas to life at the Love the Work event on October 7 in Sioux Falls, where attendees will gain practical insights and strategies for creating experiences that make both employees and customers want to come back. Learn more at https://lovethework.localsloveus.com/resources/lovetheworkevent-2026/