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2 episodes with hyken
2 episodes with hyken
2 episodes with hyken
In this must-listen episode of the Millionaire Car Salesman Podcast, host Sean V. Bradley, CSP, and co-host LA Williams sit down with Shep Hyken, the internationally renowned customer service and customer experience expert, best-selling author, and keynote speaker, to explore the critical role exceptional customer experience plays in today's automotive industry. "They're not just comparing you to another dealer. They're going to compare you to the best experience they ever had." — Shep Hyken As the market navigates post-pandemic shifts and economic challenges like high interest rates and limited inventory, Shep shares actionable strategies that dealerships can implement right now to stand out. From customer engagement to loyalty-building techniques, Shep dives deep into what it takes to create an unforgettable experience at every customer touchpoint. "You must model the behavior you want others to do toward others." — Shep Hyken Listen in to hear why focusing on existing customers, embracing innovative tools like Podium, and modernizing your approach to customer service can lead to massive revenue growth. Are you prepared to elevate your dealership's customer experience and boost retention in today's competitive market? Tune in to find out how to turn service into a powerful driver of long-term success. Key Takeaways: ✅ Enhancing customer retention is often more beneficial and cost-effective than solely focusing on acquiring new business. ✅ Leveraging technology and AI, such as Podium, can significantly improve customer interactions and streamline dealership operations. ✅ Maintaining a positive work culture among employees directly influences the quality of customer service delivered. ✅ Leading dealerships prioritize creating a seamless and consistent experience across all customer touchpoints, setting them apart in service delivery. About Shep Hyken Shep Hyken is a globally recognized customer service and experience expert, acclaimed keynote speaker, and New York Times and Wall Street Journal bestselling author. As the Chief Amazement Officer of Shepard Presentations, he has dedicated his career to helping organizations build loyal relationships with their customers and employees. Since founding Shepard Presentations in 1983, Shep has worked with over 1,200 clients, ranging from Fortune 100 companies to small businesses, across various industries including retail, healthcare, technology, and financial services. His client list includes notable organizations such as American Airlines, AAA, Anheuser-Busch, AT&T, Aetna, Abbott Laboratories, and American Express. Shep's dynamic presentations are known for their high energy, humor, and practical insights, often incorporating magic to engage audiences. He has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession and holds the Certified Speaking Professional (CSP) designation. An accomplished author, Shep has written several bestselling books on customer service and experience, including "Moments of Magic," "The Loyal Customer," "The Cult of the Customer," "The Amazement Revolution," "Amaze Every Customer Every Time," "Be Amazing or Go Home," "The Convenience Revolution," and "I'll Be Back." His articles have been featured in hundreds of publications, and he is a regular contributor to Forbes. Shep is also the creator of The Customer Focus™ program, designed to help organizations develop a customer service culture and loyalty mindset. Through his work, he emphasizes that customer service is not just a department but a philosophy that should permeate every aspect of an organization. Navigating the Automotive Customer Experience: Embracing AI and Building Loyalty Key Takeaways Customer Satisfaction and Experience are Distinct: Understanding the difference and focusing on both can elevate a dealership from best in class to world class. Leveraging Existing Customer Relationships: Prioritizing current customer engagement and retention is more cost-effective and profitable than focusing solely on new lead acquisition. Artificial Intelligence as a Game-Changer: AI innovations are transforming the dealership landscape by enhancing customer interactions and streamlining operations. Enhancing the Customer Experience in Automotive Retail In the rapidly evolving automotive industry, dealerships must adapt their strategies to exceed customer expectations. Sean V. Bradley and Shep Hyken dive into the intricacies of customer satisfaction and experience, two interrelated yet distinct components that every dealership should master. According to Hyken, "The way that whole thing is handled, is it easy? Is it hassle-free?" Such questions underscore the need for seamless web interfaces and responsive sales teams to create an unparalleled service atmosphere. Customer experience encompasses every interaction a consumer has with a dealership, from visiting the website to consulting with a salesperson. For car dealerships aiming for world-class status, it's crucial to transcend industry standards and look outside the industry for inspiration. As Hyken wisely notes, "They're going to compare you to the best experience they ever had." This calls for analyzing experiences provided by leaders like Amazon and Walmart to ensure dealerships offer frictionless, memorable interactions that build long-term loyalty. Retention vs. Acquisition: The Loyalty Revenue Stream Prioritizing existing customers over acquiring new ones can seem counterintuitive, yet it's a strategic pivot that aligns with both customer retention and profitability. As discussed by Sean V. Bradley, focusing on your current customer base can lead to higher conversion rates and increased revenue. "NADA says that a prior customer is a 65% closing ratio and a much higher gross profit," he remarks, emphasizing a shift towards maintaining strong relationships with your existing clientele. Moreover, service departments play a pivotal role. With a "service customer to your point is seven times as likely to purchase a vehicle if they service a car," embracing service excellence not only ensures immediate customer satisfaction but also strengthens their connection to the brand, making them more likely to return for future purchases. The foundational principle is clear: solidify customer loyalty through consistent, exceptional service, thereby reducing churn and boosting long-term profitability. The Role of Artificial Intelligence in Transforming Dealerships Artificial Intelligence (AI) is poised to reshape traditional dealership models by optimizing customer interactions and operational efficiencies. Shep Hyken highlights AI's potential in generating personalized and high-quality customer interactions. "AI needs to be smart enough to not give the wrong answer," Hyken advocates, outlining the balance between maintaining human oversight and deploying AI for scalable customer service solutions. Podium's AI-powered platforms offer tools that handle after-hours inquiries, schedule test drives, and maintain conversational consistency across multiple platforms, ensuring a seamless transition between digital and in-person interactions. In an age where most touchpoints before a sale are digital, embedding AI in CRM systems elevates customer experiences. As Bradley affirms, "If your AI is integrated with your CRM, if your AI is integrated with your online reputation strategy…it is next level." By streamlining these processes, dealerships can enhance engagement, nurture relationships, and ultimately drive more sales. The automotive industry stands at a pivotal juncture where transformation is not just necessary but imperative. By understanding the nuances between customer service and experience, fostering robust relationships with existing customers, and embracing cutting-edge technologies like AI, dealerships can not only survive the intricacies of the modern market but truly thrive in it. The insights shared by industry experts provide a roadmap to not only meet but exceed customer expectations, ensuring loyalty and profitability in uncertain times. Resources: Podium: Discover how Podium's innovative AI technology can unlock unparalleled efficiency and drive your dealership's sales to new heights. Visit www.podium.com/mcs to learn more! Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firm. The Millionaire Car Salesman Facebook Group: Join the #1 Mastermind Group in the Automotive Industry! With over 29,000 members, gain access to successful automotive mentors & managers, the best industry practices, & collaborate with automotive professionals from around the WORLD! Join The Millionaire Car Salesman Facebook Group today! Win the Game of Googleopoly: Unlocking the secret strategy of search engines. The Millionaire Car Salesman Podcast is Proudly Sponsored By: Podium: Elevating Dealership Excellence with Intelligent Customer Engagement Solutions. Unlock unparalleled efficiency and drive sales with Podium's innovative AI technology, featured proudly on the Millionaire Car Salesman Podcast. Visit www.podium.com/mcs to learn more! Dealer Synergy: The #1 Automotive Sales Training, Consulting, and Accountability Firm in the industry! With over two decades of experience in building Internet Departments and BDCs, we have developed the most effective automotive Internet Sales, BDC, and CRM solutions. Our expertise in creating phone scripts, rebuttals, CRM action plans, strategies, and templates ensures that your dealership's tools and personnel reach their full potential. Bradley On Demand: The automotive sales industry's top Interactive Training, Tracking, Testing, and Certification Platform. Featuring LIVE Classes and over 9,000 training modules, our platform equips your dealership with everything needed to sell more cars, more often, and more profitably!
