Podcasts about Shep

Transforming Ordinary Customer Moments into the 'Best Day Ever'  Shep interviews Steve Spangler, Emmy award-winning television host, STEM educator, and bestselling author. He talks about his new book, The Engagement Effect, and how leaders, teachers, and businesses can create powerful, engaging experiences that ignite emotional connections, build trust, and inspire action.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can leaders create more engaging experiences for their customers and employees?  How can emotional and intellectual connections drive stronger customer loyalty?  Why is it important for businesses to treat engagement as an experiment rather than a fixed process?  How can leaders and managers inspire employees to deliver exceptional customer service?  How can companies operationalize the "best day ever" experience for both customers and team members?  Top Takeaways:    Engagement is about creating experiences, not transactions. Create an experience that connects emotionally and intellectually with your customers by making them feel involved and valued.   Treat engagement as an experiment. Try new things, see what works, and don't be afraid to fail or make changes. When leaders create a culture where it's okay to try and sometimes fail, employees feel more comfortable contributing and taking risks.   The way you treat your employees and customers shapes their experiences and loyalty. Positive experiences lead to better engagement, while negative ones can create lasting disengagement.  It's not enough to have a great product. What elevates your brand is how you present it. What creates a loyal following is getting people excited, curious, and the desire to be involved.  Allow your customers to help craft their experience. Sometimes, your customers will create powerful moments themselves, and your job is to set the stage and then step back. Invite feedback and participation. Pay attention to what they find most meaningful and operationalize it so that it becomes a part of the typical experience.  Approach leadership with a teacher's mindset. The best leaders don't just tell people what to do. They inspire, guide, and help others discover answers for themselves.  Plus, hear how Steve's viral Mentos-and-Diet-Coke experiments, Chewy.com's famous pet owner story, and more real-world examples bring the engagement effect to life. Tune in!  Quote:   "The engagement effect is when you emotionally and intellectually connect to an experience, and it makes the customer move forward with an action."    About:    Steve Spangler is an Emmy award-winning TV host, STEM educator, and bestselling author. He is known for making science unforgettable through TV, social media, and live demonstrations. With over 4.3 billion video views and years on DIY Sci and The Ellen DeGeneres Show, he has inspired millions worldwide. His latest book, The Engagement Effect: Cultivating Experiences that Ignite Connection, Build Trust, and Inspire Action, is out now.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Durante cinco años y medio estuvo haciendo lo mismo. Cada vez que llegaba el tren a la estación, iba a esperar a los pasajeros. No necesitaba leer los horarios. No le importaba ni el calor tórrido del verano ni el frío gélido del invierno. Cuatro veces al día, con cada tren que llegaba, ya fuera del norte o del sur, iba y esperaba pacientemente en el andén. Era un perro, un perro pastor alemán. Tiempo atrás se habían llevado, en tren, el cadáver de su amo, y desde entonces Shep, que era el nombre del perro, había ido a esperarlo a la estación a ver si volvía. Viejo ya, un día calculó mal sus pasos y lo arrolló un tren. Esto ocurrió en un pequeño pueblo de Canadá en 1942. Muchos años después, el pueblo aún celebraba al perro pastor alemán, Shep. Lo llamaban «ejemplo de fidelidad.» La fidelidad no sólo es una gran virtud, sino que es además indispensable para el desenvolvimiento correcto de la vida diaria. Supongamos que el reloj despertador no nos es fiel, y en vez de llamarnos a las seis de la mañana nos deja dormir hasta las nueve, y perdemos un importante negocio. ¿Qué si la pastilla de aspirina, el gran remedio universal, no nos es fiel, y en vez de quitarnos el dolor de cabeza nos provoca fuerte hemorragia gástrica? ¿O qué si nuestro banquero no nos es fiel, y de repente desaparece con todo el dinero que tenemos en el banco? Desgracias indecibles ocurren cuando hay falta de fidelidad. Un ejemplo clásico se da cuando el marido le es infiel a la esposa, o cuando la esposa le es infiel al marido. Todo el hogar se hunde en la desgracia. Los dolores más grandes del corazón los provoca la infidelidad conyugal. Lo cierto es que la sociedad entera depende de que haya fidelidad en todo. ¿Y qué de lo espiritual? ¿Qué sería de este mundo si el hombre no le fuera fiel a su Dios? La respuesta es muy evidente. La desgracia de familias destruidas, de esposos y esposas infieles, de hijos abandonados y de vidas deshechas es prueba suficiente de lo que es este mundo cuando el hombre no le es fiel a su Dios. Sin embargo, la Biblia nos dice acerca de Dios que «si somos infieles, él sigue siendo fiel, ya que no puede negarse a sí mismo» (2 Timoteo 2:13). Cristo es fiel aun cuando nosotros no lo somos. En Él podemos encontrar un seguro y fiel Salvador, Uno que no falla, que no engaña, que no desilusiona y que no fracasa. Él es el Salvador que todos necesitamos en estos tiempos de cruda infidelidad. Hermano PabloUn Mensaje a la Concienciawww.conciencia.net

