Podcast appearances and mentions of shep hyken

The Four Pillars of a Known and Trusted Brand  Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is building trust important in business?  How to get more customers?  How can businesses stand out at the beginning of the buyer's journey?  Why is it important for businesses to adapt to buyers' changing behaviors and needs?  How has the shift to online research influenced how businesses approach customer interactions?  Top Takeaways:    The more you know what your customers want, the better you can serve them. Your customers' questions help you understand what they want, including their fears and concerns.     Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience.    Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers.    Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business.    Marcus shares The Four Pillars of a Known and Trusted Brand:    Pillar #1. You've got to be willing to talk about what others in your industry aren't willing to talk about.  Pillar #2. You've got to be willing to show what others in your space aren't willing to show.   Pillar #3. You've got to be willing to sell in a way that nobody's willing to sell.   Pillar #4. You've got to be more human in this time of AI and technology.    Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in!  Quote:   "80% of the buyer's journey is done before they fill out that form on your website or call you. If you want to win during that period, you can't be like everyone else."      About:    Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, is now available on Amazon.    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

Send us a textIn the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support, Shep's latest research reveals a promising shift: 50% of consumers have successfully resolved issues with AI-driven support. But there's a catch—another 50% report being misled by AI.That duality sets the stage for Shep's deeper message: AI must offer convenience without creating confusion. The brands that win will be those who design seamless handoffs to humans when bots fall short, and those who tailor support channels based on customer demographics. Shep emphasizes that CX isn't about chasing tech trends—it's about knowing your customer and building trust at every touchpoint.He introduces a key fear hindering AI adoption: not FOMO (fear of missing out), but FOMU—fear of messing up. Many organizations hesitate to modernize due to sunk costs in legacy tech or risk aversion among leadership. But as Shep points out, the true risk is falling behind the expectations set by the best experiences customers have had—regardless of industry.As a bonus, Shep shares where to find his expansive research, including his 2025 State of Customer Service and CX report, freely available at https://hyken.com/research/.This episode is essential for any business leader looking to leverage AI wisely and responsibly in the age of customer experience.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels between sleight-of-hand and customer loyalty while unpacking game-changing insights from his CX research.Detailed Analysis: Kevin Metzger and Roman Trebon dive deep with customer service guru Shep Hyken, and this time it's all about one powerful word: convenience. Drawing from his acclaimed book The Convenience Revolution and the 2025 State of Customer Service and CX report, Shep lays out how brands can make price less relevant by making the customer experience more effortless. And no, that doesn't mean grand gestures—it means smart, consistent, and friction-free experiences.Key insight? A whopping 59% of consumers are willing to pay more for a better experience, but especially for one that's more convenient. Case in point: Shep shares a brilliant Wall Street Journal case study showing how simplifying subscription forms led to a measurable increase in conversions. The takeaway? Every unnecessary field is a friction point that erodes revenue.Shep also explores how the pandemic accelerated customer expectations for convenience—a trend that is here to stay. He uses real-life examples, including Amazon and even a local car dealership in St. Louis, to prove that making things easy builds loyalty that price alone can't buy.And if you thought this was all business, think again. Shep opens the episode with a personal twist—his love for guitar, magic, and Ayn Rand's The Fountainhead, weaving them seamlessly into his customer service philosophy.Don't miss this episode if you're in customer success, support, or CX leadership. For more context and deeper insights, explore Shep's full CX research at https://hyken.com/research/.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Building Emotional Connections and Customer Loyalty  Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is hospitality mentality?  What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)?  Why is emotional connection important in business?  What lessons can businesses learn from the hospitality industry?  How can businesses identify candidates with a natural aptitude for delivering exceptional customer service?  Top Takeaways:    The “hospitality mentality" is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer's experience from good to amazing.     Customer service is not just about technical execution. Customers resonate with the "soft side" of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back.     An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer's emotional needs, you can generate repeat business and nurture loyalty within your customer base.    Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences.      Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience.    Kindness can be the golden rule in any industry. It's a simple yet overlooked way to enhance customer and employee interactions and build loyalty.     Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team's performance. It improves employee morale and connects with customers, making everyone feel appreciated and special.    Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in!  Quote:   "If you've worked in a restaurant, you can work anywhere."    About:    Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'.    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

Send us a textGet ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trumps heroics, and the one word that defines customer loyalty.Detailed Analysis: In this lively and enlightening conversation, Kevin Metzger and Roman Trebon sit down with renowned speaker and author Shep Hyken to unpack the shifting expectations shaping the future of customer service. Shep's insights challenge the outdated belief that "satisfactory" is good enough. Spoiler alert: it's not. According to his report, 27% of customers say they'll start looking elsewhere if a company only delivers a satisfactory experience. In his words, "Fine is the F-bomb of customer experience."But what does it take to rise above "fine"? Shep doesn't just point to grand gestures; instead, he emphasizes the power of small, consistent actions. Whether it's using a customer's name or always being helpful and approachable, it's about showing up reliably and slightly exceeding expectations. Shep shares how legendary brands like Ritz-Carlton win not by going over the top, but by being just 10% better than average—consistently. That 3.3 on a 5-point scale? That's where magic lives.This episode is packed with actionable gems for anyone in customer success, support, or CX leadership. If you're looking to fine-tune your 2025 customer strategy, Shep delivers the roadmap with charm, clarity, and a touch of humor.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Designing Effortless Customer Experiences  Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes an "unbreakable" customer relationship, and how can companies achieve it?  What are the key components of a tailored customer experience strategy?  How does digital transformation impact customer experience?  What common mistakes do businesses make in providing effortless customer experiences?  How can proactive communication improve customer satisfaction?  Top Takeaways:    Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It's about being knowledgeable, reliable, and meeting customer expectations.     Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.     Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.     Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.     One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.     Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask.    Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in!  Quote:   "Because many customer experiences are now digital, you're not just competing with others in your industry. You're up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations."    About:    Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers.      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