Welcome to our latest episode featuring renowned customer service/customer experience expert and the Chief Amazement Officer of Shepard Presentations, Shep Hyken, diving into the dynamic world of AI, technology, and their impact on customer experience. Discover insightful strategies and expert perspectives that are shaping the future of customer service! Chapter Stamps: Martec's Law & Tech's Rapid Pace [00:00:00 - 00:01:00] Balancing Innovation & Service [00:15:00 - 00:16:30] Chat GPT & Customer Support [00:15:30 - 00:17:00] AI Enhancing Customer Experience [00:16:30 - 00:18:30] AI Adoption Challenges [00:16:58 - 00:18:20] Practical Chat GPT Applications [00:18:30 - 00:20:00] Customer Time Sensitivity [00:20:00 - 00:22:30] Mindset for Success [00:24:00 - 00:26:00] Gratitude & Positive Awareness [00:26:00 - 00:28:30] Conclusion & Farewell [00:28:44 - 00:29:16] Pullout Quotes: "Innovation and technology are changing at such a rapid pace that if companies don't keep up, they'll have to start over—it's happening that fast." "24/7 customer support is an expectation today. Chat GPT technology makes it accessible even for the smallest companies." "The best companies find the balance between human interactions and digitally driven technology—melding AI tools to amplify the customer experience." "Customers expect quick responses. The 'Amazon effect' has conditioned us to want things rapidly." "Saving customers time equals saving the relationship. Anything less creates friction." Social: Website: https://hyken.com/ Linkedin: https://www.linkedin.com/in/shephyken/ Youtube: https://www.youtube.com/@ShepHykenSpeaker Facebook: https://www.facebook.com/ShepHykenSpeaker/ Instagram: https://www.instagram.com/shephyken/ X: https://twitter.com/Hyken Disclaimer: Please be aware that the opinions and perspectives conveyed in this podcast are solely those of our guests and do not necessarily represent the views, ideologies, or principles of Super Entrepreneurs Podcast, its associated entities, or any organizations they represent or are affiliated with. We provide a platform for discussion and exploration, and the content of each episode is understood to be independent expressions from our guests, rather than a reflection of the beliefs held by the podcast or its hosts. Notice to the Super Entrepreneurs community: Before we part, remember to join our Private Facebook group, 'Mindset for Business Success' Here we share mindset wisdom to elevate your life and business LIVE every Tuesday morning(EST), ready for a transformative journey? This group is your key to unlocking potential and achieving business growth. Don't miss out on this incredible free resource. Join us in 'Mindset for Business Success' Today! https://www.facebook.com/groups/mindsetforbusinesssuccess/ The only limits in our life are those we impose on ourselves. 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With host retail coach Wendy Batten https://wendybatten.com/podcast-intro/ Show Notes: Did you know we have an active book club in my Level Up Mastermind? It's true - we do! One of our amazing members - Millie Blackwell of Mrs. Blackwell's Village Bookshop - curates an incredible list of books for our Mastermind members and leads our book club each month. Today on the podcast, Millie and I are having a fun time reviewing the books we read so far this year, complete with star ratings! Don't miss the first episode Millie and I recorded together. Bonus points for whoever knows which of the books we review today Millie called out as a favorite in Episode 132. It's linked below! A quick reminder - before you shop the big guys for you reading and listening think local retail first. How to support your local booksellers: 1. Shop in store! This is the very best way for your local booksellers to help you find exactly what you are looking for - and maybe even a little more! 2. Shop your local bookstore's website or through bookshop.org . Bookshop.org is an amazing alternative to shopping on Amazon. You can choose which shop you want your purchase to support. Use bookshop.org if your favorite local bookstore doesn't have their own website. 3. Purchase audiobooks through Libro.fm. Libro.fm is an alternative to Audible. New Zealand followers, you can shop directly with Millie HERE. The Books: Playing Big: Practical Wisdom for Women Who Want to Speak Up, Create, and Lead by Tara Mohr (2014) Our thoughts/themes/takeaways: To us, this book was all about overcoming your inner critic and self doubt. Millie shared this quote: “Feedback can only tell you something about the person giving you the feedback. It can't tell you anything essential about yourself.” - Tara Mohr I loved this one: “I wrote this book because I'm tired of meeting women who have important messages to share but whose self-doubt is keeping them quiet. I'm tired of encountering woman after woman diluted by the myth that she needs to be MORE of something: more qualified, more prepared… than she already is in order to share her ideas.” - Tara Mohr Millie & Wendy's Star Rating: 3.5 / 5 stars - We both loved the book but the themes have been exhausted over the past 9 years.Therefore, it didn't hit home as much as it would have had the book been read back when it was written in 2014. Get Different: Marketing That Can't Be Ignored by Mike Michalowicz (2021) Our thoughts/themes/takeaways: Following your industry's “best practice” marketing creates white noise. If everyone else is doing it, your business won't stand out. We have to differentiate our marketing to stand out from the competition. Millie and Wendy's Star Rating: 4.5 / 5 stars - Millie loved this one so much that she listened to the audio and then bought the book to highlight and refer back. We both liked that this book had practical, actionable marketing ideas for small business owners. I'll Be Back: How to Get Customers to Come Back Again and Again by Shep Hyken (2021) Our thoughts/themes/takeaways: Customer loyalty is not about a lifetime, it's about the next time every time. Hyken talks about marketing for loyalty vs. loyalty programs: We need our customers to want to choose us. We need to have our team on board with knowing why we can't just be mediocre. Millie & Wendy's Star Rating - 4 / 5 stars: Shep knows his audience (busy shop owners) and caters to them: this book is easy to read and has great chapter summaries. I interviewed Shep Hyken back in Episode 118. Perennial Seller: The Art of Making and Marketing Work That Lasts by Ryan Holiday (2017) Our thoughts/themes/takeaways: We need to always be looking outside of our own industry for inspiration. Another takeaway that got us thinking was Holiday's idea of relationships as a platform that needs to be nurtured. Millie & Wendy's Star Rating - 4.5 / 5 stars: Lots of the ideas in this book were new ones that we hadn't heard before. 4000 Weeks by Oliver Burkeman (2021) Our thoughts/themes/takeaways: If you live to the age of 80, you will live for 4000 weeks which, according to Millie is “terrifyingly and insultingly short.” This “time reminder” (not time management) book is all about embracing that limit and realizing we will never get everything done in our lives that we want to get done. We need to be intentional about what is important to us including rest and recovery. Millie's Star Rating - 5 / 5 stars: Millie reminds US readers to not judge this book by its cover. Wendy's Star Rating - 4.75 / 5 stars: I would give the audiobook 5 / 5, but found the paperback harder to pick up. How to Grow Your Small Business by Donald Miller (2023) Our thoughts/themes/takeaways: This one is textbook-like, specific, all-action: A great how-to guide for someone who wants to start a small business. Miller uses an airplane analogy to break a business down into 6 parts which when we discussed in the mastermind, many had strong feelings. Millie and Wendy's Star Rating: 4 / 5 - Neither of us were in the space of needing a book like this at the time we read it, but it is great if it is the type of business book you are looking for. Essentialism: The Disciplined Pursuit of Less by Greg McKeown (2014) Our thoughts/themes/takeaways: Millie loved the chapter on sleep and buffering: creating buffers in our lives to relieve stress. My big takeaway was the reminder that there are trade-offs with every decision and you have to be disciplined with decision making. “Simplify, eliminate, reduce. Do less but better.” - Greg McKeown About Millie and Mrs. Blackwell's Village Bookshop: Mrs. Blackwell is a specialist in non-fiction categories and stationery. She grew up on an apricot orchard in Central Otago but never really cared for the taste of the fruit. Mrs. Blackwell's Village Bookshop is an independent bookshop for inquisitive minds and romantic souls in Greytown, New Zealand. Website | Instagram Related podcasts we think you'll like: Episode 132: Retailer Success Series: Community Marketing Strategies with Millie Blackwell Episode 118: How to Create Loyalty and Amazing Customer Experiences with Guest Expert & Author Shep Hyken Episode 98: My Top Business Books for Retailers (the giveaway in this episode is closed!) About your host, Wendy Batten In case we haven't met yet, I'm Wendy, a small business coach and founder of the Retailer's Inner Circle, where I help other independent shop owners learn how to gain the right business skillsets to see more profits, paychecks, and joy as they navigate running their retail business. Through online classes, business coaching programs, speaking, and a top-ranked podcast, I've helped hundreds of retailers around the globe reclaim their dream and see the success they want from their beautiful shops. my signature private coaching community, The Retailer's Inner Circle, has helped retailers around the world build their retail business skill sets and confidence. I am proud to have been featured in several major publications, including my own business column in What Women Create magazine. I have been privileged to be a guest on top-ranked podcasts and sought-after as a guest speaker and teacher for several brands, associations, and communities that are passionate about the success of independent retailers. When I'm not coaching, you will find me either DIYing and renovating my very imperfect old crooked cottage by the sea in the UNESCO World Heritage town of Lunenburg, NS, or blogging about our travel and RVing adventures and the weird fun things we get up to in our coastal village. I'd love to invite you to check out one of my free resources for real retailers at https://wendybatten.com/free-resources/ For more support from Wendy Retailer's Inner Circle - Join Wendy inside the best retailer's community Wendysources for shop owners Hang out and connect with Wendy on IG All of Wendy's programs and services for shop owners can be found HERE.
In this episode of the Digital First Leader Podcast, Richard and Shep Hyken, a customer service experience expert, a Wall Street Journal and New York Times best-selling author, and an award-winning keynote speaker, talk about customer experience.In Shep's newest book, "I'll Be Back - How to Get Customers to Come Back Again and Again," the point is clear: rather than just measure satisfaction scores, which are very important history lessons, take a look at what's happening right now and in the future with the behavior of your customers. Today's episode includes analyzing your customers' behavior, the difference between repeat customers and loyal customers, the importance of a company having a social cause the consumer values, and much more. Listen in to learn how to level up the customer service experience in your business.To learn more about Shep and download a free research report, visit HYKEN.com.For more valuable tips on mastering the language of social media, subscribe to our newsletter at BlissPointconsult.com. If you'd like to stay in touch, feel free to add Richard on LinkedIn and join the conversation.
