Podcasts about Shep

Filmfortsetzungen sind in der Regel nicht für ihre cineastische Qualität bekannt (Grüße gehen raus an Saw 2, falls den leider jemand gesehen haben sollte). Die Fortsetzung, die wir euch heute aber liefern, wäre sogar was für Hollywood. Erinnert ihr euch an die Geschichte der Nadine Nurasyid aus Folge 73 dieses Podcasts (hört sonst gerne nochmal rein)? Die taktvoll talentierte Trainerin hat uns damals von ihrem Aufenthalt im Rookie-Camp der Tampa Bay Buccaneers aus dem Mai berichtet (inklusive Grillabend mit Head Coach Todd Bowles). Ende der Geschichte! Ha Pustekuchen, denn jetzt kommt der Twist!!! Unsere DAZN-Expertin wurde nämlich aus heiterem Himmel zum Vorbereitungscamp der Bucs eingeladen! Als Trainerin! Um fünf Wochen lang die NFL-Stars aus Florida wie Haason Reddick oder Antoine Winfield zu coachen! Mittlerweile ist sie wieder zu Hause in Good Old Germany. Logisch, sie muss ja jetzt auch wieder auf DAZN expertieren. Bevor sie das wieder macht, haben wir sie komplett mit unseren zigtausend Fragen gelöchert: Wie war es NFL-(Trainings-)Luft zu schnuppern? Wie sah ihr Arbeitsalltag in der Bucs-Facility so aus? Bei welchen Coaches hat sie überhaupt gearbeitet? Wer ist „Shep“? Und was hat sie dieses Mal mit Head Coach Todd Bowles bequatscht? (Spoileralert: Gegrillt wurde nicht!) Und sonst so? Wir schauen auf die nächste NFL-Woche voraus. U.a. mit Fragen, die wir uns (und nicht Nadine) nach Week 1 so gestellt haben: Schaut diese Chiefs-Offensive wirklich anders als letzte Saison aus? Ja, die Bengals haben gewonnen, aber was war das denn? Werden die Packers auch über die Commanders drüberfahren? Und kennt ihr jemanden, der jemanden kennt, der in der OLine der Texans spielen könnte?

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

Paul and Shep become unhinged without Tanner to control them as they discuss AJ Lee's return, the week of AEW, and so much more!   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... 

Today is Thursday, Sept. 4, Rad and Hop talk with Brainerd cross-country head coach Dave Herath.  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.

The NBA is changing its All-Star Game format yet again, and Shep is NOT a fan.See omnystudio.com/listener for privacy information.

The NBA is changing its All-Star Game format yet again, and Shep is NOT a fan.See omnystudio.com/listener for privacy information.

Shep goes position by position to discuss whether the Lions or Packers have the better roster, and also takes a look at some questionable preseason power rankings from The Athletic... are the Lions ranked too low?See omnystudio.com/listener for privacy information.

Shep goes position by position to discuss whether the Lions or Packers have the better roster, and also takes a look at some questionable preseason power rankings from The Athletic... are the Lions ranked too low?See omnystudio.com/listener for privacy information.

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

Shep reacts to a recent NFL.com article regarding the Lions' floor and ceiling for how many wins they'll collect this season.See omnystudio.com/listener for privacy information.

Shep reacts to a recent NFL.com article regarding the Lions' floor and ceiling for how many wins they'll collect this season.See omnystudio.com/listener for privacy information.

Today is Thursday, Aug. 28, Rad and Hop talk with Brainerd head football coach Jason Freed ahead of the Warriors' Week One game against Buffalo.    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.

Tanner, Paul, and Shep give their match picks and confidence points for AEW X NJPW's Forbidden Door: London PPV taking place on Sunday, August 24th at The O2 Arena in London, England 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...

Today is Thursday, Aug. 21, Rad and Hop talk girls' tennis with head coach Garrett Goeden.  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.

With the announcement that Sergei Federov's No. 91 will be retired by the Red Wings, teammate and fellow Hall of Famer Larry Murphy joins Shep to look back on Federov's decorated career.See omnystudio.com/listener for privacy information.