How to Overcome Mediocrity in Business and Customer Service  Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses avoid settling into mediocrity in customer service?  What role does humility play in improving a business's customer experience?  What is the innovator's dilemma?  How can companies ensure they are accurately measuring their customer experience?  How does the concept of a 'success trap' affect a company's customer service?  Top Takeaways:    Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.     The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for 'average' performance.    Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take "big bets" that lead to breakthroughs.    Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone.    Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent.    Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.     Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in!  Quote:   "I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive."       About:    John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)     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

How AI Can Make Customer Service Seamless and Effortless  Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses enhance their customer service experience using AI technology?  How do unifying communication channels improve the efficiency of customer support?  What makes conversational AI a valuable tool for improving customer interactions?  How can AI be used to augment a company's existing customer service team rather than replace it?  Why is it essential for businesses to consider customer communication preferences when designing support systems?  Top Takeaways:    In customer service, "boring" means delivering consistent, reliable service without any issues or drama.     Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.     Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.    Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.    Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.     AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.     Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!  Quote:   "Customer service should be so good that it's boring."  About:    Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.    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

How Investing in the Right Technology Can Transform Customer Experience  Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies leverage artificial intelligence to improve customer experience?  What challenges do businesses face in becoming truly customer-centric?  How does AI compare to traditional surveys in measuring customer satisfaction?  How can customer feedback effectively enhance products and services?  What role does AI play in analyzing customer churn and retention?  Top Takeaways:    To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.     With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience.    AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.     Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.     Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others.    The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive.    Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!   Quote:   "When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions."    About:    Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent 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

How Customer Complaints Impact Loyalty and Retention  Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How do you get zero customer complaints?  What benefits do businesses gain by proactively eliminating customer complaints?  What is the cost of customer dissatisfaction?  Why is it important for company executives to engage directly with the customers?  What are the potential revenue losses associated with unresolved customer complaints?  Top Takeaways:    Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.    It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.    Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.    Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.    There's value in handling complaints well, as it can result in increased customer loyalty. However, it's to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.    Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!   Quote:   "When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they'll tell their friends about your business.”    About:    Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.  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

Using Artificial Intelligence to Analyze and Activate a Better CX  Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies utilize new technologies like generative AI to improve customer satisfaction?  How can companies use digital and conversational signals to understand customer feedback better?  What role does AI play in analyzing customer data and providing actionable insights?  How can companies effectively activate their customer data to make informed business improvements?  How does AI's cost-effectiveness influence its use in customer experience?  Top Takeaways:    Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.    While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.    AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.    Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.    Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.     Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.    Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!   Quote:   "Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences."      About:    Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.  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

Building Heart-Centered Customer Relationships  Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the biggest enemy of good customer service?  How can companies get better customer feedback?  What should companies look for when hiring customer service employees?  How can businesses move beyond customer satisfaction metrics?  What role does empathy play in customer service?   Top Takeaways:    To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.     No matter how good your product is, if you don't have the experience and service to support it, and if you don't have people who love what they do and love the customers, you will fail.    Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.     Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don't voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.     Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change .    Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.     If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.     Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in!  Quote:    "Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be "the other guy" and see through your customers' eyes."    About:    Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America's first fintech company, Sageworks.    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

Future-Proofing Your Business Through AI Integration  Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI's impact on customer experience, service delivery, and productivity.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can AI simplify the process of delivering a seamless customer experience?  How can AI enhance customer service while balancing technology and human interaction?  What is the impact of AI on customer service jobs?  How can customer support roles evolve with AI?  How can companies ensure their data is ready and accessible for AI to enhance customer experience?  Top Takeaways:    AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers' needs while simultaneously reducing operational costs.    The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions.    When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don't train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want.    As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations.     Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions.     AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs.     Plus, Shep and Simon explore how AI continues to shape customers' daily lives and how companies can leverage it to their advantage. Tune in!  Quote:   "When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can't do today? And, how can AI enable that?"    About:    Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network's top 50 customer experience influencers to follow in 2024.    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

Prioritizing Customer Retention over Acquisition  Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What Disney customer experience principles can be applied to enhance customer service in other industries?  How can businesses create an emotional connection with customers?  How can businesses use unique customer experiences to stand out in a competitive market?  What role does employee interaction play in creating memorable customer experiences?  How does a business enhance customer loyalty without relying on points or discount programs?  Top Takeaways:    People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.     Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base.    Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company.    The points and perks are incentives for customers to do business with a company, but they shouldn't be the only reason. If the customer experience isn't great, you will lose your customers as soon as a competitor comes up with a similar program or something better.    Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others.      Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in!  Quote:   "Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers."    About:    Vance Morris helps businesses successfully apply Disney's principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy.    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

Why Great Service Must Come Before Customer Rewards  Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What role do loyalty programs play in enhancing customer engagement?  How can companies leverage loyalty programs to generate additional revenue?  Can loyalty programs drive repeat business without sacrificing the quality of customer experience?  How can technology help create a seamless customer experience within a loyalty program?  How can companies motivate inactive loyalty program members to become more engaged participants?  Top Takeaways:    There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty.    If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty.    Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms.    In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers' active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.    Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank's credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms.    Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable.    For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out  Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.     Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!   Quote:   "Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase."      About:    Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world's largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.  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 Hyken, Chief Amazement Officer of Shepard Presentations, customer service and experience expert, author, and speaker, explains why when it comes to good customer service, it takes one to say yes, but two to say no.Hear Shep's full interview in Episode 13 of The Action Catalyst.

