Shows
Amazing Business RadioHow to Operationalize Customer Centricity Featuring Dr. Jeff DahmsTurning Customer Data into Customer-Centric Decisions
Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does data-driven decision-making improve customer service?
Why is it important to understand the reasons behind customer decisions and behavior?
How can organizations effectively gather and utilize customer feedback to improve service?
How can businesses identify gaps in the customer journey using research and analytics?
W...2025-08-0530 min
Amazing Business RadioThe Risks and Rewards of AI in Customer Service with Matt PriceBalancing AI and Human Collaboration
Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively balance AI automation with the human element in customer service?
What are hidden sources of waste in customer service operations, and how can they be eliminated?
Why is it important for organizations to move away from vi...2025-07-2929 min
Amazing Business RadioHow Text Messaging Transforms Customer Engagement Featuring Dave BaxterMeeting Customers Where They Want
Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How has text messaging evolved as a preferred channel for customer communication for customers?
Why do customers prefer receiving communications from businesses via mobile devices?
What role does trust play when a customer provides their mobile number to a business?
How can businesses avoid abusing the privilege of textin...2025-07-0827 min
Amazing Business RadioBuilding Brand Reputation Through Customer Experience Featuring Ray TitusMaintaining Consistent Customer Service Standards Across Every Location
Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses maintain consistent customer service across different industries?
How does staff training influence customer satisfaction?
How does community involvement enhance customer loyalty?
Can one employee's actions shape the reputation of an entire franchise network?
How does embracing technological change improve customer experience?
Top Takeaways: 2025-05-2730 min
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...2025-04-0911 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...2025-04-0707 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
Amazing Business RadioEmbracing Resilience to Achieve Brilliance Featuring Simon T. BaileyHow Building Resilience Can Positively Impact Customer Service Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can practicing resilience impact customer service and experience in the workplace?
Wh...2024-04-2323 min
Amazing Business RadioEmbracing AI to Enhance Customer and Employee Experience Featuring Elizabeth TobeyHow to Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does AI impact customer experience and satisfaction?
What are the key considerations for businesses when testing and implementing AI in customer service?
What role does knowledge management play in shaping the quality of AI responses in customer service?
How can AI help in providin...2024-04-1630 min
Amazing Business RadioThe 5 Steps to a 5-Star Customer Experience Featuring Katie MaresHow to Elevate Customer Experience and Strengthen Loyalty Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What five steps are crucial for creating a five-star customer service experience?
How can language and tone significantly impact customer service interactions?
What are the potential drawbacks of companies relying solely on AI and technology for customer inte...2024-04-0926 min
Amazing Business RadioTransforming Customer Feedback into Action Featuring Sara CaldwellThe Impact of “Customer Research” on Achieving Customer Success Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is it essential for companies to understand the specific needs of their customers?
How can unstructured data from customer conversations be transformed into actionable insights?
How can companies use conversational research to gain insights and improve the customer experience?
...2024-04-0226 min
Amazing Business RadioThe Fundamentals of Customer Engagement Featuring Spencer BurkeEmbracing AI for Marketing and Customer Experience Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies use AI effectively to enhance customer experience?
How can businesses leverage multichannel marketing to increase customer engagement and retention?
Why is it important for marketers to balance personalization with customer privacy concerns?
What are the fundamenta...2024-03-2629 min
Amazing Business RadioUsing AI Responsibly to Enhance the Customer Experience Featuring Joe TyrrellHow to Leverage AI and Personalization to Anticipate and Exceed Customer Needs Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can technology aid in creating personalized customer experiences for businesses?
How does personalization impact purchasing decisions?
What role does data play in predicting and understanding customer preferences?
What are some ethical considerations when using AI and...2024-03-1927 min
Amazing Business RadioBig Bets and Bold Leadership Featuring John RossmanTransforming Your Business and Customer Experience Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a “big bet” in business?
How does the future press release technique communicate the vision of a transformation to employees and stakeholders?
What is the chief repeating officer, and how do they contribute to improving...2024-02-2726 min
Amazing Business RadioThe Human Touch in a Tech-Driven World with Venk KorlaBalancing Technology and Human Support in CXShep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is artificial intelligence used to improve customer interactions in contact centers?
What are the challenges in finding the right balance between technology and human support in customer experiences?
What frustrations do customers face when dealing with customer service, and how can AI address them?