AI, IVR, and the Human Touch in Contact Centers  Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why do many customers still prefer voice support over digital self-service or AI solutions?  What percentage of customers are likely to leave a company after a negative experience with automated phone systems?  How can companies use technology to detect and resolve customer service issues in real time?  Why is it important for companies to offer both digital and human support options?  What role does artificial intelligence play in modern customer support?  Top Takeaways:    The customer experience begins the moment you first attempt to communicate with a business, whether  through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning.   Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.   No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.   Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.   Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.   Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.   Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in! Quote:   "Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can."  About:    Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.  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

Shep takes a look at a hypothetical deal between the Lions and Cincinnati Bengals to get Trey Hendrickson to Detroit.See omnystudio.com/listener for privacy information.

Madonna Remixed (with interviews)Originally published as Episode #208 Everybody (Dub & Vocal)Borderline (Dub & Vocal)Lucky Star (New Mix)Open Your Heart (Extended Version)Express Yourself (Non Stop Express & Shep's Remix)Vogue (Bette Davis Dub)Music (Groove Armada)Ray of Light (Litemakr Guitar Mix)Shanti AshtangiI'll Remember (Guerilla Beach Mix)La Isla Bonita (Extended Remix)Keep It Together (12" Remix) 4 Minutes To Save The World (ft. JT & Timbaland)The Beat Goes On (ft. Kanye)Live To Tell (Epic Extended Version)Recorded 8/18/18 Time 75:00Interviews:The Tonight Show with Johnny Carson 1987https://www.youtube.com/watch?v=_CBCyHZsScoCNN interview w/Larry King 1999https://www.youtube.com/watch?v=5xaiN9cHDAI

Tanner and Shep discuss Adam Copeland and Christian Cage finally reuniting, Hook re signing with AEW, Ace Austin signing with AEW, an injury update on Eddie Kingston, the Forbidden Door card, and more! Buy Kicking Out Podcast Merch:  https://www.kickingoutshop.com/ Pro Wrestling Tees: https://www.prowrestlingtees.com/kick... 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 

In this episode of PAC Talk, Piet sits down with longtime friend and first-ever PAC coach, Shepherd Tate. From his early CrossFit days in Memphis to becoming Head Coach at Pharos Athletic Club, Shep shares the journey, lessons, and philosophy that shape his approach to programming, coaching, and community building. They dive into the evolution of PAC's training model, the importance of progressive overload, injury recovery insights, and how the 30-60-90 plan keeps members engaged and improving. Plus, a preview of the upcoming Monster Meet and why PAC's long-term programming stands apart from the quick-fix fitness trend.Connect with ShepherdInstagramWelcome to the Pac, please make sure you subscribe wherever you are listening to this show and if you loved this show please leave us a 5 star review in the iTunes store. It is the currency of podcasts and it really goes along in helping us grow our show.If you are in Southern California come train with us Echo ParkRedondo BeachIdyllwildPalm SpringsFollow Pharos, Piet and Emylee on Instagram for more fitness related content. Hosted on Acast. See acast.com/privacy for more information.

Today is Thursday, Aug. 14, Rad and Hop welcome the new season with Ty Nelson, who is headed to South Dakota State University for Track and Field. 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.

David Shepard filling in. | Jordan Love has a procedure on his non-throwing hand. | Shep on the Colts QB situation | Shep takes your calls! | MLB trivia and the Chargers lose a key piece of their team. |

David Shepard filling in. | Why Aaron Glenn will set the right culture for the New York Jets. | Mike Vrabel has big expectations for the Patriots. | Shep gets fan mail. | Shep believes the Brewers will make a deep postseason. |

David Shepard filling in. | Shep on the Texas and Ohio State game in week one of the college football season. | The Seattle Mariners are rolling in the AL and Pete Alonso sets a Mets record. | This Day in Sports History. |

David Shepard filling in. | The MLB is having a historical season with relation to 50+ homers. | Shep gets an answer to his MLB trivia question. | Pete Alonso is the Mets new HR leader. | Does the AFC West have the best collection of head coaches in NFL history? | The Brewers are on track to win 11 straight. |