Strengthening Business Partnerships Using the Triple Fit Strategy  Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the Triple Fit Strategy?  What is the key to building lasting customer relationships?  Why do companies need to shift from a transactional relationship with their customers to a partnership?  How can a business differentiate itself amidst competition?  How can businesses add more value to their customers?  Top Takeaways:    There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.     The function of a business is more than just making money. It's more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It's focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems.    Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they're more likely to stay as your customer and even advocate for your business to others.    The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties' strategies, and making the business relationship sustainable.     It's not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them.    While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer's needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients.    Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in! Quote:   "In business, your goal should not be to just to cut costs or offer products. It's about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers' priorities."  About:    Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator.  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 Hyken, Chief Amazement Officer of Shepard Presentations, customer service and experience expert, author, and speaker, explains the true meaning of being "helpful", why it takes one to say yes, but two to say no, finding moments of magic, misery, and mediocrity, and the handy index card trick for your staff.

How Storytelling Transforms Guest Experience  Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is hospitality mentality?  What role does storytelling play in creating memorable customer experiences?  Why is meeting or exceeding customer expectations important in the hospitality industry?  How do personal interactions complement technology in creating a seamless customer service experience?  How can AI be leveraged to provide personalized customer service interactions?  Top Takeaways:     A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.    Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.     Storytelling is a powerful tool that captures customers' attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.    Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.    Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.    While technology and amenities are important, the overall experience connects with  customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.    Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.    Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!  Quote:   "Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created."    About:    Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.  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

Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization  Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can listening to customer exchanges improve overall service experiences?  Why is it important to get feedback in real time?  What is human-centered design?  How can personalization contribute to better engagement?  What strategies can organizations use to empower employees to improve customer interactions?  Top Takeaways:    Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.   Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.   When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.  Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.  Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.   Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve experiences for citizens by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.   Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.   Plus, “G” shares how staffing issues affect government service delivery. Tune in!  Quote:   "When you look at what drives a good government experience, it's trust.. Create better trust between the government and constituents by promoting better engagement."    About:    Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.  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

How to Use Customer Feedback to Transform Your Business   Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can business use customer feedback to improve the customer experience?  How do you leverage customer reviews?  What is the best approach to respond to a negative customer review?  How can consumer feedback improve a company's products or services?  What benefits do businesses gain from analyzing competitors' customer reviews?  Top Takeaways:    Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company's product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face.    Many of today's consumers do not trust leaving a review on the company's website.  This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard.    A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating.    Not all reviews will be positive, and it's crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company's reputation more than a positive review.    Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.     Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in!  Quote:   "An upset consumer (leaving a negative review) wants other customers not to suffer the same fate."     About:    Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers' free speech rights.    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

How an Amazing Customer Experience Can Be a Differentiator for Your Brand  Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is including sales important in the overall plan for customer experience?  How can sales and customer service teams work together to make customers happier?  Why is digital technology key for a smooth customer experience?  What role does human interaction have in today's changing customer experience world?  How can companies create a customer-focused experience from before a purchase to after?  Top Takeaways:    Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer's journey, product, and service.    Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.     In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry.    Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can't fully replace the need for human touch in more complex situations.     Brands should prioritize making every interaction efficient to respect and save the customer's time. Businesses that can reduce or eliminate time-wasting steps in a customer's journey will enhance their overall experience.     As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively.    Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in!  Quote:   "Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase."    About:    Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.     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

Designing Impactful Customer and Community Engagement  Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies integrate their sales and support teams to enhance customer interactions?   How can small businesses enhance customer support after a sale?  What are the benefits of a customer advisory board?  Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?  How can businesses create an emotional connection with their customers through community involvement?  Top Takeaways:    Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers' needs and generate new ideas.     Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers' input and making them feel heard by letting them know what actions are taken.     Customer experience doesn't stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.     Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.     Proactive communication alleviates customer frustration. When there is a problem,  businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what's happening, how long a problem might last, and reassures them that it is being addressed.     Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them.    Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in!  Quote:   "It's important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization."      About:    John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications.  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

Gathering, Acknowledging, and Responding to Customer Feedback  Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is survey fatigue?  How can negative feedback act as a valuable tool in preventing customer churn?  Why should companies prioritize genuine feedback over high survey scores?  What are the best practices for creating effective and concise customer surveys?  How many chances do customers typically give companies after a poor experience?  Top Takeaways:    Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.    Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.     Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.     Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences.     Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights:    61% of consumers shared that trust in the information that companies provide to them is a top priority.   53% of bad customer experiences result in a decrease in spending.  Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%    Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!  Quote:   "The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business."  About:    Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.    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

How to Reduce Friction and Create Customer Loyalty  Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience?  Why is creating a frictionless customer experience important, and how can businesses achieve it?  Why is understanding consumer behavior crucial for improving customer experience?  What role does technology play in transforming the customer experience?  Why should your customer experience strategies align with corporate goals?  Top Takeaways:    The customer experience has become the most important differentiator between companies. It's not just about the products or services offered but the entire journey and interactions a customer have with a brand.    A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience.    Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service.     Edwin Margulies developed an  8-step process to help businesses tackle CX improvements:    Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative.  Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made.  Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities.  Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are.   Workflow Candidates: Identify specific processes that are ideal for optimization and automation.  Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization's current policies with the new automated processes.  High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.  CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation.    Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in!  Quote:   "The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don't want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience."    About:    Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience.    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

Using AI to Help Human Agents Connect and Build Relationships with Customers  Shep Hyken interviews Christina McAllister, senior analyst at Forrester. She talks about the evolving role of AI in contact centers and how it enhances, customer service, human interactions, and deepens customer relationships without losing the human touch.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers?  How can AI anticipate customer needs and offer better solutions in customer service?  What are the common fears among leadership when adopting AI solutions in customer support?  How can automation in customer service lead to improved human interaction?  Why is maintaining human contact in contact centers still important despite AI advancements?  Top Takeaways:      Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.     Customer service isn't just about solving problems anymore. It's about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers.    Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There's a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It's a delicate balance between innovation and smart adoption.    Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.     AI's magic isn't just about answering questions. It's also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood.    Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in!  Quote:   "There's a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service."    About:    Christina McAllister is a senior analyst at Forrester. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.  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