How can AI b...2024-02-1533 min
Amazing Business RadioReimagining Customer Loyalty Programs Featuring Zsuzsa KecsmarThe Latest Trends in Customer Loyalty Programs Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are the latest trends in loyalty programs?
How has the traditional concept of loyalty program evolved?
How do loyalty programs impact a customer's purchasing decision?
How can companies effectively track and utilize custom...2024-02-0628 min
Amazing Business RadioImproving Customer Experience from the Backroom to the Frontlines Featuring Michael HinshawCommitting to Customer Centricity Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are the challenges in creating a more customer-centric culture?
How can leaders support employees in executing customer-centric initiatives?
What is the key to successfully transforming work culture to better serve customers?
Why must employees in...2024-01-3026 min
Amazing Business RadioHow to Create Amazing Customer Experiences in 2024 Featuring Shep HykenThe Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024 In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights. Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they've had from any industry, and it doesn't matter if it's B2B or B2C. This means they no longer co...2024-01-0222 min
Amazing Business RadioThe Transformational Economy Featuring Aransas SavasCreating Meaningful Motivation through Understanding Customer Needs Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel, and the co-host of the Experience Strategy Podcast. She talks about the transformational experience and creating a more meaningful and valuable relationship between customers and companies. Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers' needs and building experiences that cater...2023-10-2427 min
Amazing Business RadioCreating the I'll Be Back Experience Featuring Shep HykenHow to Get Your Customers to Come Back Again and Again Shep Hyken talks about his new book I'll Be Back: How to Get Customers to Come Back Again and Again. The book comes out on September 21, 2021.Top Takeaways: · Questions like, "Are you happy with our service?" and "Would you be willing to recommend us?" are great history lessons. Another important measure of customer service success is behavior – whether or not customers come back.· In the '80s, Jan Carlson came up with the idea of the Moment of Truth. This is when a customer...2021-09-2127 min
Amazing Business RadioPunk CX with Adrian SwinscoeShep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world.The Interview with Adrian Swinscoe:The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherently, was born out of a desire to disrupt and simplify. That’s what needs to happen with customer service and experience.Customers notice small details and these have a huge impact on...2019-07-0231 min
Amazing Business RadioThe Culture of Caring Featuring Guest Claire Boscq-ScottShep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience.Shep’s Opening MonologueIn Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers.The Interview with Claire Boscq-Scott:Every employee needs to understand their role as it applies to the customer experience, even if they have no direct contact with the customer.What is felt on the inside of a company by its empl...2019-01-0829 min
Amazing Business RadioThe Nine Mistakes Featuring Guest Skip PrichardShep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details the most common mistakes people make in their professional and personal lives.Shep’s Opening MonologueShep’s opening monologue addresses the question of how new technologies have changed--and haven’t changed--customer service.The Interview with Skip Prichard:Skip wrote The Book of Mistakes for people who are in transition and/or seeking success in their lives.Skip wrote the book as a novel rather than a nonfiction piece, because stories...2019-01-0134 min
Amazing Business RadioTransparency In Business Featuring Guest Ty CollinsShep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. TOP TAKEAWAYS: Shep’s Opening Monologue:In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program?The Interview with Ty Collins:In July 2018, a 25% import tariff forced Rad Power Bikes to increase their prices. Because they created a unique experience and were transparent with their customers about the price increase, this did not affec...2018-12-1134 min
Amazing Business RadioProactive Customer Service Featuring Guest Nick MehtaShep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough. Shep Hyken’s opening monologue is about consistency. Three important points:Your product has to meet the customer s needs every time.Your omni-channel presence must have a consistent experience.The attitude of the employees must be consistent.Top Takeaways:You have to proactively ensure that you’re delivering success to your customers. If you wait until they...2018-12-0435 min
Amazing Business RadioThe Convenience RevolutionShep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted! Top Takeaways:6 Convenience PrinciplesReduce Friction – Make doing business with you as easy as possible.Self-service – Let your customers control the transaction/interaction.Technology – Create new processes, tools and ways of interacting that make life easier for customers.Subscription – Establish automated, scheduled delivery of products and...2018-10-0233 min
Amazing Business RadioCreate Your Own "Secret Ingredient" To Stand Out From Competition - Featuring Guest Gigi ButlerHow can you separate yourself from the competition?
Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes, the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition.
TOP TAKEAWAYS:
• Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with. In Butler’s case, she wants people to see, smell, and taste the passion she has for her cupcakes, whose recipes were passed down from generation to generation.
• For Gigi’s Cupcakes...2018-05-2932 min
Amazing Business RadioThe Future is Here Artificial Intelligence and Bots in Customer Service Featuring Guest Joshua MarchHow will AI and bots transform customer service in the near future?
Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. (https://www.conversocial.com/)
Top Takeaways:
- March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use of bot technology; 4) deploy AI effectively; 5) adopt a messaging approach to all digital channels; and 6) use social agents as the model of future customer service teams
- March gives the history of clients using Twitter or Facebook...2018-05-1534 min
Amazing Business Radio7 Secrets for Successful Surveys Featuring Guest Martin PowtonHow would you like to provide a better survey experience for your customers?
Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers.
Top Takeaways:
Seven Secrets of Successful Surveys
1. Personalization – Personalize your surveys, including the customer’s name, for example. Make sure you make it relevant to their experience, following up with relevant questions and avoid asking the unnecessary ones. Creating a more personal experience will make your customers feel as if you valu...2018-04-2436 min
Amazing Business RadioUse Moments of Magic™ to Transform Customers Into SuperfansHow can you get happy customers to become your greatest marketing tool?
Shep Hyken sits down with Lars Kristensen, founder of NiceJob, to discuss the importance of customer reviews and making them effective marketing tools.
TALKING POINTS:
- Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered. With NiceJob, the marketing hub isn’t an overpriced agency, but the individual customer who becomes a vocal fan of the company. This approach increases trust and reach for a fraction of an agency’s cost.
- Customers who have a specia...2018-04-1030 min
Amazing Business RadioCustomer Service Begins with Accountability - Featuring Guest Sam SilversteinHow can accountability create Moments of Magic®?
Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service.
Top Takeaways:
• Sam says that to have great customer service, you need accountability from all employees – especially leadership.
• Accountability isn’t about doing things, it's a way of thinking – you’re responsible for things and accountable to people. Sam gives an example of a company with customer service in their mission statement, but has notoriously bad customer service. Fixing a problem isn’t accountability, that’s just being respon...2018-03-1934 min
Amazing Business RadioWhen Virtual Reality Becomes Your Customer's Reality Featuring Guest Jeff DayShep Hyken Interviews Jeff Day, CEO of Bluewater Technologies
What if you could be face-to-face with your customers, anytime, anywhere?
Shep Hyken sits down with Jeff Day, discussing virtual reality and how companies are using this technology to better serve their customers.
Top Takeaways:
• Virtual reality uses a headset to have multi-projected environments of a space create the realistic sensation of physically being somewhere. It’s being somewhere without actually being there.
• Augmented reality projects in a physical space items that are not physically there. This uses more camera and sensory technology.
• Google created Google Cardboard, a small headset device m...2018-01-2238 min
Amazing Business RadioThe Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris SmojeThe Smallest Things Can Make the Biggest Difference to Your Customer
Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service
What can you be doing to make a big difference for your customers?
Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers.
Top Takeaways:
• The DIME Customer Service approach: Deliberate Interactions Memorable Experiences
• Four stages of service: You can’t have one without the other. They must all go together, like steps or levels.
1. Habitual – This goes hand-in-hand with being deliberate. Great service must be practiced all the time, and it w...2018-01-1536 min
Amazing Business RadioDoing the Opposite of Normal Can Lead to Better Customer Service Featuring Guest Jesse ColeDoing the Opposite of Normal Can Lead to Better Customer Service Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux
Featured Interview:
Do your “fans” come first? When customers come first, success follows.
Shep Hyken speaks with Jesse Cole about how to stand out from the competition and create perfect customer service experiences for your customers.
Top Takeaways:
• To stand out in business, do the opposite of what is normal. Do what the competition is not doing.
• Three areas where you need to find your “Yellow Tux”
1. Yellow Tux yourself – Have a mirror moment. Figure out what frustrates you...2018-01-0832 min
Amazing Business RadioCompanies Grow When Customers are Treated as Unique Individuals Featuring Guest Eddie YoonShep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth
Do your customers feel like friends, or just transactions?
Shep Hyken speaks with Eddie Yoon, an expert in growth strategy and marketing.