Dave Shepard filling in. | Shep on the horrible season that Bill Belichick is having. | Shep takes your calls. | Shep on Thursday Night Football and the NFC East. |

David Shepard filling in. | Shep says don't place the blame on Aaron Judge for the Yankees loss. | Shep says Aaron Boone is a good manager for the Yankees. | Shep on the NBA's preseason award winners predictions. | SiriusXM Host Gerald Brown joins Shep to talk all things NBA! |

David Shepard filling in. | Shep on the Blue Jays victory over the New York Yankees in the ALDS. | Shep on Vladdy's dominance and chances to make the world series. | Shep on the MLB Playoffs. | Bryan DeArda from CBS Sports joins Shep to talk all things NFL! |

Dave Shepard filling in. | Shep on if the Browns are treating Shedeur Sanders right. | Shep and Marco Balletti go at it over Aaron Boone's job status. | This Day in Sports History. |

David Shepard filling in | Gerald Brown joins Shep to talk all of the NBA headlines!

David Shepard filling in | Bryan DeArda joins Shep to talk all things NFL!

Patricia Altschul steps Behind The Rope.  The Matriarch, Grand Dame, Socialite Extraordinaire from Southern Charm is here to mention it all!! In true Patricia fashion, she does not hold back.  We deep dive all that is Southern Charm past, present and future.  Patricia reminisces on early seasons, cast mates past - good or bad a la Cameran, Naomie, T-Rav & Kathryn, who she would like back, who she would never like back and who she asked for back which has left producers and Bravo honchos completely speechless.  Patricia talks the boys - Craig, Austen and Shep, discusses Paige DeSorbo, shares her hot takes on recent seasons and so very much more.  Patricia reveals her harsh advice for Kathryn Dennis, discusses the rumors of Kathyrn's hit and run and offers's relationship advice for many of Southern Charm's single residents.  Finally, Patricia breaks down what the future of Southern Charm looks like. Thanks Miss Patricia. Part II starts now. @pataltschul @behindvelvetrope @davidyontef BONUS & AD FREE EPISODES Available at - www.patreon.com/behindthevelvetrope  BROUGHT TO YOU BY: INDEED - indeed.com/velvet (Seventy Five Dollar $75 Sponsored Job Credit To Get Your Jobs More Visibility) MOOD - www.mood.com/velvet (20% Off With Code Velvet on Federally Legal THC Shipped Right To Your Door) ADVERTISING INQUIRIES - Please contact David@advertising-execs.com MERCH Available at - https://www.teepublic.com/stores/behind-the-velvet-rope?ref_id=13198 Learn more about your ad choices. Visit megaphone.fm/adchoices

Shepard Ambellas Show featuring investigative journalist Shepard Ambellas and special guest Mouse Mouse as they unravel a chilling convergence of events! With interstellar comet 3I/ATLAS—discovered months ago by the ATLAS system in Chile—nearing visibility to backyard astronomers, its massive 33-billion-ton frame, cloaked in a mysterious carbon dioxide fog and blazing at 58 km/s, raises questions of cosmic significance. Is it a natural wonder or something more? Meanwhile, Defense Secretary Pete Hegseth has summoned hundreds of top generals and admirals to a clandestine meeting at Quantico, Virginia, inside the newly rebranded Department of War. Whispers of mass firings, fitness purges, or a briefing on the comet's deeper implications swirl, but Shep and Mouse dive into the real question: Could this spark global conflict, dragging war onto American soil? From proxy battles in the Middle East and Pacific to potential betrayals at home, they'll decode the signals, expose hidden agendas, and reveal what's coming next. Subscribe, hit the notification bell, and join the live chat to share your theories on this cosmic countdown!All links here. https://linktr.ee/shepardambellas#3IATLAS #DepartmentOfWar #ShepardAmbellas #MouseMouse #ConspiracyUnraveledSupport this podcast at — https://redcircle.com/the-shepard-ambellas-show/donationsAdvertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

David Shepard filling in. | A good ole Red Sox vs Yankees matchup is entertaining. | Shep on Tarik Skubal's dominance over the Guardians. | Shep on the Cubs big win over the Padres. |