Creating a Company Identity That Transforms Customer Experience  Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise?  What is the role of branding in enhancing the customer experience?  How can businesses define their brand to impact customer relationships meaningfully?  How does empowering employees align with a company's brand promise?  Why is it important for employees to share the same values as the brand they work for?  Top Takeaways:    A brand promise is a company's commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.     A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time.    Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.     In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto "Just Do It," and Patagonia focuses on sustainability.    Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles.    Companies should identify which touchpoints are "table stakes," meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the "moments of truth," the interactions that emotionally impact customers and can significantly deepen relationships.     Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in!  Quote:   "When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company's identity, the common set of truths the organization needs to deliver to create value for its customers and employees."    About:    Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada's leading advocate for physical activity.  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

Building a Brand Customers Love  Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy?  What role does customer experience play in brand loyalty?  What are the key elements of a logo or brand identity that influence customer experience?  Why is it essential for brands to infuse emotion into their visual identity systems?  How should companies handle feedback to improve their brand's customer experience?  Top Takeaways:      Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.     Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon's smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.      In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client's specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business.    Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience.    Creating a brand involves more than just a name or logo. It's about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That's part of the customer experience.    The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.    Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in!  Quote:   "To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers."    About:    Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.  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

Leveraging Technology to Create Personalized Experiences  Shep Hyken interviews Anurag Dhingra, SVP and General Manager of Cisco Collaboration. He talks about using AI to bridge the gap between consumer expectations and satisfaction by enhancing both customer and employee experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction?  What role does artificial intelligence play in enhancing customer service interactions?  What are the benefits of proactive communication in customer service?  How can AI-driven tools support customer service agents in delivering better service?  Why is it important for companies to prioritize customer experience over cost optimization?  Top Takeaways:    There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.     Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively.    Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.     Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty.    In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.     Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them.    Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in!  Quote:  "Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer."  About:    Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco's Human Rights Advisory Council and the founder of Cisco's Responsible AI initiative.  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

Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers  Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations?  How does AI contribute to transforming contact center agents into brand ambassadors?  Why is empathy important in customer service interactions, and how can AI complement this human trait?  How does the implementation of AI tools impact companies' return on investment?  How does generative AI reduce labor costs in contact centers while maintaining human involvement?   Top Takeaways:     AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.    Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.     AI isn't about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.     Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer's history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.     AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.     Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!  Quote:   "Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low."    About:    Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9's Genius AI portfolio.    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

Transforming Customer Support with Technology and Empathy  Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a better customer service experience?  How can businesses balance automated customer service solutions with human interactions?  What strategies can support remote customer service employees in delivering consistent experiences?  How do self-service solutions impact the overall efficiency of customer service operations?  How essential is a strong company purpose in driving customer satisfaction?  Top Takeaways:    Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.     High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.    Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real time.    Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.    A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company's values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.    Plus, Derek talks about eBay's innovative AI solutions to support employees and customers. Tune in!  Quotes:   "The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what's gone wrong, and how you can support the employees helping them."    About:    Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.    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

Aligning Business Goals with Customer Needs   Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR?  How do customer-centric OKRs help teams focus on the right tasks?  Why is it important for businesses to align their objectives with customer-centric goals?  How does measuring customer behavior contribute to better customer satisfaction?  How can understanding customer patterns help prevent client defection?  Top Takeaways:    OKR is an acronym meaning Objectives and Key Results. They are a strategic framework for setting clear goals and measuring outcomes. By having clear goals and knowing what results are expected, everyone in the organization moves in the right direction. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand.     Objectives are qualitative goals describing the end state you want your customers to experience. For example, you want to offer the best product or be the easiest to do business with. The key results are the quantitative measures of human behavior that tell us we've achieved that state. It answers: What will your customers do differently, and by how much?     Customer satisfaction is important, but understanding customer behaviors is crucial. Often, dissatisfied customers stop using the product. They show up less often. They spend less money. They stop telling their friends about it. If you can understand these patterns of your customer's behavior, you can proactively take action before it becomes a problem.    Determine which behaviors (trying out products, asking more questions, etc.) will deliver the results that your company is looking for. Then, create an environment, a system, a service, or a store that positively amplifies those behaviors for the customer.    Providing your team with the objectives and allowing them to figure out the best way to achieve them communicates that you trust your employees to use their skills to meet customer needs.     Not all strategies will work from the start. Organizations need to develop a culture of learning. It allows teams to learn from mistakes and objectively measure the success of an idea. Then, businesses can make informed adjustments and improve with each attempt.     Plus, Jeff explains why some employees end up working on the wrong tasks  and how organizations can avoid that. Tune in!  Quote:   "Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?"    About:    Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs.    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

How Personalized Customer Experiences Can Drive Business Growth   Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI's potential to enhance personalization and the impact of tailored customer experiences on business growth.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is true personalization?  How can AI enhance personalization?  How does personalization contribute to customer loyalty and satisfaction?  How can businesses balance personalization with customer data privacy concerns?  What are some common misconceptions about personalization in customer service?  Top Takeaways:    Personalization means using what you've learned about the customer from their past interactions to improve their future experiences.     True personalization is not just about using a customer's name or offering customized products. True personalization involves using customer data at scale to make their next experience smoother, faster, and more convenient.     There are some concerns among customers about data privacy and personalization. Businesses must first get the opt-in from their customers. Second, it is important to ensure personalized experiences are contextually appropriate to the customer's journey.    Respecting customer privacy can make or break a personalized experience. Businesses should collect first-party data (data from transactions) and zero-party data (data directly shared by customers) to create a more accurate and respectful personalization strategy.     Artificial Intelligence has the potential to significantly enhance personalization. It can analyze vast amounts of data to predict and suggest the next best actions for customers, recommend products or services, and tailor customer service interactions.    Starting with personalization doesn't have to be complicated. Start by identifying one area where personalization can have the most impact and using available tools and technologies to implement it.    Mark also shares The Five Promises of Personalization, a practical way to think about how you deliver great personalization.    Empower me: Start with the customer. How are you helping them solve problems or fulfill a need?    Know me: To help a customer, you need to know them. Find ways to engage the customer and collect relevant data in between.    Reach me: Use AI to know how to reach out to your customers and what messages are most appropriate and relevant to send them.    Show me: Build a content library and use content management systems and automation to deliver personalized content at scale.     Delight me: Make the personalized experience seem more magical.    Plus, Mark answers the question—Is true personalization an expensive thing to do? Tune in!  Quote:   "Personalization isn't just customization. Personalization is taking what you've learned about a customer in an interaction and making their next interaction better, faster, or more convenient."    About:    Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company's Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman.    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