Does customer service ever feel extraneous to you? Does it seem like too much effort and too lofty a goal for your busy work week? How can you achieve amazing service and why should you bother? Our guest this week is Shep Hyken, Chief Amazement Officer of Shepard Presentations, and an award winning author, speaker, and consultant on customer service. Shep and I have a really fun back-to-basics conversation about customer service in the legal field. Shep has consulted for firms huge and small, and has so much great insight on how you can achieve a high level of service in your own business. More importantly, we discuss WHY you should focus on service delivery, namely that your service is being compared to great brands in peoples' everyday lives, not just other law firms. You need to rise to a higher level of service than you may realize, and making your service delivery AMAZING might be easier than you think. Shep and I are largely aligned in our approach to client service, but we differ enough to make this a fun chat. Find Shep at https://hyken.com and on Twitter at http://twitter.com/Hyken and LinkedIn at http://www.linkedin.com/in/shephyken ----- FiveStarCounsel.com Get our FREE client service whitepaper! Join the Five Star Counsellors FB Group: https://www.facebook.com/groups/1575616019297055 Here's a link for you to get 20% off your first year of using TextExpander! - https://fivestarcounsel.com/textexpander
In this mini-episode Shep Hyken tell us the 6 steps to have your customers saying "I'll Be Back!" From his most recent book Shep sums up what it takes to be succesful creating loyal customers that will come back again and again to do business with you! If you enjoy this short teaching episode make sure to listen to our full length podcast with Shep as well. hep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies that want to develop loyal relationships with their customers and employees. He is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution and The Cult of the Customer.
"A Creative Classical Cauldron" Formed in Miami in 2015, Nu Deco Ensemble have have completely reimagined what a modern orchestra can do. Sam Hyken and Jacomo Bairos are two of the most respected and in-demand artists in classical music and they've come together to create an innovative artistic collective that incorporates dance, mixed media, classical, hip-hop blues and well, pretty much everything else, into its creative cauldron. And what a cauldron it is—bubbling with innovation, nerve, craftsmanship, diversity, equity, equality and life, Nu Deco Ensemble is, quite simply, an astonishing fusion of culture and music that results in one of the most transfixing and inspiring experiences you're likely to have in the arts. Or anywhere. The ensemble has collaborated with Macy Gray, Larkin Poe, Stephen Marley, Jacob Collier, Kimbra and Ben Folds, and they're not stopping there. Their album with the Grammy-Nominated Larkin Poe is called Paint The Roses Live In Concert but that's not even scratching the surface of what these guys do. We'll let them explain... Nu Deco online: www.nu-deco-org Nu Deco Unfiltered Podcast: https://podcasts.apple.com/us/podcast/nu-deco-unfiltered/id1559846018 www.bombshellradio.com Stereo Embers The Podcast Twitter: @emberseditor Instagram: @emberspodcast Email: editor@stereoembersmagazine.com
This week on DisrupTV, we interviewed Andrew Shikiar, Executive Director & CMO, FIDO Alliance, Shep Hyken, Chief Amazement Officer of Hyken and Neha Mirchandani, CMO + People of BrightPlan. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.
He is a 4-peat on the Nice Guys...that's gotta be a record. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. A New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. His newest book I'll Be Back: How to Get Customers to Come Back Again and Again is available right now!! He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. Grab a copy of Shep's book: I'll Be Back: How to Get Customers to Come Back Again and Again Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken Nice Sponsors: Grab your copy of Gale West's Book: Money, Come Dance With Me How to Make Money, Grow Your Tribe, and Build Influencing Podcasting (Doug and Strick will be hosting the Masterclass) https://djdoug--turnkeypodcast.thrivecart.com/register/ Get your free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift Check out the "Entrepreneur's Toolkit" Giveaway Check out Headliner to create social media posts with video easily- make.headliner.app Simplecast is the easiest way to set up your podcast hosting- Simplecast.com Zoom is the easiest way to schedule meetings and record your podcast interviews- Zoom.us Acuity is the easiest way to schedule your podcast interviews, meetings, and life. Acuityscheduling.com See how The Nice Guys want to make your life easier? You can thank us later. Reach The Nice Guys Here: Doug- @DJDoug Strickland- @NiceGuyonBiz Nice Important Links: Subscribe to the Podcast website: Niceguysonbusiness.com Book Doug and/or Strick as a speaker at your upcoming event. Doug's Amazon #1 Best selling book Nice Guys Finish First. Partner Links: Amazon.com: Click before buying anything. Help support the podcast. Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Simply the best VO guy in the business- https://steveobrienvo.com/ TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula www.turnkeypodcast.com/ultimatelaunchformula FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.
He is a 4-peat on the Nice Guys...that's gotta be a record. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. A New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. His newest book I'll Be Back: How to Get Customers to Come Back Again and Again is available right now!! He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. Grab a copy of Shep's book: I'll Be Back: How to Get Customers to Come Back Again and Again Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken Nice Sponsors: Grab your copy of Gale West's Book: Money, Come Dance With Me How to Make Money, Grow Your Tribe, and Build Influencing Podcasting (Doug and Strick will be hosting the Masterclass) https://djdoug--turnkeypodcast.thrivecart.com/register/ Get your free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift Check out the "Entrepreneur's Toolkit" Giveaway Check out Headliner to create social media posts with video easily- make.headliner.app Simplecast is the easiest way to set up your podcast hosting- Simplecast.com Zoom is the easiest way to schedule meetings and record your podcast interviews- Zoom.us Acuity is the easiest way to schedule your podcast interviews, meetings, and life. Acuityscheduling.com See how The Nice Guys want to make your life easier? You can thank us later. Reach The Nice Guys Here: Doug- @DJDoug Strickland- @NiceGuyonBiz Nice Important Links: Subscribe to the Podcast website: Niceguysonbusiness.com Book Doug and/or Strick as a speaker at your upcoming event. Doug's Amazon #1 Best selling book Nice Guys Finish First. Partner Links: Amazon.com: Click before buying anything. Help support the podcast. Acuity Scheduling: Stop wasting time going back and forth scheduling appointments Simply the best VO guy in the business- https://steveobrienvo.com/ TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula www.turnkeypodcast.com/ultimatelaunchformula FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.
Composer Sam Hyken of Nu Deco Ensemble how to bring in younger audiences, how to arrange metal for an orchestra, the intricacies of arranging someone else's composition, and the importance of having someone to tell you no. Thanks to our sponsor Intro music is "String Anticipation" by Cory Gray.
Every organisation is interested in getting repeat business. But how do you convince your customers to come back to you every single time? Shep Hyken is an international Customer Service and Customer Experience expert. He just published his eighth book. In this interview with Niels Brabandt, he shares his expertise. Your guest: Shep Hyken Your host: Niels Brabandt / NB@NB-Networks.com
The Intuitive Customer - Improve Your Customer Experience To Gain Growth
Sometimes customers don't come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers' business. So how do you get them to say, “I'll be back?” Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book, including a six-step process you can use to create an I'll-Be-Back experience for your customers. Key Ideas to Improve your Customer Experience Hyken's goal with the book is to give practical tips to create better than satisfactory relationships. One of Hyken's main messages in all his work is that organizations should be better than average consistently and predictably. When you are better, customers come back. The core message here is you have to look at those things through the customers' eyes. But, also, every individual in the company should ask, "Is this right for the customer?" before they do anything. Here are a few key moments in the discussion: 02:44 Hyken shares the main idea behind his book, including its origin and how it became his latest passion project. 06:55 Hyken explains why “Fine” the f-bomb of Customer Experience is. 09:45 We learn an abbreviated version of the six-step process to creating an I'll-Be-Back experience. 13:49 Ryan talks about how best practices can be reductive if too many firms use the same strategy. 17:59 We discuss the importance of meeting the needs of the customers and not confusing that wisdom with the tactics used to meet them. 21:54 Hyken shares a story about when an early delivery cause a big problem for one of his clients and how it could have been avoided. 26:33 Colin introduces the idea that you should be sure that your customers are returning because they feel loyalty, and not just because they haven't bothered to make a change. If you want to learn more about the book, please visit Hyken.com. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
The Intuitive Customer - Improve Your Customer Experience To Gain Growth
Sometimes customers don't come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers' business. So how do you get them to say, “I'll be back?” Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book, including a six-step process you can use to create an I'll-Be-Back experience for your customers. Key Ideas to Improve your Customer Experience Hyken's goal with the book is to give practical tips to create better than satisfactory relationships. One of Hyken's main messages in all his work is that organizations should be better than average consistently and predictably. When you are better, customers come back. The core message here is you have to look at those things through the customers' eyes. But, also, every individual in the company should ask, "Is this right for the customer?" before they do anything. Here are a few key moments in the discussion: 02:44 Hyken shares the main idea behind his book, including its origin and how it became his latest passion project. 06:55 Hyken explains why “Fine” the f-bomb of Customer Experience is. 09:45 We learn an abbreviated version of the six-step process to creating an I'll-Be-Back experience. 13:49 Ryan talks about how best practices can be reductive if too many firms use the same strategy. 17:59 We discuss the importance of meeting the needs of the customers and not confusing that wisdom with the tactics used to meet them. 21:54 Hyken shares a story about when an early delivery cause a big problem for one of his clients and how it could have been avoided. 26:33 Colin introduces the idea that you should be sure that your customers are returning because they feel loyalty, and not just because they haven't bothered to make a change. If you want to learn more about the book, please visit Hyken.com. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
Too often we put obstacles in our customers' way and add friction to the sales process. Join me for a great discussion with my good friend, and fellow member of the National Speakers Association, Shep Hyken. Shep is one of the leading customer service experts in the world, and a down to earth, nice guy. Through his many books and trainings, Shep helps companies, big and small, create a better customer experience. Listen to this new, bonus dialogue episode, for ideas on how you can reduce the friction to create a better customer experience for your couples and customers.About Shep:Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of 7 books and his newest book I'll Be Back: How to Get Customers to Come Back Again and Again will be released September 21, 2021. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)www.Hyken.com Social Handles: Twitter: @HykenLinkedIn: Shep HykenIf you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or visit my website Podcast.AlanBerg.comPlease be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com
Growing a business is all about gaining customers and getting sales. And far easier and less expensive than attracting new customers is turning existing customers into regular, returning customers. CX expert Shep Hyken says the key to building return customers is to discover the typical pattern of return customers and then replicate that experience for new customers. All companies should get people into the cadence of doing business with them regularly, but the timeline of that regularity—be it weekly, monthly or annually—changes based on the industry and type of business. In his new book, I'll Be Back: How To Get Customers To Come Back Again and Again, Hyken lays out a six-step process for finding that pattern and building return customers and strong experiences: Ask why someone would do business with your company and not with the competition. Figure out what makes your company unique from others and what makes customers interested in your products and services. Ask why someone would do business with the competition instead of your company. This requires digging into your competition's offerings and customer service to discover their competitive advantages. Keep pace with what the competition is doing. If there is something the competition is doing, bring it into your company and make it your own. Look outside your industry. Ask all types of people what their favorite companies are to do business with and why. Look at why people are drawn to these companies that are outside your industry and may not be considered direct competition. Ask what those companies are doing to draw in customers. This step also requires digging deep to understand why certain companies resonate with customers. Think about what you could be doing that works for companies in other industries. Come back and ask the original question—Now, why would someone do business with your company and not the competition? Hyken recommends going through this process every six months to find little ways to improve. Taking these small steps can create amazing experiences that customers love and help distance you from the competition. All companies, no matter their size or industry, can find ways to stand out from the competition. Playing to your strengths creates unique experiences that will make customers return. Hyken says even small companies can compete against e-commerce giants like Amazon by highlighting what makes them unique, such as by offering personalized human experiences and local events. By continually improving and playing to your strengths, you can create a company where customers want to come back again and again. _______________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the waitlist now for the new Customer Experience Community here.
Does everyone in your business or agency understand and believe that providing superior customer service is one important way to set yourself apart from the competition? Shep Hyken, best selling author and sought after speaker, returns to TBBT to share tips on delivering an AMAZING! customer service experience that keeps customers coming back for more. Shep also outlines many of the interesting and important points he presents in his latest book, ‘I'll Be Back'.In a Crazy Bids true to its name, Rick Jennings discovered a bid that pairs bourbon, beer and books.All of that and more. A lot more!Our Guest: Shep Hyken @HykenAbout Shep: www.Hyken.comPre Order: ‘I'll Be Back: How to Get Customers to Come Back Again and Again.' : https://hyken.com/online-store/ill-be-back/?utm_content=buffer1091e&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer
Full Episode: Learn from the #1 customer service expert in the world & New York Times best-selling author: Shep HykenCustomer service retention and overall client satisfaction in a business is just as critical as the quality of your product, and the marketing strategy. However, customer satisfaction is the number one issue that strikes businesses which ultimately makes company attrition rates skyrocket. Client satisfaction promotes loyalty, and higher traffic to your dealership by word of mouth advertising. When you have happy customers that are given quality service, closing ratios increase. Perhaps it's time for a change in perspective: look at your customers as interactions, not transactions.This week's episode will make you want to revisit your bucket list to catch up to the Against All Odds special guest, Shep Hyken. Sean V. Bradley and L.A. Williams touch base with the #1 customer service expert in the world. The three masterminds discuss why customer satisfaction is so important, how to maintain client retention, and what you can do to increase customer loyalty for your establishment!About Shep HykenShep Hyken has lived the life we all strive to have for three life spans over! As adventurous and talented as he is, Hyken is very established in the customer service industry. While the former president of the National Speakers Association, Shep Hyken maintains a spot in the NSA's Hall of Fame. The author of seven New York Times Best Selling books has worked with national organizations to build their customer relationship management like FedEx, Whataburger, and Comcast.Customer Service Resources:Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firmThe Millionaire Car Salesman Podcast: is the #1 resource for automotive sales professionals, managers, and owners. Also, join The Millionaire Car Salesman Facebook Group today!The Against All Odds Radio Show: Hosting guests that have started from the bottom and rose to the top. Also, join The Against All Odds Radio Show Guests & Listeners Facebook Group for the podcasted episodes.For more interactivity, join The Millionaire Car Salesman Club on Clubhouse.The Against All Odds Radio Show is Proudly Sponsored By:Car.com: Visit Car.com today, where they do the research and you do the driving.Scar Food: Scar Treatment for Scars, Acne Scars, & Stretch marks - visit ScarFood.com today!Hyundai of Bedford & Kia of Bedford: World-class customer support you can trust and is located just minutes from Cleveland & serving the Bedford, Cleveland, parma, Beachwood, and Euclid areas.
Welcome to our very first Episode of Nu Deco Unfiltered, and we are so excited to bring you these in-depth conversations! Our first podcast is with the one and only Sam Hyken. Defined throughout his life by curiosity, creativity, and a little attitude, Sam Hyken has become a musical force, collaborating with the world's biggest artists on some of the world’s grandest stages. Not only is he CEO of Nu Deco Ensemble, he is also Artistic Director, Co-founder, and the main composer, arranger, and producer of Nu Deco’s diverse musical and media content. He also happens to be my best friend and musical partner on this incredible journey we share. Today we peel back the curtain on his busy and prolific output, discover how he transformed from world-class, Juilliard graduate trumpeter, working with orchestras and legendary maestros around the world, to collaborating and writing for contemporary artists such as Pit Bull, Jacob Collier, and Bad Bunny, to name just a few. We explore his incredible journey from musician to CEO, the HOW and WHY Nu Deco came to be, the relationship we developed that started 17 years ago, and do a deep musical dive to go behind the arrangement on our latest EP, “Humans vs. Robots,” a symphonic tribute to Daft Punk. We hope you enjoy this new endeavor! We are excited to finally share the origin story of Nu Deco, and be inspired by Sam Hyken's unrelenting devotion to creating an orchestra for the future that is relevant and speaks to society today.
In this episode Ashley speaks with Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.Shep works with companies and organizations who want to build loyal relationships with their customers and employees.In this episodes Hyken covers:•How he complements many different activities to generate constant revenue, with his speaking career being the core of all of them;•The importance of the right and strategically use of internet platforms like YouTube, LinkedIn, to get more awareness for your speaking career; and•The pricing strategy he follows to generate more revenue. You can learn more about him on:https://hyken.comConnect with him on LinkedIn:https://www.linkedin.com/in/shephyken/Check out his YouTube channel:https://www.youtube.com/user/shephyken-------------------------------------------------------------------------------------------------To Apply For Ashley’s Private Training For Speakers:https://www.ashleynicolekirkwood.com/... To learn more about Ashley and join her mailing list head here: https://www.ashleynicolekirkwood.com/... To learn more about Mobile General Counsel and book your legal audit head here: https://www.mobilegeneralcounsel.com/... To register for Mobile General Counsel's complimentary holiday party head here: http://ashleynicolekirkwood.com/holid... About Ashley: If you ever meet Ashley Kirkwood in-person you will feel her energy!She has a magnetic personality and truly cares for her clients! After graduating from Northwestern University Pritzker School of Law with honors, she started her career at one of the largest law firms in the world, Kirkland & Ellis LLP. While there, she tried cases on behalf of large insurance companies. She also landed in the pages of the American Lawyer after a hard-won victory in a federal civil rights jury trial! Soon after that trial, Ashley left Kirkland to work at another large law firm where she represented employers in employment discrimination and sexual harassment cases. It was there that Ashley decided that she wanted to represent emerging businesses in order to help them bulletproof their businesses! Ashley makes her expertise accessible by providing legal products for the busy entrepreneur! She frequently provides legal trainings open to all via her Facebook and Instagram accounts. She also has do-it-yourself legal classes such as Clapback with Contracts and Get The Tea On Trademarks! You might catch Ashley serving as an on-air legal correspondent for a local Chicago television network or speaking at a college or corporation! Ashley is committed not just to entrepreneurs, but also to students. She and her husband, Chris, run a nonprofit, The Kirkwood Foundation, where they teach students on Chicago’s West Side about high paying legal, medical and STEM careers. Whether Ashley is advocating for a billion dollar business or a solopreneur, she gives it all she’s got!
What's the word of the year for customer service? According to business and CX expert Shep Hyken, it's empathy. Hyken has years of experience in customer service and is a popular speaker and author. Like all of us, he saw the dramatic challenges businesses faced in 2020 and the pivots they had to make. Businesses and customers are adjusting to their new way of interacting and facing constant change, especially as we head into the new year. Here are some of Shep Hyken's predictions for 2021: Customers Continue To Get Smarter Today's customers know what good customer service is. They experience it every day from companies like Amazon and Zappos and have come to expect and demand it from other businesses. Customers are learning from great companies and want that level of service in all their interactions. Customers Are Becoming Impatient Modern customers want what they want now. They've gotten used to getting their shipments within hours or overnight and now want everything right away. Companies need to meet that demand with quick service and delivery. Customers Expect Convenience Today's busy customers are willing to pay for convenience. A study by Hyken found that more than 67% of consumers are willing to pay more for a convenient experience, and that number jumps to 90% if that experience includes delivery. Convenience matters and goes a long way with customers, and they are willing to pay for that convenience. Personalization Is Getting More Personal Customers want an experience that is unique to them. They want and expect companies to know their preferences and experiences. Some companies are going further with micro-personalization that is tailored to each person's unique experience with specific product recommendations and preferences, not just general genres. Companies Are Getting Automation Happy Companies need a strong digital system to compete and deliver great experiences, but so many companies fall into the trap of relying too heavily on automation and not enough on the human experience. Hyken believes some companies get enamored with technology and use it to replace the human experience, which is a big mistake. The best companies create digital experiences but can seamlessly transition customers to humans if needed. There needs to be a balance between human and digital. Problems Can Be Predicted In a perfect world, if a problem can be predicted, it can be solved before the customer even knows about it. The most successful companies are continually looking for potential problems big and small and then proactively solving them before customers even realize they have a problem. The bottom line of delivering great customer service in 2021 is simply to be nice. Customers expect convenience and personalization, but more than anything they want to interact with individuals and companies who are nice. No matter what happens in the future, kindness will always be on-trend. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Sign up for her new course here. For regular updates on customer experience, sign up for her weekly newsletter here.
For the third and final installment of our Mental Health Series we welcome Dr. Russell Hyken. Learn more about Dr. Russell Hyken at www.teenparentingexpert.com Check Out his book : "The Parent playbook" The Power of Love Show is a weekly show sponsored by The Dee Dee Jackson Foundation where we shine a light on loss and grief and how it impacts our lives. Our aim is to build a community where we share inspiring stories, interview experts, learn, grow and empower one another to find proper and healthy healing. Visit the DDJF official website: http://www.ddjf.org/ Donate to DDJF (501c3): https://app.mobilecause.com/form/xDJ0... The Power Of Love Show can be found on all major streaming platforms. Apple: https://podcasts.apple.com/us/podcast... Spotify: https://open.spotify.com/show/6X6zGAP... Join the Dee Dee Jackson Facebook Group https://www.facebook.com/groups/15009... Support DDJF simply by using the link below when shopping at Amazon.com https://smile.amazon.com/ref=smi_se_d... #ddjf #poweroflove #deedeejackson --- Support this podcast: https://anchor.fm/thepowerofloveshow/support
Welcome to Beyond Technique, the podcast that empowers photographers to bring their businesses to the next level, brought to you by Platypod, Photofocus and Skip Cohen University. Today we chat with customer service expert Shep Hyken about effective ways photographers can be proactive and build customer loyalty! Check out Platypod: The world's most compact tripod for photographers and filmmakers! We discuss: How Shep got started in his customer service career Opportunities to build customer loyalty Examples of ways photographers can pivot their business How a photographer's emotional connection with their clients can be an advantage The importance of being proactive (instead of reactive) in today's climate Opportunities small businesses have right now, and a possible advantage they have over large business Advice for photographers just starting out right now Shep can be found at: Hyken.com Be sure to let us know if you have any thoughts or questions in the comments section. We do our best to answer all questions in a timely manner. Have suggestions on future topics you want us to cover? Email us: Skip Cohen: skip@mei500.com Chamira Young: chamira@photofocus.com You can be the next guest on our podcast Do you have an idea for a topic or want to hear from your favorite photographer or influencer in our industry? Send an email to skip@mei500.com or chamira@photofocus.com, with the subject line BEYOND TECHNIQUE IDEA. Then write a brief description of your topic or idea. If you are recommending someone, please include their name, contact information and state if you would like to be a guest host. Share This Podcast! Please share this podcast with your friends and subscribe via iTunes.
Hello again! Today, we are going to hear from Child and Family Therapist and Founder of Kids Inc KC, Amy Hyken-Lande, about How to Tell the Kids. If you have kids and you are facing divorce, you will not want to miss this crucial conversation. RESOURCES:If you would like to be connected with Amy Hyken-Lande about your child's needs through divorce, or if you would like to explore Divorce Coaching, please send an email to Annie@StartingOverStronger.com or visit www.StartingOverStronger.com. If you need Divorce Real Estate assistance, find out more about what an RCS-D REALTOR does to protect you during divorce, at www.AtHomewithAnnie.com.TODAY'S BOOKS:The Body Keeps the Score: Brain, Mind, and Body in the Healing of Trauma, Bessel van der Kolk, MDGratefully,Annie Please find and follow us on Facebook, Instagram and your favorite podcast players. Your 5-star ratings and positive reviews make all the difference as the growing podcast community seeks content to inspire, entertain and educate them in their efforts toward real life transformation. Would you take a moment now to rate and review Starting Over Stronger on any platforms you visit? © SOS Divorce Survival & Recovery. Divorce Well. Live Well.Support the show (https://www.paypal.me/anniejallen)
RECORDED BEFORE THE CURRENT SANITARY CRISISMajor brands regularly experience crises and make the news for alleged fundamental rights violations or similar breaches with high social stakes. Think racial discrimination, privacy and data breaches, sexual harassment at the workplace, or even life-threatening health hazards such as food poisoning. This episode sheds light on brand crisis management, the impact of such crises on brand value and intellectual property assets, as well as the solutions and good practices of proactive and remediation plans.Our guest, Shep Hyken, is Chief Amazement Officer at Shepard Presentations, St. Louis, Missouri, USA. Mr. Hyken is a customer service and experience expert, best-selling business author, and regular contributor to the Leadership Strategy section at Forbes.com. He explains and illustrates the spectrum of brand crises and the different ways—good and bad—to handle them!Every two weeks, on Tuesday, Brand & New gives the floor to inspiring individuals, with a 360-degree vision, to help brand owners, intellectual property lawyers, and marketing and finance professionals (and beyond!) stay curious and agile in an ever-evolving business environment. Brand & New is a production of the International Trademark AssociationHosted by Audrey Dauvet - Contribution of M. Halle & S. Lagedamond - Music by JD BeatsFOR MORE INFORMATION, VISIT INTA.ORGTo go further:About Shep Hyken (link to https://www.linkedin.com/in/shephyken/ and https://hyken.com) Also of interest:- INTA 2020 Annual Meeting & Leadership Meeting: Track—Managing Your Brand in Times of Crisis (link to: https://www.inta.org/inta-events/education-tracks/)- INTA Bulletin: “Don’t Go Dark: An Interview with Edelman’s Jennifer Cohan on Brand Response to COVID-19” (link to: https://www.inta.org/perspectives/dont-go-dark-do-not-stand-on-the-sideline-an-interview-with-edelmans-jennifer-cohan-on-brand-response-to-covid-19/)- INTA News: The Effect of a Data Breach on Brand Value (link to https://www.inta.org/data-protection-committee-update-the-effect-of-a-data-breach-on-brand-value/)- INTA's Recommendations to Enhance Brand Value Through Data Protection (link to https://www.inta.org/Advocacy/Documents/2018/Recommendations%20to%20Enhance%20Brand%20Value%20Through%20Data%20Protection.pdf)- Blog about crisis management (link to https://brandfolder.com/blog/crisis-management)
CEO and co-founder of Nu Deco Ensemble is back to share the latest about this cutting-edge 21st century orchestra. You’ll hear: How they are staying connected with their audience during the current situation with the lockdown Their unique model - a totally cutting-edge way of operating ticketing, raising money and building a strong community at the same time How they’re redefining what a YOUTH ORCHESTRA experience can look like - you need to hear this if you’re an educator What’s new for their upcoming season… and how they continue to keep their heads up during this time The one thing you need to come back to when creating your own thing… this is KEY! And MUCH MORE! To find out more about Nu Deco Ensemble, check them out at https://www.nu-deco.org/ Check them out Facebook and Instagram @nudecoensemble * CC theme music by Gaby Castro of @musiciansprime * Thinking about growing YOUR audience right now to create new income streams? Check out information about my group programs at http://www.crushingclassical.com/group-programs.html
Coming back for his 4th appearance on Nice Guys, we can't seem to shake this guy...and who would acutually want to do that, he is the prince of popular, the king of content and the sultan of service. But here he is simply Shep. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and he is here to share customer service and customer experience. Excited to talk about The Cult of the Customer – let's do it. Welcome Shep back to The Nice Guys. Grab a copy of Shep's book The Cult Of The Customer Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken Reach The Nice Guys Here: Doug- @DJDoug Strickland- @NiceGuyonBiz Nice Important Links: Subscribe to the Podcast website: Niceguysonbusiness.com Book Doug and/or Strick as a speaker at your upcoming event. Doug's Amazon #1 Best selling book Nice Guys Finish First. Partner Links: Amazon.com: Click before buying anything. Help support the podcast. Acuity Scheduling: Stop wasting time going back and forth scheduling appointments TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula www.turnkeypodcast.com/ultimatelaunchformula FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.
Coming back for his 4th appearance on Nice Guys, we can't seem to shake this guy...and who would acutually want to do that, he is the prince of popular, the king of content and the sultan of service. But here he is simply Shep. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and he is here to share customer service and customer experience. Excited to talk about The Cult of the Customer – let's do it. Welcome Shep back to The Nice Guys. Grab a copy of Shep's book The Cult Of The Customer Connect with Shep Hyken: Website: https://hyken.com/ Twitter: https://twitter.com/Hyken Reach The Nice Guys Here: Doug- @DJDoug Strickland- @NiceGuyonBiz Nice Important Links: Subscribe to the Podcast website: Niceguysonbusiness.com Book Doug and/or Strick as a speaker at your upcoming event. Doug's Amazon #1 Best selling book Nice Guys Finish First. Partner Links: Amazon.com: Click before buying anything. Help support the podcast. Acuity Scheduling: Stop wasting time going back and forth scheduling appointments TurnKey Podcast Productions Important Links: The Ultimate Podcast Launch Formula www.turnkeypodcast.com/ultimatelaunchformula FREE workshop on how to "Be A Great Guest." Free E-Book 5 Ways to Make Money Podcasting at www.Turnkeypodcast.com/gift No time to get to this, but you can read the blog here: 12 worries that every entrepreneur has Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.
Many people are unaware what psychological testing really means. Dr. Hyken and I have a short discussion around the different kinds of testing and how it all works. Dr. Hyken earned a PhD in psychology from Capella University, an Educational Specialist degree from Webster University, an MA in counseling from Saint Louis University, teaching certification from Washington University and a BA in communications and a BS in marketing from Saint Louis University. After working more than fifteen years as a teacher, school counselor, psychological examiner, and school administrator, Dr. Hyken founded Educational + Psychotherapy Services, LLC, and specializes in psychoeducational evaluations, ADHD assessments, individual/family therapy, and educational therapy. Dr. Hyken is a happily married father of two boys. He enjoys spending time with his family, running, and playing tennis. www.ed-psy.com rhyken@ed-psy.com www.purelifeadventure.com
Shep Hyken, the Hall of Fame Keynote Speaker, Bestselling Author, and Chief Amazement Officer of Shepard Presentations, joins the show to share his journey from performing magic as a teenager at the Playboy Club to becoming the award-winning Customer Service and Experience Expert. Hear how magic influenced Shep’s career, the difference between amazing and average customer service, how to reduce friction and be more convenient, creativity lessons Shep learned from Steve Martin and Carlos Santana, and his race to tackle the Rubik’s Cube. Connect with Shep at Hyken.com and on social media at @ShepHyken and @Hyken
Shep Hyken is a New York Times Best Selling author and a customer service expert with over 36 years of experience. Shep first started with General Motors, then went to Honda, Lexus, Toyota, and more. His expertise in customer service can be utilized to help take your dealership to the next level. Shep is a firm believer in the "Amazon" effect. Customers have gotten smarter with higher demands. 75 billion dollars are wasted because of the lack of good customer service. Studies show that customers would give up other satisfying activities to receive good customer service. Shep recommends becoming the "server" of your dealership. It is your territory and you need to make your tips (commission). Shep offers tips in building those personal relationships and continuing to see the customers issues through. You are the average of who you hang out with, so it is vital to always ask for feedback. Learn to swim with the sharks without being eaten alive!
Life's New Normal Podcast with Host Long Jump Silver Medalist John Register
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. I caught up with Mr. Hyken at the Breckenridge Ski Resort and asked him about trends in the industry, how he started, and what is the new normal in his business. Mr. Hyken's answers are well thought out, creative, and will challenge you in your business. Plus, we just had fun! Follow Shep on his social media channels which are listed at the top of his website www.hyken.com See you on air! About the Host: John Register, CSP, Gulf War Army Veteran, Paralympic Silver Medalist, and professional keynote speaker who shares life lessons increases business leaders ability to connect more authentically with their teams. View John's speaking trailer by clicking here.
Customer service is a huge deal when it comes to how a business is perceived and how much it succeeds. The guru of customer service and amazing customer experiences, Shep Hyken, joins us on the show to share his unique perspective on how customer service should be done. He shares how convenience is an age-old marketing strategy that can revolutionize your business and life if implemented in the right way. You can find show notes and more information by clicking here: https://bit.ly/2UFC7yD
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and in the speaking profession. Check out his latest book, The Convenience Revolution, and follow him on Twitter for more AMAZING customer service insights! Shep Hyken Chief Amazement Officer Shepard Presentations, LLC 200 South Hanley Road, Suite 509 St. Louis, MO 63105 (314) 692-2200 (Business) (314) 409-1577 (Mobile) shep@hyken.com Learn more about your ad choices. Visit megaphone.fm/adchoices
Innovation Inside LaunchStreet: Leading Innovators | Business Growth | Improve Your Innovation Game
As consumers, we pay a lot for convenience. We want it faster, at our doorsteps, easier to handle… you get the point. So how do you innovate in a world driven by speed and ease? In a lot of ways. Inside LaunchStreet guest Shep Hyken shows why disruption and loyalty are important to success and how to innovate in a customer-oriented world. We dig into the six principles in his book, The Convenience Revolution, and how to implement them to innovate and stand out. Key Takeaways: [3:04] Shep’s innovator archetype is futuristic collaborative. He is able to create tomorrow’s opportunities. [3:48] You might be surprised to learn that Shep has lots of interesting interests. He’s a golfing, ice hockey playing musician. [5:45] Shep grew up learning about customer service when he was a young magician. [5:57] Shep discusses the difference between customer service and customer experience. [9:09] How you do build the customer service mindset internally? Listen in as Shep shares a customer service example of luggage. He talks about the journey mapping experience. Tamara reminds listeners that every employee needs to understand how their service impacts everything downstream. [14:10] Get introduced to the concept of “moments of innovation.” [17:10] Why is innovation in customer service so important? The ends haven’t changed in customer service but the middle has. Companies have figured out an easier solution. Shep discusses how technology can help technology can help drive conveniences. Innovation makes it easier for the customer. It saves them time, gets rid of friction. [20:12] Shep’s book, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, discusses six principles that help to deliver a customer service experience that disrupts the competition and creates fierce loyalty. He points out how Amazon excels at all six principles. Shep talks about the Amazon dash button. This allows the consumer to order the product that’s directly linked to the dash button. [24:54] Tamara discusses the biometric airport scanning that Delta is using. Technology is driving extreme convenience. Shep shares the innovation story about Houston Airport. People were complaining about how long it took to get the baggage. So, they gave the people a longer walk to get to the baggage claim! [26:57] Why does the book title contain the words disruption and loyalty in the same title? Learn the power of the word “always.” Shep encourages listeners to stop thinking about loyalty meaning a lifetime. Think instead about right now, what I am doing so they will come back next time. “Next time” converts to a lifetime. [29:59] Reducing friction is one of the six principles. This principle is important because customers compare you to the best service they have ever received. Tamara and Shep discuss taxi service before UBER created a friction-free experience. [35:27] Shep and Tamara talk about the benefits of using Clear screening at airports. It reduces friction in travel and provides a better experience. [37:10] Principle number 4 in Shep’s book is subscription. Shep shares the success of the Netflix subscription model. Subscriptions are a powerful way to provide convenience. [43:24] Shep was surprised at how much innovation he discovered while writing the book. He discovered a convenience store on wheels without a driver! Tamara cautions listeners that failed businesses often provide us with stepping stones. We need to look at the patterns and the trends. [46:00] One of the last chapters in the book discusses sometimes you have to stop trying to be convenient. Jeff Bezos knows when something is failing, you have to get out of it. [48:44] Shep recently wrote an article about the importance of being different, not better. Tamra and Shep discuss this truth. [50:33] Shep was surprised how many companies aren’t practicing the six ideas in his book. They aren’t thinking about the customers. Tamara and Shep discuss how the rising tide lifts all boats. Competition is good among businesses. Everybody benefits. [54:11] Connect with Shep at Hyken.com. Don’t forget to sign up for his weekly newsletter. And find Shep’s weekly videos on Shep TV. [54:44] Shep suggests that listeners complete the customer mapping project and get everyone involved in creating a better experience. [56:34] Tamara is going to explore the subscription principle. Which principle will you explore? Take the IQE Assessment today to find out how you will best innovate. If you are ready to: get buy-in from key decision makers on your next big idea be a high-impact, high-value member that ignites change foster a culture of innovation where everyone on your team is bringing innovative ideas that tackle challenges and seize opportunities... Join us on LaunchStreet — gotolaunchstreet.com Mentioned in This Episode: The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, by Shep Hyken Delta News Hub Hyken.com
In this edition of the podcast I'm really pleased to be speaking with one of the most important experts and advisors on customer experience strategy globally - Shep Hyken. Shep is a best selling author, trainer, advisor, speaker and all round expert on CX. He advises several Fortune 100 companies and has been focused on this for over 35 years now. Anyone that has searched LinkedIn or Twitter for information on CX will know Shep because he is a very active publisher. In our conversation we covered a wide range of topics from the customer journey, the changing nature of the agent job, tools that can help to improve CX, and how executives can focus on productivity in addition to improving CX. Visit Shep's website for more information: http://www.Hyken.com
Using Convenience to Disrupt the Competition written by John Jantsch read more at Duct Tape Marketing Marketing Podcast with Shep Hyken Podcast Transcript This week on the Duct Tape Marketing Podcast, I chat with Shep Hyken. He is the Chief Amazement Officer of Shepard Presentations and the author of the upcoming book The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Hyken’s previous books have been New York Times and Washington Post bestsellers. He is also a prolific speaker, having been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Hyken works with companies to revolutionize their approach to customer service and to help them build loyalty and longstanding relationships with their clients. In this episode, Hyken details the ways in which becoming the company that is most convenient to do business with can help you stand out from the competition and create lifelong customers. Questions I ask Shep Hyken: Why convenience as a revolution? Hasn’t convenience always been a good idea? How can a small business owner apply the friction reduction principles used by a giant company, like Amazon, to strengthen their company? Where can small business owners begin to look for places to unearth the potential for innovation? What you’ll learn if you give a listen: Why you’re now expected to compete with the best customer service a client’s ever received from anyone, rather than just your direct competitors How to use what your competitors are doing as a benchmark, not a goal Why looking outside your industry can help you find inspiration for innovation Key takeaways from the episode and more about Shep Hyken: Learn more about Shep Hyken Pre-order The Convenience Revolution Follow on Facebook Follow on Twitter Connect on LinkedIn Subscribe on YouTube Like this show? Click on over and give us a review on iTunes, please! This episode of the Duct Tape Marketing Podcast is brought to you by Gusto! Payroll and benefits are hard. Especially when you’re a small business. Gusto is making payroll, benefits, and HR easy for modern small businesses. You no longer have to be a big company to get great technology, great benefits, and great service to take care of your team. To help support the show, Gusto is offering our listeners an exclusive, limited-time deal. Sign up today, and you’ll get 3 months free once you run your first payroll. Just go to Gusto.com/TAPE.