David Shepard filling in. | Shep on the MLB Playoffs. | Shep on the two Monday Night Football games. | The Yankees are stuck with a loser team. | Shep on the aces dominating around the MLB. |

David Shepard filling in. | Shep on the Reds vs. Dodgers Wildcard . | Caitlin Clark transcends the WNBA. | Shep on the stories around the NFL. | Why is Bruce Bochy out in Texas? |

David Shepard filling in. | Shep on the futures of the Dolphins and Jets after Monday Night Football. | Shep takes your calls on the MLB postseason. | Napheesa Collier rips the WNBA and their commissioner. |

Patricia Altschul steps Behind The Rope.  The Matriarch, Grand Dame, Socialite Extraordinaire from Southern Charm is here to mention it all!! In true Patricia fashion, she does not hold back.  We deep dive all that is Southern Charm past, present and future.  Patricia reminisces on early seasons, cast mates past - good or bad a la Cameran, Naomie, T-Rav & Kathryn, who she would like back, who she would never like back and who she asked for back which has left producers and Bravo honchos completely speechless.  Patricia talks the boys - Craig, Austen and Shep, discusses Paige DeSorbo, shares her hot takes on recent seasons and so very much more.  Patricia reveals her harsh advice for Kathryn Dennis, discusses the rumors of Kathyrn's hit and run and offers's relationship advice for many of Southern Charm's single residents.  Finally, Patricia breaks down what the future of Southern Charm looks like. Thanks Miss Patricia. @pataltschul @behindvelvetrope @davidyontef BONUS & AD FREE EPISODES Available at - www.patreon.com/behindthevelvetrope  BROUGHT TO YOU BY: THEREALREAL - therealreal.com/velvetrope (Get $25 Off At the Best Place To Shop Authenticated Luxury Bags, Clothing, Watches & more) MOOD - www.mood.com/velvet (20% Off With Code Velvet on Federally Legal THC Shipped Right To Your Door) ADVERTISING INQUIRIES - Please contact David@advertising-execs.com MERCH Available at - https://www.teepublic.com/stores/behind-the-velvet-rope?ref_id=13198 Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs' Veterans Health Administration (VHA).Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.The conversation explores how SHEP:Uses surveys to capture veterans' experiences across all types of careAnalyzes data to highlight what's working well and pinpoint opportunities for improvementLeverages automation and monthly reports to deliver fast, actionable insightsThey also share what's ahead for the program, including:Enabling veterans to complete surveys directly from their phonesComparing VA care to community care to better understand the full patient journeyExploring AI and natural language processing for deeper analysisProviding training to staff on turning feedback into meaningful actionAt its core, SHEP's mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

Shep and Trent present their "Heroes and Heels" from the sports weekend.See omnystudio.com/listener for privacy information.

Once per quarter, BUILD Coaching Company hosts The Underground Huddle – an interview with a prominent leader in sports or business with BUILD clients and other select guests present. All attendees live our mission to build an army of Disciplined Leaders and share our vision to be a resource for and a connector of current and aspiring leaders in small business, sports, and other areas of life. For the 15th Underground Huddle, our guest was Caleb Kimbrough, the head basketball coach at Hampden-Sydney College and a current client of ours at BUILD. Now entering his seventh season as head coach, Coach Kimbrough has led his team to three straight 20-win seasons. Two years ago, the Tigers posted a 31-3 record and made it to the national championship game in the Division III tournament. With multiple championships, All-Americans, records, and coach of the year awards to his name, Coach Kimbrough is the definition of a Disciplined Leader. Not because of the accolades, but because he prioritizes the most important things in his life: his wife, Marlee, and his three children, Nash, Shep, and Rae O'Grady.  

Lions analyst Rob Rubick joins the show for our weekly "What's Brewing?" chat presented by Ferris Coffee Co. Rubick and Shep recap the Lions' masterclass on Monday Night Football in a 38-30 win over the Ravens, and look ahead to the Browns and their stout defense coming into town this weekend.See omnystudio.com/listener for privacy information.

Today is Thursday, Sept. 25, Rad and Hop talk to Joel Clough about a variety of topics. Featuring Conrad Engstrom and Wade Haapajoki, Dispatch Sports Wrap with Rad and Hop is a product of Forum Communications Co. and is brought to you by TeeHive, Shannon's Auto Body, Rafferty's Pizza, Shep's on 6th, Range Printing, Randall State Bank and the sports department at the Brainerd Dispatch. Find more sports coverage throughout the day at BrainerdDispatch.com.