Top Takeaways:
• Leaders of organizations need to have strong personal brands for the employees to rally around and get behind. Not only is this important for entrepreneurs, it is better for large organizations to have leaders with strong personal brands as well.
• You don’t have to create an entirely new product or service. You just need to reinvent the way th...2017-12-2635 min
Amazing Business RadioKnow Your Customers. Understand Your Customers. Keep Your Customers. Featuring Guest Shannon BellKnow Your Customers. Understand Your Customers. Keep Your Customers.
Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs
Featured Interview:
How are you using Artificial Intelligence to better understand your customers?
Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the customers and the company long-term.
Top Takeaways:
• Customers crave personalization. Meet them where they are. Who are they? What do they like? Can you suggest something to them? Stats show that customers buy more when the sale is personalized. It’s the ethical upsa...2017-12-1133 min
Amazing Business RadioCreate a Culture Where Employees Come First Featuring Guests Terry Cain & Steve ChurchCreate a Culture Where Employees Come First
Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”
Featured Interview:
How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers?
Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church. The co-writers of “The Pinwheel” and partners in business, Terry and Steve discuss the importance of involving employees in creating a culture that is better for everyone: leadership, staff, and customers.
Top Takeaways:
• Involve employees in the creation o...2017-12-0436 min
Amazing Business RadioAI Fuels Virtual Assistants in the Customer Service World Featuring Guest Robert WeidemanAI Fuels Virtual Assistants in the Customer Service World
Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service
Featured Interview:
How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions?
Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence. Robert gives insight into what customers want and need, and how businesses can deliver it most effectively with the help of AI.
Top Takeaways:
• Chatbots differ from virtual assistants in that virtual assistants can do more and provide mo...2017-11-2039 min
Amazing Business RadioNick Francis Shares How to Create a Customer-Centric CompanyHow would you like to increase customer loyalty?
Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world.
First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference.
Featured Interview:
Shep begins the interview by asking Nick Francis about Help Scout, which provides customer support assistance to small businesses. They discuss how important customer service is to your business and why it’s vital to set yourself apart from your...2017-08-2831 min
Amazing Business RadioNicky Billou on How to Think and Win Like a ChampionHow would you like to know how to build your own personal brand to become a thought leader in your industry?
Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion.
First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone. He explains how managers and individuals can be thought of as an expert in their company and industry. This ties into Shep’s concept that when it comes to customer service, everyone can be a leader.
Featured Interview: Shep begins the interview by aski...2017-08-2129 min
Amazing Business RadioJason Bradshaw Explains Wow is Not About Champagne, Caviar, or FireworksHow can you create the best experiences for your customers?
Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small.
First Up:
Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the top tier within your industry. Even the best sports teams don’t win championships every year, but they are still considered to be elite. Do you always pursue what’s best for your custom...2017-08-1432 min
Amazing Business RadioGadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better ExperienceFirst Up:
Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow, and how to improve your customers’ experiences.
Featured Interview:
Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. The interview begins with Gadi sharing some background on himself and Talkdesk, a cloud based contact center platform that connects their support team to their customers. Gadi gives us the backstory on Talkdesk and shares some examples on how Talkdesk has improved upon existing technology to create a simpler cloud solution for support agents. That leads to a fascinating conversation about...2017-08-0832 min
Amazing Business RadioJeff Nicholson on What Consumers Know (and Don’t Know) About Artificial IntelligenceHow will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems, about how AI technology will help companies serve their customers even better.
First Up: Shep Hyken’s opening comments focus on artificial intelligence and how it can use data to create meaningful interactions with customers. Once people become more comfortable with AI, they’ll begin to understand how useful it can really be. Currently, there are some common misconceptions that people have about AI, especially the kinds of AI that they are alre...2017-07-3133 min
Amazing Business RadioChase Clemons Discusses How to Create Customer HappinessHow can we move from just satisfying our customers, to making them truly happy, which results in loyalty?
Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers.
First Up:
Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things:
1. That you know them.
2. That they like the information that you give them and trust that it is accurate.
3. That when they get off the phone they’ll be able to do what you tell them to d...2017-07-2433 min
Amazing Business RadioMason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter HimWhat should you do when someone posts a negative review about your company or your products or services?
Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation.
