Shows
The Customer Success PlaybookCustomer Success Playbook Podcast S3 E42 - Shep Hyken - AI, Fear, and FrictionSend us a textIn the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support...2025-04-1109 minThe Customer Success PlaybookCustomer Success Playbook Podcast S3 E41 - Shep Hyken - The Hidden ROI of ConvenienceSend us a textIn this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels between sleight-of-hand and customer loyalty while unpacking game-changing insights from his CX research.Detailed Analysis: Kevin Metzger and Roman Trebon dive deep with customer service guru Shep Hyken, and this time it's all about one powerful word: convenience. Drawing from...2025-04-0912 minThe Customer Success PlaybookCustomer Success Playbook S3 E40 - Shep Hyken - Why "Fine" is a Four-Letter Word in Customer ExperienceSend us a textGet ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trumps heroics, and the one word that defines customer loyalty.Detailed Analysis: In this lively and enlightening conversation, Kevin Metzger and Roman Trebon sit down with renowned speaker and author Shep Hyken to unpack the shifting expectations shaping...2025-04-0708 min
Amazing Business RadioBuilding Unbreakable Customer Relationships Featuring Jason Ten-PowDesigning Effortless Customer Experiences Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What makes an "unbreakable" customer relationship, and how can companies achieve it?
What are the key components of a tailored customer experience strategy?
How does digital transformation impact customer experience?
What common mistakes do...2025-04-0127 min
Amazing Business RadioHumility Leads to Customer Experience Innovation Featuring John RossmanHow to Overcome Mediocrity in Business and Customer Service Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses avoid settling into mediocrity in customer service?
What role does humility play in improving a business's customer experience?
Wh...2025-03-2533 min
Amazing Business RadioAI and Customer Service Should be Boring Featuring Damon CoveyHow AI Can Make Customer Service Seamless and Effortless Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses enhance their customer service experience using AI technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company's existing customer service t...2025-03-1827 min
Amazing Business RadioUnderstanding and Meeting Customer Expectations with the Help of AI Featuring Alexandre (Alex) HadadeHow Investing in the Right Technology Can Transform Customer Experience Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies leverage artificial intelligence to improve customer experience?
What challenges do businesses face in becoming truly customer-centric?
How does AI compare to traditional surveys in measuring customer satisfaction?
How can customer feedback...2025-03-1129 min
Amazing Business RadioAchieving Zero Customer Complaints Featuring Bill PriceHow Customer Complaints Impact Loyalty and Retention Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatis...2025-03-1029 min
Amazing Business RadioHow AI can Transform Customer Experience Featuring Sid BanerjeeUsing Artificial Intelligence to Analyze and Activate a Better CX Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand custo...2025-02-2526 min
Amazing Business RadioUncovering the True Enemy of Great Customer Service Featuring Brian HamiltonBuilding Heart-Centered Customer Relationships Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the biggest enemy of good customer service?
How can companies get better customer feedback?
What should companies look for when hiring customer service employees?
How can businesses move beyond customer satisfaction metrics?
What role does empathy play in customer service?
Top Takeaways: To provide excellent customer service...2025-02-1827 min
Amazing Business RadioTransforming Ordinary Businesses Through Extraordinary Experiences Featuring Vance MorrisPrioritizing Customer Retention over Acquisition Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What Disney customer experience principles can be applied to enhance customer service in other industries?
How can businesses create an emotional connection with customers?
How can businesses use unique customer experiences to stand out in a competitive market?
What role does employee...2025-02-0427 min
Amazing Business RadioHow to Create Unforgettable Customer Experiences Featuring Ronn NicolliHow Storytelling Transforms Guest Experience Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personal...2025-01-1428 min
Amazing Business RadioHow Government (and Any Business) Can Transform Customer Experience Featuring Gabriele MasiliEnhancing Citizen and Customer Experience through Real-Time Feedback and Personalization Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization cont...2025-01-0731 min
Amazing Business RadioProactive Customer Service Using Customer Feedback Featuring Michael PodolskyHow to Use Customer Feedback to Transform Your Business Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can business use customer feedback to improve the customer experience?
How do you leverage customer reviews?
What is the best approach to respond to a negative customer review?
How can consumer feedback im...2024-12-3125 min
Amazing Business RadioCustomer Experience Sells Featuring Arun ShastriHow an Amazing Customer Experience Can Be a Differentiator for Your Brand Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is including sales important in the overall plan for customer experience?