We were real close to having the All Girl Panel the Old Man and Eric have been wanting. We had HannyJ, LunarLina, LeeAnn and Amber May on the Panel along with Russ, Shep, Inspire and Torres. In Hockey terms we had a 4 on 4 Power Play!!! A full Call-In Panel and full chatroom was exciting!!! We covered a lot of topic's, had a lot of good conversation and a TON of GOOD TIMES!!!!! TOMORROW, Eric gives us the April Trivia Question and you will have a week to email in your answers for that $75 GFD Gift Card. Email to: theoldmanspodcast@gmail.com.  Have a Good Day, remember Today is a Good Day for a GREAT DAY!!! Later Gators!!   Get everything you need to start your own successful podcast on Podbean here: https://www.podbean.com/tomspodcastPBFree   Visit our webpage where you can catch up on Current / Past Episodes and read Shonda's Blogs! www.theoldmanspodcast.com      Contact us with Email at: theoldmanspodcast@gmail.com   Follow us on: Facebook: The Old Man's Podcast @TheOldManOnPodbean Twitter: The Old Man's Podcast. @TheOldMansPodc1   Check into Podcast Overlord on Twitter and at https://overlordshop.com/store to see how they can help get your Podcast footprint on twitter to grow.

Transforming Transactional Employees to Loyal Teams  Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is swift trust?  How does internal company culture influence customer experience?  How can leaders build a followership? Why is trust important for employee engagement and customer satisfaction in virtual teams?  How can organizations recreate the benefits of in-office culture for remote teams?  Top Takeaways:    Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren't together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person.  Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don't have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships.  Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they're more likely to treat customers well.  In an office, great leaders can "work the room" and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.   The number one indicator of trust in leadership is online availability. Seeing a manager's green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office's "open door" policy, as it allows employees to reach out and get help even when they are not in the same location.  "Followership" is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates.  When employees are scattered around the world, they still need to feel like they're part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.   Plus, Shep and Tim talk about what is causing the "attention battle" in teams and how to win it effectively. Tune in!  Quote:   "The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It's the closest thing to human touch we can find in a remote setting."  About:    Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution.    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

David Shepard filling in. | Shep on the AP CFB Top 25. | Why Cam Ward will have a great rookie season despite the Titans bad track record with quarterbacks. | Tom Brady is honored with a statue by the Patriots. | Why was Eli Manning not elected to Canton this year? |

David Shepard filling in. | Shedeur Sanders proved a lot of people wrong including other NFL GMs. | Shep takes your calls on Shedeur Sanders. | Jaxson Dart has a pretty good NFL debut. | Is Brian Daboll on the hot seat? |

David Shepard filling in. | Shep takes your calls on the Brewers and Eli Manning | Justin Fields has a good first game with the Jets. | Your calls! |

This time Kevin brings Chris and returning brother Ian a seemingly forgotten entry in the canon of the recently departed Hulk Hogan / Hollywood Hulkster, not to mention Christopher Lloyd and Shelley Duvall: Suburban Commando! Terry plays a commando alien named Shep who's stuck in the Valley, Christopher Lloyd is the feckless architect who takes him in. It's a tale as old as time! Technical issues mean some of the audio is less than uh...hulkamaniacal, recommend listening on increased speed to minimize that.

Turning Customer Data into Customer-Centric Decisions  Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does data-driven decision-making improve customer service?  Why is it important to understand the reasons behind customer decisions and behavior?  How can organizations effectively gather and utilize customer feedback to improve service?  How can businesses identify gaps in the customer journey using research and analytics?  What is the "cycle of success" framework in customer experience management?  Top Takeaways:    When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers' behavior and collecting their feedback gives you better odds of providing the best experience for them.   Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.   Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem.  Traditional surveys can give you some feedback, but they don't always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.   Collecting feedback is great, but it's only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.   Good research starts with good questions. Before collecting feedback, it's better to understand the specific problem or question you're trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.   Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone.  Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in!  Quote:   "Do you know why your customers are making the decisions that they make? Understanding the 'why' behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business."  About:     Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes.    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