First Up:
Shep Hyken’s opening comments focus on why it is important for any business, not just a retail or online business, to protect their online reputation. There are now online review sites for virtually every industry (even B2B businesses), which although they may not be as visible as Yelp, TripAdvisor or Amazon, they are every bit as influential within th...2017-07-1730 min
Amazing Business RadioBlake Morgan Shares How to Create Knock-Your-Socks-Off Customer ExperiencesHow do you create a customer experience that doesn’t just get business, but keeps customers coming back for more? Shep Hyken interviews customer experience futurist, Blake Morgan, about her life, her book, and how to do more for your customers.
First Up: Shep discusses his history with Blake, compares her book “More is More” with his amazement concepts, and mentions the importance of exceeding customer expectations — including the expectations that they don’t yet know that they have.
Featured Interview:
Shep begins the episode by sharing some information about Blake and her new book More is More: How the Best C...2017-06-2632 min
Amazing Business RadioJohn Hall Shares Tips on Building Trust & Influence with Your CustomersHow do you increase your influence with your customers?
Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing.
First up:
Shep’s opening comments focus on creating trust and confidence with your customers. The old saying is people like to do business with people they know, like, and trust. The knowing and liking are easy, but the trust takes more. Trust requires yo...2017-06-2038 min
Amazing Business RadioJohn Rossman on How to Innovate Like AmazonWhat makes Amazon great?
Shep Hyken interviews John Rossman, author of The Amazon Way: 14 Leadership Principles of the World’s Most Disruptive Company and former executive at Amazon. John shares how Amazon creates a culture of operational excellence and innovation – and why you should, too.
First Up:
Shep Hyken’s opening comments focus on Amazon, and how when it started, it was only selling books. At first, nobody thought much about them. But soon that started to change. Major book retailers started to struggle; some even went out of business. The internet was starting to change how buying books worked...2017-06-1233 min
Amazing Business RadioBryan Eisenberg Tells Us The Secrets of Amazon’s SuccessHow can your business be more like Amazon?
Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It.
First Up:
Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers. The reason that Amazon has become so successful is that they have developed a way to create customer convenience. Shep gives an example of how, in areas where Amazon offers two-hour delivery, a product could arrive at your home faster than the time it...2017-06-0537 min
Amazing Business RadioNick Friedman Explains What It Takes to "Move the World"How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance?
Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers.
First Up:
Shep Hyken’s opening comments focus on how delivering great service is about being a little bit better consistently, with special opportunities to step up whenever there is a complaint, problem or a chance to create a Moment of Magic.
To illustrate his point, Shep related a story of Cesar Larios, a...2017-05-2933 min
Amazing Business RadioMegan Singh on How to Create the Best Place to Work and the Best Place for Customers to BuyWhat are some ways that you can show your customers, and your employees, that you are truly customer focused?
Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.
First Up:
Shep Hyken begins his opening comments by asking, how easy are you to do business with? Part of that easiness is how you guarantee what you sell. You want to create confidence and trust, because those feelings will convert to customer loyalty. The old saying...2017-05-2233 min
Amazing Business RadioKevin Berk on How to Get Customers to Want to Leave ReviewsHow can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.
Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues.
First Up:
Shep Hyken begins his opening comments by asking, “How much does bad service cost your business?” and “What is the value of a customer who leaves you?” If you multiply the value of a customer by the number of customers who leave you, you have a good estimate of what losing those customer...2017-05-1533 min
Amazing Business RadioMatt Dixon Discusses New Ways to Win the Battle for Customer LoyaltyA convenient, frictionless experience is something that consumers want and need, and are willing to pay for.
Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience.
First Up:
Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers. Delivering convenience is going to be the battleground for what future customer service is all about.
Shep talks about a list of the top retailers who create the best customer service list, provided by Bruce Temkin, co-founder of the Customer Experience Professionals Association. Ace Hardware, wh...2017-05-0835 min
Amazing Business RadioScott Moorehead on How Your Company Can Do Better with a Culture of GoodCan your business do better by doing good?
Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work, who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees.
First Up:
Shep Hyken’s opening comments focus on the benefits of being part of something bigger than yourself – when you give back to your community, if not the world. And, when you do this right, two things happen:
1. Your customers appreciate that you are willing to give back and...2017-04-2434 min
Amazing Business RadioAmy Downs on How Customer Obsession Can Drive Your Bottom LineAre you obsessing about taking care of your customers? If not, maybe you should! Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers.
First Up:
Shep Hyken’s opening comments focus on April being customer loyalty month. Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us a...2017-04-1732 min