AI's Growing Impact on Employee and Customer Experience  Shep Hyken interviews Jim Payne, Director of Product Marketing, Customer Engagement at RingCentral. He talks about how AI is transforming both customer and employee interactions by enhancing productivity and efficiency.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences?  Can AI be utilized effectively in smaller companies with limited budgets?  How does AI improve efficiency and productivity for customer service teams?  What is the impact of AI on employee retention?  What are the challenges related to integrating AI into existing customer service systems?  Top Takeaways:    Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.     The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations.    AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers.    By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support,  AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.     Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.     AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly.    By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality.    Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in!  Quote:   "AI supercharges people. It doesn't replace human-to-human interaction. It just makes everything better, faster, and easier."    About:    Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve 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

The Impact of the Employee Experience on the Client Experience  Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive employee experience translate to a better customer experience?  What are effective strategies for reducing employee turnover?  How can businesses balance high-tech solutions with high-touch customer service?  How does stability in the workforce enhance overall customer satisfaction?  How does employee empowerment impact the quality of customer service?   Top Takeaways:    The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.     Using the word "clients" instead of "customers" can convey a deeper, more lasting relationship. While "customers" might imply a transactional relationship, "clients" suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.    Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.    Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients' names and remembering previous interactions.     Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.     The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.    Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!  Quote:   "The number one inhibitor of great service is turnover. If you can't stabilize your workforce, there's no chance you'll give great service."   About:    Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving  on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.    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

Effectively Integrating AI into Customer Service  Shep Hyken interviews Laura Burgess, senior research analyst at Capterra (a division of Gartner), a trusted software and services marketplace that offers a wide range of solutions to help organizations meet many of their business needs. She talks about how AI is transforming customer service and how organizations can balance digital interactions with the human touch to enhance customer satisfaction.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today's market?  How can AI enhance customer service experience?  How can businesses effectively implement AI in customer service?  Why is transparency when using AI in customer interaction?  How can businesses balance between AI and human support?  Top Takeaways:    Over the last two years, customer satisfaction (CSAT) scores have increased. A study by Capterra found that 63% of U.S. businesses have shown a marked improvement in customer satisfaction.     Customer expectations have risen due to the availability of multiple communication channels like the phone, email, chat, and social media. Today, customers expect quick, efficient, and instant responses. Technology plays  a significant role in meeting these expectations by providing faster service across multiple channels.    Transparency is key when it comes to customer interaction. Letting customers know that they are interacting with AI through notifications before the engagement and during interactions can build trust, comfort, and acceptance.    To optimize customer service, companies should leverage the strengths of both AI and human support. While human support is crucial to personalized interactions, AI excels in faster response times, handling repetitive tasks, providing 24/7 availability, and offering multilingual support.     AI will not eliminate jobs. It will disrupt job roles. Employees believe that, in the next five years, 52% of customer queries will be handled exclusively by AI. Customer service roles will evolve, with humans focusing more on strategic, empathetic, and more complex tasks.     Integrating AI into customer service isn't just about getting the latest technology. It requires training employees to use AI tools and understand AI insights effectively. This training also benefits employees by boosting their technical skills, making them more versatile and valuable to the organizations they work for.    As businesses continue to invest in AI, it's essential to continuously measure its impact on customer experience. Companies should focus on fine-tuning these technologies to deliver accurate and helpful responses while maintaining the availability of human agents for more sensitive or complex issues.     Plus, Shep and Laura discuss more stats from Capterra's 2024 Customer Service Technology Survey and how it shapes the future of customer service. Tune in!  Quote:   "Consumers are more demanding than ever when it comes to their interactions with companies, thanks to multi-channels of communication which enable faster services and instant responses."     About:   Laura Burgess is a senior research analyst at Capterra with specialized knowledge of sales and customer experience (CX). Capterra offers businesses over 90,000 solutions across 1,300 software types and 50,000+ service providers to choose from.     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

Implementing The 5 A's of Successful Customer Engagement  Shep Hyken interviews Brett Frazer, co-founder of Service Matters, LLC and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement. He talks about shifting customer service from a cost center to a value center and outlines the 5 A's framework  for adding value to every customer engagement.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center?  What are the potential long-term effects of prioritizing cost reduction in customer service?  Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?  Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership?  How can organizations best empower customer support agents?  Top Takeaways:    Customer service has evolved from being  a cost center to a hidden profit center. Focusing  on reducing investment in good customer experiences has  a long-term negative impact on customer loyalty and profitability.    Brett shares The 5 A's of Successful Customer Engagement.    Acknowledge - Acknowledgment is about empathy and addressing the customer's emotional needs. Acknowledge the customer as a person, their relationship to the company, and the problem and solution they seek.     Align - Listen, troubleshoot, and collaborate with the customer to reach the outcome that they are trying to achieve.    Assist - Provide the most appropriate options for the customer that are personalized to the situation that they are in.     Advise - Enable and empower your agents with knowledge and data about the customer so they can provide insights that add value.    Ask - Ask for revenue, actions, and information, and create awareness to increase the customer's lifetime value.    If you can't get leadership and key stakeholders behind the transformation of your organization's customer service and experience, it's not going to work.     The focus should not only be on providing immediate assistance but also on building long-term relationships with customers. Customer service is an opportunity to add value that creates customer loyalty and can significantly impact the organization's bottom line.    A great customer relationship hinges on understanding the customer's needs, empathizing with their situation, providing tailored solutions, and proactively seeking opportunities to add value to the customer experience.    Plus, Brett shares more tips and strategies from his book, Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement, to  help your organization save time and increase profits. Tune in!  Quote:   "Over the years, customer service has been considered a cost center. The focus was on how we could make customer service as cheap and as quick as possible. This mindset takes away from the intent of customer service and support, which is to provide a great experience to keep your customers coming back."    About:     Brett Frazer is a thought leader and expert in customer service and contact centers. He is the co-founder of Service Matters, LLC, and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement.  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

Using the Hospitality Mentality to Shape Your Company Culture  Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is alignment within an organization important for the customer experience?  How has the customer landscape changed in the last 20 years?  Why does customer experience start with leadership?  How is employee engagement linked to the customer experience?  Why is brand identity crucial for an organization's customer experience?  Top Takeaways:    Customer experience is not just a function or a set of processes. It's not just some department or strategy. It is ingrained into the company's culture from the top leadership to every employee. It's in the DNA.     Everybody's job is important when it comes to customer experience. Every employee must understand how what they do impacts the customer, even if they're two or three places removed.    Over the last 20 years, customer decision has shifted to where it is 80% driven by emotion and values. Customers choose to do business with companies that share the same values and stand for the same social causes as them.    Communication has greatly evolved thanks to the internet and social media. Customers' thoughts about a brand can now be shared with millions of people in an instant. Companies need to ensure that their messaging is authentic to their brand identity and resonates with their audience.    Organizations used to have the majority of control over brand perception. They could decide how they want to be perceived and hire a company to pump out that message. Now, customers put more trust in what their friends, family, or colleagues tell them.      The customer focus should extend to the organization's internal customers as well. Every role, whether customer-facing or support-oriented, plays a part in shaping the overall customer experience. Customers, employees, service partners, and communities now shape how people think about a brand.    Customer experience should reflect the organizational brand identity. Every aspect of the customer journey, from arrival to departure, should embody the organization's values. Every action, whether customer-facing or behind the scenes, should reflect the company's mission. When everyone in the organization understands and represents the brand identity, it creates a consistent and compelling customer experience.     Plus, Alan shares examples of  customer experience from the hospitality industry (every type of business can benefit from a hospitality mentality.) Tune in!  Quote:   "A hospitality mentality helps drive customer experience. It is a brilliant training ground because you can learn a lot from that space and then apply it to other sectors."  About:    Alan Williams is the founder and managing director of SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy.    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

Partnering with Customers to Co-create an Amazing Customer Experience   Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does digital transformation impact customer expectations and experiences?  What are the challenges and opportunities in personalizing the customer experience in a B2B environment?  How does the concept of digital-first change the way businesses engage and provide value to their customers?  What role does AI play in enhancing the customer experience and driving growth for businesses?  How can companies leverage technology and AI to provide customers with personalized insights and experiences that drive long-term loyalty?  Top Takeaways:     The customer experience is evolving rapidly across different industries. Customers today are more informed, empowered, and sophisticated. This has raised the bar for businesses to rethink and rebuild their customer experiences to align with the changing expectations.    When you build and enhance digital experiences together with your customers, you create something very special. You go from interacting in transactions to building a digital relationship. Companies must design intuitive and personalized digital experiences that align with customers' preferences and behaviors.    Even in the B2B world, we need to be focused on customers as if they're consumers because that's what they're basing their stories and expectations on. Customers compare you to the best experiences they've had across all industries, regardless of the type of business are industry they are in.    Personalization is powerful in building a great customer experience because when customers engage with brands who know them, what they are likely to do, how they want to engage, and what they need, that signals that the company is where they can continue to get value. That reliability creates trust.  (This was confusing. I think adding the “them” helps. Agree?)    Partnering with your customers is personalizing the relationship to the point where you understand so much of what your customers want and need that you can make the suggestions that will enhance their experiences, improve their businesses, and choose you over the competitors.    The integration of AI in customer service should not be viewed as a replacement for human interaction but as a means to enhance and support human ingenuity.     The future of customer service lies in transforming the entire organization's mindset. It is about instilling a culture where every employee understands their role in delivering an exceptional customer experience—raising service levels and delivering value across the board.    Plus, Shep and Elisabeth discuss more ways to leverage AI in customer service and experience. Tune in!  Quote:   "There is a significant shift in terms of who our customers are. They are much more sophisticated, informed, and empowered. They are expecting a seamless experience from start to finish."     About:    Elisabeth Zornes is the Chief Customer Officer of Autodesk. She oversees Consulting, Customer Success, Partner Success, Product Support, and Renewals to help businesses drive innovation for their customers.    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

On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers.According to TechSee, a visual customer experience solutions provider and technology partner of TELUS International, more than one in three consumers in the United States don't consider themselves to be loyal to brands and would switch if it proved beneficial to them. It is here where brands have an opportunity to capitalize on the growing demand for personalization, speed and convenience.By exploring the emotional aspects that shape consumer behavior, our expert guests provide actionable strategies for the use of AI to foster true customer loyalty..Listen for the informative insights of customer experience keynote speakers and experts Shep Hyken, author of I'll Be Back: How to Get Customers to Come Back Again and Again and host of the Amazing Business Radio podcast; and Colin Shaw, author of The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level and co-host of The Intuitive Customer podcast.Visit our website to learn more about TELUS International.

Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity  Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses  why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for brands to understand and orchestrate the customer journey?  What are some common pitfalls that lead to broken customer journeys?  How has technology changed the approach to customer journey mapping?  How can AI tools empower professionals to expand their roles?  Why is it essential for brands to break down silos within their organization?  Top Takeaways:    Broken customer journeys result from multiple departments working in silos without integrated communication. Each department may have its automation system, which may lead to conflicting or uncoordinated customer experiences. By breaking down these silos and working towards a centralized system, your company can ensure a unified and smooth customer journey.    Businesses need to prioritize customer needs and experiences over pushing products or campaigns. When making decisions, even the tough ones, it's important to consider how these changes will impact customers and how to communicate them effectively.     You will not always make decisions that will make your customers happy. For example, raising prices is not an easy topic to discuss with customers, but it is, at times, necessary. Acknowledge how it impacts your customers and communicate it with them.    Traditional journey mapping focuses on creating an ideal journey for most customers, often neglecting outliers. With today's technology, businesses can personalize the customer experience at scale, catering to individual preferences and needs.    AI can empower “positionless professionals”, encouraging individuals to expand their skills beyond their specializations. With AI tools, employees can take on tasks outside their usual roles, becoming more versatile and adaptable. This adaptability can result in faster execution, better employee experiences, and better customer experiences.    Extending personalized experiences beyond physical interactions, such as at a reception desk, to online platforms can significantly enhance the customer's perception of the brand.    Plus, Shep and Rony discuss why "breaking down silos" is still a hot topic for organizations after decades. Tune in!  Quote:   "Do your marketing from a customer point of view, not from a product point of view. "  About:    Rony Vexelman is the Vice President of Marketing at Optimove. He is a seasoned professional in multichannel marketing and customer engagement platforms.    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

Seamlessly Combining AI, Human Touch, and Data in Customer Experience  Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses effectively balance AI and human interaction in customer service?  What are the most effective strategies for leveraging AI to enhance customer experiences?  Why is it important to prioritize long-term customer relationships over individual transactions?  How can AI tools provide hyper-personalized service to customers?  How can businesses effectively handle after-hours customer calls using AI tools?  Top Takeaways:    Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.     When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.     Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company's website to get the contact information. Once they click on "Contact Us," they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies.    The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.     While many customers still prefer traditional phone customer service, there's a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences.    AI can handle a large percentage of "one shot, one kill" questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can't replicate.     By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS).    Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in!  Quote:   "The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market."    About:    Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale.    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

Building High-Performance Teams through Inclusion, Diversity, and Equity   Shep Hyken interviews Jonathan Stutz, President of Global Diversity Partners, Inc. and author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging. He shares daily practices and strategies for inclusive leadership that create a workplace where employees feel seen, heard, and valued.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can internal culture impact the external customer experience?  How can inclusivity and diversity contribute to creating high-performance teams?  What are SMARTIE goals?  In what ways can leaders focus on inclusion first to build a culture of belonging and positively impact the customer experience?  How can leaders manage difficult conversations in the workplace to promote inclusivity and equity?  Top Takeaways:      Internal culture and employee experience are the foundation for enhancing customer experience. When employees feel valued and connected to their managers, coworkers, and the organization they work for, it positively impacts the quality of service and engagement with customers.    Building an organization's strong and welcoming culture is about making employees feel understood and valued. When this happens, trust between employees and leaders, managers, supervisors, and fellow employees dramatically increases. Establishing trust lessens employee churn. If you want to keep your customers coming back, you must ensure that your employees also look forward to returning to work.     Creating an inclusive and diverse workplace is about building high-performing teams that represent the perspectives and backgrounds of employees and customers. It is not about complying with a quota or hiring diverse employees for the sake of appearing diverse. It is about opening up opportunities for everyone and hiring the best people.     The IDE (Inclusion, Diversity, and Equity) approach emphasizes prioritizing inclusion first, followed by diversity and equity. When employees feel safe, welcome, and comfortable being themselves, they set the stage for attracting and retaining a diverse and engaged workforce.    We all benefit from a diverse, inclusive environment. It's not about one person winning and another losing. Instead, it's about leveraging various perspectives and experiences to benefit the customers, the employees, and the company.    Plus, Jonathan shares practical tips that leaders can start doing today to create a culture of belonging. Tune in!  Quote:   "Employees that feel connected to their managers and coworkers and feel as if they are seen, heard, and understood, give more of themselves to the organizations and their customers."      About:     Jonathan Stutz is the Founder and President of Global Diversity Partners, Inc. He has over 25 years of experience in leadership roles at companies such as Amazon, Microsoft, and Zulily. His book, Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, is now available on Amazon.    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

Tips for Training Teams with a Hospitality Mentality  Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What does "Hospitality Mentality" mean?  What is the difference between customer service and customer experience?  How can businesses create a memorable last impression for customers?  Why is a values-based education important in shaping employees' customer behaviors and interactions?  How do you equip frontline team members to deliver an exceptional customer experience?  Top Takeaways:    Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer's journey, from the moment they walk in to the moment they leave, is an opportunity to amaze.    Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back.    Michelle shares the 3 E's of Customer Experience:    Expectation: What does your marketing say about you? What are you creating in your customers' minds?  Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?   Evaluation: What are your customers thinking about your business as they walk out the door?  When we live out our company's values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn't align with our values, we can call it out with clarity and proper discipline.    Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced.    Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce.    Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in!  Quote:   "Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don't even meet the expectation, they will certainly not come back."    About:    Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth.    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

How Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety   Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does connectivity boost customer experience?  How does poor cellular connectivity affect the customer experience in commercial and retail buildings?  What role does boosting cellular signals play in ensuring public safety and first responder communication?  How does cellular connectivity impact customer decision-making and purchases in retail environments?  Why is seamless cellular connectivity essential for a positive customer experience in today's digital world?  Top Takeaways:    Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes.    Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment.  The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses.    Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives.    Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers.    Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in!  Quote:   "Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more."    About:    Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless 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

Creating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences  Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can technology be authentic and empathetic in improving the customer experience?  How can companies maintain a balance between human-to-human interactions and technology?  Why should companies prioritize culture and organizational health before focusing on financial aspects?  How has the concept of AI evolved to prioritize authenticity and human augmentation?  What leadership principles are essential for guiding a company through transformation? Top Takeaways:      Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success.    Recognizing and leveraging an organization's "superpowers" drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge.    Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions.    Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve.    Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey.    Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in! Quote:   "Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers."      About:  Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers.    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

Tips on How to Eliminate Friction for Your Customers   Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses identify and eliminate points of friction in the customer process?  How has the shift in customer behavior influenced the focus on understanding customer choices and social proof?  Why is customer service the most important marketing tool for brands?  How does prioritizing customer experience serve as a competitive advantage for businesses in today's market?  How has social media shaped brand perception?  Top Takeaways:      Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles.    While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research, we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand.    "Ridiculously easy" is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It's crucial to focus on providing a seamless and hassle-free experience for the customers.    Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as "be ridiculously easy to see," "ridiculously easy to reach," and more. Tune in!  Quote:   "What people say about our brand today is more impactful than what we say about ourselves."  About:    David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It's Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it.    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

How to Get into the Customer Experience Mindset  Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer, and how to create a culture that prioritizes both employee and customer satisfaction.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can leaders in a company build a customer-centric culture from the top down?  How does employee satisfaction translate into a positive customer experience?  What are the keys to hiring and retaining employees who actively contribute to a positive customer experience?  What are the potential downsides of relying solely on customer satisfaction scores to gauge success?  How does company culture impact customer experience?  Top Takeaways:    In business, customer service and experience are not just strategies. They are a way of life. It's not just about how a company sells, but how it serves.     Companies that treat their employees well often provide better customer service. It's not just about what the company offers to the customers but also about how it treats its people. When employees feel valued and happy, they pass that positivity to their customers.    Long-term and short-term goals can go side by side. A successful leader understands the importance of balancing two opposing ideas — figuring out how to address immediate customer needs without losing sight of the organization's long-term goals.     Leading with a customer-focused mindset means putting in the work to elevate oneself first. Whether it is through music, exercise, meditation, etc., do what you must to elevate your own mindset so you can uplift your team and your customers.     The true measure of a company's customer service comes from the customers themselves. It's not about how high the numbers on your metrics can go. It's about creating experiences that make customers want to come back again and again.    Plus, Blake shares more insights from her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer. Tune in!  Quote:   "If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach."    About:     Blake Morgan is a customer experience keynote speaker, dubbed by Meta as "The Queen of CX." She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. She is the host of The Modern Customer 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

Embracing Changing Customer Needs  Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does Nordstrom balance tradition and innovation to stay relevant?  How does a successful company prioritize social responsibility in its operations and community engagement?  In what ways can businesses maintain strong connections with their customers in an increasingly digital world?  How does social responsibility impact customer loyalty?  How does an organization instill a culture of empowerment and trust to enhance the customer experience?  Top Takeaways:     In its employee handbook, Nordstrom has only one rule: Use good judgment. It empowers employees by trusting their ability to assess a situation and make decisions based on their values. Nordstrom also empowers employees by sharing examples of what other excellent employees have done to solve problems.    Clear and transparent communication reassures both employees and customers. During challenging times, such as the pandemic, effective communication with leaders and stakeholders helps alleviate uncertainties, creates a sense of stability, and builds trust and confidence in the brand.    Customers prefer brands that support the same social causes that they care about. Social responsibility isn't just about giving back to the community but also about understanding and respecting diverse values and perspectives. Embracing social responsibility means adapting to the changing cultural landscape, from hiring practices to ethical consumption and sustainable business operations.     Building and maintaining strong relationships with customers is the foundation of business stability. Going above and beyond to satisfy customers' needs and create memorable experiences will result in positive word-of-mouth and enduring customer loyalty.    Balancing technology with personal connections and understanding the importance of human interactions is key to creating a differentiated and exceptional customer experience.    Timeless customer service stories from the past continue to inspire and are essential reminders of how businesses should serve their customers. These stories showcase principles that stand the test of time, emphasizing the significance of customer satisfaction and the impact of going above and beyond expectations.    Plus, Shep and Robert discuss the F.A.C.T.S. (flexibility, agility, communication, transformation, and social responsibility) of customer experience. Tune in!  Quote:   "Ultimately, it's about how your decisions positively impact the customer, not just the company."      About:     Robert Spector is an international keynote speaker, thought leader, and best-selling author. His book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, has become a business classic. His latest book, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service, is available now.    Shep Hyken 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

A Good CX Starts With a Good EX - How to Create a Fulfilling and Meaningful Employee Experience  Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can every employee contribute to a better customer experience?  How can company leaders support successful customer experience investments?  What role does employee training play in improving customer satisfaction?  What are common staffing mistakes that companies should avoid for better customer service?  How are customer retention and employee retention similar?  Top Takeaways:    A Good customer experience starts with a good employee experience. The CX will never be better than the EX.    An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose.    The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business's success as delivering outstanding customer experience.    There is a quote that says, "You are the average of the five people you surround yourself with." However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company's and its employees' success. As leaders, we are responsible for creating a team that helps each other excel.    Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company's success.    Prioritizing employee satisfaction and fulfillment is essential for business success. Just as companies strive to fulfill their customers' needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees' growth and fulfillment.    Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company's commitment to delivering exceptional customer experiences.    Plus, Shep and John discuss what "hire's remorse" is and how to avoid it. Tune in!    Quote:   "The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers."     About:     John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.    Shep Hyken 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