How can sales and customer service teams wo...2024-12-2426 min
Amazing Business RadioHow to Execute the Optimal Customer Experience Featuring John DurocherDesigning Impactful Customer and Community Engagement Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies integrate their sales and support teams to enhance customer interactions?
How can small businesses enhance customer support after a sale?
What are the benefits of a customer advisory board?
Why is it important for companies to proactively communicate when there are problems...2024-12-1729 min
Amazing Business RadioThe Gift of Customer Feedback Featuring Isabelle ZdatnyGathering, Acknowledging, and Responding to Customer Feedback Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effec...2024-12-1035 min
Amazing Business RadioDelivering the Brand Promise Featuring Laura RichardCreating a Company Identity That Transforms Customer Experience Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a brand promise?
What is the role of branding in enhancing the customer experience?
How can businesses define their brand to impact customer relationships meaningfully?
How does empowering employees align with a company's brand promise?
Why is...2024-11-1926 min
Amazing Business RadioExploring the Intersection of Branding and Customer Experience Featuring Joanne ChanBuilding a Brand Customers Love Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can a company integrate customer service into its branding strategy?
What role does customer experience play in brand loyalty?
What are the key elements of a logo or bran...2024-11-1227 min
Amazing Business RadioRedefining the Contact Center Featuring Jonathan RosenbergExploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement thi...2024-10-2930 min
Amazing Business RadioThe Secret to eBay's Phenomenal Customer Experience Featuring Derek AllgoodTransforming Customer Support with Technology and Empathy Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does enhancing the employee experience contribute to a better customer service experience?
How can businesses balance automated customer service solutions with human interactions?
What strategies can support remote customer service employees in delivering consistent experiences?
How do self-service solutio...2024-10-2224 min
Amazing Business RadioHow OKRs (Objectives and Key Results) Transform Customer-Centric Strategies Featuring Jeff GothelfAligning Business Goals with Customer Needs Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is an OKR?
How do customer-centric OKRs help teams focus on the right tasks?
Why is it important for businesses to align their objectives with customer-centric goals?
How does measuring customer behavior contribute to better customer satisfaction?
How can understanding...2024-10-1526 min
Amazing Business RadioHow to Build a Culture That Employees and Clients Love Featuring Terry TurnerThe Impact of the Employee Experience on the Client Experience Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does a positive employee experience translate to a better customer experience?
What are effective strategies for reducing employee turnover?
How can businesses balance high-tech solutions with high-touch customer service?
How does stability in the workforce enhance overall customer satisfaction?
Ho...2024-09-2426 min
Amazing Business RadioHow Aligned Teams Can Supercharge Your Customer Experience Featuring Alan WilliamsUsing the Hospitality Mentality to Shape Your Company Culture Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is alignment within an organization important for the customer experience?
How has the customer landscape changed in the last 20 years?
Why does customer experien...2024-09-0326 min
Amazing Business RadioRevolutionizing Customer Connections: Digital Strategies Featuring Elisabeth ZornesPartnering with Customers to Co-create an Amazing Customer Experience Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does digital transformation impact customer expectations and experiences?
What are the challenges and opportunities in personalizing the customer experience in a B2B environment?
How does the concept of digital-first change the way businesses engage and provide value to their customers?
What role does AI play in enhancing t...2024-08-2724 min
Amazing Business RadioHow to Avoid Customer Experience Breakdowns Featuring Rony VexelmanEmpowering Teams through Embracing AI-Driven Solutions and Customer-Centricity Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is it essential for brands to understand and orchestrate the customer journey?
What are some common pitfalls that lead to broken customer journeys?
How has technology changed the approach to customer journey mapping?
...2024-08-2026 min
Amazing Business RadioHow AI and Humans Are Changing the Customer Service Game Featuring Gaurav PassiSeamlessly Combining AI, Human Touch, and Data in Customer Experience Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses effectively balance AI and human interaction in customer service?
What are the most effective strategies for leveraging AI to enhance customer experiences?
Why is it important to prioritize long-term customer relationships over individual transactions?
How can AI tools provide hyper-personalized...2024-08-1330 min
Amazing Business RadioAn Inclusive Employee Experience Featuring Jonathan StutzBuilding High-Performance Teams through Inclusion, Diversity, and Equity Shep Hyken interviews Jonathan Stutz, President of Global Diversity Partners, Inc. and author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging. He shares daily practices and strategies for inclusive leadership that create a workplace where employees feel seen, heard, and valued. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can internal culture impact the external customer experience?
How can inclusivity and diversity contribute to creating high-performance teams?
What are SMARTIE goals?
In what ways can leader...2024-08-0627 min
Amazing Business RadioHow to Boost Customer Experience Featuring Stephen KowalHow Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does connectivity boost customer experience?
How does poor cellular connectivity affect the customer experience in commercial and retail buildings?
What role does boosting cellular signals play in ensuring public safety and first responder communication?
How does cellular connectivity impact...2024-07-2322 min
Amazing Business RadioA Human-Centric Approach to Artificial Intelligence Featuring Jeffrey RussellCreating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can technology be authentic and empathetic in improving the customer experience?
How can companies maintain a balance between human-to-human interactions and technology?
Why should companies prioritize culture and organizational health before focusing on financial aspects?
How has the concept of AI evolved to prio...2024-07-1629 min
Amazing Business RadioHow to Be Ridiculously Easy to Do Business Featuring David AvrinTips on How to Eliminate Friction for Your Customers Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses identify and eliminate points of friction in the customer process?
How has the shift in customer behavior influenced the focus on understanding cu...2024-07-0927 min
Amazing Business RadioCustomer Focused Leadership Featuring Blake MorganHow to Get into the Customer Experience Mindset Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer, and how to create a culture that prioritizes both employee and customer satisfaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can leaders in a company build a customer-centric culture from the top down?
How does employee satisfaction translate into a positive...2024-07-0225 min
Amazing Business RadioNordstrom's Customer Service Evolution Featuring Robert SpectorEmbracing Changing Customer Needs Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does Nordstrom balance tradition and innovation to stay relevant?
How does a successful company prioritize social responsibility in its operations and community engagement?
In what ways can businesses maintain strong co...2024-06-2526 min
Amazing Business RadioAdding Value Beyond the Purchase Featuring Mikhail NaumovHow to Proactively Anticipate Customer Needs Shep Hyken interviews Mikhail Naumov,founder and CEO of Paylode Inc. He discusses how businesses can enhance their customers' experiences by proactively addressing their secondary and tertiary needs, going beyond just selling their core products or services. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What role do perks and incentives play in driving customer behavior?
How can businesses elevate customer experience and create additional value for their customers beyond their core products and services?
What challenges do businesses encounter when trying to provide...2024-06-1123 min
Amazing Business RadioThe Power of Human-Applied AI Featuring Verizon CXO Brian HigginsTransforming Customer Experiences One Interaction at a TimeShep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Will AI replace human employees?
How can AI and human employees work together to enhance customer service?
Why should companies prioritize customer experience?
What is the role of AI in improving the interaction between employees and customers?
In what ways can A...2024-06-0423 min
Amazing Business RadioChallenging the Status Quo of Customer Experience Featuring Joseph MichelliHow Curiosity and Innovation Can Transform Your Business Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively challenge the status quo to drive innovation in customer service?
What is the "challenger mindset"?
How can storytelling culture contribute to a company's success in customer service and experience?
What drives improvement and inno...2024-05-2825 min
Amazing Business RadioEmpowered Leadership in Times of Crisis Featuring Brian P. KruzelnickWhy Trust, Readiness, and Humanity are Important in Crisis Management Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture. NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and humanitarian aid in countries that need it. While his “customers” are different than most of the...2024-05-1438 min
Amazing Business RadioHow AI Innovation Drives a Better Customer Experience Featuring Alan MasarekEmpowering Customer Interactions and Employee Engagement Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is customer experience being transformed using AI?
What are the evolving communication channels and customer support preferences in today's digital landscape?
What impact does AI have on job roles in the customer service industry?
How can businesses use AI to allow human agents to focus on more c...2024-05-0734 min
Amazing Business RadioElevated Experience Equals Emotional Engagement Featuring Richard WeylmanAcquire and Keep Clients for Life Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies create elevated experiences at every touch point for their customers?
How does the concept of "lifetime value" impact customer-focused decision-making?
What's the significance of emotional engagement in driving customer loyalty...2024-04-3025 min