Shep reacts to the Tigers' loss on Wednesday to the Guardians, giving Cleveland the sole lead of the AL Central division.See omnystudio.com/listener for privacy information.

David Shepard filling in. | Shep says Lamar Jackson will prove why he deserved the MVP last season when he faces the Lions. | Why is Kyler Murray a starting QB? | Shep takes your calls! | Clayton Kershaw has his last hurrah at Dodger Stadium. |

David Shepard filling in. | Cal Raleigh continues to have a historical season. | Shep on the what-if factor of Mike Trout and Giancarlo Stanton. | This Day in Sports History. |

David Shepard filling in. | Shep on the shocking news that Bruce Pearl is stepping down as Auburn head coach. | Shep takes your calls! | The Niners lose Nick Bosa for the season. |

Shep opens a Tuesday show with three straight segments packed with Lions talk, as Dan Campbell's squad scored in all four quarters to take down Lamar Jackson and the Ravens in a road, primetime matchup.See omnystudio.com/listener for privacy information.

Tanner and Shep give their thoughts and reactions to Saturday's AEW All Out PPV! Subscribe to the Kicking Out Podcast YouTube Channel: https://www.youtube.com/channel/UCYDKPnB38xwC4UM_cPq95hw Follow Kicking Out Podcast on X: https://www.twitter.com/kickingoutpod Follow Tanner on X: @TannerLee92 https://twitter.com/TannerLee92 Follow Paul on X: @PaulZartman87 https://twitter.com/PaulZartman87 Follow Shep on X: @THESHEP27 https://twitter.com/THESHEP27 Follow Kicking Out Podcast on Instagram: https://www.instagram.com/kickingoutpod Like Kicking Out Podcast on Facebook: https://www.facebook.com/KickingOutPod Buy Kicking Out Podcast Merch: https://www.kickingoutshop.com/ Pro Wrestling Tees: https://www.prowrestlingtees.com/kickingoutpodcast

Tanner, Paul (via send in), and Shep (via send in), give their match picks and confidence points for AEW's All Out PPV taking place on Saturday, September 20th at the Scotiabank Arena in Toronto, Ontario, Canada Subscribe to the Kicking Out Podcast YouTube Channel: https://www.youtube.com/channel/UCYDKPnB38xwC4UM_cPq95hw Follow Kicking Out Podcast on X: https://www.twitter.com/kickingoutpod Follow Tanner on X: @TannerLee92 https://twitter.com/TannerLee92 Follow Paul on X: @PaulZartman87 https://twitter.com/PaulZartman87 Follow Shep on X: @THESHEP27 https://twitter.com/THESHEP27 Follow Kicking Out Podcast on Instagram: https://www.instagram.com/kickingoutpod Like Kicking Out Podcast on Facebook: https://www.facebook.com/KickingOutPod Buy Kicking Out Podcast Merch: https://www.kickingoutshop.com/ Pro Wrestling Tees: https://www.prowrestlingtees.com/kick... 

Rob Rubick joins the show for our weekly "What's Brewing?" segment, as Rubes and Shep break down the Lions' dominant win over the Chicago Bears and look ahead to a steep challenge on the road against the Baltimore Ravens.See omnystudio.com/listener for privacy information.

Today is Thursday, Sept. 18, Rad and Hop talk to Hubbard Radio Brainerd Sports Director Logan Veo about all things Warrior sports.  Featuring Conrad Engstrom and Wade Haapajoki, Dispatch Sports Wrap with Rad and Hop is a product of Forum Communications Co. and is brought to you by TeeHive, Shannon's Auto Body, Rafferty's Pizza, Shep's on 6th, Range Printing, Randall State Bank and the sports department at the Brainerd Dispatch.  Find more sports coverage throughout the day at BrainerdDispatch.com.

Shep reacts to Colin Cowherd's take that Jim Harbaugh might be the greatest football coach of all time.See omnystudio.com/listener for privacy information.

The Five Customer-Centric Strategies  Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes a successful customer experience strategy?  What are the main reasons companies struggle to meet customer expectations in today's marketplace?  How can businesses identify and close the gap between perceived and actual customer experience?  How can companies effectively gather deep, meaningful feedback from their customers?  How does technology create distance between companies and their customers, and what can they do to overcome it?  Top Takeaways:    Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service.  Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry.  To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.   Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.   Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience.  Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage.  Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand.  Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly.  Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments.  Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer.  Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in!  Quote:   "There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation."   About:     Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Mike and Jesse are joined by Jason Shepherd of Shep's Cards to discuss the crashing NFL quarterback market after Week 2 of the season. Brock Purdy Joe Burrow, Trevor Lawrence, and Bo Nix are all trending down while it's probably a good time to hold onto Justin Herbert and Jordan Love. Is Mac Jones actually trending up? Probably not. Plus, the guys answer mailbag questions including the best ways to move low-end cards, thoughts on Topps Chrome Baseball MVP buy-backs, which five NBA players would be ideal to start your basketball collection with, and how hard it is (or isn't) to own a local card shop. Learn more about your ad choices. Visit megaphone.fm/adchoices