Today we chat with Shep Hyken -- a world renown speaker and author on the topic of customer experience, service and client management. Shep has traveled the world speaking with crowds about customers and helping companies get a better handle on their service efforts. Shep joins the CXNation today to tell his story and give us tips and advice for growing our business through the power of customer experience! Support the show (https://cxchronicles.com/)
How will chat and chatbots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. TOP TAKEAWAYS: -Redbord shares the five rules of a customer-centric 1) Knowledge of your customer 2) Applying the knowledge 3) Listening and prioritizing 4) Execution 5) Communicating -How to use NPS (Net Promoter Score) to target your best customers, a.k.a. promoters, who are most likely to take the extra time to advocate for you. Then, create a win-win situation for your customers so you can go on the journey of mutual growth together. -Hyken and Redbord both see a trend in customer service becoming more self-service as customers become less patient and want faster access to the answers to their questions. -Redbord urges that making customers more successful is the key to business growth. -The Flywheel model, which takes the traditional business growth model and uses customers to create virality, brand amplification, and scalability. Your customers can be your best marketers and growth engines. -There are three customer-service trends that will likely happen in the future (and already are). 1) Face-to-face communication - As trust diminishes and people feel more disconnected, showing your face is going to be a big deal. 2) Chatbots - People are less patient today, they want answers now, and they expect a 24-hour presence. 3) Self-service - Is an absolute necessity, especially for small and medium-sized businesses. Learn more about your ad choices. Visit megaphone.fm/adchoices
How 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 pages as customer service platforms despite other channels; recent trend is private messaging, which significantly reduces email and chat volumes. - The next evolution in social customer service is artificial intelligence (AI), machine learning, and automation, which enable humans and bots to exist in the same conversation in a way that isn't really possible on other service channels. - According to March, private messaging is the first service channel to potentially replace phone-based customer service. Although phone AI misunderstandings can lead to awkward transitions to human representatives, messaging AI can make seamless transitions. - Hyken and March both see a trend in consumers very rapidly starting to expect a messaging option. - March urges entrepreneurs to take baby steps – don’t build a massive chat-bot; instead use machine learning to recognize and respond to the most common questions you currently receive. Automating just 25% creates a huge efficiency gain, speeds up resolution for your customers, and saves your agents a lot of hassle. Small changes can yield big returns. - March sees a future in which AI will handle routine questions, while humans will be top-tier agents who can handle complex issues that require greater access and ability to resolve them, so make sure your human messaging agents have good typing skills. About: Joshua March is Co-founder and CEO at Conversocial, provider of social customer service software for Fortune 500 companies. Marsh is also author of the forthcoming book, “Message Me, The Future of Customer Service in the Era of Social Messaging.” Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
What you'll hear: - Why he turned down an offer to return for another season with New World Symphony, how he handled the criticism...and how it fueled a larger vision - The best way to hire and enroll the caliber of musicians you need to establish a top performing ensemble - How to turn an audience into true FANS in an orchestral setting (a key ingredient if you are fundraising) - The unusual approach he took to raise money for Nu Deco at the starting line ...and much more Check out the new revolutionary tuner app DRONE TUNER on iOS. Available NOW for iPhone and iPad. Tune to REAL recorded instrument tones instead of machine-like sounds to work on intonation, sound concept and blend. The visual component of this tuner is also incredible, with a super-fast reaction time, it allows you to tune while playing a musical passage or using vibrato. It even allows you to tune chords! Get yours today: https://itunes.apple.com/us/app/drone-tuner/id1326016622?ls=1&mt=8 I want to thank Ficks Music for sponsoring Crushing Classical. When you’re looking for high quality sheet music, look no further than https://www.ficksmusic.com/discount/CRUSH Use the link above to get 10% off your order!
Miami has become the quintessential poster child for reinventing the classical music experience. A true blend of business and pleasure, there is a movement of reimagining the medium itself, as well as how audiences engage their time and money with live experiences -- including among other things, an outdoor, 4K "wallcast" with 165 speakers built into the lawn. Recorded live at the Sagamore Hotel during Art Basel week, renown composer and CEO of Nu Deco Ensemble, Sam Hyken joins Innovation Crush alongside Marte Siebenhar, VP of Audience Development at New World Symphony to discuss the triumphs, hurdles, and inspirations they've encountered on their path to success.Recorded by the SAE Institute, co-produced by the Arts & Business Council of Miami, and sponsored by Element AI.
Listen as Dave continues with Part 2 of his interview featuring guest Shep Hyken, an expert in the world of customer service.In Episode 169, Shep walks Dave through his amazing career path, and they discuss examples of great and not so great customer service experiences.Hyken has authored multiple books, while The Amazement Revolution was a USA Today and Wall Street Journal bestseller. In Part 2, Dave converses with Shep about the road to achieving his dream as becoming a Hall of Fame speaker, and the process of writing multiple books over the years.Are you using Audible yet? If not, you can get a FREE audiobook download and 30-day free trial at www.audibletrial.com/NoBS. Try a book like Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by our guest Shep Hyken. You can download it for free today. Go to Audibletrial.com/NoBS.
Shep Hyken is an author, amazer and consultant on customer service. Shep began his customer amazement at the ripe age of 12 with his magic shows and tells us how some early lessons from his parents shaped his career. We talk Amazon, Netflix, Nordstrom. Shep tells us how customer amazement is a philosophy and not a thing you just do. Packed with some great anecdotes, this is a great conversation. For more on Shep and customer amazement be sure to visit www.Hyken.com and check out Shep Hyken titles such as ‘Amaze Every Customer Every Time' The Amazement Revolution and The Cult of the Customer, all available here and listed here. Also check out Hyken.com, Shep TV and the online courses available here.
Shep Hyken is an author, amazer and consultant on customer service. Shep began his customer amazement at the ripe age of 12 with his magic shows and tells us how some early lessons from his parents shaped his career. We talk Amazon, Netflix, Nordstrom. Shep tells us how customer amazement is a philosophy and not a thing you just do. Packed with some great anecdotes, this is a great conversation. For more on Shep and customer amazement be sure to visit www.Hyken.com and check out Shep Hyken titles such as 'Amaze Every Customer Every Time' The Amazement Revolution and The Cult of the Customer, all available here and listed here. Also check out Hyken.com, Shep TV and the online courses available here. Closer IQ CEO and Founder Jordan Wan joins us to discuss how an overarching company philosophy of customer care and a service mindset drives his company to success. Closer IQ is a modern recruitment company, which matches ideal sales candidates with the right companies. Jordan focusses heavily on his own company values to drive the company to success. In this great chat Jordan tells us about how he formed the company, how he instills values and how he sees the future of sales. s.
What has turned into a successful career as an author and keynote speaker started with a birthday party magic performance as a young boy. When Shep Hyken was just 12 years old, he gave his first presentation of sorts by performing tricks in front of an audience of other kids. Years later, he would begin a full-time speaking career that tapped into much of what he did as a young magician. Shep's professional speaking career has lasted more than 30 years and provides many opportunities for teaching others who want to follow his career path. However, he warns that although professional speaking may seem like a “sexy” career, it actually isn't that glamorous most of the time. The real job isn't simply giving the speech, it's getting the speech. The real work comes from finding speaking gigs and preparing remarks to make every speech and presentation the best it has ever been. Professional speaking can be a lucrative and interesting path, but it is also extremely competitive. In order to stand out from the crowd, Shep provides the following tips: Work hard. Make it your mantra that no one will outwork you. Having a goal to make every presentation the best one creates confidence in the client and helps you prepare. Stay in one lane. Shep focuses only on customer service and doesn't cross over into other related topics. By staying on one topic, he has created a niche for himself and a strong personal brand clients know they can trust. Write books. Although this isn't as powerful as it once was, Shep says that a speaker who has written a book, especially one that has gotten good feedback, can tip the scales in his or her favor. Once a speech has been booked, preparation is key. Shep starts getting ready for a presentation six weeks or a month before the big day by deciding what to speak on and how it will flow. He then asks the client the three most important points for the audience to remember and makes sure he addresses them in the speech. From there, it's preparing his speech, putting the bullet points on a single index card, and practicing and reviewing until he doesn't even really need to use the card. He makes arrangements so that he is at the venue on time both physically and mentally so he can give his best effort to every speech. The world of professional speaking can be exciting and open doors to new opportunities, but it often requires energy, preparation, and determination to be successful. However, by following in Shep's footsteps, you can also build a strong speaking career.
To understand how some people just have an innate sense for great customer service, you need only look back at Shep Hyken’s job during college. Before Shep became a world-renown customer service expert and best-selling author, he worked at a gas station... Today, Hyken consults with many companies and teaches them how to employ this same mindset to what is becoming the ultimate competitive advantage... Hyken graciously talked with me for Episode 45 of the Focus on Customer Service Podcast. Here are some of the key moments of the interview and where to find them: 1:17 How Shep’s childhood shaped his customer service expertise today 6:38 The cost of doing business and the cost of not doing customer service well 7:45 Managing customer expectations 12:06 Are all companies in the customer service and customer experience business? 14:57 Examples of great experiences that don’t cost a lot of money 18:30 How has social media impacted customer service overall? 20:41 Customer surveys and what it means to deliver “10” service 24:46 Why companies should respond to every single comment on social media 29:05 How companies can build relationships with customers in digital channels and raise expectations for everyone else 37:35 Where is social media customer service going next?
Customer service expert, professional speaker and bestselling author Shep Hyken, helps companies and organizations who want to build loyal relationships with their customers and employees so they can have an Amazing outcome. To learn more, visit: http://Hyken.com
Customer service expert, professional speaker and bestselling author Shep Hyken, helps companies and organizations who want to build loyal relationships with their customers and employees so they can have an Amazing outcome. To learn more, visit: http://Hyken.com
This week's Small Business with Steve Strauss powered by Greatland podcast is about the importance of Customer Service. Steve interviews a customer service extraordinaire, Shep Hyken. Shep is President of the National Speakers Association, a NY Times Best Selling Author and the Chief Amazement Officer at Shepard Presentations. His newest book is Amaze Every Customer Every Time. There is also another edition of "Ask An Expert Live", where Steve takes a question from listener Richard. He brings up a great point about Customer Service in general. It's important to make sure we show appreciation for everyone, including businesses that help us.
Did you know that Weird Al's new album, Mandatory Fun, is the number one album in the U.S. right now? Weird Al has always been, well, weird, but the masses haven't caught on to what he's doing... until now. So, what changed? Weird Al did three things right with the launch of this new album that we can all learn from: 1. He leveraged the power of video by releasing an accompanying music video with each song. 2. He hasn't strayed from his wild ways, which in this age of absurdity is extremely relevant. 3. He atomized his content by releasing one song per day, instead of releasing them all at once. If you're a grammar nerd, you'll love this song called Word Crimes (parody of Blurred Lines): http://www.vevo.com/watch/weird-al-yankovic/word-crimes/USRV81400343 Today's Sprout Social shout out goes to Shep Hyken (http://twitter.com/hyken), who is the incoming president of the National Speakers Association (NSA) and a customer service expert. Read his blog and sign up for his newsletter here: http://www.hyken.com/blog/ Jay Today (http://www.convinceandconvert.com/jay-today) is a video podcast with 3-minute lessons and commentary on business, social media and digital marketing from New York Times best-selling author and venture capitalist Jay Baer. Join Jay daily for insights on trends, quick tips, observations and inspiration. The show is sponsored and produced by Candidio (http://candidio.com), a simple and affordable video production company, and Sprout Social (http://sproutsocial.com), a social media management and analytics company that Jay uses for much of his social media every day.
Guest: Cali Estes, MS, ICADC, CAP, CPT, CYT With over 18 years' experience as a Therapist, Life Coach and Wellness Coach, Cali Estes is currently serving as private practitioner working with a broad spectrum of clients. Cali has been featured on NBC Universal News for her work with Addictions and published in several journals and books with her work on ADD and Relationships. Cali's multidimensional approach focuses on getting to the underlying cause of the problem and working in the present to combat the issues by creating a safe and secure environment for her clients to learn and grow and tackle life challenges. Her unique background blend of psychotherapy, life coaching and wellness coaching allows the client to get to the underlying cause of their issues quicker, safer and produce results faster. Many families think that addiction issues are primarily related to external substances like drugs, alcohol, and, more recently, legal synthetic drugs. While this is true, addiction can also take many other forms including internet, social media, gaming, and gambling. These internal issues can be difficult for parents to understand because there are not any identified substances. On this show, we will speak with Cali Estes, the addiction coach, about different types of addiction, what behaviors signal a problem, and what parents can do help their struggling family member.
Special Needs Financial Planning: How to take care of a family member's needs with J Todd Gentry, Special Needs Financial Planner of MetLife. Caring for an individual with special needs requires special financial planning. Individuals have to find a way to integrate the family's overall planning, financial and otherwise, with their special situation. Furthermore, there are federal laws that can complicate matters and can cause individuals to lose eligibility for certain state and federal benefits so planning needs to factor in many different things.
Going to the Dogs: Transferrable Attachment and the Use of Canine Therapy to help Struggling Adolescents with Dr. Ken Huey Through “Trust of Care”, canines help students develop love, responsibility, and accountability through meeting the physical needs of canines. Students learn how to feed, water, groom, train, exercise, clean up after and, of course, play with the dogs. Through this process, kids better understand trust and emotions as they learn how to train, discipline, lead, and regulate canine behavior. This process lays the foundation of troubled teens to learn empathy, and empathy is the fertile soil where attachment and trust can grow. Furthermore, this emotion is gained experientially by working with canines--not through abstract discussion. At Change Academy Lake Ozark (CALO), treatemetn center, all students have the opportunity to bond with the canines and learn how to invest in their physical and emotional needs.Dr. Huey helped launch Change Academy Lake Ozark, a residential relational-based treatment center for troubled teens struggling with reactive attachment disorder and developmental trauma disorder. Using attachment thera
Family Recovery and the “Mother Bear” As a parent, you want to fix the things that break. If the car breaks, you fix it. If the dishwasher breaks, you fix it. If a leg is broken, you fix it. But when a family member experiences emotional or mental distress, how do you “fix” that? And is it fixable?. When a serious mental health problem occurs, parents need to have the tools to know how to respond in a productive way. Parents need to learn to accept that they may not be able to “fix” the problem, but with the right tools parents can become good supporters and assistants to the family member who's healing, and to themselves. Join Dr. Russell Hyken and his guest Lisbeth Riis Cooper as they discuss how a child's mental health issue impacts the family system and what parents can do to support their child when issues occur. Lisbeth found her inner Mother Bear when her family faced mental health challenges. After struggling for many years to find compassionate and effective support for her daughter, she decided to create a community where her daughter and many others could heal and recover.
"Fending off Eating Disorders in your children (boys & girls)" Our host Dr Russsell Hyken, family therapist, adolescent educational diagnostician Educatinal Therapeutic specialist. Today's discussion will focus on underlying issues, prevention, and signs of eatingdisorders/body image issues. Ms. Pace will also discus how to create an emotionally safe family environment to initiate discussion about health and nutrition. Ellen Sheffield Pace is a Psychotherapist in private practice in Richmond Heights. Missouri. Ellen specializes in the treatment of eating disorders and works with individuals and their families affected by this illness. Ellen's commitments in the St. Louis community include serving on the board of The Scholarship Foundation and on the Development Board of Forsyth School. Ellen is the past President of the Alumni Board at John Burroughs School. She has a BA in Art History from Middlebury College and a Masters in Social Work from Washington University
Depression, Bipolar, and ADHD: Dr Hyken and his guest will discuss how symptoms can overlap, confusion with the diagnosing these different issues, personality characteristics of each, and how to determine the proper diagnosis. Discussions about teens, young adults and the challenges they encounter. Dr Hykens first guest is "Rekha Ramanuja M.D. is a Board-Certified Psychiatrist specializing in Child and Adolescent Psychiatry at Clayton Behavioral in St. Louis, Missouri. She attended medical school at Saint Louis University before going on to complete both residency and fellowship at Barnes-Jewish Hospital and St. Louis Children's Hospital respectively. In addition to her practice at Clayton Behavioral, she works at the Bridges to Success intensive outpatient program for adolescents suffering from addiction. She also enjoys working at a children's residential care facility in Webster Groves known as Epworth Children and Family Services."
Customer experience expert and best-selling author Shep Hyken joins host Jay Ehret to discuss building amazing customer experiences through what Hyken calls "The Cult of Amazement." Topics Include: The 5 Phases of the Customer Customer Loyalty Creating "Moments of Magic" Being better-than-average The advantage of small business access Employee engagement Guest: Shep Hyken, Customer Experience Expert Complete show notes and links can be found at the official Power to the Small Business podcast website: Shep Hyken & The Cult of Customer Amazement
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