Paul and Shep are back with more of their shenanigans as they discuss Daniel Garcia joining the Death Riders, talk some football, baseball, comment on the WrestleMania announcement, and much more as the road to AEW All Out rolls on! Subscribe to the Kicking Out Podcast YouTube Channel: https://www.youtube.com/channel/UCYDKPnB38xwC4UM_cPq95hw Follow Kicking Out Podcast on X: https://www.twitter.com/kickingoutpod Follow Tanner on X: @TannerLee92 https://twitter.com/TannerLee92 Follow Paul on X: @PaulZartman87 https://twitter.com/PaulZartman87 Follow Shep on X: @THESHEP27 https://twitter.com/THESHEP27 Follow Kicking Out Podcast on Instagram: https://www.instagram.com/kickingoutpod Like Kicking Out Podcast on Facebook: https://www.facebook.com/KickingOutPod Buy Kicking Out Podcast Merch: https://www.kickingoutshop.com/ Pro Wrestling Tees: https://www.prowrestlingtees.com/kick... 

Community, Loyalty, and Human Touch in Customer Experience  Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes loyalty programs appealing to Gen Z customers?  How does Gen Z's approach to customer loyalty differ from previous generations?  Why is it important for brands to focus on building community within their loyalty programs?  How does personalized service contribute to repeat business and customer loyalty?  Why should companies continuously evolve their loyalty programs for new generations?  Top Takeaways:    Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.  Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.   While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.  It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.  Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.   Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.  When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.  Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.  Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!  Quote:   "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works."    About:    Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

When a listener writes in suggesting Thomas, Emily, and Shep do an episode about "nothing," the trio try hard to come up with a suitable and original idea.References and TranscriptSubscribe to the show:Apple PodcastsSpotifyRSSConnect with us:FacebookInstagramBlueskyMastodonThreadsDiscord

In this episode of the Savvy Dentist Podcast, Jesse Green sits down with Shep Hyken, a world-renowned expert on customer experience and service. Shep is an award-winning keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author of eight books, including I'll Be Back: How to Get Customers to Come Back Again and Again. Shep has worked with some of the world's most iconic brands - from Disney to Lexus to the Four Seasons - helping them create exceptional experiences that build loyalty.In this conversation, Shep unpacks the difference between customer satisfaction and loyalty, the role of technology in modern experiences, and how dental practices can borrow strategies from other industries to keep patients coming back again and again. In this episode:[01:13] Why great customer experiences are still so rare and what businesses get wrong[05:08] A dental example of how digitisation can improve patient experience[06:57] Why so many people avoid calling customer support - and what that means for your practice[10:45] Retention vs loyalty: what really makes patients come back[13:27] Why satisfaction isn't enough and how to create an emotional connection with patients[15:37] The power of small human touches that create lasting loyalty[19:12] Why every team member is an ambassador for the customer experience[24:03] The role of technology, AI, and chatbots in creating seamless patient experiences[34:28] Shep's favourite customer experiences and what every dental practice can learn from them. Links and Resources:Shep Hyken WebsiteShep Hyken on LinkedInShep TV on YouTubeShep Hyken on FacebookJoin the free Savvy Dentist Facebook GroupFollow Dr Jesse Green on LinkedInVisit Savvy Dentist websiteMentioned in this episode:Mid Roll Ad PM Masterclass 2025Click on the link below to find out more about the Practice Manager Masterclass here. PM-Masterclass Sept 25

Cultivating Trust and Loyalty in the Age of AI   Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is human-centric AI?  How can companies find the right balance between automation and personal customer interactions?  What are the biggest risks of over-automating customer support processes?  Why do so many AI projects in customer service fail?  How can organizations manage change effectively when implementing AI-driven solutions for customer experience?  Top Takeaways:    Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers.  Don't jump into new technology just because it's trendy. Don't use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like.  Over-automation can hurt customer service. It's easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed.  AI, just like humans, can make mistakes. Whether it's providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving.  Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience  AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.   Plus, Shep and Nick talk about why it's crucial to stay flexible and keep evolving with technology. Tune in!  Quote:   "Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, 'We want AI,' but if you don't clearly define what that means, it might not deliver the results you want."  About:     Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices