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Amazing Business Radio

English, Finance, 2 seasons, 477 episodes, 3 days, 14 hours, 23 minutes
About
Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
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Embracing AI to Enhance Customer and Employee Experience Featuring Elizabeth Tobey

How to Seamlessly Implement AI into Your Customer Support Process  Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does AI impact customer experience and satisfaction?  What are the key considerations for businesses when testing and implementing AI in customer service?  What role does knowledge management play in shaping the quality of AI responses in customer service?  How can AI help in providing a personalized customer?  What are the challenges and benefits of implementing AI in business?  Top Takeaways:    Artificial intelligence (AI) is changing  how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company's specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees.    Implementing AI into business practices doesn't have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It's important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company.    Some companies make the mistake of creating a solution that's great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout.    Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don't put together a solution, be it AI, self-service, or any other type of technology, without an end in mind.    The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency.    Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in!  Quote:   "AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out."    About:    Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C.  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
4/16/202430 minutes, 30 seconds
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The 5 Steps to a 5-Star Customer Experience Featuring Katie Mares

How to Elevate Customer Experience and Strengthen Loyalty  Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What five steps are crucial for creating a five-star customer service experience?  How can language and tone significantly impact customer service interactions?  What are the potential drawbacks of companies relying solely on AI and technology for customer interactions?  How does the human touch impact customer experiences in an increasingly tech-driven world?  How does service recovery contribute to building customer loyalty and trust?  Top Takeaways:    Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips!    #1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers.  #2 Use your customer's name. Break down those walls immediately to create that instant connection.  #3 Be genuine. Customers want to know that you care, not just that you have to care.  #4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience. #5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence.  Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit.     While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience.    Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in!  Quote:   "Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue."  About:    Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER 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
4/9/202426 minutes, 39 seconds
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Transforming Customer Feedback into Action Featuring Sara Caldwell

The Impact of “Customer Research” on Achieving Customer Success  Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for companies to understand the specific needs of their customers?   How can unstructured data from customer conversations be transformed into actionable insights?   How can companies use conversational research to gain insights and improve the customer experience?  How can companies effectively leverage customer feedback from call center recordings for improvements?  How do companies use customer feedback to enhance products and services and better serve customers?  Top Takeaways:    Customer success in any business is about making your customers successful so that they can, in turn, be more successful with their clients. It means understanding your customers' core needs and matching them to a solution. The goal is to focus on how often the product or service is used and how it helps the customer succeed in their role and achieve their objectives.    Researching customer insights is not limited to a specific role or department. It's something that everyone in a company can do to help improve products and services. This allows various teams in a company to learn more about their users and build their products or services accordingly.    Organizations are increasingly recognizing the importance of understanding customer feedback to inform decision-making. By analyzing and understanding customer conversations, companies can gain valuable insights that inform product development, customer support enhancements, and overall business decision-making.    Self-service customer support is becoming increasingly important. Many customers prefer to resolve their issues without interacting with a support team. Companies must create a seamless customer experience where customers can find answers to their questions without interacting with a support representative.    Transforming complex, unstructured data into actionable insights is key to helping teams build products their customers love. This involves taking conversations with customers and consolidating them into understandable insights. By making customer insights accessible and actionable, organizations can continually leverage this information to enhance their products, services, and support systems.     Plus, Sara shares what every customer success manager needs to know. Tune in!   Quote:   "If you're confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it's worth prioritizing."    About:    Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware.  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
4/2/202426 minutes, 43 seconds
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The Fundamentals of Customer Engagement Featuring Spencer Burke

Embracing AI for Marketing and Customer Experience  Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies use AI effectively to enhance customer experience?  How can businesses leverage multichannel marketing to increase customer engagement and retention?  Why is it important for marketers to balance personalization with customer privacy concerns?  What are the fundamentals of marketing and customer engagement that businesses should prioritize?  What role does AI play in unleashing creativity and improving customer experience?  Top Takeaways:    Effectively connecting with customers is a crucial aspect of marketing and customer service. Understand where your customers are and what tools and data are available to create personalized experiences. The goal is to provide value to the customers and meet their expectations while respecting their privacy and preferences.    Keep focusing on the fundamentals when it comes to customer engagement. Just like in sports, where great athletes consistently work on the basics, we should do the same. Our fundamentals include understanding our customers, communicating with our customers, and serving our customers.      It's essential to be where the customers are and experiment with different channels to understand their preferences and effectively engage with them. Using multiple channels, such as email, SMS, push notifications, and other emerging platforms, can improve customer relationships and increase retention and conversion rates.     One of the top trends that The 2024 Global Customer Engagement has discovered is that creativity and strategy work together with AI. Artificial Intelligence and technology can help automate processes, allowing marketers and customer support agents more time to focus on creativity and strategy. This can include automating repetitive tasks, enhancing analysis, and predicting customer segments. You can access The 2024 Global Customer Engagement for free.    Companies should aim to find the right balance between personalization and avoiding the "creepiness factor" by understanding and meeting customer expectations. Customers expect brands to provide value by understanding their preferences and needs. Companies need to use data to create personalized experiences while respecting customer privacy.    Plus, Shep and Spencer discuss what successful brands are doing to engage with their customers. Tune in!  Quote:   "Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels."  About:    Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels.  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
3/26/202429 minutes, 39 seconds
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Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs  Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can technology aid in creating personalized customer experiences for businesses?  How does personalization impact purchasing decisions?  What role does data play in predicting and understanding customer preferences?  What are some ethical considerations when using AI and technology for customer interactions?  How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them?  Top Takeaways:    Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience.     Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service.    The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs.    To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.”     Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer's preferences and history with the brand.    Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in!  Quote:   "We have to think about how we  will use AI responsibly and ethically and not introduce unintended consequences or bias."  About:    Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology.  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
3/19/202427 minutes, 36 seconds
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Rocking Customer Experience Featuring Jim Serger

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses create experiences that get repeat business and nurture brand loyalty?  How can businesses think outside the box to create fan-like loyalty among their customer base?  What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?  What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?  Why should organizations prioritize creating special and unforgettable experiences for their customers?  Top Takeaways:    Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.     Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it's dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly.  By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service.    Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.     Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base.    Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in!  Quote:   "When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans."   About:    Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert.  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
3/12/202430 minutes, 58 seconds
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A Company Culture of Good Featuring Chad Jensen

A Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities   Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company create a positive employee experience during challenging times?  What strategies can a company use to give back to its local communities?  How can businesses foster strong connections between their employees and the communities they serve?  What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success?  How can a company create a culture that values giving back and community involvement?   Top Takeaways:    Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company's performance.    The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands.    Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact.    The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business.    Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community.    Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in!  Quote:   "Take care of your employees first, and then take care of your customers. Every decision should  be made through the lens of showing them that we have their back."  About:    Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic.  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
3/5/202427 minutes, 23 seconds
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Big Bets and Bold Leadership Featuring John Rossman

Transforming Your Business and Customer Experience  Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a “big bet” in business?  How does the future press release technique communicate the vision of a transformation to employees and stakeholders?  What is the chief repeating officer, and how do they contribute to improving customer experience?  What causes organizational transformations to fail?  What role does gaining true senior executive alignment play in the success of transformative initiatives?  Top Takeaways:    A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business.    Effective leaders communicate their vision clearly. They use techniques including  writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it.    Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization's mission and vision, leaders create a unified and empowered workforce.    Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration.    Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.     Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. Tune in!  Quote:   "The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve."  About:    John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era, is available today.  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
2/27/202426 minutes, 22 seconds
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How to SEDUCE Your Customers Featuring John Boccuzzi Jr.

Identifying and Eliminating Friction for Your Customers and Employees  Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience.  Top Takeaways:    If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.    A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.    Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.    Executives and company leaders should immerse themselves in their company's customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.    Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.    Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!  Quote:   "Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service."  About:    John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.  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
2/20/202428 minutes, 30 seconds
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The Human Touch in a Tech-Driven World with Venk Korla

Balancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences.   This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:   How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service?  Top Takeaways:     ·Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding. ·Companies can now use  AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.  ·Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. ·When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support.  ·While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience. ·Plus, Shep and Venk discuss findings from the CX Buyers' Insights Report, revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in! Quote:  "Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand." About: Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions. 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
2/13/202433 minutes, 5 seconds
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Reimagining Customer Loyalty Programs Featuring Zsuzsa Kecsmar

The Latest Trends in Customer Loyalty Programs  Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the latest trends in loyalty programs?  How has the traditional concept of loyalty program evolved?  How do loyalty programs impact a customer's purchasing decision?  How can companies effectively track and utilize customer data to drive loyalty?  What role do customer experiences and rewards play in loyalty programs?  Top Takeaways:    Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives.    Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention.    Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price.    Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts    Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty.    Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in!  Quote:   "Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today's loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing."  About:    Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards.  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
2/6/202428 minutes, 39 seconds
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Improving Customer Experience from the Backroom to the Frontlines Featuring Michael Hinshaw

Committing to Customer Centricity  Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the challenges in creating a more customer-centric culture?  How can leaders support employees in executing customer-centric initiatives?  What is the key to successfully transforming work culture to better serve customers?  Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?  Why must organizations facilitate conversations geared towards improving the customer experience across various departments?  Top Takeaways:    Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company's mission and values to ensure consistent results.  Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience.    Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer's perception of the company.    Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company's operations. It requires alignment with the company's values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence.    Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It's not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively.    Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in!  Quote:   "Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA."    About:    Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He's also co-author of the best-selling book, Smart Customers, Stupid Companies, and his latest, Experience Rules!, which he wrote with Diane Magers.  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
1/30/202426 minutes, 55 seconds
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Future-Proofing Customer Service with Artificial Intelligence Featuring Anuj Bhalla

Generative AI's Impact on Customer Service and Employee Empowerment  Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry.  Top Takeaways:    Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey.    Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.  AI can help us know what data we have and what data we need.    Despite AI's advancements, it's important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios.    As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI's capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees.    With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience.    Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in!    Quote:   "If you can't measure it, you can't improve it."    About:    Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance 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
1/23/202430 minutes, 36 seconds
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How to Take Your Employees from Competent to Elite Featuring Art Turock

Creating a Culture of Extreme Accountability and Elite Performance  Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career.    Top Takeaways:     Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!    Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. Elite performers in both fields recognize that mindset is the trigger that determines choices and results. Extreme accountability is seeing beyond the current circumstances and committing no matter what.     Accountability isn't about assigning blame. It is assuming responsibility for one's decisions and actions. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.    A victim mindset can hinder personal and professional growth. The victim mindset is characterized by minimizing responsibility and blaming external factors.     Elite performance is achieved through an accountability mindset. This means consistently choosing actions and behaviors that align with your goals and long-term success. Recognize the temptations of short-term payoffs and their negative impact on your long-term achievements. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.    Shifting from a victim mindset to an accountability mindset is critical to elite performance. It's a matter of choosing the dominant mindset that determines the course of one's performance and career over time. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers.    Art Turock has a gift for Amazing Business Radio listeners that will help them demolish excuses and invite accountability. Download 6 Self-Coaching Questions to Transform Your Life for free.    Plus, Shep and Art discuss why leaders need to "stop holding employees accountable" and what they recommend to do instead. Tune in!  Quote:   "If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you're in a different career pattern. All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices."    About:    Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in "sustaining exceptional performance." His books, Getting Physical: How to Stick With Your Exercise Program, Invent Business Opportunities No One Else Can Imagine, and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions, are 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
1/16/202427 minutes, 6 seconds
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How AI Will Transform Customer Support Featuring Boaz Hecht

Using AI and Automation to Create an Amazing Customer Service Experience  Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape.  Top Takeaways:    AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.     By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.    The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.    AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.    Employees trained at a higher level appreciate the company they're working for. They feel they're growing, and that's part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.     Plus, Shep and Boaz answer the question, "Will AI make us dumber?" Tune in!   Quote:   "AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do."  About:    Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.  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
1/9/202428 minutes, 26 seconds
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How to Create Amazing Customer Experiences in 2024 Featuring Shep Hyken

The Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024  In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights.  Top Takeaways:    Customers are smarter than ever before. They are judging your business based on the best experiences they've had from any industry, and it doesn't matter if it's B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies.     Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.  Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience.     Customers today are less patient and expect quick responses and fast service. Shep refers to this as "Amazonation," which has set a high standard for companies in any industry, worldwide. Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls.    Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.”     And finally, Shep introduces The Super Amazing Show! Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in!  Quote:   "What's happening inside an organization is felt on the outside by its customers."  About:    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
1/2/202422 minutes, 12 seconds
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How to Know What Your Customers Want Featuring Akin Arikan

Understanding Customer Behavior   Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers.  Top Takeaways:    The customer's perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions.     Embrace continuous improvement. Once you find success, it doesn't mean you should stop. Keep learning and looking for changes to enhance the customer experience. Continuous improvement is essential for businesses to stay ahead of the competition and adapt to changing customer needs and preferences.     Experience what it is like to be a customer in your business to identify areas for improvement and ensure a seamless, engaging experience for your customers.    Use data to understand customers' digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants. This enables them to have the customer in mind when designing and improving  digital experiences.    Making small, thoughtful adjustments based on customer behavior data can lead to substantial improvements in customer engagement and conversions. These adjustments can make a big difference in how customers interact with your brand online.    When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions.    Plus, Akin shares what changes brands like L'Occitane and GoPro made to increase sales based on customer behavior and preferences. Tune in!  Quotes:   "Customers can behave differently from what we expect. Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers."  "Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience."  "It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded."  About:    Akin Arikan has 20 years of experience in analytics. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics.  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
12/26/202328 minutes, 1 second
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Empowering Employees to Create Customer Moments That Matter Featuring David Diestel

Enabling, Recognizing, and Celebrating Great Customer Service  Shep Hyken interviews David Diestel, chief executive officer of FirstService Residential. He talks about delivering exceptional service consistently, creating moments that matter, and empowering the team to provide amazing customer experiences.  Top Takeaways:    A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition.    Creating an organization's positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company's culture and values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences.    In most organizations, there is a gap between CEOs' perceptions of being customer-centric and customers' actual experiences. This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth.    Maintaining a customer-focused culture across multiple regions requires alignment and consistency. Celebrating customer service wins and establishing consistent communication helps maintain a customer-centric focus across various locations.    Plus, Shep and David share examples of Moments of Magic®  and "Moments that Matter." Tune in!  Quote:   "Every interaction with the customer matters. It is important that everyone in the organization learns this and that it is constantly reinforced."    About:    David Diestel is the Chief Executive Officer of FirstService Residential, one of North America's largest property management groups. They serve 9,000 communities and 18,000 employees.  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
12/19/202330 minutes, 13 seconds
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Tips on Creating a Customer-Centric Culture Featuring Steven Van Belleghem

How Small Improvements Create Lasting Change in Customer Experience   Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture. He talks about how embracing effective empathy, empowering employees to make meaningful decisions, and building emotional customer relationships can transform companies into customer-centric organizations.  Top Takeaways:    The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture.     Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company's customer-centric goals. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.    True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue. For example, offering knowledge and content for free or demonstrating appreciation for customers at all stages of their journey creates loyalty and long-term relationships.    95% of your customers will be friendly, regular people. But 5% of your customers can be complete nightmares, and nothing you do will be good enough for them. Companies often lean towards focusing on the negative 5% of customer interactions, which can result in the creation of rules and procedures based on outliers. Don't punish your good customers for the sins of the few bad ones.    Embracing a philosophy of making small, incremental improvements can lead to significant overall change in the customer experience. When companies focus on constant improvement, even if it's just 1% at a time, it can create a wave of positive impact on customer satisfaction.    Empowering employees to make small decisions and take immediate action to address customer needs can improve customer experience and loyalty. Training employees to effectively handle customer issues without having to always ask for permission enhances their ability to make decisions that benefit customers. Encouraging and reinforcing customer-centric behavior and sharing success stories during team meetings can motivate and guide employees toward delivering outstanding customer service.    Plus, Shep and Steven discuss why some companies remain "diamonds in the rough" and never successfully cultivate a customer-centric culture. Tune in!  Quote:   "It all starts with leadership. The biggest barrier for companies to succeed in their goal of becoming customer-centric is when teams don't believe their leaders."  About:    Steven Van Belleghem is a customer experience thought leader and keynote speaker. He is the author of six bestselling books. His latest book, A Diamond in the Rough: Over 100 Specific Tips to Build a Strong Customer Culture, is available now!   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
12/12/202331 minutes, 22 seconds
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How Any Business Can Adopt a Hospitality Mentality Featuring Josh Liebman

Create Customer Loyalty With a Personalized Experience  Shep Hyken interviews Josh Liebman, a guest experience expert and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. He talks about how organizations, whether in B2B or B2C, can adopt the hospitality mindset to create exceptional guest experiences and drive loyalty.  Top Takeaways:    The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry.    A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time. It's about delivering an experience that exceeds their expectations and is tailored to their unique preferences and needs.    A “wow moment” is a surprise and delight moment. It goes beyond what an employee, a team member, or the organization typically needs to do, but it shouldn't negatively impact any other guest's experience.     “Wow moments” don’t have to be complicated or costly. There are many ways to create memorable and personalized experiences for guests that have high value but little to no cost to your organization. It's about going the extra mile, finding moments to surprise and delight your guests, and creating a lasting impression that sets your business apart.    Consistency and predictability are crucial in delivering amazing customer service. While “wow moments” are memorable and can create a lasting impact, the foundation of great service lies in consistently delivering positive experiences (that are expected). The word "always" followed by something positive is how every customer should describe your business. Customers value businesses that are always friendly, always helpful, and always reliable.     Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. Tune in!  Quote:   "The idea behind having a hospitality mindset is to look beyond the dollar amount customers bring into the business. Provide an experience that extends beyond the transaction and allows you to build a framework for a service culture that treats everyone like a guest."  About:    Josh Liebman specializes in guest experience within attractions, hospitality, and tourism. He is the co-host of the AttractionPros Podcast and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest 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
12/5/202326 minutes, 45 seconds
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How a Simple Search Bar Creates a Better Customer Experience Featuring Chris Blaisure

The Power of Google Comes to Your Website   Shep Hyken interviews Chris Blaisure, senior director of innovation and engineering at Elastic. He talks about using a Google type of search engine on your company’s website to help deliver a better customer experience and help customer support agents get the best answers for their customers.  Top Takeaways:    Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company's website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.    Searching on the internet used to be about using keywords, but now it's smarter! It understands what you really want and gives you better answers. This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service.    Customers can now use everyday language to get better results that accurately match what they are looking for. For example, instead of searching "discount iPhone," customers can ask, "I want the best family plan for an iPhone in California." The answer or response suits what the customer needs better.    While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues.    Generative AI and advanced search technologies can help build unique customer experiences. Creating meaningful and personalized customer interactions with the help of AI-powered technology can help brands set themselves apart from the competition.    Plus, Chris shares how Elastic started and evolved from searching kitchen recipes to delivering AI-powered CX. Tune in!  Quote:   "Self-service unblocks customer support… and enables a better customer experience.”    About:    Chris Blaisure is the senior director of innovation and engineering at Elastic. He is a technology leader focused on customer satisfaction and driving exceptional user experiences in software and processes.  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
11/28/202329 minutes, 52 seconds
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Balancing Automation and Personalization Featuring Nicole Kyle

The Benefits of Self-Directed Customer Experiences (CX) for Customers and Agents  Shep Hyken interviews Nicole Kyle, Managing Director and co-founder of CMP Research. She discusses the evolution of self-service and digital customer service and the importance of personalization and customer control in self-service interactions.  Top Takeaways:    Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want.   The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers' perspective on how they want to spend their time. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own.    Generative AI, like ChatGPT, is expected to grow in customer contact organizations to support agents. AI will remove low-value, repeatable tasks and help with employee burnout.     Generative AI will improve agent experience by making them more self-sufficient. For example, for whatever reason, they can't reach their manager or peers, they can interact with the AI-enabled knowledge base and get the answers they need.     Organizations need to focus on personalization and customer control in self-service experiences. Customers want a personalized experience that makes them feel valued and have the ability to resolve their issues in a way that suits them.   Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions. Tune in!  Quote:   "Generative AI might reduce frontline workers in the future, but the good news is it will create jobs internally for people to monitor those tools and extract and analyze data."    About:    Nicole Kyle is the Managing Director and co-founder of CMP Research. Nicole joined CMP in November 2021 from Gartner, where she spent eight years leading research and advisory.  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
11/21/202329 minutes, 33 seconds
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How Generative AI is Disrupting the Call Center World Featuring Richard Smullen

Using Generative AI to Provide a Personalized Customer Experience  Shep Hyken interviews Richard Smullen, CEO of Pypestream, an AI-powered self-service automation platform. He talks about how automation and generative AI can enhance the customer experience and the potential for self-service interactions.  Top Takeaways:    The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers.    AI is redefining customer support. While there will still be a need for human agents in certain high-touch situations, the majority of customer interactions will be handled by AI-powered systems.    The future of customer service is heading toward self-service and personalized experiences. By providing intuitive and easy-to-use interfaces, businesses can guide customers toward the desired outcome without human intervention.    Companies that embrace AI in their customer service operations are not necessarily reducing their workforce. Instead, they are using AI to augment human agents and improve customer service experiences.     According to Martec's Law, technology changes exponentially, but organizations change logarithmically. The longer organizations delay their adoption and experimentation with technology, the greater the gap will be, and ultimately, they'll never catch up.    Plus, Shep and Richard share their predictions on how generative AI will transform customer service and what happens to businesses that fail to adapt. Tune in!  Quote:   "The customer is not going to believe that they are building a relationship with the AI. They are going to believe that they are building a relationship with the business that happens to be using AI. That level of connectivity and personalization that AI can help a business provide is what is going to drive loyalty."    About:    Richard Smullen is the founder and CEO of Pypestream, an AI-powered automation platform. Pypestream connects businesses to customers through self-service automation and smart messaging.  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
11/14/202327 minutes, 55 seconds
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Are Your Customers Happy Or Not? Featuring Miika Mäkitalo

How to Use Positive and Negative Feedback as Opportunities to Improve the Customer Experience  Shep Hyken interviews Miika Mäkitalo, CEO of HappyOrNot, a simple, non-intrusive customer feedback platform. He talks about the value of customer feedback and how businesses can benefit from actionable insights.  Top Takeaways:    Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.    Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback. These devices allow businesses to gather real-time insights and track customer satisfaction on a regular basis. Customers appreciate the convenience of these devices, as it takes just a few seconds to indicate their level of satisfaction. This encourages more customers to participate, providing a representative sample of feedback.    The value of customer feedback lies not just in data collection but in taking action. By identifying trends and patterns in feedback, businesses can make the necessary adjustments to enhance their operations, increase revenue, and improve customer loyalty.    Feedback devices with open-ended feedback options can provide even more valuable information for businesses. By allowing customers to provide specific comments or suggestions, businesses gain deeper insights into the reasons behind their satisfaction or dissatisfaction, enabling them to address specific issues and make targeted improvements.    Feedback devices can be especially beneficial for retail, healthcare, and industries where customer experience directly impacts revenue. Implementing customer feedback strategies can increase sales and profits as businesses make data-driven decisions to optimize operations and meet customer expectations.    Real-time feedback enables businesses to address issues immediately, whether a dirty restroom in an airport or a staffing gap in a retail store. Monitoring feedback in real-time allows businesses to promptly rectify any problems, ensuring a positive customer experience.    Businesses can benefit from comparing feedback across different locations or time periods. By identifying differences in customer satisfaction levels, businesses can assess the impact of various factors, such as staffing or operational changes, and make effective adjustments accordingly.    Plus, Mikka shares how much revenue a business can gain from investing in easy-to-use, real-time feedback devices. Tune in!  Quote:   "In today's world, the customer is king, and retaining them is so important. It is vital for every organization, whether it is a business or a nonprofit, to  measure their customer experience and think about what they could do better."    About:    Miika Mäkitalo is the CEO of HappyOrNot. He is an entrepreneurial business strategist who has a deep understanding of data analytics and its application in various industries, especially customer service and CX.  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
11/7/202327 minutes, 34 seconds
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The “More Than Perfect” Business Model  Featuring Paul Rutter

How to Apply the Hospitality Mentality to All Industries  Shep Hyken interviews Paul Rutter, global cruise director, speaker, trainer, and the author of You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea. He talks about the hospitality mentality in the cruise industry and how it can be applied to other businesses.  Top Takeaways:    The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods.    Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one. It involves addressing any issues they may encounter, no matter how small, and ensuring their overall satisfaction throughout the entire journey.    Employee engagement is crucial for maintaining a high level of service for any company or brand. In industries like cruising, where employees live and work together, fostering a positive work environment is essential to ensuring that employees wake up each day ready to deliver exceptional customer service.    “More than Perfect Service” is all about where you are, where you would like to be, how you will get there, and making sure that your customers and employees sing your praises.    You're not just competing with other businesses in the same industry. You're competing against every business in the world. Take other companies that deliver great service and design your training and education to emulate them.    Plus, Paul shares how he managed a recent moment of misery of a cruise getting canceled and turned it into an opportunity to keep and impress customers. Tune in!  Quote:   "Forming relationships with people is what business is all about. It's the little things that make you stand out, like learning somebody's name or writing a thank you note. It's what makes them want to come back."  About:    Paul Rutter is a seasoned professional in the cruise industry who understands the unique challenges and dynamics of living and working with customers 24/7. He is the author of Repeat Business Inc.: The Business of Staying in Business and his latest book, You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea.  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
10/31/202328 minutes, 50 seconds
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The Transformational Economy Featuring Aransas Savas

Creating Meaningful Motivation through Understanding Customer Needs  Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel, and the co-host of the Experience Strategy Podcast. She talks about the transformational experience and creating a more meaningful and valuable relationship between customers and companies.  Top Takeaways:    Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience.    Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers' needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.    Manipulative motivation, where companies use data to manipulate customers for their own needs, is not the ideal approach. Meaningful motivation focuses on creating experiences that genuinely respond to customers' needs and desires.    The power of transformation lies in unlocking and understanding the transformational aspects of a program or service. By shifting focus from just one metric (e.g., weight loss) to a holistic approach, companies can create more meaningful and impactful experiences.    The power of transformation lies in unlocking and understanding the transformational aspects of a program or service. By shifting focus from just one metric to a holistic approach, companies can create more meaningful and impactful experiences.    Understanding what matters to customers and aligning business strategies and experiences to those needs is crucial. Companies can build strong, lasting relationships with their target audience by putting customers at the center and designing experiences around their motivations.    Plus, Shep and Aransas discuss which industries transformational experiences apply to. Tune in!  Quote:   "The transformation economy is about understanding what truly motivates and inspires customers to create lasting change in their lives."    About:    Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel and the co-host of the Experience Strategy Podcast. She has worked with leading brands such as Weight Watchers, Best Buy, Truist Bank, and Clayton Homes.  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
10/24/202327 minutes, 14 seconds
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Cisco's Four Key Steps to Enhancing Customer Experience Featuring Andrew Carothers

How to Get Your CX House in Order  Shep Hyken interviews  Andrew Carothers, CCXP, Digital Customer Experience Leader at Cisco. He talks about delivering seamless experiences that lead to customer satisfaction, loyalty, and revenue growth.  Top Takeaways:    Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience.     Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention.    Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.  Embrace AI. To handle customer experience (CX) on a large scale, go beyond manual, human-driven processes. Instead, focus on meeting customer expectations for instant responses, relevant content, and smart, seamless experiences across multiple channels.  Scale digitally in lockstep with selling partners. Create a comprehensive digital experience encompassing partners, customers, and internal teams. This enables everyone to access a unified, real-time view of the entire customer journey.  Measure what matters. The metric that matters the most is the success and thriving of the customer's business.    To create a successful digital customer experience, businesses must focus on reaching customers directly and through different channels, tailoring their approach based on customer preferences and needs. Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner.    Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government. Tune in!  Quote:   "We are now in the age of the customer where customers can quickly and easily switch vendors if they want to. Every company must develop a customer experience that brings customers to the value they're looking for quickly, without a lot of hurdles."    About:    Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker. He was a founding member of Cisco's CX function, contributing to the development of the company's digital customer experience strategy.  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
10/17/202329 minutes, 16 seconds
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What is Conversational AI and How is It Changing Customer Support? Featuring Peter Mullen

Enhancing Customer Support Efficiency with AI and Human Collaboration  Shep Hyken interviews Peter Mullen, Chief Marketing Officer of Interactions. He talks about the power of AI in customer service and the benefits of integrating human support when necessary.  Top Takeaways:    Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers' queries, provide relevant answers, and guide them toward a resolution.    Combining AI and human agents can create a seamless and effective customer experience. When AI detects that a customer is not getting the desired answer or experiencing difficulties, it can seamlessly transfer the conversation to a human agent who can provide further assistance. This collaboration between AI and humans can reduce customer frustration and lead to quicker problem resolution.    Conversational AI solutions can be beneficial in voice-led customer interactions. By recognizing ambient noise, heavy accents, or other challenges, AI can identify when a customer's intentions may not be fully understood. In such cases, the conversation can be seamlessly transferred to a human agent, minimizing any disruption in the customer experience.    By automating routine inquiries and tasks, AI allows human agents to focus on more complex or specialized customer needs. This allows contact centers to handle more inquiries while maintaining service quality.    Conversational AI technology has the potential to improve customer satisfaction by reducing the number of interactions required to solve a problem. Studies show that customers often become frustrated after a few unsuccessful attempts to resolve an issue. Therefore, companies that can address customer concerns with fewer engagements will likely see higher customer satisfaction rates.    Plus, Shep and Peter answer the question: Will AI take away jobs? Tune in!  Quote:   “Generative AI has brought about a mix of excitement, fear, and confusion since the beginning. When we emphasize the importance of involving humans, it helps us anchor ourselves as we move forward.”    About:    Peter Mullen is the Chief Marketing Officer of Interactions, a company specializing intelligent virtual assistants and conversational AI. He is a seasoned marketing executive with 20 years of experience. Before his role at Interactions, he also held prominent marketing and communications roles at VXI Global Solutions, Comcast, and Netflix.  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
10/10/202329 minutes, 21 seconds
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Turning Customer Support from a Cost Center into a Revenue Generator Featuring Alex Ross

The Importance of Employee Experience to Customer Experience  Shep Hyken interviews Alex Ross, co-founder and chief operating officer of Hire Horatio. He talks about leveraging customer experience as a competitive advantage and creating a work environment that employees love (beyond the paycheck).  Top Takeaways:    Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company.    Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention.    Customer service can contribute to revenue growth by resolving customer issues and upselling, cross-selling, and retaining customers who may have been on the verge of leaving.    In today's competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage.    Creating a positive and supportive work environment for customer service employees is crucial for employee retention in an industry known for high turnover rates.    Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience. Tune in!  Quote:   "Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue. Now, investors are looking at retention and customer lifetime value, which all start with customer experience."    About:    Alex Ross is the co-founder and chief operating officer of Hire Horatio. He works with startups, providing them with invaluable customer support and back-office functions.     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
10/3/202327 minutes, 49 seconds
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The Impact of Tipping and "Tipflation" on Customer Satisfaction Featuring Forrest Morgeson

How Increased Tipping Influences Value Perception and Customer Experience  Shep Hyken interviews Forrest Morgeson, Director of Research at the American Customer Satisfaction Index and Associate Professor of Marketing at Michigan State University. He talks about how tipping and "tipflation" impacts customer satisfaction scores and the need for businesses to improve customer service and experience.  Top Takeaways:    The frequency of tipping, or "tipflation," has increased across industries. Businesses should consider tipping practices' impact on customer satisfaction and carefully evaluate when and how tipping should be implemented.    Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip. Businesses should be mindful of these factors and strive to find a balance that doesn't cause customer discomfort.    High customer satisfaction ratings contribute to the success of brands and can be indicators of financial performance. Companies that excel in simplicity, convenience, and NPS scores tend to outperform the market collectively.    Positive experiences in one industry can shape customer expectations in others. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries. Brands should aim to provide consistent and engaging experiences across all touchpoints to meet customer expectations.    While technology can enhance service delivery, it should be working well and dependable before implementation. Reliability is crucial to maintaining positive customer experiences and satisfaction.    Plus, Shep and Forrest discuss ways to increase your customer satisfaction scores. Tune in!  Quote:   "When tipping becomes a common expectation in service interactions, consumers will mentally factor it into the price and value perceptions."    About:    Forrest Morgeson is the Director of Research at the American Customer Satisfaction Index. He is an Associate Professor of Marketing at Michigan State University, where he teaches marketing management, marketing strategy, and marketing research courses to EMBA and MSMR students.    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
9/26/202333 minutes, 10 seconds
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Boosting Customer Satisfaction with Quick and Consistent Responses Featuring Howard Moodycliffe

The Impact of Speed in Winning and Retaining Clients    Shep Hyken interviews Howard Moodycliffe, Chief Executive Officer of Timetoreply. He talks about how prompt communication can help companies build trust, enhance credibility, and increase customer satisfaction.  Top Takeaways:  In today's fast-paced world, customers expect timely responses across various communication channels. Whether it's email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations.    Speaking of customers expecting quick and timely responses, if they wanted to wait, they would have waited to make ask their question or make their request in the first place. Businesses should value their customers' time and demonstrate respect by delivering quick and consistent responses. This not only helps in acquiring new clients but also strengthens customer loyalty and fosters long-term relationships.    Email remains a dominant channel for B2B communication. Companies across different industries should customize their response speed based on the preferences of their customers. There is no one-size-fits-all approach, and understanding industry-specific expectations is essential to succeed.    Consistency is crucial in providing an outstanding customer experience. It is not enough to respond quickly at the beginning of the customer relationship. You must always respond quickly. Maintaining consistent response times builds trust and sets proper expectations.     Finding the right balance between speed and quality is essential. While quick response times are important, businesses should also ensure that their responses are accurate, helpful, and provide value to the customer.  Timetoreply has a special offer for Amazing Business Radio listeners! Get one month of their email analytics and performance optimization software for free.   Plus, Shep and Howard discuss how to create a positive experience even when delivering less-than-ideal news to your customers. Tune in!  Quote:  "Speed makes one of the highest impacts in increasing customer satisfaction whether you're looking to win clients or retain the ones you already have."    About:  Howard Moodycliffe is the CEO of Timetoreply, an email response management and analytics software that helps companies empower teams, delight customers, and boost revenue.   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
9/19/202328 minutes, 1 second
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Understanding the "Why" Behind Your Net Promoter Score (NPS) Featuring Jason Barro

Leveraging Data to Improve Your Customer Experience Strategy  Shep Hyken interviews Jason Barro, Partner at Bain & Co. and Founder of NPS Prism®. He talks about the importance of measuring and understanding Net Promoter Score (NPS) in improving customer experiences (CX) and driving business growth.  Top Takeaways:  Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement.    To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. By identifying which episodes create promoters (satisfied customers) or detractors (unsatisfied customers), companies can focus on improving specific aspects of the customer experience.    Customers don't just compare you to other companies within your industry. They compare you to the best experience they have ever had. It is crucial to examine why certain companies perform better than others. By analyzing what makes them successful, businesses can identify areas where they can improve and work towards closing the gap.    Having a great product is important, but it can be overshadowed and rejected if accompanied by poor customer service. Likewise, even the best service may only temporarily excite a customer if the product fails to meet their expectations. Companies need to achieve a balance between product quality and customer experience.    Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. Tune in!  Quote:  "Happier customers are more valuable to the business. They buy more, stay longer, and bring their friends into your business."    About:  Jason Barro is a leader in Bain's Customer Strategy and Marketing practice. He is the lead partner and founder of NPS Prism ®, a customer experience and benchmarking service that provides businesses with actionable insights to build loyalty and grow sales.   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
9/12/202332 minutes, 42 seconds
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How to Redefine Leadership and Empower Employees Featuring Chris Mefford

Why Leadership is Overrated and The Power of an Ego-Free Workplace  Shep Hyken interviews Chris Mefford, CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. He discusses creating a safe space for teams to feel engaged and empowered to work at their best.  Top Takeaways:    There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research, 70% of employees are disengaged at work. However, only 30% of leaders feel that way. In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience.    Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Most of the time, people don't leave because of the company. They leave their managers.    Leaders should give authority to their teams, not just responsibility. Often, leaders think they are empowering their team by giving them more work. Empower teams by listening to their ideas and enabling them to make decisions based on what they believe is best.     In special forces like the Navy SEALs, the leader of a mission is not necessarily the highest-ranking officer but someone with the most relevant experience. The Navy SEALs practice "killing the leader," where they train by removing a leader or two to help the team understand that they are empowered to make decisions.     Acknowledgment is the top motivator for workers, even more than pay. Giving credit and acknowledging the team's efforts along the way, not just when a project is completed, boosts engagement. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. An attractive fixed salary is number eight, while the number one factor is "Appreciation for your work."    When leaders let their egos get in the way, it hinders collaboration and prevents teams from coming together to create amazing results. Great leadership requires humility and putting the team's needs above personal ego.    Plus, Shep and Chris discuss what happens when egos are removed from the leadership with examples from Aretha Franklin to book retailers. Tune in!  Quote:   "Empathy is a billion-dollar industry. When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous."    About:    Chris Mefford is the CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. He helped the Dave Ramsey Organization win the “Best Place to Work” award for eight straight years.  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
9/5/202328 minutes, 58 seconds
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How Personalization Enhances Business Relationships and the Customer Experience Featuring Patrick McCullough

Building Authenticity and Trust in Business through Impactful Communication  Shep Hyken interviews Patrick McCullough, president of Hallmark Business Connections. He talks about how businesses can use the power of personalization at scale to strengthen relationships, create emotional connections, and enhance the customer experience.  Top Takeaways:  Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty.    Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships. Sending cards for special occasions, milestones, or even reminders for appointments can show thoughtfulness and attention to detail.    A well-thought-out client journey map can ensure that personalized notes are sent at the right moments. By mapping out the timeline of each client's relationship, businesses can create a systematic approach to sending cards and notes.    Building trust and authenticity is crucial in business. Sending personalized notes creates emotional connections and reinforces the credibility and reliability of the brand or company.    The physical and digital worlds can work together to enhance customer experience. By combining the magic of the "old school touch" with digital tools, businesses can create a seamless and impactful communication strategy.    Businesses can use life touch points such as birthdays, holidays, Mother's Day, and Father's Day to connect with customers. But, what customers find surprising are business touch points that also create connections. For example, a customer signing up for a new health insurance plan may be expecting onboarding materials and contracts. So, sending a personalized note that says, "Thank you so much for choosing us, and we're going to do everything we can to stand by you." makes for a more wonderful start to the experience.    The impact of personalized gifts goes beyond the moment it is received. It leaves a lasting impression and can be a catalyst for repeat business, increased customer loyalty, and referrals.    Plus, Shep and Patrick talk about companies that have mastered personalization at scale. Tune in!  Quote:  "Greeting cards provide a tangible and unique way to break through the digital noise and make a lasting impression on customers and clients."  About:  Patrick McCullough is the president of Hallmark Business Connections, which helps businesses strengthen customer and employee relationships by deepening emotional connections with them through life event marketing.  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
8/29/202328 minutes, 35 seconds
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Delivering a Customer Obsessed Service Experience Featuring Mark Ang

Meeting Consumer Demand through Amazing Customer Support and Innovation Shep Hyken interviews Mark Ang, CEO and Co-Founder of GoBolt. He talks about taking a proactive approach to customer service and embracing technology to enhance the customer experience. Top Takeaways:    ·      Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced by everyone in the organization, from senior leaders to frontline employees.   ·      To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Utilizing cutting-edge solutions like chatbots and AI can improve efficiency and reduce ticket volume, allowing the team to focus on handling complex support issues.   ·      Respond quickly and be available through your customers' preferred channels, such as phone, email, text, and social media. Customers have high expectations when it comes to responsiveness, and meeting those expectations can significantly impact customer satisfaction and loyalty.   ·      Being proactive and using data to anticipate customer needs is a game-changer. By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support.   ·      While technology plays a significant role in improving customer service, human interaction remains essential. It's about finding the right balance between AI-powered solutions and human touch to provide a seamless and personalized customer experience.   ·      Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today. Tune in! Quote:  "The goal is not to eliminate humans. The goal is to create more time for our people to deal with higher-level support requirements, manage more complex processes, and oversee different areas of the business."   About:   Mark Ang serves as the CEO and Co-Founder at GoBolt, an organization offering simple, customer-centric, and sustainable logistics solutions. 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
8/22/202326 minutes, 59 seconds
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Aligning Marketing and Training for a Consistent Customer Experience Featuring Barry LaBov

Why Marketing and Training Go Hand in Hand in Shaping Customer Perceptions Shep Hyken interviews Barry LaBov, the founder of LABOV Marketing Communications and Training and author of The Power of Differentiation. He discusses the importance of aligning marketing messages with employee training to create a unique and consistent customer experience. Top Takeaways:  Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand's unique experience. If new hires don't receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers. Onboarding processes that quickly integrate new employees into the company culture are essential. Brands should aim to bridge the gap between their brand image and customer experience. If customers become excited about the product or brand, their expectations should be met or exceeded from the moment they interact with the business. Aligning the messaging and experience is crucial in maintaining customers' enthusiasm. Differentiating a product or brand starts from within. Before promoting to the world, it's important to share and celebrate what makes the product unique with employees. Ensuring employees are knowledgeable promotes consistency and helps avoid miscommunication or confusion. The right customer experience creates brand loyalty. Your brand's reputation is created by every individual representing the brand. It's important for employees throughout the organization to understand their role in shaping how customers perceive the brand. Regardless of location or demographic, customers expect a consistent and predictable experience.  Plus, Shep and Barry discuss how engaging one employee at a time can be more effective than mass engagement. Tune in! Quote: "Marry the message to the experience. The marketing and promotion should be congruent with the actual experience the customer receives."  About:  Barry LaBov is the founder of LABOV Marketing and Training in Fort Wayne, Indiana. He empowers brands to impress their customers and capture the hearts of their employees. He is the author of The Power of Differentiation, a book that helps leaders discover and share what makes their brands unique. 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
8/15/202325 minutes, 53 seconds
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Creating a Destination Employment Experience Featuring Alan Masarek

Investing in Customer Experience and Employee Engagement Shep Hyken interviews Alan Masarek, CEO and Board Director of Avaya. He discusses prioritizing customer satisfaction and creating a positive workplace culture. Top Takeaways:  Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities.  In today's job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity. Companies need to create a work environment that employees never want to leave and would want to recommend to others. Providing innovation without disrupting existing systems is a strategic approach for companies with large installations. The gradual integration of new channels and capabilities can help customers evolve and expand in the journey they have chosen. Creating a clear and transparent roadmap is key to building trust with customers and employees. Companies can foster stronger relationships and restore confidence in their offerings by demonstrating reliability and actively involving customers in the decision-making process. This can be achieved through open communication, sharing long-term plans, and consistently delivering on commitments. Balancing financial results with customer and employee objectives is essential for long-term success. Companies should prioritize customer delight and creating value for shareholders. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results. Plus, Shep and Alan talk about Avaya's North Star and how it can be applied to businesses of any size, in any industry. Tune in! Quote: "The megatrend in business today is towards CX. Brands have to differentiate themselves based on customer experience.” About:  Alan Masarek, CEO and Board Director of Avaya. He is the former CEO of Vonage. and brings over 30 years of software and cloud-based business 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
8/8/202328 minutes, 40 seconds
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The Role of Human Interaction in a Digital-First World Featuring Tom Martin

Balancing Technology, the Human Touch, and Customer Experience (CX) Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience. Top Takeaways:  In the age of advanced technology, it's crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short.  Understanding and predicting customer needs are key to effective customer engagement. By analyzing their data and journey, businesses can provide tailored assistance "in the moment". This not only solves customers' problems efficiently but also strengthens the relationship. Provide seamless connections between various communication channels, including chatbots, apps, phone calls, and emails. The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels.  Customer interaction often spans multiple departments or silos within a company. It is important for leadership and management to know that the customer doesn't care about silos and what is happening in the background. The only thing that they care about is that they have a great experience with you – and when they do, they reward you with more business. Repetition is unnecessary friction in delivering a seamless customer support. Customers dislike having to repeat themselves or go through verification processes multiple times. Companies should strive to streamline their support systems so that customers can connect easily and quickly without unnecessary steps or frustrations. When offering digital support systems, enable customers to reach a real person whenever needed. Use AI to provide contextual information to the agent as the conversation is happening. When AI pulls information from the customer's history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution. Plus, Shep and Tom talk about "wallet share" and how providing an amazing experience can help companies gain trust and become the go-to provider for all of their customers' needs. Tune in! Quote: "Different channels allow you to communicate with a business, and each one can serve a very specific purpose. All of these need to work together so that the customer experience isn't disrupted and there is no unnecessary friction to get from one channel to the next." About:  Tom Martin is CEO at Glance, a software company focused on the enterprise space, helping businesses connect with their customers inside of a digital journey to bring in the human connection in moments of need. He is a CX contact center strategist, product lifecycle expert, and partnership builder. 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
8/1/202327 minutes, 10 seconds
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Intuitive AI and Customer Experience (CX) Featuring Anand Janefalkar

How AI is Transforming Customer Communication Shep Hyken interviews Anand Janefalkar, CEO and founder of UJET. He talks about the power of AI enhancing CX and how businesses can leverage it to improve customer support and avoid churn. Top Takeaways:  Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience. They found out that the number one reason customers leave is rudeness or apathy. Almost 40 years later, our customer service and experience research has the same findings - the number one reason customers leave to do business elsewhere is rudeness or apathy.  The evolution of customer communication has expanded beyond traditional phone and mail. Companies must embrace diverse channels like chatbots, social media, and visual communication to meet customer expectations and deliver a seamless experience. Customer service professionals and support agents now mostly consist of young professionals who are digitally acquainted. They are "obsessed" with their phones, and the internet has become a seamless extension of their day-to-day lives. Training them on a stack designed 20-30 years ago, which they have never used in their lives, then asking them to solve a problem for the customer without using their senses of visual and contextual information gathering is a recipe for disaster. The result can be rudeness that comes from frustration from the inability to solve that issue. Technology must feel intuitive. Just like smartphones became popular because they are easy to use, customer service platforms must prioritize user-friendly interfaces that make interactions effortless. They should have a human-first mindset when designing communication between customers, support agents, and AI. Organizations need to be responsible for using AI for customer interactions. Proper training, data, and empathy are crucial to ensure AI understands and responds appropriately to customers, providing a human-like experience while maintaining efficiency and accuracy. Plus, Shep and Anand discuss how AI can empower agents and increase their efficiency. Tune in! Quote: "Natural language processing and AI play a crucial role in customer communication. When communicating with customers, it needs to feel like you're explaining something just like you would explain it to a family or a friend."  About:  Anand Janefalkar is the Chief Executive Officer and Founder of UJET. Anand founded UJET to modernize the contact center by addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with changing human interaction landscape. 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
7/25/202328 minutes, 48 seconds
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Why Employee Experience (EX) is the New Customer Experience (CX) Featuring Philip Mandelbaum

Creating a Diverse, Equitable, and Inclusive Workplace That Drives a Better Employee Experience Shep Hyken interviews Philip Mandelbaum, founder, and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. He talks about how prioritizing diversity, equity, and inclusion creates a supportive work environment that drives revenue growth and customer loyalty. Top Takeaways:  Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand.  Many people in diverse workforces report being discriminated against. According to Deloitte's State of Inclusion survey, nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. Studies have shown that companies devoted to DEI (diversity, equity, and inclusion) earn 140% more revenue. They are 70% more likely to capture a new market and 35% more likely to outperform their competitors.  There is a difference between equality and equity. Equality is about treating each person with respect regardless of their background. Equity is acknowledging that people show up to work under their own unique circumstances. It considers historical and present-day disadvantages and makes sure that each individual has the appropriate resources to succeed.  Customers buy and support companies that care about the same things that they do. According to our 2023 Achieving Customer Amazement Study, sponsored by Five9, 43% of consumers believe it's important that a company has a social cause that's important to them. 41% are willing to pay more if the cause is important to them, making the price less relevant. 60% of Gen Z said they are willing to tolerate a poor service experience from a company that cares about the same things they do. Plus, Shep and Philip discuss who they think is the most important person in an organization - the CEO, the customers, the employees, or the shareholders. Tune in! Quote: "Diversity, equity, and inclusion are important to a business's internal success with the employees, which translates to customer success." About:  Philip Mandelbaum is a 20-year industry veteran and thought leader in digital marketing, customer experience, and employee experience. He is the founder and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. 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
7/18/202328 minutes, 30 seconds
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The CX Impact of A Subscription Model: Switching From Ownership to Usership Featuring Yann Toutant

The Benefits of the As-A-Service Model Shep Hyken interviews Yann Toutant, founder of Black Winch and author of AS A SERVICE: Turn Your Product Based Business Into a Subscription Model. He talks about what an As-A-Service model is and how it impacts the customers, the business, and the environment. Top Takeaways:  Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.  Customers often have many possessions that require their time and money to manage. In an As-A-Service model, customers become users instead of owners. Through usership, products will fulfill a need without the burden of maintenance, storage, and the added cost of owning.  The benefit of usership in the As-A-Service model is that when the product or solution a customer subscribes to is no longer needed, they can easily opt out of it without being left with something they can't use. The As-A-Service model creates a circular relationship with customers. The interaction does not end when the sale is closed. Instead, companies provide an experience where customers have a much stronger connection to the brand through regular (daily, weekly, monthly) contact.  There is a positive environmental impact with the As-A-Service model for physical products. When a user no longer needs a product, another user can use it, or the manufacturer can refurbish or remanufacture it into new equipment.  Plus, Shep challenges Yann to think of a product that cannot be transformed into an As-A-Service or subscription model. Tune in! Quote: "Do you own your belongings, or do your belongings own you? I decided to rid myself of many belongings anchoring me down and go for usage instead of ownership. You don’t need to own something to get the best experience.”  About:  Yann Toutant is the founder of Black Winch, where he helps organizations focus on the customer experience by implementing a successful and scalable As-A-Service Model. His book, AS A SERVICE: Turn Your Product Based Business Into a Subscription Model, 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
7/11/202325 minutes, 46 seconds
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Simplicity Leads to Customer Loyalty Featuring Ricardo Saltz Gulko

Creating Simple and Convenient Customer Experiences Shep Hyken interviews Ricardo Saltz Gulko, Managing Director of Eglobalis and Co-Founder of the European Customer Experience Organization (ECXO). He shares how brands prioritizing simple and convenient experiences can gain a competitive advantage. Top Takeaways:  A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Being nice and respectful is one thing, but there is more. There must also be a process behind delivering an amazing customer experience. Adoption means loyalty. Make it easy for your customers to adopt your products and services. This will make the difference between them continuing to do business with you instead of going to your competitors. There is a place for simplicity and complexity. Behind-the-scenes, your operation can be complex, allowing you to deliver everything your customers need and expect. However, on the surface, it needs to be simple. Most people have a limit on the number of decisions that they want to make in a day. A confused buyer will likely move on and find a place that’s easier to do business with. Make it simple for your customers without sacrificing quality. Measure and get feedback on the different points of the interaction throughout the customer’s journey. Use the data and feedback to improve the experience. Ricardo wrote a must-read article on why brands should simplify customer and employee experiences. Plus, Shep and Ricardo share how much money companies leave on the table by making experiences too complicated for their customers. Tune in! Quote: "If you don't design customer experiences around simplicity, you are leaving money on the table. The easier you make the experience for your customers, the sooner they will adopt your products and services." About:  Ricardo Samuel Saltz Gulko is a global strategist focused on customer experience, operations simplification, technology design, and culture transformation. He is the Managing Director of Eglobalis and the co-founder & initiator of the European Customer Experience Organization. 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
7/4/202330 minutes, 24 seconds
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How to Never Lose an Employee Again Featuring Joey Coleman

Empowering Employees From the First 100 Days and Beyond Shep Hyken interviews Joey Coleman, an award-winning speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention. He shares why employees leave and how organizations can create a meaningful work culture that supports longevity. Top Takeaways:   ·      You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both.   ·      The first 100 days are the most important time in the entire relationship with an employee because this is where the foundation is laid. How we onboard employees and make them feel part of our organization’s community can differentiate whether they will be long-time employees or leave as fast as they came.   ·      When onboarding and acclimating your employees, the number of days you're willing to spend teaching them, showing them the ropes, and “holding their hand” is directly proportional to the number of months they will stay as an employee.   ·      Work Institute did a massive survey of exit interview investigations, and here's what they found - Top 5 reasons why employees leave:   ·      Reason #1 Career - 24% of the employees leave because they couldn't see a clear career path.   ·      Reason #2 Job - Stress, lack of resources, training, and empowerment.   ·      Reason #3 Health and Family - Their personal health or a responsibility to care for kids or aging parents.   ·      Reason #4 Work-Life Balance - Travel, commute, or scheduling.   ·      Reason #5 Rewards - Only 9% of employees leave for a bigger paycheck.   ·      Employers may care about their employees, but the employees themselves may not know it. Your employees probably have no idea of all the time and effort you're spending thinking about making payroll, advancing their careers, and making sure people don't suffer burnout. Share it with them, but when you do, spend a little less time telling and a little more time showing.   ·      Plus, Joey shares the two of the eight phases of the employee journey that every organization needs to ace. Tune in! Quotes:  “If you're not painting a clear path for your people and expecting them to manage and figure out their careers on their own, then you deserve to lose them.”   About:   Joey Coleman is the creator of the First 100 Days® methodology for improving customer and employee retention. He is the author of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days and Never Lose an Employee Again: The Simple Path to Remarkable Retention. 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
6/27/202333 minutes, 40 seconds
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Customer-Centric Marketing Featuring Mich Hancock

Leveraging Content and Social Media to Provide Customer Care Shep Hyken interviews Mich Hancock, CEO of 100th Monkey and the host of MichMash Podcast. She talks about how brands can use digital content and social media to communicate with customers, showcase their values, and enhance customer experience. Top Takeaways:  Social media is called "social" for a reason. It's more than posting branded content. It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. Respond thoughtfully to every comment, positive or negative. Instead of replying with a generic "thank you" each time someone leaves a comment, respond in a way that makes the customer feel heard as an individual.  Customers are watching you on social media. They are especially watching how you handle negative comments or complaints. When you handle negative comments effectively, it gives customers tremendous confidence to want to do business with you. Remember, you are not trying to win an argument, you are trying to win the customer – and in the world of social media, everyone can watch Social media is a way for businesses to bring people into their community. It is a way for brands to tell a story about their business so customers can get to know them better and understand how they work.  When you offer customer care through social media, educate your customers to go to that channel, and make sure you are monitoring those channels and engaging with your customers promptly.  Plus, Mich shares how companies can share their values, message, and authenticity with their customers. Tune in! Quotes: "Customers like to do business with companies that care about the same things that they do. If you support an amazing cause, you should talk about it because it says a lot about you." About:  Mich Hancock is the CEO of 100th Monkey. She is the Co-Founder and License Holder of TEDxStLouis and the host of Michmash Podcast, where she helps individuals and organizations raise their voices and be heard. 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
6/20/202326 minutes, 23 seconds
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Creating Confidence Building Communication Featuring Justine Tavares

Delighting Customers Through Effective Communication Shep Hyken interviews Justine Tavares, Director of Customer Success at TextExpander, a productivity tool that automates repetitive tasks and improves communication efficiency. She talks about improving customer relationships through customer-centric, up-to-date, and consistent messaging. Top Takeaways:  TextExpander allows you to access all of the things your team needs at their fingertips. It empowers teams to access the information they need to do their day-to-day, such as support responses, e-mail replies, sales pitches, and many more. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Up-to-date and consistent messaging ensures customer delight. Whenever an update is implemented within your organization, ensure it is communicated from the frontline to the back office so that everyone can access the same information.  You don't always make decisions that are going to make the customers happy, but always keep them in mind when making them.  Proactively communicate changes that could impact customer experience. Provide transparent and open communication with your customers. When there's a change that a customer may not be excited about or happy about, it is received better.  Over-communication is better than no communication. Having information gives customers a sense of control and confidence even when they are facing problems or delays.  When you want to create loyalty and an amazing experience, the word you want to hear the customer use is "always" in front of something good. For example, "They always take care of me even when there's a problem."  Plus, Justine shares how TextExpander uses "white glove onboarding" to meet customers where they are. Quotes: "The customer should be at the core of everything that we do. We think about the customer first in every decision we make and every product we release." About:  Justine Tavares is the Director of Customer Success at TextExpander. She empowers her team to create customer-centric strategies to help individuals and teams achieve productivity goals. 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
6/13/202327 minutes, 6 seconds
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Shifting to the Employee Experience (EX) Mindset Featuring Tiffani Bova

Happy Employees, Happy Customers Shep Hyken interviews Tiffani Bova, bestselling author and global customer growth and innovation evangelist at Salesforce. She discusses the link between employee experience, customer experience, and company growth. Top Takeaways:  Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them.  Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate. If you are going to do something for your customers to enhance their experience, make sure you recognize its intended or unintended impact on your employees. When you implement changes to improve CX, make sure you are not increasing the difficulty for your employees to do their jobs.  Companies have over-pivoted the customer experience at the expense of all else. You need to be flexible because when you pivot, you turn your back on something. 54% of the C-Suite believe that the technology their employees use is effective for them to do their job. Only 32% of employees agree with that statement, and only 20-ish% of customer-facing employees agree. To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees. Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS). Tiffani shares highlights from her latest book, The Experience Mindset: Changing the Way You Think About Growth, including an intentional approach to happy employees for every team in your organization. Plus, Shep and Tiffani share what happens when executives actually spend time with customers (with examples from Starbucks and Microsoft). Tune in! Quote: "Many executives don't use the tech their employees use. They do not experience inefficiency, yet they are very focused on productivity. They focus on the customers, but they are not aware of what systems, tools, and training are in place that allow or inhibit their employees to be the best that they could be."  About:  Tiffani Bova is the global customer growth and innovation evangelist at Salesforce. She is the Wall Street Journal, bestselling author of Growth IQ. Her latest book, The Experience Mindset: Changing the Way You Think About Growth, 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
6/6/202328 minutes, 53 seconds
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Transactional VS Emotional Customer Loyalty Featuring Mark Ross-Smith

How Brands Can Find a Balance Between Incentives and Emotional Connection Shep Hyken interviews Mark Ross-Smith a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com. He talks about the roles of transactional and emotional incentives and how brands must learn to balance the two to build long-term customer loyalty. Top Takeaways:  Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study, 69% of customers say loyalty programs are important to them. That’s almost seven out of ten customers who appreciate a good loyalty program. True loyalty programs are not just about points and perks; that is more about marketing. True loyalty is when a customer chooses to do business with you even when they have other options, regardless of the rewards. A successful loyalty program is not designed for everyone. It should work really well for a certain group of customers and reasonably well for a slightly larger one. There are two ways to get people more invested in a brand. First is the transactional way, such as getting customers to subscribe to a product. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Transactional incentives and emotional engagement have their roles in creating loyalty. Brands must learn to find a balance between the two to build long-term customer loyalty. Some brands use the five love languages to tap into the emotional side of their customers - Words of affirmation ("You're one of our most important customers."), Quality time (Spending time to ask them about their day or their experience), gifts, acts of service, and physical touch (a handshake or a gentle tap on the shoulder when appropriate). Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. Tune in! Quote: "Be a customer of your own product. Learn the challenging situations that your customers face throughout their experience. Being a customer of your business is fantastic training for learning how to improve the customer experience and the loyalty experience." About:  Mark Ross-Smith, a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com, a loyalty platform that helps individual consumers and corporate clients get equivalent value status with a competing airline and hotel. 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
5/30/202331 minutes, 12 seconds
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AI is the Future of Customer Service and CX Featuring Mario Matulich

How Leveraging Artificial Intelligence Can Be a Win-Win Contact Center Agents and Customers   Shep Hyken interviews Mario Matulich, President and Managing Director of Customer Management Practice. He talks about how organizations can use artificial intelligence and self-service options to empower support agents and elevate the customer experience. Top Takeaways:  There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers. It gives companies solution to create a better agent experience, and it allows the customers to resolve issues quickly without having to put up with long wait times. To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development. Artificial Intelligence will not eliminate the need for customer support professionals. Instead, it will assist agents with knowledge management, eliminate mundane work, and allow agents to focus on what they do best: serve customers.  Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction.  The employees in the frontline do more than answer phones. They retain customers, generate revenue, and serve as an extension of the research and development department. They have information and insights from interacting with customers that managers and C-suite may not have access to. Plus, Shep and Mario discuss what to expect in Customer Contact Week Las Vegas on June 19-20, 2023, featuring a keynote speech from Grammy® Award-winning Musician & Entrepreneur, Pitbull. Tune in! Quote: "Customer preferences have shifted dramatically in the last couple of years. Many customers want to self-serve. They want to effectively find a quick resolution to their challenges without the assistance of another human being, and AI can make that possible." About:  Mario Matulich is the President and Managing Director of Customer Management Practice, a leader in market research, events, and customer-centricity. He played professional baseball for the Cleveland Guardians. 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
5/23/202329 minutes, 48 seconds
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Putting Customers First is a Game Changer Featuring Jesse Cole

How The Savannah Bananas is Changing Baseball through Fan Focus, Creativity, and CX Shep Hyken interviews Jesse Cole, founder of Fans First Entertainment and owner of the Savannah Bananas. He talks about how he redefined baseball and customer and employee experience by creating a culture that puts them first. Top Takeaways:  The Savannah Bananas sells out every game, with a waitlist of 550,000 for tickets. There are 3,000 people joining the waitlist every day. They have 4,000,000 more followers on social media than any Major League Baseball team. The best inspiration happens from what people are doing wrong. Ask what the biggest friction points in your customers’ experiences are. Then, do the opposite. The Savannah Bananas took the biggest friction points in a baseball game and changed the rules. For example, a typical baseball game can run for over 3 hours. In Banana Ball, each game lasts no more than 2 hours. Learn from outside your industry and bring that into your organization. Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team. If everyone in your business makes the customers the stars and gives them the red carpet treatment, you make those customers feel like a million bucks. It changes everything for the customer, and your employees will have more purpose and pride in their work. Ideas are the future. Work your idea muscle like you work out your regular muscles. Write down a few ideas every day, get together with your team, and share them. You'll get more energy, inspiration, and purpose out of ideas. Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas, just came out May 18, 2005. Get it at Amazon.  Plus, Jesse shares some incredible fan-first moments from their tour. Tune in! Quote: "Imagine what the best possible customer experience is and do that. Don't settle for the way things have been done before." About:  Jesse Cole is the founder of Fans First Entertainment and the owner of the Savannah Bananas. He is the author of Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience, Find Your Yellow Tux: How to Be Successful by Standing Out, and Banana Ball: The Unbelievably True Story of the Savannah Bananas. 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
5/16/202329 minutes, 31 seconds
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Voice of the Customer-Driven Service Featuring Evan Klein

How to Leverage Customer Feedback to Enhance Every Stage of the Customer Journey Shep Hyken interviews Evan Klein, Founder and President of Satrix Solutions, a customer experience and employee engagement consulting firm. He talks about how businesses can encourage customer feedback and how to leverage that to improve the overall experience. Top Takeaways:   ·      The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience.   ·      A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.   ·      The frontline is important, but we need all employees to act based on the feedback of the customers. Every employee should leverage customer feedback to think about their role in enhancing the customer experience.   ·      Be open to really listening to the customer. NPS is a good way to start understanding your customer’s experience with your brand. Adding open-ended questions like “What can make your experience even better?” can give you so much more context and rich feedback.   ·      Survey and ask for feedback from different audiences. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Tailor your surveys with each customer's experience in mind.   ·      Leverage your promoters. Use their feedback for marketing purposes, testimonials, and case studies. Find feedback patterns that will influence your product roadmap, service delivery model, support channels, and future investments.   ·      Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Tune in!  Quote:  "Be open for context and find patterns across all the feedback you receive from your customers. Probe and understand customer frustrations. Mobilize your promoters and leverage their feedback to operationalize creating excellent customer service."   About:   Evan Klein is the Founder and President of Satrix Solutions. He helps companies increase revenue growth by enhancing customer experience and improving employee 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
5/9/202329 minutes, 52 seconds
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Building a People-First, Product-Second Culture Featuring Bob Phibbs

How to Keep Employees and Customers Loyal to Your Brand Shep Hyken interviews Bob Phibbs, widely known as The Retail Doctor, host of the Tell Me Something Good About Retail podcast, and founder of SalesRX. He talks about how retail stores (and all types of organizations) can transform their business from a place where people merely buy products to a destination brand known for amazing customer experiences.  Top Takeaways:   ·      Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible. ·      What's happening on the inside is felt on the outside by the customers. Be mindful of the environment that your employees are going to work in. Empower them with the right tools and training to do their job well. If you fix the people side of your business first, you will create a better customer service experience. ·      Create awareness of what great customer service looks like in your company. Ensure that your employees align with how you want them to treat customers. Teach them to recognize when they are providing a good customer experience and continuously train them to be better and better.  ·      Employees are looking for more than just a paycheck when taking on or staying at a job. They are putting employers to the task of providing a work environment that provides growth and satisfaction. ·      Training is not something you did. It's something you do over and over again. Invest in your employees' training and onboarding. Then, constantly reinforce it throughout the time that they are with you, whether in weekly meetings, daily huddles, or sharing customer feedback and make sure what they have learned translates into their day-to-day engagement with your customers. ·      Plus, learn how not to (in Bob's words) piss off your employees. Tune in!  Quote:  "Focus on the people, not the products. You will get higher conversion rates when employees are happy, stay longer, and know how to engage with customers in a way that builds trust."   About:    Bob Phibbs is a customer service expert, author, sales coach, and founder of SalesRX. He works with retailers and brands to increase conversion rates by providing amazing experiences. He shares his expertise on The Retail Doctor. 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
5/2/202330 minutes, 24 seconds
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The Positive Influence of Scarcity on Customer Experience Featuring Mindy Weinstein

How to Use Scarcity to Influence Customer Decisions Shep Hyken interviews Mindy Weinstein, author of The Power of Scarcity: Leveraging Urgency and Demand to Influence Customer Decisions. She talks about the four types of scarcity and how businesses can use them to create community, loyalty, and excitement around their brand. Top Takeaways:    ·      When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand.   ·      Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers' best interest.   ·      Most people think of scarcity as FOMO(fear of missing out), but it is so much more than that. There are four types of scarcity:   1.    Time-related scarcity - when products or services are available for only a set amount of time. 2.    Supply-related scarcity - when a limited number of products are available or when companies want to create a feeling of exclusivity or uniqueness. 3.    Demand-related scarcity - when customers are excited and want to make sure they can purchase a product before it is gone. 4.    Limited edition – when there is a special or rare version of a product that customers love to collect.   ·      When companies create a scarcity mindset and communicate it well to their customers, it creates a sense of control where the customer feels they have the power to decide when and why they want to buy.   ·      When companies create a mindset of scarcity with products that customers enjoy (for example, limited edition sports or movie memorabilia), they show that they truly know their customers and how to engage with them.   ·      Plus, Shep and Mindy talk about how successful companies use the scarcity mindset to create amazing customer experiences. Tune in! Quote:  "Scarcity creates community. When done right, incorporating scarcity can help brands create loyalty, excitement, and bond with their customers."   About:   Mindy Weinstein is the author of The Power of Scarcity: Leveraging Urgency and Demand to Influence Customer Decisions. She is a marketing instructor at Grand Canyon University and a program leader for The Wharton School at the University of Pennsylvania and Columbia Business School. 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
4/25/202328 minutes, 26 seconds
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Customer Service Lessons From the Healthcare Industry Any Business Can Use Featuring Jennifer FitzPatrick

Patient Experience Best Practices That Every Business Must Do Shep Hyken interviews Jennifer FitzPatrick, founder of Jenerations Health Education and author of Reimagining Customer Service in Healthcare: Boost Loyalty, Profits, and Outcomes. She talks about how organizations can de-escalate complaints, reduce malpractice claims, and promote better healthcare outcomes by improving patient experience. Top Takeaways:  We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes. Patients are not just comparing their healthcare providers with other healthcare providers. They compare their experiences in the healthcare world with the best customer service they received from anyone in other industries. Healthcare must recognize younger generations of employees (GenZ and Millennials) are expressing themselves differently than GenX or Boomers. Instead of focusing on external factors like the color of someone's hair or whether they have tattoos or piercings, identify the top qualities that truly matter to your patient's care. Are they compassionate, intelligent, kind, and reliable? Nobody wants to engage with the healthcare system. On a pain scale of zero to 10, most patients come in because they are at a seven or higher. Find ways to make the experience less painful for them, like setting the right expectations, providing updates, and not making them repeat the same information over and over again when it is not necessary. Plus, Shep and Jennifer discuss what is more important in choosing a healthcare provider, expertise or bedside manner. Tune in! Quote: "Train your people to do the right thing for your patients or customers, don't assume they know. Make sure that anybody who comes into contact with the patient and the patient's family members, from doctors to billing and housekeeping, are properly trained on customer service." About:  Jennifer L. FitzPatrick is the author of Reimagining Customer Service in Healthcare. As the founder of Jenerations Health Education, Jennifer helps organizations develop happier healthcare 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
4/18/202326 minutes, 2 seconds
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CX: Balancing Functionality and the Human Experience Featuring John Sills

How Organizations Can Reconnect with the Human Side of Their Business Shep Hyken interviews John Sills, Managing Partner at The Foundation, a customer-led growth consultancy. He is the author of The Human Experience: How to Make Life Better for Your Customers and Create a More Successful Organization. He talks about the three myths hindering organizations from connecting with their customers and providing an emotional, human experience. Top Takeaways:  Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience, John Sills shares the three myths that create poor customer service. Myth #1. The Myth of Customer Feedback. There's never been more data coming into organizations through surveys. The danger of this myth is that the amount of feedback convinces leaders that they are doing what matters to customers, but what they actually have is their customers' opinions about their business. Leaders need reconnect with customers and learn about what matters in their lives. This is how businesses can truly be useful to customers. Myth #2. The Myth of Customer Loyalty. Customers are only loyal to companies as long as they stay useful. If a more useful alternative comes along, customers are going to leave. This myth is a problem because once organizations believe that customers are loyal, they stop trying. They start taking their customers for granted. Myth #3. The Myth of Return on Investment. You have to change the mindset that good customer service is going to make you money. The mindset should be that a good customer experience is more efficient and cheaper to execute while a bad customer experience is really expensive to provide. There are two types of efficiency in customer support/contact center. The first one is about taking the maximum number of calls per hour. The second one is getting it right the first time, regardless of how long it takes. Plus, John shares how a Swiss Rail train breaking down has led to one of the best customer experiences he has ever received. Tune in! Quote: "The world is a better place when organizations are making things better for customers." About:  John Sills is Managing Partner at the customer-led growth company, The Foundation, where he works with organizations across the world. His first book, The Human Experience: How to make life better for your customers and create a more successful organization, is now available. 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
4/11/202326 minutes, 51 seconds
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Boosting Profits with Personalization Featuring Eric Melchor

Delivering an Amazing Customer Experience through Seamless Self-Service and Human Interactions Shep Hyken interviews Eric Melchor, Partnerships & Personalization Ambassador at OptiMonk, a company that helps brands improve their customers' shopping experience through personalization. He talks about how personalization can help businesses increase sales and nurture loyal customers. Top Takeaways:  Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences. How does personalization impact the bottom line? Better return on ad spend. Personalization can help you get a better return on investment if you are doing paid ads. Personalization can decrease cart abandonment. Personalization helps you grow your email list faster. A personalized experience increases your average order value. When a customer adds something to their cart but doesn't make a purchase, provide a quick survey to find out what prevented them from buying. You will get so many insights about the obstacles your customers face in their journey that will help you create a personalized experience for them.  Plus, Eric shares his easiest, simplest, and most cost-effective suggestion for getting a website to become more personalized. Tune in! Quote: "Personalization used to cost a lot. But now, businesses have access to tools and applications to create personalized messages for each customer segment that does not require coding or a big IT team." About:  Eric Melchor is the Partnerships & Personalization Ambassador at OptiMonk. He is the host of Innovators Can Laugh, a podcast where he interviews European startups. 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
4/4/202327 minutes, 54 seconds
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The Human-AI CX Partnership Featuring Declan Ivory

Delivering Amazing Customer Experiences through Seamless Self-Service and Human Interactions Shep Hyken interviews Declan Ivory, Vice President of Customer Support at Intercom, dedicated to applying digital technologies to empower customer support teams. He discusses the technology available to drive meaningful change and innovation for customer experience. Top Takeaways:  Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. We now have technology that companies can apply quickly and cost-effectively to deliver the transformational experience customers have expected from the support industry for a long time. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot. Customer information is now integrated, so chatbots have the same access as human support agents. And often, they can better understand the context of what the customer is contacting them about.  Transitioning from automated to human support needs to be seamless. The customer should have to repeat everything they just said. This personalization and convenience make the customer feel valued throughout the interaction. Most customer support experiences are reactive. Support agents usually respond to the customer’s issues or questions. However, customer expectations have evolved so that a compelling experience is one where customer support doesn't wait for something to go wrong; they can predict an issue before it happens and proactively start the conversation with the customer to solve the problem before the customer ever knows about it.  An omnichannel experience is about enabling the customer to engage with you on any channel that makes sense to them. The important thing about this experience is meeting them where they are and demonstrating that you value and understand the customer in every channel they use. Plus, Shep and Declan discuss how technology has evolved in the customer support world- from clumsy and clunky to a seamless experience. Tune in! Quote: "The future is automation and human support. You need the knowledge and understanding that a human support agent brings to handle complex issues. And, you want self-service to be available to quickly handle the more simple transactions.” About:  Declan Ivory is Intercom’s Vice President of Customer Support. He is an experienced senior leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations. 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
3/28/202327 minutes, 4 seconds
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Building Trust and Loyalty through Active Listening Featuring Heather Younger

Cultivating Customer Relationships through the Art of Active Listening Shep Hyken interviews Heather Younger, Founder & CEO of Employee Fanatix and author of The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood. She talks about creating a culture of listening to ensure customers feel heard, valued, and understood. Top Takeaways:   ·      Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage.   ·      Heather Younger shares her 5-step framework on how to listen better:   1. Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don't recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.   2. Seek to understand. The main focus should be service. Give your customers the undivided attention required to be on the same page. Use techniques like paraphrasing so that the customers know that their verbal and nonverbal message is received properly.   3. Decode. Pause and reflect. If we respond too quickly, we often don't solve the problem that needs solving. Responding too quickly often creates a bigger issue than before because we didn't take the time to investigate, research, or involve a bigger team.   4. Act. Figure out what solutions the customer is looking for, act quickly, and keep your promises if you cannot deliver the solution right away.   5. Close the loop. Thank the customer for their feedback, then let them know what actions you took or are going to take. This lets the customer know that they are more than just a number. It also builds trust.   ·      Plus, Heather shares the biggest barriers to listening that customer service employees are experiencing. Tune in! Quote:  "When you keep your promises to your customers, they feel valued, heard, and understood."   About:   Heather Younger is a keynote speaker, a diversity, equity, and inclusion strategist, Founder & CEO of Employee Fanatix, and a bestselling author. Learn more about her new book, The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood. 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
3/21/202328 minutes, 2 seconds
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A Five-Star Experience Featuring Katie Mares

Five Steps to Delivering an Exceptional Customer Service Shep Hyken interviews Katie Mares, a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. She talks about how each touchpoint in a customer's journey impacts their perception of your business and how you can create moments that elevate their experience. Top Takeaways:   ·      In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience. 1. Understand that what you say and how you say it matters. Choose words that elevate the experience. Speak to your customers in a way that is engaging and sincere. 2. Use your customer's name. Dale Carnegie said, “A person's name is to him or her the sweetest and most important sound in any language.” Saying their name is a simple first step in connecting with your customers.  3. Show your genuine interest. The customer keeps your business going and helps you live the life that you have by paying for your goods and services. Show up and show genuine interest to every customer. 4. Be anticipatory and deliver the “plus one.” Use the nuggets of information that you have about your customers to elevate their experience. It does not have to be something big or expensive. It can be a little extra effort that levels up the experience.  5. Be a hero. Service recovery should be part of the experience. We're human, and we’re going to drop the ball. Consider a complaint or problem an opportunity to create an even better experience. ·      Plus, Katie combines science and her business knowledge to explain how men and women differ when it comes to how they perceive their experiences as well as how they communicate and want to be communicated with. Tune in! Quote:  “A transactional experience is very utilitarian. It is focused on the facts and the practical aspects of the customer relationship. An interactional experience goes beyond that. It is focused on emotional shift that creates trust that leads to the purchase and the loyalty after that.”     About:   Katie Mares is a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. She is the Chief Inspiration Officer at Katie Mares, where she helps brands design experiences 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
3/14/202329 minutes, 24 seconds
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Using Customer Feedback to Drive Company Growth Featuring Michelle MacCarthy

Including the Customer in Design, Decision Making, and Expansion Shep Hyken interviews Michelle MacCarthy, Global Head of Customer Success at Unit4. She talks about utilizing feedback to improve customer satisfaction and lead company success. Top Takeaways:   ·      Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they're benefiting from your product and identifying barriers or pain points that they are experiencing.  ·      Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.   ·      New technology will not replace the human-to-human relationship. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX.   ·      Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials.   ·      Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.   ·      Plus, Michelle weighs in on ChatGPT and how it will impact customer experience. Tune in! Quote:  "Customer experience is something that's owned by everyone in the organization. Regardless of role, having a truly customer-centric culture will help fuel better employee retention." About:   Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company's customer experience strategy transformation and customer success evolution. 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
3/7/202325 minutes, 29 seconds
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Telling Your Brand Story Through the Customer Experience Featuring Christoph Trappe

The Intersection Between Marketing and CX Shep Hyken interviews Christoph Trappe, a digital and content marketer and the author of Is Marketing A Good Career? He talks about how marketing can support customer experience and success teams to ensure the brand story resonates with customers throughout their journey. Top Takeaways:   ·      Customer experience, including customer service, is marketing. Create an experience that gests people to say, "I’ll be back," and makes them want to share it with others.   ·      Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.   ·      Every company has a story - what they are about, how they work, and what kind of experience their customers can expect of them. Marketing must tell that story to the customer support team so everybody in the company can embody that story.   ·      The frontline customer service and sales reps dealing directly with your customers are part of your marketing department.   ·      Your best marketing campaign comes from customers who have had an experience with your business and tell people about it.   ·      Social media managers are more involved in customer service now than they used to be in years past. Make sure your brand's story is shared with your social media team – and everyone else in the company.   ·       Plus, Christophe (content marketer) and Shep (customer service and experience expert) each share their definition of what a brand is. Tune in!  Quote:  "Marketing is not just about getting people in the door. Marketing is about supporting customer experience and success."     About:   Christoph Trappe is the Director of Content Strategy at Voxpopme. He is a digital and content marketer and author. His latest book, Is Marketing A Good Career?, 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
2/28/202327 minutes, 1 second
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How to Provide a Personalized Customer Experience that Builds Trust Featuring Bill Bruno

Striking the Balance Between Personalization and Privacy to Best Serve Your Customers Shep Hyken interviews Bill Bruno, CEO of D4t4 Solutions, a company that helps brands provide the most value for their customers using their data. He talks about responsibly utilizing customer data to provide a personalized customer experience without compromising trust. Top Takeaways:   ·      Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. This range makes up the different data personas.   ·      Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization.   ·      Because customers have different levels of willingness to share their data, there is no all-in-one solution when it comes to marketing or providing personalized service. It is up to the brands to invest in and design experiences based on what they know about each segment of their customers.   ·      Customer trust is important. Customers need to know that when they share their data, it will be kept safe and used to create a better experience for them.   ·      The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. You must create trust and let your customers understand the value of sharing their data with you.   ·      Some customers are unwilling to share their personal data with brands, but there is still an opportunity to create a personalized experience. You can personalize the journey based on context. Pay attention to what the customer is viewing, downloading, or purchasing at the moment.   ·      Plus, Bill discusses the technologies used to capture data and what it means to brands and customers. Tune in!  Quote:  "If brands use data to protect their customers and give them value, they will be more willing to share their data because they can see how it helps them."     About:   Bill Bruno is the CEO of D4t4 Solutions. He has over 19 years of experience in the media, data, and analytics sectors and has a passion for fostering a culture of innovation while working with brands to drive transformational change. 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
2/21/202329 minutes, 51 seconds
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The Customer Journey is Like a Romantic Relationship Featuring Anita Toth

How to Know What Your Customers Feel and What to Do With It Shep Hyken interviews Anita Toth, Chief Churn Crusher at Anita Toth Inc, a Voice of the Customer Strategy, Education, and Research firm. She talks about creating an amazing experience at every stage of the customer's journey.  Top Takeaways:   ·      The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the "marriage" stage, which is non-tactical and requires a different set of skills to maintain.   ·      Customer service must be built into every aspect of the journey. The customer relationship is not a "one-and-done" thing. It continues even after the sale is made. The relationship needs to be maintained to keep the trust going.   ·      After the sale, the customer goes into a "honeymoon" period with your business. This is where the customer finds out if their expectations meet reality or exceed them, or the stage where they find out that they are not getting what they thought they paid for. This is why a great onboarding experience is critical to customer retention.   ·      Customers know the difference. They can feel that they are just a number to a company. They can also feel when a company truly values their business and is committed to ensuring their success.   ·      When you want to learn more about your customers, start with, "Tell me more..." It is a non-threatening way to start a conversation, and it pushes them to give a clearer, more definitive response.   ·      Plus, Anita shares how she helps businesses crush their churn (in three sentences!). Tune in! Quote:   "When customers start to feel like they made the wrong decision to do business with you, changing their mind is like turning a massive ship in the ocean. It takes a lot of effort to make it happen." About:     Anita Toth is the Chief Churn Crusher at Anita Toth Inc. She helps companies increase customer retention by helping them better understand what their customers think, need, and feel. 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
2/14/202328 minutes, 34 seconds
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Fender Guitar Uses Consumer Feedback to Eliminate Friction & Improve Service

Utilizing Consumer Feedback to Eliminate Friction and Improve Service Shep Hyken interviews Scot Pickerill, Vice President for Inside Sales, Service, and Sales Operations in the Americas at Fender. He discusses using customer and employee feedback to evaluate and improve customer experience. Top Takeaways:   ·      Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.   ·      Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.   ·      Make a note of the issues that happen often. Document them, and determine if they are an anomaly or brewing bigger issues. Proactively share what you have learned with everyone in the company.   ·      Treat your customers as partners. If you partner with them by helping them, you are not just selling them a product. You are helping them succeed.   ·      Reach out to customers who leave a negative comment, ask them about what happened, and let them know what you can do for them. You will often end up with a happy customer that will potentially come back and do more business with you.   ·      Plus, Scot shares how buying behaviors have changed in the last couple of years and how businesses can design their strategy to meet customer expectations. Tune in! Quote: "It's one thing to listen to customers. It's another thing to take action. We're all about doing both."   About:   Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. He previously worked with Fortune 500 companies, including Allstate Insurance Co., Bank of America, and American Express. 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
2/7/202326 minutes, 48 seconds
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What Customer Experience Looks Like in 2023 Featuring Josh Wheeler

Why Investment in CX is Even More Important This Year Shep Hyken interviews Josh Wheeler, Strategic Director for Reuters Events Customer Service & Experience. He shares findings from the 2023 State of Experience & Service Report and what businesses should prioritize in CX and EX to remain competitive. Top Takeaways:  ·      Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class.   ·      Your customers don't compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what's happening with their relationship with your business. For example, they compare the convenience of online e-commerce companies with their healthcare provider and expect the same quality of experience.   ·      According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023:   1.    Analyzing and using customer feedback. 42% of respondents see “translating insights into action” as their biggest concern when it comes to data management.   2.    Improving the quality of customer support experiences.   3.    Creating frictionless experiences, especially across different channels. Take every opportunity to remove friction. The easier company to do business with is going to win.   ·      Meet your customers where they are. Communicate with them using the channels that they prefer. For example, if your customers are from older generations who prefer to use the phone over other channels, going fully digital will have a negative impact on customer experience and loyalty. Companies need to teach their customers the easiest and most frictionless way to get the answers they're looking for.   ·      Plus, Josh shares more stats and insights from the 2023 State of Experience & Service Report, including how perks and compensation ranked in what makes employees happy. Tune in!  Quote: "Your customers aren't confined to one industry. They interact with dozens of organizations and will compare their best experiences in any industry to their experiences with you."   About:   Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio. He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America.  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
1/31/202338 minutes, 37 seconds
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Faster Service Without Sacrificing Satisfaction Featuring Paulo Almeida

Delivering Personalized Support with Technology  Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape, a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.  Top Takeaways:   ·      The optimal response time to a customer asking for support has more to do with the problem they are trying to solve than the channel they are using to reach out with.   ·      Some industries require a faster response time than others. For example, in the transportation industry, there is more urgency because the issues customers are trying to solve (such as changing a flight) may need to be resolved in minutes, not hours.  These industries require larger, highly scalable teams to meet the customer's needs.   ·      Text-based communication is an efficient way to manage a large influx of customer support requests. An agent on the phone can only handle one customer at a time, while a text messaging operator can multitask between multiple customer requests. Messaging capabilities alongside a phone option are a cost-effective and convenient way to manage customer issues.   ·      When you have efficient digital channels such as text messaging, chatbots, and social media, you can teach customers to use these options whenever they need to get in touch with your company. When they realize they won’t have to wait through hold times or repeat their story every time they talk to a new agent, they will see these channels as value-added options, not as a deflection method.   ·      An excellent customer experience contributes to having the best product experience, which gives a company pricing power. When you take away from the quality of customer experience, you may no longer be perceived as having the best product. The result could mean lost customers.   ·      Personalized customer support is a mix of doing and listening. Empower support agents by giving them access to data and analytics that can help them better understand customer needs and deliver a personalized experience. Then, collect feedback to ensure that the information you hold is relevant and identify areas where you can do better.   ·      Plus, Paulo shares what cutting costs without affecting customer satisfaction or service delivery should look like. Tune in! Quote:  “Don't cut down on the investments that give your customers the care they deserve."     About:   Paulo Almeida is the CEO & Co-Founder of Clientscape. He has an extensive background in IT, Marketing, and Advertising. He previously worked with multinational companies such as Vodafone, Siemens, and Google. 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
1/24/202329 minutes, 39 seconds
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Is Technology Taking Over Customer Service? Featuring Keith Meier

 How Customer Experience Drives Business Growth  Shep Hyken interviews Keith Meier, Chief Operating Officer at Assurant, Inc., an organization that works with companies that manufacture, sell, or finance their customers' major purchases. He shares how providing customers with a great experience in every support channel they use is crucial to business growth. Top Takeaways:   ·      Customers want digital self-service options for transactional or routine issues and services. But for more challenging concerns, most customers still prefer to contact somebody through the phone.   ·      Some companies force customers to use digital options by creating a difficult and unpleasant experience on the phone, such as extremely long hold times. Instead of creating friction and forcing customers, teach them how to use the digital experience and prove it is a quicker, faster, and more efficient option.   ·      Create a good digital experience that customers love using. Make sure it is intuitive, easy to understand, and able to deliver solutions faster and easier than making a call, waiting on hold, going through the “authentication” process, and more.   ·      Most customers start with a digital experience. When they decide to call customer support, they often go to the website to get the company's phone number. That is a digital experience. That is also an opportunity to suggest an easy self-service option. If you lead the customer down the path of self-service and there are problems, make it easy for them to find a number and transition from the digital channel to the human channel.   ·      Get to know your company's customer experience through a journey mapping exercise. Fix friction points, understand what your customers want, and do it repeatedly.   ·      Plus, Keith shares the challenges companies are facing that prevent them from delivering an amazing experience. Tune in! Quote:  "Digital experiences will not replace all customer service channels, but it will become a bigger percentage of how consumers get service."   About:   Keith Meier is the Chief Operating Officer at Assurant Inc. As COO, he leads Assurant's global operations focusing on digital technology and operations that deliver exceptional 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
1/17/202328 minutes, 55 seconds
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B2B or B2C…CX is CX Featuring Carla Guzzetti

Putting the Human Experience First as a Business Strategy Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees.  Top Takeaways:    ·      Diversity is key to delivering a quality customer experience. Your customers come from various backgrounds, cultures, and pain points. The companies' responsibility is to match the differences by building localization (understanding what their customers need) into their strategy, communication, and overall experience.   ·      Whether you are in the B2B or B2C space, think of the end consumer. The customers using the products must have an experience that feels customized, localized, and meaningful.   ·      When investing in new technology, the top consideration for businesses must be to make customers feel like they are being cared for. Innovation doesn't need to be sexy. It needs to address a need. Often, simple innovations such as making billing more scalable or the capability to understand your customers' needs based on their previous purchases and interactions can be more impactful to their overall experience.   ·      Employees and customers are the same people. A business can only be successful if their needs are addressed appropriately. Employees must be empowered, and customers should feel like they are being cared for.   ·      The product that you have should make your customers' lives better. But the experience you deliver should make doing business with you better than your competition.   ·      There is no B2B in CX. No matter what industry your company is in, in the end, you are still dealing with human beings and should have the human experience in mind. Your B2B clients will still compare you to the best experience they have had with their favorite brands from any industry.   ·      Plus, Shep and Carla talk about how innovation can sometimes cause difficulties for employees and how businesses can support them when taking on new technology. Tune in! Quote:  "Are we innovating technology just for the sake of innovation? Or are we innovating technology to create a better human condition? Brands should focus on innovation that improves customer experience and enhances their ability to connect."   About:    Carla Guzzetti leads the in-product design, user research, user enablement, and product marketing for Extreme Networks as the Senior Vice President, Experience and Product Messaging. She believes in creating meaningful experiences for Extreme Networks' buyers and end users.   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
1/10/202325 minutes, 33 seconds
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A Complaint is a Gift Featuring Janelle Barlow

Moving Customer Complaints from Frustration to Satisfaction Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer's complaint into a positive and memorable experience.  Top Takeaways:    · Janelle shares these findings from the 2020 National Customer Rage Study (followed by our commentary): 2/3 of people have a product or a service failure across their lifetime. Most customers who have had a negative experience do not tell the company directly. They either internalize it, affecting their decision to do more business with the brand, or they broadcast it to their friends across social media channels. You don't just want to resolve a complaint. You want to find out the reasons behind the complaint and operationalize around it, so it does not happen again. 58% of customers feel they were dissatisfied with how their complaint was handled. It's not just about fixing the problem. It is how you fixed the problem. You have to create that feeling of engagement and connection that nurtures customer loyalty.   65% of customers who are complaining left filled with rage. When customers have feelings of rage, they often express it by yelling, swearing, or saying, "I'm never going to come back to you again." 47% of customers with a negative experience with a company post reviews online. Negative reviews, posted out of anger, is a customer seeking revenge. They don't always post it on review sites. Most of the time, they post it on social media sites.   · Handling complaints is a mindset. Leaders and managers must understand that people do not naturally know how to handle complaints. Most of us learn how to handle complaints from our families (for example, fighting with our siblings or complaining to our parents) and develop "go-to responses" or defense mechanisms that we then use when dealing with customers.   · If you have the mindset that a complaint is a gift, you begin with a statement of gratitude. One of the most common communication chains is the "thank you - you're welcome" exchange. When you thank the customer for letting you know there is a problem, you can mitigate the anger and start the resolution from a better place.   · When employees feel supported by companies in terms of complaint resolution, they are happier and more effective. They don't have to feel defensive or argue with customers. They know that all they have to do is ensure that customers walk away feeling happy and satisfied.   · Plus, Janelle shares some guidelines to follow when responding to online feedback, both positive and negative. Tune in!  Quote:  "Handling a customer's emotional satisfaction is as important as resolving the complaint. You can handle the customer’s problem, but if they feel that they were treated poorly in the process, they still walk away feeling dissatisfied."    About:  Janelle Barlow is a customer service and experience expert, trainer, consultant, and best-selling author. The latest edition of her book, A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty, is available now. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/3/202331 minutes, 23 seconds
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The Power of Listening to Your Customers Featuring Amy Brown

Using Conversational Data to Enhance the Customer Experience   Shep Hyken interviews Amy Brown, founder and CEO of Authenticx, a software that listens, analyzes, and activates customer voices at scale. She shares findings from Authenticx's Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways:   ·      Customers want to be empathized with and understood by the brands they interact and do business with.   ·      Customer centricity means taking intentional steps to listen to what your customer needs and having everyone, at all levels in the organization, committed to delivering on them.   ·      Typically, the customers who answer surveys are either very angry or very happy with your organization. However, this leaves out customers who are in the middle or think their experience is only satisfactory. When companies don't learn from this segment of their customers, they often lose them once a competitor that does it better comes along.   ·      The value of listening to customers is that it teaches organizations the points of friction in their processes and identifies their competitive differentiators. It shows them the problem spots they need to pay attention and what drives negative sentiment. And it helps brands determine their value propositions using the words of their customers.   ·      When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience.   ·      Frontline workers are a great resource when it comes to what customers are saying about your company and their experience. Train them to listen for customer insights, take notes, and share with everyone in the organization.   ·      Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout. Turn positive and negative conversational data into actionable strategies that support your employees.   ·      Plus, Amy shares what The Eddy Effect™ is and what it means to customer experience. Tune in!  Quote:  "Customer-centric organizations believe that listening to and understanding what their customers want is vital to their ability to thrive as a business."   About:   Amy Brown is the founder and CEO of Authenticx. As an executive with 20 years of experience in healthcare, she founded Authenticx to bring the authentic voice of the patient into the boardroom and increase positive healthcare outcomes.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/27/202226 minutes, 27 seconds
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The Customer's Need for Speed Featuring Jay Baer

In Customer Experience, Speed Equals Caring Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win, and insights on how speed impacts customer experience and revenue.  Top Takeaways:    ·      Time is the only inelastic resource. Time is the only thing everyone shares equally, regardless of who they are. We all have 1440 minutes a day, and there's nothing we can do to get more.   ·      If you are slower than your customers expect and anticipate, they will feel like you are stealing time from them. And if you are faster than your customers expect and anticipate, they feel like you have given them the gift of time.   ·      The concept of “The Right Now” means the optimal amount of elapsed time in every customer interaction throughout the entire journey. "The Right Now" is slightly faster than customers expect.   ·      Jay Baer shares some important customer experience findings from his research, The Time to Win:   o  There is a correlation between responsiveness and revenue. Two-thirds of customers say that speed is as important as the price. Customers are willing to pay more if it's faster.   o  Customers would pay up to 50% more if they never had to wait. For example, customers pay more for Disney’s Fast Pass/ Lightning Lane to skip the line at Disneyland.   o  53% of American consumers have chosen a business that responded to them first, even if they were not the least expensive.   o  Gen Z is the most patient generation. Baby Boomers are the least patient generation.   ·      Plus, Jay shares strategies to create better speed for our customers. Tune in! Quotes:   “Speed is the most important component of customer experience and the only one that never pauses or goes backward. Customers' expectations for speed and responsiveness escalate every year without fail.” About:   Jay Baer is a customer experience and marketing expert.  He is the author of six best-selling books, including, Youtility, Hug Your Haters, and Talk Triggers. His new study, The Time to Win, measures the impact of speed and responsiveness to customer experience and loyalty. 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
12/20/202229 minutes, 34 seconds
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Creating a Culture of Member Obsession Featuring Lesley Mottla

Understanding Your Customers Using Quantitative and Qualitative Data Shep Hyken interviews Lesley Mottla, Chief Product & Experience Officer at ButcherBox, a subscription business that delivers meat and seafood to its members. She shares how to get teams across your organization to buy into a culture of member and customer obsession. Top Takeaways:   ·      Customer experience is crucial in a membership business model. The focus is on renewal. You want to maintain the relationship to keep your customers.   ·      To be member (customer) obsessed, you have to have a deep understanding of the customer and their experience.   ·       Invest in listening to your customers. Collect feedback at each point of their journey. Ask them how they perceive your products and services.   ·      Use good data and feedback to create a more positive experience. You can rely on more than one source of information to get the right feedback. Learn about your customers' experiences through feedback, Net Promoter Score, member satisfaction score, diary study, and more.   ·      Understand the different segments of customers that are doing business with you. Know what they want and what they are expecting from you. Use this information to create personalized experiences that will help them get the best outcomes when using your products.   ·      Tell your customers' stories. Paint a picture of what your customers experience and regularly share it with everyone in the company. It is important that everyone in the company, from the CEO to the frontline, buy in to a culture of customer obsession.   ·      Plus, Lesley shares how you can get the CFO to invest in customer obsession. Tune in! Quote:  "The way we show how member obsessed we are is by using a combination of quantitative and qualitative data to figure out where the opportunities are to improve our customers' overall experience."     About:   Lesley Mottla is the Chief Product & Experience Officer at ButcherBox. She is a speaker, coach, and board advisor who is passionate about understanding consumer behavior using data and technology. 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
12/13/202231 minutes, 4 seconds
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The Certified Chief Moment Officer Featuring Diane Hopkins

Building a Customer-centric Culture From the Frontlines to the C-suite   Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting, and author of Unleashing the Chief Moment Officers and It's Hard to be Easy. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture.     Top Takeaways:    When employees interact with customers, they have the great responsibility to represent the entire organization. They should be empowered to answer questions and help customers in a way that motivates the customers to come back. In that interaction, they become the Chief Moment Officer.    When we hire good people and train them to do what they are supposed to, they become empowered to make good decisions for the customers, fellow employees, and the company.    Employees in the frontline have unique knowledge about their customers that comes from constant first-hand interactions. Companies should have systems in place to leverage that knowledge so that everyone, from the frontlines to the boardroom, is headed in the same direction in terms of their customer experience culture.    The company's leadership needs to be aligned with its customer experience goals. Once leaders have figured out the desired success, it is time to invest in training tools like storytelling to facilitate real change in behavior toward customer-centricity.    Create a one-sentence motto that expresses your vision for customer experience. Make it short and simple so that everybody can remember it and it is easy to train for it. It needs to be intuitive to eventually become "just the way we do business." For example, Ritz-Carlton's motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen."    To build a customer-centric culture, look at what is, what if, what wows, and what works.     What is - What is the current state of our company's culture?   What if - What could we fix that is out of line?   What wows - How can we use innovative techniques and tools to push our goals?   What works - What can we afford? What is legal?    Customers pay the bills. Without customers, there is no company. However, companies still neglect to remove friction points that make it difficult for customers to stay as customers. Most of the time, these friction points, such as making it hard for customers to find a phone number on the website or making customers re-do things unnecessarily, have simple solutions.    Plus, Shep and Diane share exercises you can do with your team to figure out what you are doing that prevents your customers from having a frictionless experience. Tune in!  Quote:   "If your frontline staff doesn't see the company's vision, doesn't feel like their insights matter, or know that their leadership values them, aligned behaviors towards customer-centricity won't happen."  About:    Diane S. Hopkins is a Certified Experience Economy Expert, healthcare strategy consultant, and author of Unleashing the Chief Moment Officers and It's Hard to be Easy. She co-authored Advice from a Patient and Wake Up and Smell the Innovation.    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
12/6/202229 minutes, 49 seconds
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Making Valuable First Impressions Featuring Dominic Constandi

Creating Amazing Experiences that Make Customers Come Back (Again and Again)  Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. He shares what customer service professionals can learn from their own experiences and use to create lasting value at every point of their customer's journey.  Top Takeaways:    The first impression is not necessarily the first time you meet somebody or do business with a company. It's what sets the tone for what's to follow. The last impression is what you remember that hopefully brings you back.    The Moments of Truth concept goes all the way back to the 1980’s when Jan Carlzon, former president of Scandinavian Airlines, came up with the idea to help his employees create a better customer experience. He defined it as whenever a customer comes into contact with any aspect of a business, they have an opportunity to form an impression. That impression can make or break the experience.    First impressions are Moments of Truth that set the tone for the customer's journey. For example:    Hotels spend a lot of money on their lobbies to create a great first impression. They spend resources to train staff on how to make customers feel welcome the moment they walk in.    How a salesperson answers the first few questions a customer has often determines if they would do business with that company or not.    There is a window of opportunity when customers are ready to purchase a product or invest in a service. It is up to the companies to use data to know the who, what, and when. Who are we talking to? With what message? When is the best time to deliver that message?    Customer experience is more important than ever. Customers are more critical, in this economy, in evaluating what's giving them the most value when making purchases and investments.     You have heard of FOMO or Fear of Missing Out. In this episode, Shep and Dominic discuss FUMU, or Fear of Messing Up, and how it affects customer success. Tune in!  Quote:   "Good decisions made from bad data are just bad decisions you don't know about yet."    About:    Dominic Constandi is the Chief Customer Officer at ZoomInfo, overseeing client service that ensures a seamless experience for his 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
11/29/202232 minutes, 38 seconds
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The Hallmarks of a Customer-Obsessed Company Featuring Marbue Brown

Creating Loyalty through Customer-Obsession Shep Hyken interviews Marbue Brown, an accomplished customer experience executive who has worked with some of the biggest brands in the world, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. He is the author of Blueprint for Customer Obsession. He shares what differentiates customer-obsessed companies from the rest and the amazing business results that come with it. Top Takeaways:   ·      There is a distinction between customer-obsessed companies and others. Customer-obsessed companies go to extremes and may do counterintuitive things from the perspective of their customer-focused peers. For example:   o  Costco is known for its extreme return policy that exceeds what other companies in the industry are willing to do. As a result, customers have total confidence that if they buy something from Costco and encounter an issue with the product, they can return it. Costco has over 100 million paid memberships, and its renewal rates are over 90%.   o  Amazon does not take negative reviews down. They leave it up so the customer can make the decision that is right for them.   o  Zappos has the largest selection of shoes, but if they don't have the pair you are looking for, they will direct you to competitor websites to help you find them. As a result, 75% of Zappos sales come from existing customers, and 40% of their new customers come from recommendations.   ·      Customer-obsession creates customer preference. Customer-obsessed companies’ customers are not just casual customers. They think of these companies and brands first.   ·      Customer-obsessed companies have deeply ingrained, pervasive cultures. Their customer service principles are non-negotiable and lived throughout the entire organization.   ·      And does every employee that works at Amazon know the 16 Amazon Leadership Principles? Tune in to find out! Quote:  "Customer-obsessed companies know how to give customers what they want before they know they need it. They understand what the inherent needs of the customers are even when they don't articulate it."     About:   Marbue Brown is a customer experience executive, sought-after keynote speaker, and author on CX, business strategy, and economic policy. His latest book, Blueprint for Customer Obsession, is available now 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
11/22/202226 minutes, 52 seconds
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Creating a Good Customer Offboarding Experience Featuring  Tony Sternberg

How Companies Can Provide Outstanding CX From Sign-Up to Cancellation  Shep Hyken interviews Tony Sternberg, CEO and co-founder at ProsperStack, a platform that helps companies reduce customer churn and increase their lifetime value. He shares how companies can differentiate themselves by providing an excellent customer experience from the beginning to the end of their journey.  Top Takeaways:    Companies put a lot of focus into their onboarding process, but the end of the customer's lifecycle tends to get ignored. What looks like the end is actually a point where you can provide a great experience that retains the customers.    We are in a digital world, and there are plenty of automated opportunities to make customers feel they are personally taken care of. Differentiate yourself from others by utilizing your data to create automated yet scalable experiences for your customers that still have a personalized touch.    Big companies like Netflix and Amazon have the resources to provide a world-class automated experience for their customers. The challenge of small to midsize companies is that they do not have the resources to create that same level of automated process on their own.     Data points, such as how long customers have been doing business with you or how frequently they use your services, determine whether customers will be long-term subscribers/customers or are ready to unsubscribe or churn. These data points can be leveraged to escalate offers or provide incentives to keep them as paying customers.    Customers disproportionately judge their experiences based on how they felt at the peak (whether this is the most positive or negative experience) and at the end of their experience.     The best companies can track their customers' cadence to determine whether they're making the most use of your products and services. Using this information correctly can help keep the customer coming back again and again.      No matter what, end strong and positive. The customer doesn't have to be right but let them be wrong with dignity and respect.  Quotes:   "Customers remember the end of their experience with a company to a higher degree. If you leave a bad taste in their mouth, you not only negatively impact the customer's experience, but also impact what that customer tells their friends and their network."  About:    Tony Sternberg is the CEO and co-founder at ProsperStack, a platform that helps subscription businesses optimize their customer cancellation experience through automation. Prior to ProsperStack, Tony was President at CATS Software, playing key customer-facing, product, and operations roles.    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
11/15/202227 minutes, 5 seconds
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Creating Defining Moments for Customers and Employees Featuring Liza Smyth

Why Businesses Should Invest in EX (Employee Experience) as Much as CX Shep Hyken interviews Liza Smyth, senior vice president of customer experience at Formstack, a company that helps organizations create workflows that enhance productivity. She shares how to make your internal and external customers feel seen and heard throughout their entire journey with your brand. Top Takeaways:   ·      A defining moment for the employee or the customer is an event that truly matters to them. Even if they started with a bad experience, at the point you turn it around (the defining moment) is what shapes their perception of you.   ·      Every employee in your organization impacts a customer's overall experience. Employees need to understand how they fit into the customer experience, even if they don't directly interact with them.   ·      When you hire brilliant people but ask them to do menial tasks, they will feel like they are not bringing their best selves to work. They become process-driven instead of utilizing their talents effectively.   ·      When an employee interacts with a customer, the employee doesn’t represent themselves or their department. They represent your entire organization. You have to decide what your company's voice is and what you want your customers to experience when they engage with you. This experience needs to be consistent across the board.   ·      Employees are your biggest assets at the company. Create an environment where there is a sense of belonging, their perspective is valued, and they can be their authentic selves.   ·      Determine your company's "true north metric" (your mission, vision, mantra, etc.) and be sure that every employee understands how they influence it. Allow employees to feel like the job they do matters and that they impact the customers, their colleagues, and the organization.   ·      Formstack's State of Digital Maturity report identified that 51% of surveyed workers report spending at least two hours per day on repetitive tasks, and 72% of employees felt that inefficient processes impacted their job.   ·      Plus, Shep and Liza share how to create an environment of belongingness with employees and colleagues who are outliers of the group. Quote:  "A great employee experience delivers a great customer experience."   About:   Liza Smyth is the senior vice president of customer experience at Formstack. She leads customer care for the company's more than 25,000 customers. Before joining Formstack, Smyth worked for top tech companies, including Apple and LinkedIn. 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
11/8/202229 minutes, 44 seconds
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Serve and Sell Your Customers with An Amazing Digital CX Featuring Tim Hughes

Creating the Digital Experience That Builds Trust with Your Customers Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite, and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms. Top Takeaways:   ·      The modern customer is empowered. They now have access to an infinite amount of content at their fingertips. They can look up products and services online before making a purchase. They can look people up on social media before doing business with them.   ·      Like the modern customer, job hunters have changed within the last few years. They are now empowered to evaluate the companies that they want to work for based on what is valuable to them. Through social media, they can see if an organization has the same values as them, whether it is on diversity, inclusion, sustainability, etc.   ·      Social media has become a form of digital theatre for people to see how companies respond to their customers' positive or negative comments.   ·      The three things that brands need to do to excel at social selling and digital CX:   1.    Create a buyer-centric profile that looks good to your customers and positions your organization as the expert that can help them.   2.    Have a wide and varied network that allows you to influence as many people as you can.   3.    Create content that provides your customers with help and advice. Customers respect brands that share knowledge and are helpful to people. Providing informative and easy-to-digest content will get your customers to know, like, and trust you.   ·      Plus, Tim Hughes shares how companies can completely own their brand's narrative through digital dominance. Tune in! Quote:  "Your customers are searching for information and assistance online. Your employees need to be empowered on social because that is where your buyers are"   About:   Tim Hughes is the Co-Founder and CEO of DLA Ignite and co-author of the bestselling books, Social Selling: Techniques to Influence Buyers and Changemakers and Smarketing: How to Achieve Competitive Advantage through Blended Sales and Marketing. He is currently ranked Number 1 by Onalytica as the “Most Influential Social Selling Person in the World.”   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/1/202229 minutes, 51 seconds
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Achieving Balance Between AI and Human Experience Featuring Gadi Shamia

How to Leverage AI to Reduce Customer Experience Gaps Shep Hyken interviews Gadi Shamia, CEO and co-founder of Replicant, a leader in Contact Center Automation. He shares how contact centers can automate the most common customer service calls and empower human agents to focus on empathy and more complex customer issues. Top Takeaways:   ·      When you design your product, you plan for it to work perfectly. Customer service comes when there is a gap between how your product works and the way it was designed. Effective customer service closes the gap quickly and efficiently.   ·      Not every call can be automated. You don't want to automate calls that are highly emotional and complex. An example of this type of call is when a customer is planning their travels with an agent. The agent is involved in an advisory type of discussion, and the flexibility of the human brain is needed when the customer needs to move around different topics.   ·      The calls that can be easily automated are transactional calls where the goal is clear, like rescheduling appointments or requesting roadside assistance. In these types of calls, we can leverage technology to get to a resolution faster.   ·      Wasting time creates friction for the customer. If we can cut down the time it takes from when a customer calls to having their issues resolved successfully, it would significantly improve their experience.   ·      A company must understand the balance between digital experience and human experience. It's fair to push customers to a digital option first as long as a human agent is ready to take on the call as a backup when needed.   ·      Plus, Gadi shares some highlights from Replicant's first Contact Center Automation Benchmark Report and answers the question, Will AI eventually eliminate contact center calls?  Quote:  "Often leaders in customer service or CMOs think that when a customer calls, they really want the human touch. But most often what people want is for their issue to go away."   About:   Gadi Shamia is the CEO & Co-Founder at Replicant, a leader in AI-powered contact center automation. They offer a platform that automates issue resolution through phone, text, and chat.   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
10/25/202229 minutes
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The Leader's Playlist Featuring Susan Drumm

How Memories, Experiences, and Patterns Impact Leadership Style Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader's Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. She shares how to use music to improve your leadership style and make the changes that no longer serve you. Top Takeaways:   ·      Our childhood “wounds” show up in the way we lead others. Leaders don't just react based on what is happening at the moment. Some reactions are triggered by old patterns and experiences.   ·      Old memories and experiences are deep-seated patterns that trigger different reactions in different leaders, even when they face a similar situation. These patterns become the leader's "internal playlist."   ·      A leader's internal playlist is the “music” playing in the background. It sets up how leaders see themselves and the world. It shows up in their leadership styles and how they work with their employees.   ·      The leader's playlist affects the employee experience. This playlist, based on past experiences, impacts the way a leader acts toward people (employees), which eventually trickles down to the customer experience.   ·      How you retain and engage your employees, how your company is doing, how you show up for your family, and how you feel about yourself are all symptoms of an underlying playlist of how you view the world.   ·      Plus, Susan Drumm reveals the top song on her internal playlist. Tune in! Quotes:  "How music impacts a person is very personal. It is not about the genre of music that you listen to or include in your internal playlist. It is about what emotional state that music puts you in."   About:    Susan Drumm is a keynote speaker, CEO, and Leadership Coach. She is the host of The Enlightened Executive, Chief Empowerment Office of Meritage Leadership Development, and the author of The Leader's Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life.   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
10/18/202229 minutes, 21 seconds
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Creating Employee Morale Through Gifting Featuring Temy Mancusi-Ungaro

How Happy Employees Translate Into Happier Customers Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk, a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. He shares how companies can use gifts to create morale, nurture team connections, and ensure employee retention.   Top Takeaways:   ·      From an employee's onboarding to celebrating work anniversaries, birthdays, and promotions, a meaningful gift is a great way to create morale.   ·      Now that the workplace has undergone a migration where employees have gone partially or fully remote, it has become harder to forge relationships. Personalized and timely gifts are an excellent way for employers to show they care for their employees as humans and that they want to invest in their work experience.   ·      If you are dealing with a hybrid or fully remote workforce, people become disconnected from your company. However, just because they aren't there doesn't mean they want to be disconnected. Something as simple as an inexpensive gift and some company swag can make them feel excited and connected to something bigger.   ·      Personalize gifts… When you receive gifts, the ones you will keep are those that resonate with you. It is all about the meaning behind it that creates a personal connection.   ·      Employees need to feel connected and supported. Gifting is a great way to deliver moments that matter, build a connection, and support your employees.   ·      Plus, Shep shares some of the best corporate gifts that he has received. Tune in! Quote:  "In the same way that we use gifts to build relationships for sales, you can use gifts to build relationships within your employees."   About:    Temy Mancusi-Ungaro is the Chief Executive Officer of Reachdesk, the leading global data-driven gifting platform. He has over 20 years of experience scaling SaaS companies and leading customer and employee success.   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
10/11/202225 minutes, 14 seconds
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Winning the World Cup in Customer Experience Featuring Gregorio Uglioni

The Link Between Soccer (Football) and Customer Service Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper, and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans.  Top Takeaways:   ·      Customer service is a team sport where different experts and teams empower and learn from each other to provide an amazing customer experience.   ·      What can customer service teams learn from soccer teams?   o  Turn customers into fans. Fans are emotionally invested and will defend their teams no matter the game's result. When companies provide great experiences, they will earn "fans" who will continuously choose them over their competitors and become brand ambassadors who recommend them to everyone they know.   o  Customer service teams should have one common goal. Each team member has their own role, but they work towards a common goal - winning the match. In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience.   o  Players must be trained to improvise. During a soccer game, players don't ask permission from their coach before making a move. They are already empowered by their training, strategy, and team support even before stepping into the field. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer.   ·      Plus, Gregorio talks about how organizations can create a customer service architecture that can help teams provide a winning experience. Tune in! Quote:  "The company, like a team, has two additional sources of feedback. The employees who give positive or negative feedback will help the team grow. Then, fans or customers will give feedback through comments, surveys, and brand loyalty."   About:    Gregorio Uglioni is a Business Transformation, Innovation, and Customer Experience specialist. He shares his expertise on his podcast, CX Goalkeeper, and books, including his latest, Customer Experience 4 (CX4). 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
10/4/202228 minutes, 12 seconds
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Customer Delight as a Survival Strategy Featuring Mita Bedi

How Customer Experience Can Save Businesses in the Current Economy Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions, a customer experience management platform. She shares how customers are rethinking every relationship and how leaders can make a business valuable enough to remain profitable. Top Takeaways:   ·      Delighting your customers adds value to your business because it is hard to replicate.   ·      Customer delight is systematic. It is not just driven by one aspect like fast delivery or a good product. It means that a customer can interact in many ways with any employee or branch of the company and walk out with the intangible feeling that they got more than expected.   ·      90% of customer service people want to do a good job and delight their customers. However, most leaders are not providing them with the right tools to make it happen.   ·      Good leaders will shine in an economy that is short on skill and capital. They know how to manage people and create a better employee experience, which in turn creates a better customer experience.   ·      Customers are rethinking every relationship. Businesses can no longer take a customer for granted because customers are evaluating their discretionary spending and deciding what is important to them.   ·      Plus Mita Bedi shares what customers are talking about during "BBQ conversations." Tune in! Quotes:  "Businesses are won and lost at the front line. The customer service person is the one that delights the customer."     About:   Mita Bedi is a customer experience specialist, thought leader, CEO, and Co-founder of Resonate Solutions. With more than 20 years of international experience in business consulting, Mita has been part of leading programs that help drive revenue and competitive advantage using customer strategy. 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
9/27/202227 minutes, 21 seconds
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How to Deliver an Amazing (Versus Unamazing) Customer Experience Featuring Laura Bassett

How to Use Proactive Communication to Manage Increasing Customer Expectations Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE, a complete platform for delivering an end-to-end customer experience. Bassett shares how customer expectations have changed over the years and how companies can provide amazing customer experiences through proactive communication.  Top Takeaways:   ·      Customers are more demanding than ever because they're learning what excellent service looks like from the best experiences they've had from other companies (not just in your industry). ·      Proactive communication helps both businesses and customers. It will not only help the customers before they ask for help, but it also helps them get more value from the products. It will also help companies retain customers.   ·      How to convert an un-amazing situation into an amazing experience:   o  Walk in your customer's shoes and compare that to what you might expect for your own experience.   o  Make your customer support agents (more) knowledgeable. Help them understand that they don't have to go through a script when it is unnecessary.   o  Empower your agents. Give them the tools, the options, and the information to actually solve the problem.   o  Turn customer support agents into customer service executives who own the experience. Give them their own bot assistants and real-time knowledge bases that they can leverage to solve their customer’s problems.   ·      A NICE survey found that 80% of consumers will start with digital (website, app, Google search, YouTube, etc.) when they have a question, a need, or want to buy something. Quote:  "Companies should understand and predict when they can answer a question before customers even realize they have it."   About:   Laura Bassett is the Vice President of Product Marketing at NICE. She has 20+ years of experience in consulting, development, and delivery. Bassett is an outstanding product marketer, gifted speaker, product ambassador, and strategic thinker.   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
9/20/202229 minutes, 13 seconds
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How Empathy Drives Business Growth Featuring Jon Shanahan

Creating a Culture that Gets and Retains the Best Employees Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees. Top Takeaways:  ·      We need to create a culture that people want to work in. Happy employees will focus on engaging more with customers. ·      Employee retention and client retention can drive business growth. You can't get to client delight unless your employees are delighted. If you want to provide a great customer experience, it starts with a great employee experience.   ·      If employees feel like what they contribute to the organization is not recognized in terms of compensation and benefits, they feel like the organization is not empathetic. They think that their leaders are not listening to them.   ·      How the workforce views the value surrounding benefits is evolving. Five years ago, employees considered a good medical program the most important benefit ("I have a good medical program that meets my needs. I have a good dental program"). Employees may now put more value on flexibility ("I have flexibility around my work hours and where I work").   ·      Jon Shanahan also shares the top "always" factors that ensure employee retention.   o  Employees always need to know that they will receive their paycheck. Compensation and benefits always have to happen because if they don't, that is a significant disruption for employees.   o  Employees must know they will always have leaders they can turn to and have honest conversations with.  o  Employees must always have peers that support the same culture. o  The culture of opportunity. If employees don't believe they always have opportunities within the company, they will stay with you for a while, but when a new opportunity comes along, they will leave.   ·      57% of CEOs believe the most significant benefit of an empathetic workplace is faster business growth. Jon shares more stats from the 2022 State of Workplace Empathy Study. Tune in! Quote: "Empathy is your ability to place yourself in someone else's shoes, understand where they're coming from, and create a space to listen to understand."   About:  Jon Shanahan co-founded Businessolver, Inc. in 1998. He wanted to create a benefits administration solution that combined the best in technology and service with a fierce focus on the end-user. Before founding Businessolver, Jon was vice president of consulting services at Holmes Murphy & Associates, a leading national insurance agency. 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
9/13/202226 minutes, 43 seconds
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Creating a Frictionless Customer Experience Featuring Bill Price

How to Engage the “Whole of Business” to Solve Customer Issues Shep Hyken interviews Bill Price, Amazon’s first global vice president of customer service, founder and president of Driva Solutions, and co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. He shares how organizations can engage the “whole of business” to create a frictionless experience. Top Takeaways:   ·      There are now more channels for customers to contact companies, making it easier than ever for them to do so. But, what most companies aren’t asking is: Why do they need to contact us? Who can address these issues in the organization?   ·      Frictionless is something that often goes unnoticed. It means that everything is going so well that customers don’t need to contact the companies they are doing business with. For the business, it means the contact rate goes down, and the Net Promoter Score and customer loyalty go up.   ·      When customers experience a frictionless experience with another company, they may say something to you, like, “Why aren’t you as easy as Amazon?” or, ‘When I had to return something to Nordstrom, that was really easy, and it’s really hard when I try to return something to you.” Recognize these comments as opportunities to improve and meet your customer’s expectations.   ·      Identifying why customers are contacting you makes it easy for anybody on the receiving end to pick it up, whether in sales, customer service, or an AI bot.   ·      By looking at the frequency and reasons customers contact you, you can figure out the issues that frustrate them the most.   ·      If an issue is frustrating for your customers and solving it is time-consuming and expensive, businesses need to do a root cause analysis and eliminate it from happening. Companies need to figure out how to engage all areas and departments of the business to find the solution. By engaging the “whole of business,” an organization can eliminate the most frustrating and frequent issues its customers face. Quote:  “The best service is no service. The best thing to do for our customers is to set up everything so well that they don’t need to contact us for help and support.”   About:   Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations. He is the co-author of The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.   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
9/6/202229 minutes, 36 seconds
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Selling with Service Featuring Frank Cespedes

Where Sales and Customer Service Meet Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt. Top Takeaways:    ·      Service for the majority of companies has been focused on the output of selling. However, those selling efforts are changing; one of the changes is that sales and customer service are increasingly intertwined.   ·      Sales and customer service are very closely combined. Selling with service is all about what we can do to enhance the sales experience and make people say, “I like doing business with this company.”   ·      Customer service people are increasingly involved in selling. Buyers in most industries are now online and offline multiple times throughout the buying journey. They are in contact with the company in numerous ways, not just with the sales team.   ·      The days of the salesperson being an organic, walking, talking version of product and price information are gone. Customers now have access to product information, price, and price comparison in just one or two clicks.   ·      People don’t want to be sold. They want to buy. Once they have decided to buy, they want to make sure they made the right decision. Everything that happens after the sale, which is customer service, is validation that they purchased from the right company, and they have a reason to come back again and again.  Quotes:  “You can’t manage a business from a spreadsheet. While you must consider the data, there is no substitute for the experience of  direct customer contact.”   About:   Frank Cespedes teaches at Harvard Business School. He is also the author of six books, including Aligning Strategy and Sales, which was cited as” “the best sales book of the year” by Strategy & Business, “a must-read” by Gartner, and “perhaps the best sales book ever” by Forbes. His newest book is Sales Management That Works: How to Sell in a World That Never Stops Changing. 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
8/30/202226 minutes, 54 seconds
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The Value of Emotional Attachment in the Customer Experience Featuring Zhecho Dobrev

Don’t Overlook the Value of Emotions Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Top Takeaways:   ·      Customer loyalty is based on the customer's emotional connection with the company. ·      When you look at typical journey maps, they follow the Customer Infinity Loop. They start with branding, advertising, learning about the organization, getting on board the buying experience, payment, and all the other interactions the customer has with the organization. Nowhere is there a focus on customer relationships.   ·      How much value do relationships have in business? Think about the people you have relationships with in your personal life (your spouse, your kids, your relatives, your close friends). Then, think about what makes those relationships - it's that emotional bond.   ·      How do you get an emotional connection with an eCommerce company or a typical business where you have very little, if any, connection? o  Personalization. Showing that you know customers or personalize things based on the data that you have on them. o  Branding. For example, “Joy” is the core of the BMW branding. They communicate the joy of design, life, progress, and more in their marketing and communications. o  Shared values. Patagonia is all about sustainability in the world, and our customer experience research has shown that consumers are drawn to companies with a cause they're interested in.   ·      Zhecho also shared their findings on the value relationships have in driving business. Tune in!   Quotes:  "When deciding whether to continue doing business with a company, you don't base your decision on that moment. You base your decision on your memory with that organization throughout all the time you’ve done business with them."   About:   Zhecho Dobrev is a customer experience and behavior science consultant & trainer at Beyond Philosophy and the author of The Big Miss: How Organizations Overlook the Value of Emotions. For more than 13 years, he has been helping many of the world's most renowned organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/23/202228 minutes, 45 seconds
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The Role of AI in Customer Care Featuring Seth Dobrin

Building Human-Centered AI in Customer Service and Experience Shep Hyken interviews Seth Dobrin, IBM's first Global Chief AI Officer, leading the company's corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers.  Top Takeaways:    ·      What do we mean when we talk about AI for business? It is a technology that understands the language of your business and automates workflows and processes in a trustworthy manner that complies with regulations.   ·      When organizations build AI, they make it to solve a problem, but they don't often think of the humans that are involved until the end. When building AI solutions, we must start with who will use the AI and why. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person.   ·      AI technology can help us eliminate or reduce the human tendency to have biases when we're driving decisions.   ·      Seth also shares how we can understand the problems that our customers, employees, and contractors face and the value AI create for them. Plus, we take a peek at the AI trends that we can expect in the very near future. Tune in! Quote:  "During the pandemic, we saw a huge acceleration of organizations, companies, governments, and healthcare entities using AI for customer care. Leveraging AI was able to deflect 90% of the conversation so that the 10% who really needed to speak to a human could."   About:   Dr. Seth Dobrin is IBM's first Global Chief AI Officer. He is recognized as AI Innovator of the Year 2021 at the AIconics Awards and named one of Corinium's Top 100 Leaders in Data & Analytics 2022. 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
8/16/202230 minutes, 2 seconds
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Customer Support Vs Customer Success Featuring Sam Cummings

Building Customer Relationships After the Deal is Closed Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. He shares how companies can empower their teams to provide value, create great experiences, and build customer relationships. Top Takeaways:   ·      What is the difference between customer support and customer success? Customer support is transactional. If a customer is having an issue with a product, the customer support department helps them fix it, and that's it. Customer success is relational. It enables the customer to get the most value from the product over a period of time.   ·      The subscription model has been around for a long time. In the last two decades, it has evolved into a mechanism that is a part of every industry. In a subscription business, companies need to have someone in the organization to maintain the relationship after the deal is closed.   ·      The customer success department ensures that customers get the most value out of a product by teaching them to use the product in a way that they are getting the most benefit. The goal is they keep using the product, they buy more, or they renew their subscription.   ·      It is said that the most abused customer is the "sold customer." Customer success ensures that companies don't just close a deal. They start a relationship with their customers that provides value and great experiences.   ·      The ability for customer success teams to have all of the customer's data (marketing data, product usage, support tickets, etc.) in one place can help them understand the customer's experience and uniqueness, empowering them to have more empathy.   ·      Sam Cummings also answers the question - Can customer success be automated? Tune in. Quote:  "Customer success, in a vacuum, is about customer retention. It is about how organizations can motivate customers to keep using their products or services." About:   Samuel Cummings. Co-Founder, Head of Data Science at Data Plant. He has travelled the world, presenting to executives and directors the success stories of applying data science in the customer success domain.   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
8/9/202227 minutes, 44 seconds
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The Price Whisperer Featuring Per Sjöfors

The Relationship Between Value, Customer Experience, and Price Shep Hyken interviews Per Sjöfors, aka "The Price Whisperer," Co-founder of Sjöfors & Partners and author of The Price Whisperer - A Holist Approach to Pricing Power. He shares how companies can use pricing to drive higher growth, sales volume, and profits by providing a great customer experience. Top Takeaways:   ·      There is a direct correlation between how much a company can charge a customer and the level of customer experience. ·      How you present your product or service, and your value messages drive customer satisfaction, customer experience, and how much customers are willing to pay.   ·      Any company has profitability based on three variables: total cost, sales volume, and price. Out of the three, price has the highest leverage on profitability.   ·      Pricing drives satisfaction. Often higher prices lead to more satisfied customers than lower prices. Many companies compare themselves to others in their industry and start doing the same. But, if you give a compelling reason why your price is more than theirs, you're going to win customers over.   ·      And Pers talks about the mistakes companies make when pricing affects the customer experience. Check it out! Quote:  "A satisfied customer with good experiences is more likely to be willing to pay higher prices than somebody who is dissatisfied (if that customer ever comes back)."   About:   Per Sjöfors, aka "The Price Whisperer," is the Co-founder of Sjöfors & Partners and author of The Price Whisperer. He is a thought leader and author on everything pricing and how companies can use pricing to drive higher growth, sales volume, and profits. 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
8/2/202227 minutes, 30 seconds
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Human-Centered AI Featuring Deon Nicholas

Using AI to Enable and Empower Customer Service Agents Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought, a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.  Top Takeaways:    ·      A lot of people think that AI is all about deflecting customers away from support agents. However, AI is about solving the customer's problem by providing a self-service option, interacting with a bot, or getting that customer to a human.   ·      Human-centered AI is not just about resolving the issue. It is also about being able to recognize when the best thing to do is to get out of the way. Certain problems require human judgment and empathy. Human-centered AI is all about connecting and getting the customer to an agent in the right channel at the right time. ·      If you can take historical data, such as questions customers have asked in the past and issues they have called about, then you can build a knowledge base around this data that agents can use to help customers.   ·      Customers want speed and an easy experience, but that doesn’t matter if they don’t get the answer to their question or their problem resolved.     ·      Deon Nicholas also talks about the three elements that organizations must have to deliver the ultimate customer experience. Tune in! Quote:  "In amazing businesses, the most important thing to think about is our people. Everything that we have ever done in humanity has been about building technology by people, for people. Double down on your people, and you will see the dividends and the returns."   About:    Deon Nicholas is the CEO and Co-Founder of Forethought, the AI company whose mission is to transform customer experiences with human-centered AI. Before starting Forethought, Deon built products and infrastructure at Facebook, Palantir, Dropbox, and Pure Storage. 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
7/26/202224 minutes, 24 seconds
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The Gig CX Featuring Megan Neale

Employing Brand Advocates to Improve Customer Experience  Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless, a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.  Top Takeaways:    ·      Customers who love using your products can be great resources to answer questions, resolve issues, and share experiences. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.   ·       Some customers answer questions on forums for free just because they enjoy doing it. However, relying solely on forums is not scalable or reliable for delivering consistent customer service.   ·      Almost every company could benefit from tapping into their passionate customers and bringing them into the heart of their business by helping other customers.   ·      How does the GigCX work? Megan Neale outlines how her platform, Limitless, works with companies to use a strong community to help brands meet rising customer expectations and demands.   1. Companies identify customers who demonstrate brand loyalty, knowledge, and skills to help other customers. They are invited to join the platform and be a part of the GigCX program.   2. Once in the program, they must prove their skills, knowledge, and brand passion. They are chosen because of their experience using the products and then, they are provided with the proper training around the processes a brand will need them to follow.   3. When they are ready, they receive inquiries and can choose the questions that are right for them. They get paid for every ticket that they are able to resolve successfully.  Quote:   "The volume of customer support requests coming to organizations is increasing. Utilizing customers to help other customers does not displace traditional contact center workers. It is a way to support the volume of engagement in a cost-effective way."   About:    Megan Neale is Co-founder and COO of Limitless, an AI-powered Gig CX platform. Her passion for "customer & client first" and her constant drive for innovation led her to co-found Limitless in 2016.   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
7/19/202226 minutes, 1 second
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Building Confidence with Your Customers Featuring Julius Robinson

Empowering Your Team to Deliver a Great Customer Experience Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways:    ·      The fundamentals of customer service start with individual customer interactions. First, we must learn how to deal with all the different inquiries at the start of the customer's journey. Then, try to meet them where they are so we can anticipate their needs and find opportunities to enrich their experience.   ·      Technology has allowed customers to take control of their experience. If done right, technology can help provide the great experience they expect from your brand.   ·      Julius Robinson also shares two things organizations can do to create a great customer experience.   1.    Ask the right questions. Customers don't always verbalize what their needs and wants are. Make time to find out what they expect from you.  2.    Empower your employees to deliver a great experience. Find out what the customers’ end goals are. An example from the hospitality industry is if it is a family that hasn't travelled since the pandemic started and is concerned about health, employees need to have the information and tools to give the customers confidence in a safe travel experience.   ·      Marriott International believes that if you take care of your associates, they will take care of the customer. They call it the TakeCare culture. It is a culture that is all about listening, having empathy, responding with clarity, and delivering on the customer's expectations. Quote:  "Enable your teams to overcome problems authentically. Empower them with broad guidelines and proper training, and they will do great things for the customers."   About:   Julius Robinson is the Chief Sales & Marketing Officer at Marriott International. He leads the disciplines of Sales, Distribution, Field Marketing, Franchise Sales, Marketing & Revenue Management Support, and Public Relations and Crisis Communications for Marriott International. 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
7/12/202226 minutes, 41 seconds
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Earning Customers for Life Featuring Matthew Holman

How to Prevent Your Customers from Shopping Your Competition Shep Hyken interviews Matthew Holman, head of growth at QPilot, an eCommerce software company that makes subscriptions more flexible for brands and customers. He shares how subscription models can shape the customer experience to meet the changing needs of their customers. Top Takeaways:    ·      People consume differently and customers’ needs change. Brands should offer flexibility with the frequency of their subscriptions and product options. ·       In the typical subscription experience, customers cancel their subscriptions once their need for the product no longer exists. But what happens when they want to renew their subscription? That can create a huge friction point. ·      Companies that want to offer a subscription service get caught up in how amazing or complex they could make something. Always think of what is available, what you can do now, and scale from there.   ·      Businesses always worry about how to make revenue. If they look at things through the lens of a subscription model, create additional engagement, and nurture relationships, they can earn customers – and revenue – for life.   ·      With subscriptions, around 80% of your customer base will be fairly standard on how they shop. But the difference between a business staying alive and a losing business is that extra 20% of people that are on the margins. Those are the people that need flexibility.   ·      Many people resist the idea of companies having their data, but the goal of any good brand is to create trust, communication, and engagement. Customers will share data with the companies they trust. When the data is used properly, it creates a better experience for the customer.   ·      You need to find out what your customers need and want. Talk to your end-users. Test and survey your customers to understand their actual pain points. If you can develop something within your business model that can service that need, you'll be able to become more profitable and grow revenue. Quote:  "The best model for a subscription service is one that has a product that can be consumed regularly and content that provides value to the customers." About:   Matthew Holman is head of growth at QPilot. He works with brands to scale their subscription programs using data, best practices, and experimentation. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
7/5/202228 minutes, 14 seconds
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Convenient Customer Feedback In Realtime Featuring Adam Alfia

How to Use Customer Feedback to Improve Performance Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience.  Top Takeaways:    ·      There is a slow death of customer service. Many younger employees don't come out of high school or college knowing what they want to do for the rest of their lives, so many don't have a vested interest in their jobs. As a result, they don't go above and beyond to build a strong relationship with the customer base in the industry that they work in.   ·      Many companies think that since their employees will leave after a short time, they don't invest in training. This is flawed thinking because anytime you put somebody that's not prepared on the frontline, they become the face of your brand at the moment. You want all employees on the frontline to be properly trained.   ·      A good training program becomes even more important in an economy where it is difficult to hire and keep good employees.   ·      The generation that grew up behind cell phones may be very vocal on social media, but most of them are unwilling to provide face-to-face feedback. Train your employees to be observant of body language and to respond to your customers' non-verbal cues.   ·      There's an antagonistic relationship that Yelp has created between businesses and customers. Sometimes, customers go to Yelp as a form of revenge when they have had a bad experience, attempting to make the company look bad in front of everyone.   ·      Make it easy for customers to give feedback, especially negative feedback. If you make it hard for them to leave a comment, they could go to the next option, which is to broadcast it to everybody and hope to get a response from the business.   ·      Customer service is a team sport. Technology, like Realtime Feedback, can help you work with your customers to create the best experience for them.  Quote:   "When customers go on social media to share their negative experiences, it is because you didn't give them what they wanted when they asked for it the first time, whether in person, by email, or via a phone call to customer support."   About:   Adam Alfia is the co-founder of Feedback, a digital solution for getting real-time feedback from customers. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
6/28/202227 minutes, 39 seconds
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The Cost of Bad Customer Service Featuring Christine Churchill

The Impact of Bad Customer Service on Your Customers, Employees, and ROI Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways:   ·      Customers are smarter than ever before. They don't benchmark you against a direct competitor. They're comparing you to the best service they've had from any company out there.   ·      When customers were asked to define great service, they described a company with people who can resolve problems, know their products, are easy to reach, and don't waste their time.   ·      Investing in your employees' training makes them feel good about themselves. Give them the tools so that when a customer is upset, angry, or yelling, they know exactly how to handle the situation.   ·      Your team members feel the pain points in your business process as much as your customers. Customer surveys are helpful, but asking your team members where these glitches are in the process is the first thing you should do.   ·      Christine also shares these stats and facts about the cost of bad customer service for an organization:   o  89% of consumers have said that they will spend 17% more on a service if they feel that they will receive a better service experience. o  If you can increase your customer retention just by 5%, you can improve your bottom line revenue by 25% to 95%. o  A 1% increase in CSAT results in a 4.6% increase in overall market value. ·      And Christine shares the formula businesses can use to calculate the cost of bad customer service. Tune in!  Quote:  "Everything is digital. Anybody can look up and see the service experiences other people, who are their peers, have had with your company before they buy."   About:     Christine Churchill is a customer experience expert and the Founder and CEO of the Customer Service Institute of America. She has worked with organizations around the globe from a variety of industries, management styles, training approaches, systems, and technologies. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/21/202228 minutes, 22 seconds
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Building the Future of Service for the Next Generation of Customers Featuring Jonathan Shroyer

Trends That Will Affect Customer Service and Customer Experience Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing and consulting firm. He shares insights about the future of customer service and the power of customer experience in driving tremendous value for your business.  Top Takeaways:   ·      To get the C-suite to invest in customer experience, demonstrate ROI. You must understand what indicators drive business growth and compare it to the data that the customers provide based on their experience. Find a correlation between these sets of data and how it affects your revenue.   ·      When you lose a customer because of a negative experience, the new customers you gain will only make up for those who have left. It does nothing to increase your revenue. In comparison, if you take care of those customers the right way, they will stay, creating decade-long customers that will continuously bring in more business. And along the way, new customers will help continue to grow the business, as well.   ·      Shroyer shares the top 3 customer service and experience trends that he can see happening in the next decade.   o  Trend #1 People are changing the way they work. In the old days, companies were at the wheel when it came to work-life harmony. Today, workers are moving towards a more flexible framework because they now have a choice of how they want to work. Employees are now empowered to choose where they want to work and where they want to live. We will be seeing a mega trend where companies will become more competitive with compensation, benefits packages, and remote work options to retain their customer service employees.   o  Trend #2 Hybrid AI. When it comes to solving customer service problems in the future, it’s not a choice between bots or humans that will solve the customer's problems. It will take both. A hybrid approach is where a skilled human being can come in, modify or improve upon what a bot has already done.   o  Trend #3 AI One-on-One Companions. In the next five years, multiple companies will launch products where AI can solve 99% of known issues for a customer and only 1% where the customer needs to call a human customer service agent. This takes the concept of products like Alexa and Siri to a different level where AI one-on-one companions are fully customized and integrated with the customer's passions and interests.  Quote:  "Always be learning. Nobody has a silver bullet, but we all have amazing experiences. We can learn, listen, support, and collaborate with each other."   About:   Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing and offshoring consulting firm. Recognized as a renowned thought leader in the industry through multiple mentions, Jonathan is a sought-after speaker and writer.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
6/14/202227 minutes, 52 seconds
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The Smart Shopper and the Value Gap Featuring Ian Johnston

How to Design Experiences that Exceed Your Customer's Expectations Shep Hyken interviews Ian Johnston, Founder of Quinine, a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.  Top Takeaways:    ·      A smart shopper is more than a way to describe a segment of your customers. Every customer seeks value whether they are buying luxury goods or everyday items. Smart shoppers take their past experiences and compare them to the experiences they have with you. ·      The Value Gap is when a customer feels that they are getting more than they paid for. When they get more benefits than the price, this is when customer satisfaction is highest. ·      Value is constantly changing. Each customer segment looks at different aspects of value differently. They may value price, quantity, brand virtues, sustainability, or the look and feel of a store. You have to move with your customers as their expectations of value change. To exceed their expectations, you have to meet them first. ·      Customer service, virtues, and values will differentiate your brand. In retail, you can use your store to bring your company's virtues and values to life by promoting and reinforcing the value proposition in your marketing campaigns. ·      The customer's baseline expectations are shaped by society. If you don't meet the expectations of the customer and that of the community, you will get left behind. Quote:  "Our expectations aren't necessarily set by our competitors. They are set by everything that happens in the world." About:   Ian Johnston is the Founder of Quinine, a leading strategic retail design consultancy devoted to the power of design to drive innovation and growth. The consultancy helps brands create world-class social, cultural, and commercial experiences that enrich and delight their customers’ everyday lives. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/7/202230 minutes, 45 seconds
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Building the Most Customer Obsessed Company On the Planet Featuring Jeffrey T. Mezger

There Is No Such Thing as Over-communicating With Your Customers Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home, one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more.  Top Takeaways:    ·      Jeffrey Mezger’s mantra is to be the most customer-obsessed builder in the world. A lofty goal, but it is their “north star” and keeps everyone in alignment with its vision. If ever in doubt, he wants every employee to ask, “What would the most customer obsessed company in the world do?”   ·      How do you deal with bad news? You have to over-communicate in every step. You can't possibly communicate enough, especially if it involves a life-changing purchase.   ·      Economic conditions and supply chain issues disrupted customer service. When delays due to the supply disruption happen, take it up another level and make sure to communicate even more.   ·      The more you communicate with your customer, even if it's about delays or bad news, they feel like they have control because they have a piece of knowledge.   ·      How do you ensure that you stay on top? You can never stop raising the bar, always aiming for a higher target by listening to what your customers want along the way.   ·      A customer-obsessed organization starts with knowing what the customer wants and then partnering with them to achieve it. That’s a  winning combination.   Quote:  "Giving customers information is much more impactful and beneficial than saying nothing. Even if it's something that is unpleasant, you have to talk to your customers." About:   Jeffrey T. Mezger is the Chairman, President, and Chief Executive Officer at KB Home, one of the most recognized brands in homebuilding. Under his leadership, KB Home established itself as one of the most recognized brands in homebuilding.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/31/202227 minutes, 20 seconds
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Bridging the Gap between Company Culture and Customer Service Featuring Michel Falcon

Investing in Customer Service Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways:    ·      Why don't all companies deliver a great customer experience? The first reason is that business leaders often focus on the next 30 days instead of long-term investing in their brand. The second reason is some leaders don't treat employees the way they want their customers to be treated.   ·      How do you convince the C-suite to invest in customer service? Show the C-Suite leadership what they are interested in and be specific with the numbers. They are interested in customer churn because when customers leave, the company losses money. They are also interested in customer lifetime value. Assign a dollar value to all the good things that could happen as a result of investing in customer service, and you will capture the attention of the C-Suite.   ·      Your customers don't only compare you to your direct competitors or big brands with recognizable logos and brands. They also compare you to the little shop down the street that treats them so well that they can't wait to come back. The best companies, large or small, set the bar higher for all of us.   ·      Hire the right people and train them well. Utilize what they are already good at and align it to what your organization is doing.  Quote:   "Leadership must walk through their customer's journey. They must ask themselves, ‘Am I proud of this? If I was a customer, would I have friction in doing this customer experience?’" About:    Michel Falcon is a restaurant entrepreneur and keynote speaker. He uses company culture and customer experience management strategies to build his latest restaurant brand, Brasa Peruvian Kitchen. He is the author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/24/202225 minutes, 48 seconds
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Creating a Company Culture – The Disney Way Featuring Dan Cockerell

Reinforcing Behaviors that Shape Your Organization’s Culture Shep Hyken interviews Dan Cockerell, Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How's the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loyalty from employees and customers. Top Takeaways:   ·      Culture can be defined as "How things are done around here." It is based on your values, it defines what your best practices are, and how you hire people who are going to believe in that culture.   ·      Any organization can decide what its culture is and then start to go after it with intentionality. It is not a matter of cost; you can't buy culture. It is a matter of will.   ·      Dan Cockerell shares how organizations can create the right culture that makes a long-term impact on employees and customers:   1.    Hire the right people. Look at the people in your companies who are superstars and figure out what makes them great. Then, find people who have the same fire and great attitude.   2.    Train them right. Set clear expectations from the beginning, starting from the interview and onboarding process. Your employees should understand why what they do is important in the overall customer experience.   3.    Treat them right. Treat employees with respect. Listen to them, equip them with the right tools, and help them when they need it. Recognize them when they do a great job so you can reinforce the good behaviors that bring a stronger culture. Quote:  "Money is not a long-term differentiator to keeping your employees happy. It is important because it helps you do things in life, but when it comes to human nature, people don't perform for money. What they do every day gives them the purpose that will make them stay in your organization."     About:   Dan Cockerell is a retired 26-year Walt Disney Company VP who now owns Cockerell Consulting Group with his wife Valerie. He is the author of How's the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/17/202233 minutes, 32 seconds
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The Ultimate TikTok Guide for Business Featuring Dennis Yu

How to Use TikTok for Marketing and Customer Service Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience.  Top Takeaways:   ·      Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer. ·      The fastest-growing content on TikTok right now is catered to B2B. ·      Dennis Yu shared these tips (and more) on how to use TikTok for business: 1.    Keep TikToks at 15-30 seconds long. ByteDance, the parent company that owns TikTok, found that the most viral videos are 22 seconds long. 15 to 30 seconds is the sweet spot because you have to have a high completion rate. Your audience needs to watch until the end of the video. 2.    Advertise on TikTok. The price to advertise TikTok is about 1/4 of what it is on Facebook because the supply is higher than the demand. There are so many users, and there are not that many advertisers. This might change in a year. 3.    Use Spark Ad. It lets you boost another user's content. Brands can boost their customers' content using a code. Spark Ads performs differently than if you were to post from your brand account because everything on TikTok needs to feel human and personal. 4.    Repurpose content. We want to repurpose content that has already worked on YouTube, Facebook, blogs, etc., and turn those into TikToks.  Quote:  “TikTok in 2022 is Facebook in 2007. Now, it has more traffic than Google, a higher average watch time than Facebook or Netflix, and it is now the top downloaded app.” About:   Dennis Yu is a Digital Marketer, Speaker, Agency Builder and the CEO BlitzMetrics. He is the author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes!   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
5/10/202227 minutes, 39 seconds
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Customer Service and Issue Centricity Featuring Devin Poole

Empowering Customer Support Agents with Data Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa, the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways:   ·      Issue Centricity is a focus on a customer's specific situation. It is making sure that support agents have the right data and information about the problem, the issue and resolution history, and the context of where the customer is coming from at their disposal.   ·      When support agents don't understand the full scope of the customer's situation, they can only be reactive. If they have access to the right information, they can solve issues without the customer having to repeat their story again and again. They can feel empowered to guide the customer to the best possible solution or send them to the self-service option if that is more convenient for them. ·      When customers call about a problem and interact with support agents whose goal is to resolve the issue and teach them about the best ways to use the company instead of upselling, they become more valuable to the company's bottom line in the long term.  ·      If you do something internally, whether it is new software, system, or process, that creates more work or difficulty for your employees, it's going to be felt on the outside by customers. ·      We need to get people to recognize that an internal customer support department that focuses on doing nothing but answering questions and resolving complaints is part of the relationship-building that other departments need to drive more sales.  Quote:  "Customers are like water. They will go to the easiest route downhill. They only care about the most convenient resolution to their problem."     About:    Devin Poole is the Senior Director of CX Strategy at Dixa. He is responsible for understanding the needs of customer service & experience leaders, shaping product development initiatives, and advising Dixa clients on best practices in service and experience effectiveness. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/3/202228 minutes, 33 seconds
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The Culture Playbook Featuring Daniel Coyle

How to Develop Workplace Culture Like a Skill  Shep Hyken interviews Daniel Coyle, New York Times bestselling author of  The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. They discuss developing your team’s culture as a skill through consistent action, practice, and reflection. Top Takeaways:   ·      Culture is not about words. Culture is about actions and behaviours. ·      We always think that culture is like the personality of a group. That's not true. Culture is performance. It is when people act in such a way that contributes to the team’s performance. ·      Daniel Coyle shares three tips (out of 60!) from his book, The Culture Playbook: The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. Tip #1. Keep an open face. Our face is like a door. It has two settings, closed and open. Our face is closed when our thoughts are focused inwards. It is open when we communicate energy, interest, excitement, and enthusiasm. Tip #2. The two-line email. Ask your employees to send you a two-line email with these prompts: Tell me one thing you want me to keep doing, and Tell me one thing you want me to stop doing. Tip #3. AAR or After Action Review. AAR is a 5-minute meeting that has a massive impact on strength and performance. After you do something with your team, pause and ask these three questions: What went well? What didn't go well? What are we going to do differently next time? ·      Daniel also shares more ideas about pillars of building culture, the subtraction game, and the benefits of "taking a pause" in this busy world. Tune in! Quote:  "Great cultures operate like a flock of birds in a forest. They stay connected. They self-organize to go past problems and move toward their goal." About:   Daniel Coyle is a New York Times bestselling author of The Culture Code, The Talent Code, The Little Book of Talent, The Secret Race, and Hardball: A Season in the Projects. His latest book is The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
4/26/202223 minutes, 56 seconds
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The Choreography of Customer Service Featuring Chris Lynam

The 5 Core Concepts to Customer Service Shep Hyken interviews Chris Lynam, Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World. They discuss how your organization can implement the five core concepts of good customer service. Top Takeaways:  • Chris shares THE 5 CORE CONCEPTS TO CUSTOMER SERVICE from his book, The Choreography of Customer Service. 1. The Backstory: Customer service professionals should discover what steps have led the customer to their business. Instead of asking, "How can I help you right now?" ask, "What has brought you in here today?" If customer service professionals know their customer's backstory, they will be able to put themselves into their customer's shoes. This is how they can provide the level of service that they would want themselves. 2. The Negative: When you genuinely care for your customers, you will give them the "cautionary tale" when necessary. The most appropriate advice may not always be what the customer wants to hear. But, if it will give your customers the best outcome, you have to make sure they get the complete picture. 3. The Secret Mission: There is something unique that differentiates you from others and will help you outperform what might be considered average in your field or industry.  4. Muscle Memory: What attitudes and good habits developed over time come naturally to you as you serve your customers? 5. Return on Investment: How do you measure the return of investment on the frontlines? The return on investment is not necessarily measured by dollars. It can be measured by customer behaviour. It can be a compliment or the customer coming back to do more business with you. • Chris also talks about building your customer team like you are preparing for a bank heist. Tune in to find out what this means and if you should be preparing for your own "bank heist." Quote: "Feedforward instead of feedback. Instead of examining customer interactions after they happen, prepare your customer service team for different scenarios before they go out into the frontlines."   About:   Chris Lynam is a customer service expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/19/202229 minutes, 22 seconds
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Poor Communication Is Bad Customer Experience Featuring Dorian Stone

How Communication Affects the Employee and Customer Experience Shep Hyken interviews Dorian Stone, Head of Organizations Revenue of Grammarly Business. They discuss how communication affects an organization's productivity, experience, and revenue. Top Takeaways:   ·      Communication is part of the experience. If you don't communicate well with your customers and employees, you are giving them a bad experience.   ·      The Harris Poll research estimates that US businesses are losing $1.2 trillion annually due to poor communication.   ·      Dorian Stone shares what organizations can do to improve communication and experience for employees and customers.   1. Do the math on how much time employees spend on written communication. Most knowledge workers, such as chat agents and email support agents, spend about half of their workweek writing into a system (chat, email, CRM, etc.). Reduce the time they spend writing by helping them eliminate errors, reduce rework, and maintain the appropriate tone through a writing assistant. 2. Look at the English as a Second Language (ESL) versus English First Language mix of your business and then understand the dynamics. Examine the makeup of your workforce and see what your employees are working on. Evaluate how natural and consistent that communication flow is across all teams. 3. Look at where you've made your recent investments. Ask yourself how much safety valve investments are there to avoid errors versus how many are really about throughput. Invest in systems that make things efficient and easy for your employees.   Quote:  "Poor communication is a frustrating productivity issue. Tasks have to be done twice when communication is ineffective."   About:   Dorian Stone is Head of Organizations Revenue of Grammarly Business, overseeing all operations for the integrated business solution. Previously, Dorian was VP of customer experience strategy and marketing at Medallia. He was also a co-founder and leader of McKinsey & Company’s Global Customer Experience practice and a program director and volunteer in the Peace Corps.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/12/202226 minutes, 44 seconds
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The Return on High Customer Satisfaction Is Huge Featuring Dr. Claes Fornell

The Link Between the Top Rated Customer-Focused Companies and the Stock Market Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. Top Takeaways: ·      ACSI, or the American Customer Satisfaction Index, researches and tracks more than 400 of the largest corporations in the U.S. marketplace on their customer satisfaction scores. ·      There's a correlation between top-performing companies in the ACSI and companies who do well in the stock market. The 35 top-performing companies, according to the ACSI, have had a return of… (Dr. Fornell suggests sitting down as you read this number) 1788% in the last 15 years. ·      Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. Make sure that your customers come back for the right reasons.  ·      There are obvious issues that companies need to fix to solve customer dissatisfaction: wait time, ease of use, and segmentation. Wait time - If the search, shopping, and buying experience take longer than expected, it creates a problem for the customers. Ease of use - If it's complicated and the customer often needs help, it affects their experience. Segmentation - Don't just segment on age, gender, or location. Segment your customers according to categories that affect the customer’s sensitivity to higher quality. Know what customers are looking for in your products and design customer experiences that deliver them. Quote:  “Buying loyalty is keeping the price low. Earning loyalty is keeping your customers satisfied.”   About:   Dr. Claes Fornell is the founder of the American Customer Satisfaction Index (ACSI), a monthly economic indicator of the quality of economic output, and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/5/202236 minutes, 12 seconds
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Rolling the Red Carpet Out for Your Employees Featuring Donna Cutting

Employee First: How Culture, People, and Service Work Together Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization. They discuss how to create a culture of safety, inclusion, and empowerment.  Top Takeaways:  ·      Think about how you want employees to treat your customers, flip it and say, ”Are we treating our people that way?” ·       Start with the experience you create for your employees. When you support them to grow their skills and knowledge, they can better take care of customers. ·      Leaders have to show up with more empathy and understanding. If you want your people to stick around, you must make them feel appreciated. ·      If every person in a leadership position would make it a point to get to know their employees better, that would be a huge step in keeping your employees. ·      Listen to your people in a way that you never have before. Model what excellent customer service is, give them confidence by creating opportunities to increase their skills, provide them with agency so that they're empowered to help the customer, and create a culture where they feel safe. Quote:  “Focus on the employees first. Their experience is the foundation of what will happen to your customers.”   About:  Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization. They discuss how to create a culture of safety, inclusion, and empowerment.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/29/202228 minutes, 5 seconds
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10 Principles of Customer-Centricity Featuring Annette Franz

How Winning Organizations are Built Shep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. They discuss why customer-centricity needs to be understood and lived by the whole organization. Top Takeaways:   Annette Franz shares the 10 key defining foundational principles that ensure customer-centricity from her latest book: 1. Culture is the foundation. Culture is core values plus behaviors. It needs to be deliberately designed to be customer-centric. 2. Leadership commitment and alignment are critical to success. Customer centricity cannot just be one department or one person. It needs to be organization-wide. 3. Employee experience: employees must be put more first. When employees are happy and engaged, they will be more productive. 4. People come before products. Put the people first and take the time to understand who they are, their needs, pain, and what they are trying to do. Understanding our customers is how we can develop products for them instead of finding customers for our products. 5. People come before profits. Profits and shareholder value are outcomes. Great customer experiences are how we make sure that we get to those outcomes. 6. People come before metrics. If you focus on numbers and metrics, you do things differently than when you focus on improving the experience, which will ultimately move those numbers. 7. Customer understanding is the cornerstone. The voice of the customer is the cornerstone to every discussion, decision, and design of a customer-centric culture. 8. Governance bridges organizational gaps. Governance has two parts to it- the structure and the operating model. The structure is all of the committees that we have to get the organization working together to benefit the customer. The operating model is the people, the tools, the data, and the processes. 9. Outside-in thinking and doing vs. inside-out thinking and doing are core. Thinking outside-in is bringing the customer's voice into everything we do. 10. The Platinum Rule® rules. We’re all familiar with The Golden Rule, which is to treat others the way you want to be treated. Franz shares an important lesson from Dr. Tony Alessandra’s concept he calls The Platinum Rule, which is to treat others the way they want to be treated. Quote:    "A customer-centric culture is a collaborative culture. It's all about bringing the organization together to make sure that the customer has a better experience."   About:   Annette Franz, CCXP, founder and CEO of CX Journey Inc., is an internationally recognized customer experience thought leader, coach, and keynote speaker. She is the author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her latest book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, is now available.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/22/202228 minutes, 53 seconds
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The Metail Economy Featuring Joel Bines

Six Ingredients for Transforming Your Business to Thrive Shep Hyken interviews Joel Bines, managing director and global co-head of the Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Top Takeaways:   Joel Bines shares the six ingredients for transforming your business to thrive in this Metail economy: curation, customization, category expertise, cost, convenience, community. 1.    Curation: The art of defining and producing a set of experiences (products, locations, digital, physical, etc.) so that the person thinks that someone picked all of these things just for them. 2.    Customization: Consumers want to have a say in the products they want to spend their money on. Because of technology, it's never been easier to customize some experience component. That doesn't mean it has to be bespoke. You can provide the illusion of customization by finding things that give the consumer the sense that they are customizing something. Add one or two more, and you're fine. You don't have to build one thing at a time. 3.    Category expertise: Expertise means that any question that customers might have is easily answered by the person they are talking to. 4.    Cost: If you are going to use cost as a competitive advantage, then it has to be the lowest cost at all times because consumers are smart and savvy with technology. It’s easy to find a lower cost, if there is one. 5.    Convenience: The question you need to ask when thinking that convenience is an advantage is, “Who is it convenient to?” Too often, company executives start with convenience for the company. If the answer is not “convenient for the customer,” then you’re doing convenience wrong. 6.    Community: If you're going to build a community of people, you have to make sure that every part of your organization is set up to serve that community. It is very difficult to build a community, but losing a community is very easy.   Quote:    "Customers' tolerance and friction level for customer experience is lower than ever. Customers know what they want, and if the companies they do business with cannot give it to them, they go somewhere else."   About:   Joel Bines is a managing director and global co-head of the Retail Practice at the business consulting firm AlixPartners. He is widely regarded as one of the world's leading operational strategists with a 30-year track record of improving performance at retailers, brands, and consumer companies.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/15/202227 minutes, 20 seconds
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The Customer Experience Is More Important Than the Product Featuring Simon Harrison

CX Is More Important Than Ever! Shep Hyken interviews Simon Harrison, Senior Vice President and Chief Marketing Officer of Avaya. They discuss the importance of creating a personalized and effortless customer experience. Top Takeaways:   ·      Your customers aren't just comparing you to your direct competitors anymore. They are comparing you to the best. For example, customers may ask, Why can't your app be as good as the Peloton app? Why can't your speed be as quick as Amazon's?   ·      If there is a choice between customer experience and the product, CX will usually win. You can have the best product, but if you don't create an experience around it that works for the customer, they will find another provider.   ·      Our experience ambitions have changed in all aspects of how we live our life, how we keep fit, how we eat, how we shop, or how we travel. Companies need to aim for composability, propose solutions to create the right kind of experiences, and make sure that people feel good about what they do.   ·      To realize the benefits of personalization, suggesting what people want and how they want it should be part of how we engage our customers, staff, colleagues, and everyone in our ecosystem.   ·      We must personalize our digital experiences until it rivals the person-to-person experience. Customers need to feel like you are talking to them, even in digital transactions. Quote:   "In this challenging experience economy, we need employees who are connected and empowered. Creating great experiences is enabled by employee experiences. They need to have great experiences themselves."   About:     Simon Harrison is the Senior Vice President and Chief Marketing Officer of Avaya, leading the global marketing function to engage with new and existing customers and partners, driving adoption of the company’s software solutions, and supporting Avaya as one of the leading player in a dynamic digital communications market.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/8/202229 minutes, 13 seconds
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Does Your Frontline Team Believe in Your Brand? Featuring Chris Wallace

The Gap Between Your Marketing Message and Frontline Teams Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView, a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams. Top Takeaways:   ·      Do you know what the people talking to your customers think of you? The employees who talk to your customers, the people who represent you, are the gatekeeper of your brand’s message.   ·      Just because people get a paycheck from the brands that they represent, it doesn't mean that they can deliver every message perfectly, or that their training is going to stick.   ·      The people who live in the trenches have a unique perspective on the customer experience and the brand promise. They get feedback from customers. They see how decisions are made in real-time. They have valuable input that can help leaders make better decisions. Leadership needs to take advantage of their knowledge!   ·      The goal of marketers is to reach the customer, to drive demand, to catch interest, to capture attention, and to set expectations. We encourage marketers to ask themselves - How do we equip our people to understand, align, and confidently deliver on these expectations?   ·      The base level of what customers expect from you continues to go up. They can buy the product that you are selling elsewhere. What customers are looking for are the brands that can deliver that extra layer of value. They are looking for the best company who creates the most amazing service.  Quote:   "There is nothing better than dealing with somebody on the frontlines that truly believes and cares about the brand that they represent" About:    Chris Wallace is the Co-Founder and President of InnerView. Chris and his team have developed the Brand Transfer Study tool which helps companies measure brand message alignment and engage their frontlines in innovative new ways.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.      Learn more about your ad choices. Visit megaphone.fm/adchoices
3/1/202225 minutes, 57 seconds
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Teaching Employees How to Smile Featuring Stephanie Coradin

Teaching Employees How to Smile Serving Internal Customers First  Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first.  Top Takeaways:   ·      Teaching employees how to "smile" starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to take ownership. ·      The external customers are important, but the people that are going to serve those customers are also our customers, known as internal customers. We must properly serve our internal customers, even before we send them out to serve others.   ·      We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders. We send them out and they're not able to find out what their guests need from them because they're modeling how their leaders treat them. ·      Every leader needs to understand their leadership style. Understanding their style allows them to adjust to the different personalities and styles of their team members. ·      Have conversations with your team to better understand what they need from you. Ask them, "What can I do to help you move further into your career or into this position?" ·      We have a cultural problem where employees are afraid to speak up. They are afraid they will get punished if they do something wrong or if they say something that may be viewed as negative toward their manager. We have to put them at ease so they know it is okay to speak up. Quote:   "Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person." About:   Stephanie Coradin is the founder of DEMBO Inc, she has over 18 years of experience in providing leadership and development training, and life coaching to individuals and groups from varied industries. Stephanie is an advocate of employee empowerment and dynamic leadership.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
2/22/202226 minutes, 32 seconds
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Experience Leadership Featuring Adrian Swinscoe

What it Takes to Deliver Great Experiences at All Levels  Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond.  Top Takeaways:   ·      It's no longer sufficient just to talk about customer experience in isolation. We have to start thinking about it holistically and ask, “What does it mean for the entire business?” ·      There's a lot of power in a place called the "gemba", meaning the real place. In business, "gemba" is the place where value is created. Figure out where the gemba in your business is and ask yourself, “How can I go there? And, how often do I go there to understand what's going on with my customers and my employees? ·      On feedback… Psychologically, with a blank text box, people don't know where to start or how to start. When you are asking for qualitative feedback, guide your customers by creating a fill-in-the-blank item. Lead with statements like, "Your experience would be better if we..." ·      Some leaders and executives are suffering from the Jekyll and Hyde Syndrome. Even a reasonable person might reach a point where they, without realizing it, would treat customers in a way that they themselves wouldn't find acceptable.  ·      All proceeds of Adrian's book, Punk XL will go to Doctors Without Borders as an acknowledgment of the work that they have done for the last 50 years. How cool is that! Quote:   "When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. Respect their time by keeping it as short as you possibly can."  About:   Adrian Swinscoe has been growing and helping develop customer-focused large and small businesses for over 25 years. He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
2/15/202228 minutes, 43 seconds
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An Evolutionary Moment for CX Featuring Steve Peltzman

Building a Reactive and Predictive Customer Experience Shep Hyken interviews Steve Peltzman head of FeedbackNow, Forrester’s AI-powered physical & digital solution. They discuss how companies can sense, analyze, and react to issues that affect customer experience.  Top Takeaways:  ·      Wherever customers go, something is different. COVID has caused customers to feel anxiety and a lack of control. Good companies recognize this and have stepped up and are doing something different.  ·      Throughout the pandemic, new expectations have been created. Companies have made things easier for their customers, who expect this same level of service to continue, even after the pandemic. According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort. In 2022, consumers will turn to uplifting, pleasing products and experiences that offer a reprieve from the ongoing uncertainty. ·      Every advancement creates new complexity and awkwardness that every company has to adjust to. For example, in healthcare, practitioners need to master "Zoom-side manner" aside from the traditional bedside manner. ·      Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. ·      Use feedback and data to understand the breaking point where a customer becomes upset when the issue is not properly addressed. For example, if, on average, your customers are willing to stand in line for 5 minutes but they start to get upset at the 10-minute mark, open up a new line at 9 minutes.  Quote:   "COVID has brought consumers' CX expectations up to unprecedented levels. Even as we recover, those expectations will largely remain. They want and seek control and comfort."   About:   Steve Peltzman is Forrester’s first Chief Business Technology Officer. He now leads FeedbackNow, Forrester’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
2/8/202226 minutes, 39 seconds
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How to Make It Easy for Customers to Find Answers Featuring Joe Jorczak

The Power of an Easy Search Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext, a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. They discuss how customers, support teams, and support leaders can utilize the power of search to create a great user experience. Top Takeaways:   ·      Every question starts with a search. Whenever there was a question, people used to go to the library, ask a friend, or call a store. But now, most of these activities have moved online. ·      In a research with 1500 respondents, Yext found out that "85% of customers say that being able to find information or resolve an issue themselves versus contacting customer support is either very important or fairly important." ·      Most brands don't make it easy for customers to find answers. This is not on purpose. Many brands are still hamstrung by the old ways of organizing information - they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. ·      Customer support teams are under pressure. A lot of them are still measured by metrics like average handle times, the number of resolutions per day, ticket queue, and backlogs. They have the challenge of jumping across multiple knowledge bases to find the information that customers are waiting on. This takes time and is frustrating for support agents. ·      Support leaders are turning to chatbots and virtual assistants to help meet customer expectations. However, customers may phrase questions in a way that chatbots are not yet designed to answer. This is frustrating for customers.  Quote:   "85% of customers say that being able to find information or resolve an issue themselves versus contacting customer support is either very important or fairly important." About:   Joe Jorczak is the Head of Industry for Service & Support at Yext where he is responsible for defining and executing the strategic direction for the company's service and support offerings.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
2/1/202227 minutes, 18 seconds
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The Voice of the Customer Featuring Dave Carruthers

Using Feedback to Drive Change in the Customer Experience Shep Hyken interviews Dave Carruthers, CEO at Voxpopme, a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer's experience. Top Takeaways:   VoC or Voice of the Customer is hearing directly from customers about all aspects of their journey to make continuous improvements to all areas of that experience. If done right, it can be a huge driving force for all businesses. So how can companies gather these valuable insights from their customers? Here are the top 3 ways: ·      Timely: Real-time feedback is key. The longer the time lapses between the experiencing and asking for feedback, the more likely the customer's recollection of their journey will be blurred. ·      Flexible: It's all about giving the choice back to the customers. They should be able to decide when and how they can give feedback. ·      Personalized: CX practitioners should take a look at what they already know about their customers and their experiences and base their subsequent survey/feedback questions on that. Tune in for more insights on collecting, analyzing, and using feedback to make meaningful changes in the customer's experience. Quote:   "All customers want to feel heard, that their opinion matters, and that they are not providing feedback which just goes into a black hole."   About:   Dave Carruthers is an entrepreneur who specializes in high-growth tech businesses and a video insight evangelist with global ambitions for growth and adventure. He is the CEO at Voxpopme, a company that provides an end-to-end software solution for video research, enabling researchers to capture video feedback at speed, analyze it at scale, and share it with ease. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/25/202225 minutes, 2 seconds
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The Four CX Pillars Featuring Adrian Brady-Cesana

Investing in Customer Experience and Success Teams  Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Top Takeaways:   Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth. 1.    Team: Constantly train, evolve and optimize your CX team. Ask questions like: How are our CX team members hired? How are they trained? How are they retained? How does CX fit with the rest of the organization? 2.    Tools: The world has changed in terms of how we speak to our customers. It's not always in person anymore. Oftentimes, it's via phone, email, zoom calls, text message, etc. Each channel represents opportunities or challenges. Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies. 3.    Process: Have a living playbook and a CX journey map. This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are. Your team should know where they can find consistent and up-to-date answers. 4.    Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization - from the executives to the newest customer service rep. Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company's resources. Quote:   "If you want to see a big impact, you have to work on it regularly. If you want to have a world-class team, you have to invest in that team on a weekly basis."   About:    Adrian Brady-Cesana has been working in customer experience, customer success, consulting with organizations for the past 15+ years. He is the author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
1/18/202228 minutes, 27 seconds
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The "Now" CX Movement Featuring Eng Tan

Changes Customer Experience Teams Need to Make to Meet the Demands of the "Now" Customer Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr, a company that is redefining the way brands deliver CX. They discuss what CX teams need to let go of in order to succeed in the new era of CX. Top Takeaways: The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX. Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company's resources. In order to meet the demands of the always-on, demanding, "NOW" customers, Eng Tan recommends that CX teams make the following changes or risk getting left behind by their competitors: ·      “Let go” of old CX metrics - Let go of some of the old customer service metrics that is not doing anything for your business. When specific metrics, such as NPS or AHT, are used in isolation, they don't tell the full story. ·      “Let go” of the omnichannel arms race - Brands tend to stretch themselves too thin across multiple modalities and increase the effort level for customers. But, at the end of the day, customers will choose ease of resolution over channel choice. Train your customers on the best way to get support. ·      “Let go” of old ways of measuring internal influence. - We often hear this question in the customer service world: How many agents do you have? CX leaders should stop measuring their influence by their headcount and instead focus on insights provision, brand, loyalty and revenue impact, and operational resiliency. In this episode, Eng Tan also talks about his new book Experience is Everything, customer neglect, and organizational changes that CX teams need to make to stay competitive in the market. Tune in! Quote: "Conversion rates, repeat purchase rates, and customer lifetime value are influenced by not only by the quality of products and services but by how well customer service executes."   About:  Eng Tan is CEO of Simplr, a company that is redefining the way brands deliver CX. He is the author of Experience Is Everything: Winning Customers’ Hearts, Minds, and Wallets in the Era of NOW CX. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
1/11/202225 minutes, 47 seconds
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Intelligent Virtual Assistant Featuring Genefa Murphy

The Opportunities and Fears Surrounding Intelligent Virtual Assistant Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. Summary and Top Takeaways:   Do people still use the phone to reach a company when they have a question or a problem? A lot of companies buy into the "Digital Fallacy" or the belief that digital channels are the only things that matter, and that voice is no longer important. However, The Five9 Customer Service Index 2021 found that: ·      Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues.  ·      51% preferred phone when it comes to general issues. ·      65.2% prefer phone when it comes to urgent or sensitive concerns. People still use voice channels. What people don't like about voice channels is the experience. They don't like waiting on hold, complex IVRs, or conversational AI that doesn't work. So, how do we separate the digital channel and the digital experience? How can customers move through different modes of communications, including voice and digital channels, seamlessly without having to repeat their story? In this episode, Genefa Murphy talks about the Five9's Intelligent Virtual Agent and how AI can be used to improve communication across all channels. Tune in to find out just how intelligent the Intelligent Virtual Agent is, how it enhances customer interactions, and if it will take away jobs from human customer support agents down the line. Quote:   "AI may replace what a human once did but it doesn't mean that humans need to be replaced in customer support."   About:   Genefa Murphy is the Chief Marketing Officer for Five9. With over 15 years of global experience in the field of technology from consulting to product management, strategy, and marketing, she is an accomplished leader and has led worldwide teams in creating and executing compelling and effective go-to-market strategies. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/4/202228 minutes, 26 seconds
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Calming Upset Customers Featuring Rebecca Morgan

How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future. Top Takeaways:   Are customers more easily upset today than 30 years ago? People who would have been rational are now less likely to be patient. And people who are not rational or patient, to begin with, now have an even shorter fuse. This can be attributed to many factors including: ·      The last two years has caused more stress than usual. ·      There is a decline in civility, especially on social media. ·      Customers are projecting anger about things that they have no control over to customer service agents. What can leaders do to help customer service providers manage upset customers? 1. Be a role model. There are behaviors that leaders need to practice in front of their customers and their employees, such as listening without getting defensive, watching their tone of voice, and being careful with their word choice. 2. Be willing to fire customers who are repeat offenders. Employees will respect their managers and leaders more when they see that they are willing to let go of abusive customers. 3. Train staff properly. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. 4. Don't throw your staff under the bus. Standing up for your staff is great for morale and loyalty. In this episode, Rebecca Morgan also talks about what customer service providers do wrong when trying to calm upset customers and what managers should do when their staff gets into an altercation with a customer. Quote:   "Customer service representatives should be future-focused. Think of how you can help customers avoid issues in the future." About:   Rebecca Morgan, CSP, CMC, CVP is an international speaker, management consultant and bestselling author. Two of her 28 books have sold more than 250,000 copies each. She's appeared on 60 Minutes, Oprah, the Wall Street Journal, Forbes.com, CNBC, National Public Radio and USA Today. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/28/202126 minutes, 27 seconds
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Customer Service Avoidance Featuring Dan Hill

How CX Avoidance Impacts Customers, Employees, and Brands Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey. Top Takeaways:   Learn about “customer avoidance” and why it happens. In the age of digital transformation, companies must find ways to eliminate customer service and experience avoidance and create a seamless customer experience with technology and customer relationships. When customers call companies, one of the first things that they hear is "Your call is very important to us", followed by a hold tone. Customers want to feel like they are moving towards progress when they are calling about a problem. When they don't feel that they are progressing to a solution, customers will feel anger towards customer service representatives and ultimately, the brand. Companies avoid engaging with their customers for the following reasons: ·      To limit their cost. ·      To limit the time taken by their staff in interacting with customers. ·      To avoid revealing that their staff is not well-trained or prepared to field questions. Companies sometimes become enamoured with the technology. They use it as a shield to avoid interaction with their customers. When this happens, it negatively affects the brand and the whole value proposition. Dan provides some insights on how to restore the customers’ confidence in the organization: ·      Companies must use technology to facilitate collaboration, not to replace human-to-human contact. ·      The transition from chatbots or any type of automation must be seamless. When the customer is connected to the frontline, they should not have to repeat their story. ·      Frontline employees need to be knowledgeable enough to answer questions and give customers the confidence that they are progressing to a solution. ·      For more insights from Dan Hill, listen to the full episode! Quote:   "About 25% of managers are believed to be bullies. If people are feeling bullied or oppressed, that's going to translate in how they relate to their colleagues and their customers."   About:   Dan Hill, Ph.D., is the author of nine books, including Emotionomics and Blah, Blah, Blah: A Snarky Guide to Office Lingo. He is the founder of Sensory Logic, Inc. whose clients represent over 50% of the world's top 100 advertisers. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/21/202129 minutes, 11 seconds
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We Are All Customers Featuring Baker Johnson

What Customers Expect from CX Practitioners Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways:   Here is something brands and even CX practitioners often forget - customers just want to get things done. They are not thinking in terms of channels. They are not worried about what department, whether it be sales, marketing, or customer support, resolves their issues. They really only care about problems solved. What do customers expect from CX practitioners? It's not about how many channels of communication are available. Compared to sales and marketing, the advice given to CX practitioners is always lagging. They are told to constantly add channels to meet customers where they are. But, customers don't think in terms of channels. They just want to connect with the brand – how they want and when they want. It's not about departments within the organization either. Sales, marketing, and customer support departments are often fighting on who is the most influential to customer experience to gain more internal power. We have to move away from this and put customers first. At the end of the day, we are all customers. The way that we interact in our lives is how consumers expect to interact with brands. It is also what your employees expect from you. We have to bring what we know about relationships and communication from our personal lives to our work lives and apply it to how we interact with our customers.  Quote:   "Take off your work hat, put on your real-life hat and you'll have all the answers to what needs to be improved in customer experience."   About:   Baker Johnson, Chief Marketing Officer at UJET where he is focused on driving corporate growth by evangelizing how UJET’s ultra-modern, customer-and-user-centric approach to CX is radically disrupting the Contact Center ecosystem. He brings more than 15 years of leadership experience to the role driving branding and data-driven strategy transformations to fuel SaaS growth. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/14/202125 minutes, 52 seconds
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Vigilant Customer Service Featuring Len Herstein

How to Avoid Complacency in Customer Interactions  Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. Top Takeaways:   What breeds complacency in business? Most businesses don't realize that one of the main drivers of complacency is success. The more success we have in our customer interactions, the more we get overconfident. We become vulnerable to taking customer relationships for granted. This week on Amazing Business Radio, Len Herstein discusses why complacency is dangerous and how to avoid it. He offers the following insights and more: ·      Avoid tunnel vision. Companies can become too focused on matching their top competitors that they lose sight of new competitors or new categories that have entered the market. ·      Be a disruptor. Successful companies like Amazon and Netflix are always coming up with new ways to engage their customers. Instead of reacting to what their top competitors are doing, they are the disruptors in their industry and beyond. ·      Learn from success. Most companies debrief when a mistake happens with the idea they will avoid the same mistakes in the future. However, they often forget to look back on their successes, not realizing there are opportunities to replicate the same moving forward. (DOES THAT SOUND OKAY?) ·      Always be vigilant. The best way to fight complacency is to be aware of it. You can't protect against threats that you didn't see coming.  Quote:   "The best way to fight complacency is to be aware. The more aware you are, the more in the moment you are, the more you have that forces you to think, and the less complacent you're going to be."   About:   Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance, and Safeguard Success. Your Business and Relationships Depend on It. He has worked with brands like Coca-Cola, The Campbell Soup Company, and Nabisco. He is also a volunteer State-certified peace officer with the Douglas County Sheriff’s Office in Colorado. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/7/202126 minutes, 30 seconds
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Net Lives Enriched Featuring Fred Reichheld

How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.  Top Takeaways:   Net Promoter Score is the metric that millions of companies have used for decades to know if they are doing a good job for their customers and their employees. It aims to measure if you have gained your customer's loyalty enough to earn their repeat business and new business from their friends and family. But, in the age of cookies, click rates, and measurable eyeball hang times, is a company's NPS still relevant? And, is your company using the NPS metric correctly? This week, we interview Fred Reichheld, the developer of the Net Promoter score to talk about how many companies are misusing the Net Promoter Score and missing out on the potential benefit that it can help your business achieve. We also talk about how NPS is still applicable in modern business and how it can be used correctly. To put his money where his mouth is, Fred invested his own money in all of the public companies that are NPS leaders. The return on his investments is almost three times the S&P. In today's episode of Amazing Business Radio, Fred and I discuss how you can use the Net Promoter Score to invest in customer loyalty, which pays big dividends!  Quote:   "Who you hang around with in your life influences everything - how you think about success and what's important to you. This is true with who you want to be a customer of, who do you want to be an employee of, who do you want to invest in."   About:   Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/30/202127 minutes, 57 seconds
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What the Holidays Mean for SMB’s Featuring Kiel Harkness

The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB's can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season. Top Takeaways:   The holidays are upon us! What does it mean for SMB's – and businesses of all sizes? That was the main focus of the interview. UPS commissioned research to find out what really matters to both small to medium business owners and their customers. Here's some good news, some challenges, and some opportunities. ·      Almost two-thirds of SMB's are going to make up to 20% of their sales during the holiday season. ·      Two-thirds of customers will spend at least $100 on SMB's during the holiday season. ·      80% of businesses that were surveyed said that they are worried about inflation. Whether it is on the cost of production or their price point. ·      SMB's are 26% more worried about the delays, damage, and theft of the shipments than labor shortage. ·      Over 40% of SMB's say that they see an increase in porch piracy during the holidays. ·      44% of consumers said that the lack of a strong problem resolution on a stolen or damaged goodwill cause them not to shop with an SMB again. ·      35% of consumers said that it's a huge motivator for them to spend more with retailers who will guarantee the replacement of lost or damaged items. Quote:   "44% of consumers said that the lack of a strong problem resolution on a stolen or damaged goods will cause them not to shop with an SMB again."   About:   Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He led the Digital Transformation of UPS Capital US Domestic Go-to-Market. Supported rebranding of core digital offering and proposition. He manages and directs global UPS Capital Digital Marketing and Digital Properties, Channel Marketing, Business Intelligence, Product Development, Communications and Advertising, and International Field Marketing teams. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/23/202130 minutes, 17 seconds
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Courageous Culture Featuring Karin Hurt and David Dye

Bringing Great Customer Experience Ideas Forward  Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow Leaders. They are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of five books including, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates. They discuss how leaders can build a culture of sharing ideas, solving problems, and rewarding contributions. Top Takeaways:   Employees have great ideas on how to improve customer experience and leaders want them. So, why do employees hold back their ideas? This week's guests, Karin Hurt and David Dye started an extensive research study with the University of North Colorado Social Research Lab on why employees are holding back these ideas. Here are some quick stats on what they have uncovered from the respondents from the frontlines. ·      49% of Leaders are not asking for ideas. ·      50% of the responders feel that their ideas will not be taken seriously. ·      40% Lack confidence or they don't know how to share ideas. ·      Two-thirds feel that their managers are stuck in the way of doing things ·      56% Do not share their ideas because they feel that they would not get credit for the idea. So, how can companies build a "courageous culture", one that encourages micro-innovators, problem-solvers, and customer advocates within the organization to voice out their ideas? Karin and David developed a 7-step process: 1. Navigating the narrative. Leaders need to get real with their own relationship with psychological safety and speaking up. 2. Creating clarity. Leaders need to communicate that they really do want ideas and what kinds of ideas are needed. 3. Cultivating curiosity. Managers need to proactively go out and ask for ideas. 4. Respond with regard. Every idea that is shared should get feedback at every level. 5. Practice the Principle. Find out what is truly meaningful about an idea and how it can be scaled and applied in different ways within the organization. 6. Galvanize the genius. Communicate what is important in your new culture five times, in five different ways. 7. Build an infrastructure for courage. Leaders need to make sure that courage is reinforced and not undermined.   Quote:   "You don't have to be the CEO to create a courageous culture. No matter what role you are in, if you have a great idea to improve customer experience, your leaders want to know about it. Have the courage to bring your ideas forward."   About:    Karin Hurt and David Dye help human-centered leaders resolve workplace ambiguity and chaos so that they can drive innovation, productivity and revenue without burning out employees. As CEO and President of Let’s Grow Leaders, they are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of five books including, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/16/202127 minutes
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Leading With We Featuring Simon Mainwaring

How Businesses Can Lean into Their Purpose Shep Hyken interviews Simon Mainwaring, founder & CEO of We First, a strategic consultancy accelerating growth and impact for purpose-driven brands. He is the author of Lead with We: The Business Revolution That Will Save Our Future. They discuss why companies should take part in creating solutions to the significant issues that the world is facing today.  Top Takeaways:   Customers and employees know that customer experience is more than enjoying your product and feeling like they are valued in the way that they are taken care of. It is also in how they feel about your company and what you are doing in the world. Is your company part of the problem or part of the solution? We are facing social, economic, and environmental issues. For the past two years, we have been going through a global health crisis. Your customers and employees are looking at you. They want to see where you stand on these issues and if it aligns with theirs. Why should you care? And, what's in it for your business? The short answer is that people want to buy from, invest in, and work for companies that are doing good. There's a new expectation, not just from customers, but also for employees. How you treat your employees, how they can relate, identify, and invest themselves in your purpose will determine your ability to attract the talent you need and to get the most out of them, even during difficult times. The more you lean into your purpose and share it with your employees, the more engaged they'll be. As a result, you'll retain them longer, they will be more productive, and they'll be more effective advocates for your brand. Quote:   "Employees are the most effective advocates for your brand, your products, and how you're showing up in the world."   About:   Simon Mainwaring is founder & CEO of We First, a strategic consultancy accelerating growth and impact for purpose-driven brands. He is the author of Lead with We: The Business Revolution That Will Save Our Future and the host of the Lead With We podcast. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/9/202126 minutes, 30 seconds
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Customer Experience Is Science Featuring Colin Shaw

Creating Proactive Customer Experiences  Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC, a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row. They discuss how companies can use customer science to provide positive and memorable customer experiences. Top Takeaways:   When was the last time that an organization did something for you that you weren't expecting? Perhaps it was to email you if you needed a refill of a product that you previously ordered. Or, to show you articles and videos of how you can maximize the use of something you purchased from them. Whatever it was, it was a pleasant surprise. The world's leading companies like Apple, Airbnb, Amazon, and many more are becoming so in tune with not only what the customers say they want, but they also know how their customers behave and what they feel. They can accurately predict what their customers are going to do next – and what they will want next. This week on Amazing Business Radio, I interview Colin Shaw, Founder & CEO of Beyond Philosophy LLC, to talk about understanding the customers in an even deeper way through customer science, behavioral science, and the journey map. ·      Customer science is the fusion between technology, data, and behavioral science. ·      Behavioral science is looking at what customers are doing as opposed to looking at what customers are saying they are doing. ·      The journey map is looking at the customer journey from the customer's perspective. If you can predict what the customer is going to do next, will it change the way you create customer experiences?  Quote:   “According to Daniel Kahneman, "We don't choose between experiences, but we choose between memories of experiences." You can’t be loyal to something that you haven't experienced.”   About:   Colin Shaw is the Founder & CEO of Beyond Philosophy LLC, a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row. He is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts globally by Buzzsprout.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
11/2/202129 minutes, 4 seconds
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Customer First, Business Second Featuring Dan Balcauski

Defining Success from the Customer's Perspective Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility, where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback. Top Takeaways:   Anything can be a subscription. Whether you are selling razor blades, pens, or a streaming service, the goal is to get the customers to say that they are getting enough value for your products to continue doing business with you. A subscription model solidifies the relationship between the business and the customer but it also requires a focus on customer experience. How do companies ensure that their customers continuously get value over time so they don't leave you for your competitors? What are the outcomes that your customers are trying to achieve? Most of the time businesses focus on operational efficiency, revenue, and profits. These are all great things. But, the problem is that these are not the criteria that the customer is using to define success. Companies need to understand that they are not the center of the customer's world. We need to understand the full journey. This week on Amazing Business Radio, I interview Dan Bacaulski, founder and principal consultant for Product Tranquility, where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Dan takes us through how businesses can focus on the outcomes that the customer is trying to achieve and how they define success. Learn how to put the customer first, provide value, and define success from the lens of those you serve - the customers. Quote:   "We are not the center of our customer's life. We need to understand the full journey. We need to ask, "What is our customer's day to day like?" and "What are they trying to accomplish?" About:    Dan Balcauski is the founder and principal consultant for Product Tranquility, where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. He is a TopTal certified Top 3% Product Management Professional and also helps to teach Kellogg Executive Education course on Product Strategy. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/26/202127 minutes, 47 seconds
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Creating Personalized Experiences at Scale Featuring Noa Danon

Personalization and Creativity in Customer Experience Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams. They discuss how organizations businesses can ensure customer renewals and expansion by creating personalized customer experiences.  Top Takeaways:   ·      The customer who makes the decision to buy a product may not be the same person who uses the product. Businesses need to get to know and personalize the experience for both types of customers. ·      Businesses may start focusing on one type buyer persona but as they scale, they will need to create different types of experiences or services for different types of people. ·      You don't need to be Amazon to create a personalized experience. Most of the time, it only takes a few questions to figure out what is important to your customers and personalize your offerings to them. ·      Companies need data about their customers so they can continue to automate and personalize customer experiences even as they scale. ·      Data helps with personalization both in sales and in customer service. The more you know about your customers, the more personalized the support that you can provide can be. This creates a confidence between the customers and the business. ·      Leaders need to create an environment that encourages front line employees to bring ideas on how to make the customer experience better.  Quote:    “Every business is a subscription business. Whether it is a typical subscription renewal of the customer deciding to continue to do business with the business, the goal is to make sure your customers come back instead of going to a competitor.” About:    Noa Danon is the Co-Founder and CEO of EverAfter. Noa’s vision for EverAfter was heavily influenced by her experiences as a product manager, where she observed the disconnect between the user and product experience. EverAfter was created exactly to meet that need, allowing companies to personalize the customer experience beginning with the initial contract all the way through renewal and expansion. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/19/202128 minutes, 16 seconds
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Beyond Happiness Featuring Jenn Lim

How Authentic Leaders Lead with Happiness and Humanity  Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact. They discuss how leaders can adapt to the new workplace by being authentic and aligned with their purpose.  Top Takeaways:   ·      As leaders, we need to get more real with ourselves. We want to celebrate the highs in our lives but we also need to recognize our lows and our blind spots. Then, we need to allow the people that we lead to do that, too. ·      In the past year, we have experienced the "Great Resignation" where a record number of 4 million employees, in the US alone, quit their jobs in April. The integration of work and life in a way that has never been experienced before has led people to evaluate what is most important to them and how they can align their lives with it. ·      The experiences that we have had in the past couple of years have prompted many to ask the questions like: How can I align myself and my life with what is most important to me? What are the things that I need to work on and be aware of so I can be a more whole person at work and in life? ·      When employees are unhappy and start leaving the company, leaders can learn so much by asking them why and actually listening. Have an open and honest dialogue as to where your employees are at work and in life. ·      Authenticity goes into the wholeness of a person. Leaders must respect who employees are as human beings beyond their skills and what they bring to the table. ·      The more employees see that they are respected inside and outside their specific role and title, the more they want to be productive, engaged, and loyal. Quote:   "Happier employees equals happier customers equals more profitable and sustainable business." About:   Jenn Lim is the CEO of Delivering Happiness, a company she co-founded with Tony Hsieh of Zappos.com to create happier company cultures for a more profitable and sustainable approach to business. Jenn’s mission is to teach businesses how to create workplaces—led with happiness and humanity—that generate more profit, sustain all people at every level of the organization, and share how we can make an impact by being true to our authentic selves.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
10/12/202128 minutes, 26 seconds
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A Holistic View of the Customer Featuring Daniel Fallmann

Empowering Customer Service Agents with Knowledge Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze, a tool that helps companies capture a holistic view of their customers' data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.  Top Takeaways:  ·      The lack of information on a specific customer or product is the key problem for most businesses in every industry. Since the data is often scattered across many platforms, it is not readily available to customer service professionals when they need it. ·      Customer service professionals need a one-stop-shop where they can have a holistic view of the customer's information coming from different platforms and departments.  ·      Companies need to equip customer service agents with knowledge of the product as well as knowledge of the customer - who they are, what they search for on your website, and what their questions or challenges are. ·      Having the technology to access the right information reduces ticket escalation. But, when ticket escalations do happen, it also helps customer service agents identify the experts inside the organization to help with non-trivial customer issues. ·      You can predict what the problem is because of customer behavior. For example, what they are searching for on your website? Are they watching your videos or webinars? What issues are they calling in with? Knowing that information can help you come up with implicit problem-solving mechanisms, knowledge base articles, and automatic routines that make sure the problems do not ever occur, to begin with. Quote:  "Customers today have an "I need it now" approach. Customer service professionals need to know how to easily access information for them to understand the context of the customer’s concerns.”   About:  Daniel Fallmann founded Mindbreeze in 2005 at the age of 23, after he finished his studies in computer science. As Mindbreeze’s CEO he is a living example of high quality and innovation standards. His passion for enterprise search and machine learning in a big data environment fascinated not only the Mindbreeze employees but also their customers. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/5/202126 minutes, 44 seconds
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Selling Through Tough Times Featuring Paul Reilly

Utilizing Customer Experience as a Sales Tool  Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times.  Top Takeaways:   ·      When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. ·      Certainty and stability are important to your customers. This should be seen in your brand's messaging and felt in your customer's experience.  ·      During times of uncertainty, customers want consistent and predictable experiences that meet their standards. ·      Companies have the opportunity to enhance their overall customer experience during tough times. Ask your customers the question, "What's missing from our current solution?" ·      Every person in an organization should be asking themselves, "What else can I do for the customer?"   Quotes:   "The best sales tool you can have is a great customer experience."   About:   Paul Reilly is a professional speaker, sales trainer, and author. He coauthored Value-Added Selling, fourth edition, and authored Selling Through Tough Times. Reilly also hosts The Q and A Sales Podcast, where he answers the most pressing questions facing today’s sales professional.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
9/28/202127 minutes, 52 seconds
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Creating the I'll Be Back Experience Featuring Shep Hyken

How to Get Your Customers to Come Back Again and Again  Shep Hyken talks about his new book I'll Be Back: How to Get Customers to Come Back Again and Again. The book comes out on September 21, 2021. Top Takeaways:  ·      Questions like, "Are you happy with our service?" and "Would you be willing to recommend us?" are great history lessons. Another important measure of customer service success is behavior – whether or not customers come back. ·      In the '80s, Jan Carlson came up with the idea of the Moment of Truth. This is when a customer comes into contact with any aspect of the business and has the opportunity to form an impression. Carlson said they could be good or bad. Shep has names for these and added a third one: 1.    Moment of Misery is when the customer encounters a problem or has a complaint. 2.    Moment of Mediocrity is an average experience. 3.    Moment of Magic is a positive Moment of Truth that we need to consistently create. ·      Why would customers terminate you? 1.    Apathy. When you make the customer feel like you just don't care, they're going to find somebody that does. 2.    Rudeness. This creates a negative emotional response within the customer. 3.    You didn't make it easy for the customers to find you. ·      How to create an "I'll Be Back" experience: 1.    Ask, "Why would someone do business with me instead of a competitor?" 2.    Ask your team, "Why would someone do business with the competition instead of me?" 3.    Keep pace. Take a look at what your competition is doing that is different but don't just copy them. Make sure you do something better. 4.    Ask the team, "What companies do we love doing business with and why?". 5.    Take a look at what the best companies are doing that you can implement in your business – and do so. 6.    Go back to question #1 and ask, "Now that we have done all this, why would customers want to do business with us?”  Quotes:  “Customer amazement is within the grasp of everybody in an organization. When you provide consistent and predictable above-average experiences, that is when you are operating in the zone of amazement.”  About:  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
9/21/202127 minutes, 44 seconds
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The Ultimate Marketing Engine Featuring John Jantsch

Creating Customers for Life Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers.  Top Takeaways:   ·      A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back. ·      Focus your attention on the growth of your customers, not just on the growth of revenue. This can be done with the 5 Steps to Ridiculously Consistent Growth, which are: o  Step 1. Map where your best customers are today and where they want to go. Creating the customer journey is not about a sales funnel. It is about organizing behavior and helping customers reach their goals. o  Step 2. Uncover the real problem you solve for your ideal customers. Your customers don't want your products, they want solutions to their problems. o  Step 3. Narrow your focus to the top 20 percent of your ideal customers. Identify your ideal clients and ask, "What else can we do for them?" o  Step 4. Attract more ideal customers with the narrative they are already telling themselves. Know where your customers are, where they want to go, and how to get them there by understanding the problems that they want to solve. o  Step 5. Scale with your customers by serving their entire ecosystem.  Quote:     "The trick to getting customers for life is serving and understanding your ideal customers. This allows you to grow and scale with them instead of constantly chasing the next new idea or new customer."  About:    John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. He is also the founder of the Duct Tape Marketing Consultant Network, which trains and licenses independent consultants and agencies to use the Duct Tape Methodology.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
9/14/202127 minutes, 28 seconds
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Digital Customer Service featuring Rick DeLisi and Dan Michaeli

Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation.   Top Takeaways:  ·        Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication). ·        Virtually every service experience starts as self-service. When a customer goes into a company's website or mobile app, they are at the beginning of their digital self-service journey. ·        In a Digital Customer Service interaction, the customers are already logged in and have already begun their search for answers. If and when a human-to-human interaction is needed, the customer support agent should be able to know who the customer is and what they are looking for. ·        US companies alone still receive more than one billion incoming phone calls every year. Many companies claim to be customer-centric yet still expect customers to call them when they need help even in today's on-screen world. ·        Whether you are a B2B or a B2C business, your customers have learned what the best digital experience looks like from the most successful companies.  Quote:   "Customers are now "on-screen" and companies need to meet them on the channels that they are using to enhance the effectiveness, efficiency, and experience of every interaction."  About:  Rick DeLisi is the co-author of the best-selling book, The Effortless Experience. He has been researching the psychology of customer behavior and expectations in service for the past two decades Dan Michaeli is the CEO of New York-based Glia, a leader in helping companies reinvent how they serve their customers. He develops solutions that create world-class digital customer experiences for “traditional” non-digital-native organizations. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
9/7/202127 minutes, 33 seconds
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The Experience Maker Featuring Dan Gingiss

Creating Consistent Exceptional Customer Experiences   Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about.  Top Takeaways:   o An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer's perspective. o Each person in the company should be an Experience Maker. Even those working in the back office without direct customer interaction should always have the customer in mind. o All marketers want the elusive goal of word-of-mouth marketing. It's not about the next marketing campaign or splashy video. It is creating consistent, exceptional experiences that get customers to talk about your brand. o WISER is a framework that companies can use to create experiences that people want to talk about. It means: ·   Witty - This is not necessarily about humor or being funny. Being witty as a brand is about being clever, using language to your advantage, and refusing to be boring. ·  Immersive - Create consistent experiences that people connect with emotionally. ·  Shareable - Give people a subtle nudge to share their customer experiences with others. The more brands tell people to share about them on social media, the less likely they are to do it. · Extraordinary - Be just a little bit better than everyone else. ·  Responsive - Be engaged with customers when they engage with you. o Be a customer of your own company so you can see what your customers see. This is how you can uncover your customers' pain points, the things that you are doing well, and the things that you should be doing more of.  Quotes:     "Every decision a company makes affects the customer. An Experience Maker makes sure that these decisions have a positive impact."  About:   Dan Gingiss is an international keynote speaker and coach. His 20-year professional career included leadership positions at McDonald’s, Discover, and Humana. He is an author of two books (The Experience Maker and Winning at Social Customer Care) and the host of multiple podcasts and video series. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
8/31/202127 minutes, 4 seconds
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Managing Customer Success Featuring Philipp Wolf

Preventing Customer Churn   Shep Hyken interviews Philipp Wolf, CEO of Custify, a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success.   Top Takeaways:   ·      Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps them resolve their concerns. ·      Customer success can be proactive. It happens when a company uses the information that they have to proactively reach out to customers who are having a problem or are not utilizing features of the product that are most helpful to them. ·      Customer service is not a department. It is a philosophy. ·      Delivering proactive customer service is profitable. It saves companies money, ensures customer retention, and encourages customers to spend more. ·      Around 30% of customers who want to cancel a service can be recovered if companies take time to have a conversation with them to uncover why they want to cancel and what can be done (such as discounts or product training) to continue the relationship. ·      Customer Success is about continuously finding ways to add value and ensure that your customers are maximizing the features and benefits of products or services that they bought from you.   Quotes:  "Customer success not only provides a great customer experience, it also helps companies save time and make the next upsell or cross-sell opportunity happen naturally." About:   Philipp Wolf is the CEO of Custify where he helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that helps companies get the most out of the time they spend with their customers.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
8/24/202127 minutes, 13 seconds
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The Uncommon Soft Skills That Make Up the Best Customer Service Representative Featuring Greg Hanover

Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways:- What's needed to deliver an excellent customer experience is creativity and problem-solving. It's right up there at the top of the list. This is a key personality trait. When running your home-based business or working remotely, you don't have somebody holding your hand every day. You are really in control, and to succeed, you are required to take control and run it as your own business. - Coordinating with others is important. When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that's the customer directly or the supervisor at the company they're supporting. So, the ability to coordinate across a number of different fronts is critical. - Cognitive Flexibility is the multiple tasks that an individual encounters as a customer care provider. Their ability to adjust based on the content in an activity is an important requirement. So, to be flexible and adjust quickly is a significant skill that is required to be successful. - The shift in the remote work mindset has been happening for a while, even before the pandemic. However, the pandemic has accelerated this shift. Quotes:“Those who have that discipline and the ability to manage their time and are motivated are the ones who have the most success in a flexible workforce model.”  About:Greg Hanover was named CEO of Liveops Inc. in 2017 after 10 years with the company in senior leadership roles. Liveops is a leader and pioneer in the virtual call center space, with a distributed workforce of over 20,000 domestic home-based agents.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/17/202126 minutes, 23 seconds
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Customer Insight Featuring Sharad Khandelwal

Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways:- The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. The goal of this platform is to provide you with real-time insight into why consumers are contacting you in the first place.- Customers' input is as critical as what prevents them from checking out, purchasing something, or returning anything. - The ultimate goal of gathering information is to help this customer solve the problem and prevent future problems. This information should subsequently be disseminated across the board with everyone involved.  - Businesses often overlook the value of the customer service department. This department assures and is accountable for your customer's return. They're essentially a client retention division. Companies should appreciate their support workers in addition to their data. Quote: “This is how you can become a bit more proactive and collaborate better to improve customer experience by bringing everyone together by sharing these insights, making everyone at the same pit with another problem. The bigger the company, the bigger the problem of silos.” About: Sharad Khandelwal, co-founder and CEO of SentiSum, aspires to alter the way major corporations make key choices. He believes they should shift away from gut feelings and toward data-driven judgments. He's passionate about using data and technology to help businesses become more customer-centric. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/10/202124 minutes, 44 seconds
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Everybody Wants to Rule the World Featuring Ray Wang

Surviving and Thriving in a World of Digital Giants Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants, a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.   Top Takeaways: - The biggest insight is that the companies that figured out how to win have actually increased their gap with everybody else. It's like they've left the other companies in the dust.- Do you have a digital business model? Do you understand how you build a business around that? And do you have digital monetization? And then, of course, are you focusing on delivering an excellent customer experience?- Customers are trading loyalty for convenience, status, and value. This is even more important as we advance because brands that don't understand loyalty and community will be dead in the water.- In the middle of the pandemic, we set off this ultimate collection of autonomous data collection and information/insights that actually drive signal intelligence. And that refinement of that information insight is creating competitive modes for organizations that know how to use data. Brands and companies can now predict what you might like, prevent fraud, mitigate risk, or identify a new market that hasn't been touched. - Mass personalization happens in places all around us. So we've gone from transactional systems like CRM to engagement systems that are really like social business to experiences, which is about using technology and AI to craft journeys that deliver mass personalization at scale.- You have to go out and find your turnaround catalysts. Reinvent your board to start thinking long-term, so they can compete, not on the short-term quarter to quarter EBITDA cycle, but long-term in thinking about dominating and building your digital giant. Quote:  “If I don't have any competitors, I'm going to get stagnant.” About:R "Ray" Wang is the Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. He is the co-host and co-founder of the widely watched DisrupTV, a weekly enterprise tech and leadership webcast.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/3/202127 minutes, 44 seconds
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Choose Your Customers Featuring John Wass

How To Compete with the Digital Giants Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways:  ·        Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. ·        It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best. This is their biggest profit opportunity. ·        Identify your most profitable customers and ask, "Am I spending most of my time and resources there?" Also, consider the opposite. Ask, "Am I distracted with customers that don't make me a lot of money that I'm neglecting my best customers?" ·        Companies need to decide which subset of customers brings in the most profit and become more customer-centric with them. ·        Not all revenue is good revenue. Not all customers will bring more profit to your bottom line. Have the conviction to walk away from some of the revenue that is actually costing you money and profits. Quote:   "The fastest way to make money is to sell more to the customers who already love you."   About:  John Wass is the CEO of Profit Isle. He was an early member of the management team that grew Staples from three stores to over 1,000 nationwide. He is also a successful entrepreneur who has co-founded and been the CEO of three startups after Staples.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
7/27/202126 minutes, 12 seconds
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The End-to-End Customer Experience Featuring John Ball

Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.   Top Takeaways:  ·        Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done). However, it is the customer operations that impact the customer's experience the most. ·        A convenient and frictionless experience is what makes customers want to come back. Strive to create ease and convenience externally and internally. ·        Process mapping (having structured processes and workflows) empowers businesses to identify duplication of effort from customers and employees. ·        In 2020, only companies that modernized and digitally transformed processes continued to deliver seamless customer experiences. ·        Customers are more accepting when problems occur if they are given enough information, even before they ask for it.   Quote:  "Process mapping the customer engagement and customer operations is how businesses can improve their end-to-end customer experience." About:  John Ball is the executive vice president and general manager of Customer Workflows at ServiceNow, a company that creates great customer experiences through digital workflows.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
7/20/202126 minutes, 28 seconds
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Authentic Customer Conversations Featruing Jason Ten-Pow

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.   Top Takeaways:  ·        When businesses take the mundane transactions to the experiential, customers come to see what they will do next. ·        Customer expectations have evolved over the last year-and-a-half. What brands think their customers want has changed.. ·        Digital transformation has put a lot of power in the hands of some people (in organizations) who have no preparation or know-how on how to perform in digital roles. This has created an area of friction between the brand and the customer. ·        Authentic conversations go beyond "Are you satisfied?" and "Did you buy?" to "What can I do to create a deeper connection?" ·        Authentic conversations allow brands to understand the customer's wants, needs, and desires. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits. Quote:  "Loyal customers are created by having authentic conversations with them. Talk to your customers to find out what they perceive as good customer service, what they want, and what they need." About:  Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Ten-Pow’s passion for customer experience was sparked as a teenager working behind the meat counter of a carnival-themed grocery store in Toronto.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
7/13/202128 minutes, 10 seconds
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Empowering Employees through Caring Leadership Featuring Heather R. Younger

Top Takeaways:  ·        Hire people who assume a leadership position when it comes to taking care of the customer. (Even if you’re not a leader, manager, or supervisor, it doesn’t mean you can’t treat the customer as if you are.) ·        Everybody is a customer. Show up in a way that is receptive to the needs of both your customers (internal customers and external customers). ·        To create self-leaders, the leaders of the company need to provide support and empower their front-line employees to say, "Yes". ·        Empowerment is providing a space for your employees to take risks (within limits and expectations set by your organization) and use their gifts to create a great customer experience. ·        Caring leadership is showing daily actions that show concern and kindness to those you lead. ·        A caring leader allows their people to breathe through the difficult experiences of the job and help them become more resilient in the process. ·        Caring leadership is how you touch the lives of those who are looking to you for guidance. Leaders must look for ways to expand their circle and make people feel like they belong.   Quote:  "No matter what title you have, what matters most is how you make people feel. Lead yourself with integrity and be congruent with who you are."   About:  Heather R. Younger has earned her reputation as “The Employee Whisperer.” She is a best-selling author, and her newest book, The Art of Caring Leadership, emphasizes the need for kindness, compassion, and empathy in all leaders.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
7/6/202127 minutes, 8 seconds
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The Customer Obsessed Organization Featuring Shirley Macbeth

Top Takeaways: ·        Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization. These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization. ·        Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise. ·        The brand promise falls into three categories: 1. ‘Unlike the others’ - Being different, quirky, or unusual. 2. ‘At your service’ - Differentiating the experience through amazing customer service. 3. ‘On your side, by your side’ - Being the customer's advocate. ·        A customer-obsessed organization listens to their clients and takes actions based on the information that they receive. ·        In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction. Now, it takes 27 with 4 or more people involved before customers can make a buying decision. ·        Throughout the pandemic, the racial tensions that we are in, and the environmental issues that we are facing, customers are taking a closer look at the brands that they want to trust and do business with. ·        What happens inside an organization is felt on the outside by the customers. ·        Many companies underestimate the importance of how employees feel about how service is delivered to their customers. ·        Alignment in business is knowing who your customer is, how you want them to feel, and shaping your product around customer obsession. ·        Aligned organizations have 19% faster growth and 15% higher profitability. Quote:  "Lead with the customer first. Keep the customer in mind with every decision that your company makes."  About: Shirley Macbeth is the Chief Marketing Officer at Forrester. Macbeth has 25+ years of experience as a marketing executive with a proven track record in increasing revenues and building brand awareness for global B2B companies. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/29/202125 minutes, 13 seconds
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Investing in the Customer Experience Featuring Paula Courtney

Top Takeaways:  ·        Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer. ·        Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you. ·        Delivering a WOW experience can result in a 12-58% in the customer's repurchase intent. ·        Hassle-free customer support is the number one element that increases repurchase intent. This is followed by frictionless experience from start to finish and worry-free returns. ·        To create a WOW experience, businesses do not need to do anything extraordinary. It is about delivering the basics consistently. ·        The last best experience that your customers had with any business, in any industry, is what your customers will always compare you to. Quote:   "To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments." About:  Paula Courtney is the President of the Verde Group. She leads the development of new research methods for helping companies quantify the financial impact of their customer experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
6/22/202126 minutes, 17 seconds
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Winning Customer Trust through Omnichannel Communication Featuring Steve Bederman

Top Takeaways: ·        A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process. ·        Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less. ·        With so much competition out there, every business cannot afford to provide a bad customer experience. ·        You can't provide a repeatable and sustainable experience without creating process and training around it.   ·        Trust is the outcome of doing the next right thing. Do the right thing often enough and in a sustainable way that it becomes predictable for your customers. ·        Companies need to get in touch with how their customers want to communicate with them whether it is via phone, email, chat, social media, or other mediums. ·        Omnichannel communication is having all the channels that a customer can connect with your brand in a centralized dashboard. Quote: "Most companies claim that they have good customer service but the true defining measure of making the customer feel valued is behavior."  About: Steve Bederman is the President and CEO of NobelBiz, a Contact Center Technology Company that offers state-of-the-art solutions for companies that want to keep their clients happy. His personal creed is 'Make a Promise, Keep a Promise' and he applies it in both his personal and professional life.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/15/202125 minutes, 59 seconds
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Stress Test Your Business to Prepare for the Bad Times Featuring Dr. Jeffrey Magee

Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. When businesses don't understand customer service, they are not able to recalibrate and change their trajectory to succeed in difficult times. A personalized service compels customers to continue doing business with you. Empower your employees to provide personalized service because in business, he who goes the extra mile, wins. When the leaders are willing to jump in to make success happen, it creates a culture where everyone is invested in creating a positive experience for the customer. When you're the customer and you have an experience that makes you say, "Wow! That's amazing!", make a note. When you go back to your business, think of how you can translate that to wow your own customers. The friendship factor is when your customers feel welcomed by you. This relationship makes your customers go out of their way to do business with you. Quote: "Everyone can adjust when they need to but a lot of times, people don't think about other market opportunities in good times or in bad times." About: Dr. Jeffrey Magee is the author of more than 30 books, three college graduate management textbooks, four bestsellers, and is the Publisher of PERFORMANCE/P360 Magazine, and a Human Capital Developer for more than twenty years. He brings over two decades of Executive and Corporate Development Expertise, with the last decade working in both the start-up to the mature-growth market business sector. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/8/202126 minutes, 29 seconds
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Understanding How the 7 Levels of Energy Affects Customer Service featuring Natalya Berdikyan

Top Takeaways: There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy. Anabolic energy (levels 3 to 7) is the constructive and healing energy. Level 1: The state of being a victim. In other words, where the customer or the customer service agent feels like there is no solution. Level 2: The Antagonist - Seeing everything through the lens of conflict. This is the 'I win, you lose' state. Level 3: The Rationalizer - People start to take responsibility for their thoughts, feelings, and actions. Therefore, this is where collaboration begins. Level 4: The Helper - Empathy kicks in. This level is about providing service and making sure that customers win. People at this level are prone to becoming overwhelmed from giving too much. Level 5: The Collaborator - Whatever challenges your customer is facing faces, you always find an opportunity for improvement and provide a win-win solution. Level 6: The Connector - This is where customer service is there to support the customers and connect with other departments in the company who can help. Level 7: The Creator State - This is where winning and losing is an illusion. It is knowing that you are doing the best you can no matter the result. Quote:“Everything is energy. Above all, it is important to understand the energy that you and others bring to the situation.” About:Natalya Berdikyan is the founder and CEO of Life By Design Academy and Frontline Consulting. She helps individuals and organizations grow to their full potential beyond existing borders and boundaries. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/1/202128 minutes, 7 seconds
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The Competitive Advantage of Amazing Customer Service Featuring Hank Ebeling

Top Takeaways:  -      People can steal your ideas or create the same products. What they can't take away is the level of service and relationships you've built with your customers. -      Everybody has customer service. You can win by focusing on creating connections and building relationships with your customers at a higher level than others. -      You can coach people on the technical aspects of the job. But, having empathy is something one just has or doesn't have. -      Customer service starts with leadership. Leaders create the service vision and hire the right people to carry it out. -      When hiring someone, let them interact with other people in your business. You can tell a lot about a person by how they talk to other people that are not from a high-level position within your organization. -      Leaders need to participate in the onboarding process and set the tone of the business' culture.  -      Service aptitude is a person's ability to exceed expectations. It comes from 1) Life experiences 2) Previous work experience 3) Current job experience. Teach your employees about your own culture of service. -      Figure out what makes your business stand out. You can have the same product or service as your competition but if you can out-service them, you will always win. Quotes:  "No matter what business you are in, it is extremely competitive. The only way to stand out is by delivering an outstanding service." About:  Hank Ebeling is the founder of H4 Training and author of Crushing the Competition with Service: An Entrepreneur's Guide to Delivering Outstanding Customer Service & Customer Experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices
5/25/202124 minutes, 25 seconds
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The Role of Emotional Intelligence in Customer Service Featuring Robin Hills

Top Takeaways: -      In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions. -      The most fundamental part of emotional intelligence is understanding what goes on inside our minds. We have to understand our own personalities and emotions so we can understand others. -      Self-awareness is knowing what you are good at and identifying your limitations. Know how to minimize your weaknesses and connect with people at a deeper level using your strengths, focus, and preferences. -      Self-regulation is knowing how to manage your emotions to deal with and adapt to the environment that you are in. -      Self-awareness and self-regulation help us to modulate our emotions, adjust our pace, and ask questions that enable us to better serve our customers. -      Emotional Intelligence involves how you engage with clients, build empathy, read the emotional climate that you are in, and adapt. -      Sympathy is not empathy. When you are being sympathetic to others, you are expressing your own emotions and taking on a superior role. Empathy is taking on an equal role and understanding things from the customer’s perspective. Quotes: "Emotional Intelligence is how you combine your thoughts with your feelings to make good quality decisions and build authentic relationships."About: Robin Hills is the Director of Ei4Change and author of The Authority Guide to Emotional Resilience in Business and The Authority Guide to Behaviour in Business. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/18/202124 minutes, 51 seconds
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Applying the Velocity Mindset in Customer Service Featuring Ron Karr

Top Takeaways:  Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process. When we don't satisfy our customers sooner (or soon enough), they walk.  Everyone in customer service needs to ask the question: How can I help the customer in the shortest amount of time, so they can get the results that they want?  A customer service mindset plus a velocity mindset equals a great customer experience.  To succeed in customer service, you need to have a high score in empathy. Empathy helps you ask the right questions that get you the information you need to help your customers.  Cortisol is the fight or flight hormone. Every minute that customers wait for resolution, the higher their cortisol levels get. We must lower their cortisol levels by getting to the issue faster and turning their experience into a positive one right away.   Companies often concentrate too much on the message. They should be concentrating more on how it is communicated, so that the customer has the right experience. Customer service is not just about responding to a complaint. It is about taking care of people throughout their entire journey.   Quote: "Customer service is all about eliminating resistance so customers can make better decisions, buy-in to your solutions and move forward."   About:  Ron Karr is the CEO of Karr Associates, Inc. and the author of five books including the bestselling Complete Idiots Guide to Great Customer Service and his latest, The Velocity Mindset.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
5/11/202126 minutes, 55 seconds
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Customer Service in the Feedback Economy Featuring Colson Hillier

Top Takeaways: ·        Companies spend billions of dollars building their brands, retail stores, and products. But, when it comes down to the moment that's most impactful for a customer, it usually comes down to their interaction with a customer service agent. ·        The feedback economy shifts the service model on its head. There is less focus on broadcasting why your company is great. The focus is on listening to the customer, understanding their pain points, and creating more systemic changes to address them. ·        There are thousands of avenues for empowered consumers to make their voices heard. You need the right tools to harness all this feedback and take action. ·        Social channels don't discriminate. Companies have to learn to change their processes, technologies, and products to be responsive. The customers need to be the center of a company's strategy. ·        Technology is only a piece of what it takes to get the customer service equation right. You need the right judgment and empathy to take action and help your customers. ·        Customer service happens throughout the entire customer journey. The overall user experience is a function of an ecosystem of partners for delivery. Employees, and in some instances, companies need to collaborate to create a great customer experience ·        Policies should be rules or guidelines that empower employees to help the customer instead of hindering service. Quote: “The customer is the center of everything that you do.” About: Colson Hillier is the Chief Marketing Officer for Alorica. He oversees the planning, development, and execution of Alorica’s marketing and communications strategy, as well as initiatives tied to the company's brand principles, value proposition, and revenue growth.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/4/202125 minutes, 38 seconds
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Diversity and Inclusion within the CX Featuring Stacy Sherman

Top Takeaways: -      Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. Good practices around diversity and inclusion should happen every day. -      Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity. -      It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion. -      Businesses need to get feedback from a variety of customers. -      Allow a diverse group of employee’s voices to be heard. -      Keep diversity and inclusion in mind when dealing with employees as well as customers. -      As a leader when a difficult decision comes up, what’s most important is how you adapt and handle the situation. -      Be a strong leader and address issues of diversity within your team head-on. Quotes: “Even if you’re in the back office supporting fellow employees or you’re supporting the server who brings the dish out the guest, you matter, and you have a CX job.” -Stacy About: Stacy Sherman: Customer Experience (CX) pioneer, known for humanizing business, leading with a heart, and DoingCXRight® not just talking about it. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/27/202126 minutes, 20 seconds
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The New Way to Take Care of a Customer: Autonomous Customer Service Featuring Jeff Nicholson

Top Takeaways:. -      56% of consumers go to a company's website before they call customer service. In many cases, this can be a missed opportunity to contain and resolve a customer's concern. -      Almost half of the consumers believe that self-service is more convenient. 82% say that they are willing to use self-service but 46% don't expect it to work. -      Right now, most self-service channels are focused on information about the company and its products instead of the customer journey. -      Of the customers who tried self-service, 50% still end up with the live agent. Only 33% are satisfied with self-service. -      Autonomous customer service allows the complete ability to focus on the customer journey regardless of the channel. -      Autonomous customer service can be simple to implement. There are more sophisticated setups, but it can be as simple as setting business rules to monitor data, initiate outreaches based on changes in the data, and track performance. -      Autonomous customer service gives companies the opportunity to avert and resolve most customer inquiries without agent interaction. This gives companies a high cost-benefit while increasing the level of customer service. -      In 5 years, there will still be a need for human customer service agents, but the nature of their work would be more meaningful as mundane inquiries will be handled through autonomous capabilities. -      Organize around the customer journey and activate that across all channels. Quote: "It shouldn't matter how or where the customer seeks their service resolution. You should be able to rise to the challenge and meet them anywhere they want."  About: Jeff Nicholson is the Global Head of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/20/202125 minutes, 30 seconds
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Great CX Drives Trust & Engagement Featuring Ali Rayl

Top Takeaways: -      Slack is an online customer support tool that brings all the people who have the customer at the center of their work together. Slack provides a platform where users (both internal and external customers) can talk about customer challenges and solve customer problems together. -      As long as your team understands what’s important and they have access to all the information that they need to do their job successfully, you’ll start to see alignment in your company. -      Everybody in your company, regardless of their responsibilities, should be on the phone or listening to phone conversations with customers. -      Great customer experiences drive engagement, trust, and impact the growth and revenue of your business.  -      Don’t just resolve your customers’ issues. Strive to restore the customer’s confidence in your business to a level where they want to come back and ideally recommend you. Quote: “You do not get recommendations if your customers do not trust you. Make your business worthy of recommendations.” About: Ali Rayl is the Vice President of Customer Experience at Slack, responsible for making the working lives of Slack’s millions of users simpler and more productive. She joined Slack during its and has cultivated a culture of customer “love” for the past eight years.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/13/202124 minutes, 53 seconds
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An Amazing Customer Service Experience Guaranteed Featuring Jeff Toister

Top Takeaways:  Broken promises to your customers can be either implicit or explicit depending on the situation or marketing strategy.  There are lots of reasons why some promises are not kept. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful.  Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn.  Shep’s definition of amazement is simply being better than average all the time. Consistently amazing your customers is key in earning their trust and confidence in your business.  Advertising is making a promise to your customers. It sets the expectations for your customers.  A customer doesn’t buy a product or service. They buy a solution. For example, you’ll buy a soda because you’re thirsty. You buy a drill to make a hole.  Businesses can use the framework of a guarantee to provide a more consistent experience and there are three elements to an experience guarantee: 1) Promise to solve a customer’s problem. 2) Act to solve it. 3) Recover from any service failures.  Think about what the real question is, behind the question your customers actually give you. Be aware of the solution your customers are searching for.  Quote:  “Advertising helps set the customer’s expectation on the promises that brands are willing to deliver.”  About:  Jeff Toister is an author, consultant, and trainer who helps companies develop customer-focused cultures. He's written four books including The Guaranteed Customer Experience. Thousands of customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices
4/6/202128 minutes, 26 seconds
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The Most Powerful Marketing Tool is a Happy Customer Featuring Adele Gutman Milne

Top Takeaways: -      While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity. -      Many hoteliers (and businesses in general) spend a fortune on advertising and little to no investment of time or energy in inspiring empowering their team to top performance. -      Teach GMs and department heads to start inspiring and empowering. Our teams are full of talent that we can use if we invite them to collaborate. -      Many business owners like the thought of having consistent 5-Star reviews but don’t know where to begin. -      Every interaction you have with external customers as well as internal customers should end with everyone feeling better than when they came to you. -      When interviewing a potential employee, read your company’s mission statement aloud and watch the candidate’s reaction to test whether that candidate truly aligns with your company culture. -      Adele’s six-step process for achieving 5-star reviews: 1.   Write down your ultimate review, with details about what makes your experience so special. 2.   Share your business mission and vision with your team. 3.   Shoot for the stars. If you shoot for 80% guest (customer) satisfaction, you’ll never know the joy of 96%. 4.   Use each critical review as a trigger for continuous improvement. 5.   Hire happy people pleasers and give them the tools, training, support, and freedom from fear that they need to be successful in making guests happy. 6.   Talk about kindness and compassion every day. Quotes: “Remember to C.A.R.E.: Every customer that you talk to should feel Cared for, Appreciated, and Respected at Every encounter.” About: Adele Gutman Milne is a culture and guest experience expert and host of the Hospitality Reputation Marketing Podcast: Get Great Reviews. Adele also has been named one of the Top 25 Extraordinary Minds by HSMAI along with numerous other awards for her leadership in Hospitality Reputation Marketing.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices
3/30/202125 minutes, 39 seconds
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The Customer Love Formula Featuring Howard Tiersky

Top Takeaways: -      The reality of today’s digital world is that the transformation of technology is never done. Therefore, all companies need to continuously change and pivot to keep up with their customers’ expectations and the rest of the business world. -      A lot of companies may have an intuitive belief of where their customers are in terms of their needs, expectations, and pain points. Unfortunately, they don’t do the necessary research to keep their finger on the pulse of where their customer is right now. -      Customer behavior is vital in keeping your business profitable – and there are more customer behaviors besides buying and coming back to buy again. -      Many studies have revealed that while the emotional and rational side of a person plays into purchase decisions, the emotional side tends to be more powerful in purchasing behavior. -      Customer love is the feeling that you can count on a brand to give you what you need and more, along with a feeling of alignment or spiritual connection. The companies that inspire a lot of customer love have better business metrics overall. -      The formula for achieving customer love is spilt into three parts: meeting customer needs, periodically delighting your customers, and standing for something that resonates with your customers’ values. -      Brands with high customer love consistently have more growth, profit, and valuation. -      There is a proven transformation process companies can use to improve their fulfillment of the ‘love formula’: -      Step 1. Understand Your Customer -      Step 2. Map the Customer Journey -      Step 3. Build the Future -      Step 4. Optimize the Short Term -      Step 5. Lead the Change Quote: “In this time of rapid change, you really don’t have a choice if you want your business to remain relevant and successful. You must keep changing with the times.” About: Howard Tiersky is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. Howard is the founder of two companies that enable large brands to win in the digital world: FROM, The Digital Transformation Agency and Innovation Loft.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/23/202128 minutes, 17 seconds
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A Prescription for Excellent CX Featuring Neil Baum

Top Takeaways:-      Some businesses such as a healthcare practice or provider, do not have a product that the customer touches. Instead, it’s all about selling the entire service experience to their customer. -      Remember to manage the Moments of Truth: any time a customer comes into contact with any part of your business they have the opportunity to form an impression. -      Words are very powerful in shaping the perception of the customer experience. For example, the waiting room in a doctor’s office could be renamed as the reception area, implying a different experience from just waiting in a room. -      If your customers are experiencing long wait times or complex systems when trying to call your business, it may be time to hire more help or invest in technology to reduce those hold times or phone trees. -      Creating a positive customer experience increases the likelihood that your customers will tell others of their experience with you, ultimately making you feel more fulfilled with your work to create that experience. -      Dr. Baum’s 10 Personal Promises to His Patients: 1.   We will answer the phone in less than 3 rings. 2.   A human, not an answering machine, will speak with you and make your appointment or take your questions. 3.   We can usually make an appointment to see you on the same day that you call or the very next day. 4.   If you call for the doctor and the doctor is not available, we will call you back the same day and we will tell you what time that call is going to take place. 5.   We use an electronic medical record system to send your prescription to the pharmacy immediately so that the medication will be ready by the time you arrive to pick it up. 6.   We will send a letter to your primary care doctor or referring physician while you’re still in the exam room that lists your diagnosis, the medications you’ve been prescribed and the treatment plan we’ve outlined for you. 7.   We’ll provide you with educational materials on your condition, including articles written by Dr. Baum. 8.   You can communicate with me or one of my staff via email and I will answer you usually within the same day. 9.   We have a very energetic, enthusiastic and smiling staff who will help exceed your expectations regarding your visit to our office. 10. We will make your visit almost magical. Quote:“The customer experience begins with the patient, or customer, the moment you start any sort of interaction.” About:Neil H. Baum, MD, Professor of Clinical Urology at Tulane Medical School, has written over 300 peer-reviewed articles and 10 books on marketing, communications between doctors and patients, as well as publications on men and women’s healthcare issues. Dr. Baum is the also author of The Business Basics to Building and Managing a Healthcare Practice which was published in 2019.  Learn more about your ad choices. Visit megaphone.fm/adchoices
3/16/202129 minutes, 34 seconds
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How to Say Yes…Almost Always Featuring Christine Trippi

Top Takeaways:-      The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered. -      One of the most important things you can do every day is huddle with your team. Meet together and talk about your culture and company values daily. -      The number one reason people leave their jobs is because they are not feeling recognized or valued by their boss or management. -      Keeping a healthy, productive company culture is all about making sure your employees feel valued, informed of their responsibilities, participate in ongoing training, and set goals to help them grow. -      The anxiety from having to confront customers on a hard “no” can cause employees to enter their fight or flight mode. Either way, the interaction becomes negative and causes the customer to become even more unhappy with the situation. -      Find ways to say yes to your customers, even if the answer is no. -      Christine Trippi’s four-step process on how to always say yes includes: 1) Make friends first. 2) Explain what you can do. 3) Offer options. 4) Be creative. -      Energy times execution equals your sweet results. After feeling inspired you may have a lot of energy to get started, but it’s the ideas and the execution of those ideas that will make sweet success. Quote:“A lot of companies have a great onboarding process that covers their missions and values, but then it ends on day one. It’s how you pull through every day that’s going to create your company culture.”   About:Christine Trippi is an award-winning hotelier who has been in a romance with hospitality for over 30 years, serving as manager at resorts, and full and select-service hotels. She is the founder of The Wise Pineapple and uses her experience and passion for helping leaders and organizations have Sweet Operations, Sweet Cultures, and Sweet Results.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/9/202129 minutes, 44 seconds
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The Perks of Influencer Marketing Featuring Elma Beganovich

Top Takeaways:-      Influencer marketing is a way to add to your customer journey. It starts with social media. One of the first things customers look at when exploring a brand is their social media presence. -      Influencer marketing enhances customer experience through people, visuals and content that are relatable, unlike traditional ads made in a studio. -      A strong, influential social media presence can also help B2B companies negotiate collaborations and partnerships with other B2B companies. -      Current customers can be some of your best social media influencers. -      Social media profiles are the new ‘showrooms’ for manufacturers to present and promote their products or services. -      Negative reviews or comments on social media are a good way to showcase to the public (which includes current and potential customers) how your business handles customer complaints. -      Look at your competitors to see which social media channels they focus on and how they utilize those platforms within their business. That’s a good place to start. -      Your followers want to interact with influencers. That’s why social media platforms work so well. They have the capability to interact, unlike traditional media like TV, radio and print.  -      Social media is a great opportunity to engage with your customers and marketing efforts on a personal level. Quote:“Think about how you can customize the different social media channels to fit your business, regardless of your industry.” About:Elma Beganovich leads A&E’s efforts in building the company’s list of world-renowned partners and clients. Her area of expertise includes identifying roles that A&E can play for a variety of brands in different industries, as well as developing terms and scope of those partnerships. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/2/202126 minutes, 20 seconds
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Delivering an All-Inclusive Online CX Featuring Rafi Glantz

Top Takeaways:-      Web accessibility is required by the law for almost every business in the United States. -      According to the CDC, 26% of American adults are living with some form of a disability, and it’s up to American businesses to make sure that all their public spaces are accessible to everyone. -      Accessibility cannot truly be widespread until it is affordable, simple enough for the average business owner to install, and in a format that allows businesses to ‘set it and forget it’ with minimal to no upkeep. -      Right now, the WCAG (Web Content Accessibility Guidelines) created by the W3C, is the only internationally recognized set of guidelines for web accessibility. -      After surveying over 10 million web pages, 98% of those pages failed to be completely accessible. -      The ADA (Americans with Disabilities Act) states that public places of accommodation need to be accessible to everybody. In 2018, the Department of Justice said business websites are also considered places of public accommodation. -      Customers who have disabilities sometimes already have assistive technology that can detect web accessibility when navigating different websites. -      Being an accessible company increases brand reputation and helps ensure every customer has a positive experience with you. Quote:“Many businesses have no idea that they are required by law to be web-accessible, mostly because no one has ever brought their website’s inaccessibility into question.” About:Rafi Glantz is a sales and marketing executive, small-time musician, and big-time dog lover who currently leads accessiBe’s Strategic Partnerships efforts and collaborates with both partners and people with disabilities worldwide to increase awareness of web accessibility.  Learn more about your ad choices. Visit megaphone.fm/adchoices
2/23/202126 minutes, 27 seconds
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Creating Customer Loyalty In a Digital World Featuring Christy Augustine

Top Takeaways:-      Personalization has been and continues to be the big buzzword in the world of customer experience. -      In just a matter of a few months, COVID-19 forced businesses 2-3 years into the future of digital commerce and digital customer experiences. -      COVID-19 has also affected the way customers shop, especially with grocery stores, which saw a 300% increase in online purchasing over the last year. -      Amazon has set the bar for the eCommerce experience. Customers are learning to expect Amazon levels of service and CX from everyone else. -      The pandemic has introduced us to an era where customers are buying almost everything they need online. -      Success today involves customer acquisition, customer loyalty and continuing the same customer experience so that customers can predict what to expect. -      Information and transparency from your business are the keys to creating confidence and building loyalty with your customers. -      Companies need to tie technology, algorithms and AI into the experience customers have with human employees instead of sacrificing one for the other. Quote: “Realize that the customer’s experience with you isn’t just when the customer is on-sight, but all the way through the customer’s journey, from the beginning until they come back the next time.” About:Christy Augustine, Chief Operating Officer at Bloomreach, leads Bloomreach’s efforts to arm customers with the tools and knowledge they need to successfully compete in demanding markets. She is a leading thinker in e-commerce, having been a manager at Bain & Co., focused on technology, retail and strategy. Learn more about your ad choices. Visit megaphone.fm/adchoices
2/16/202125 minutes, 42 seconds
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Welcome to the MEconomy Featuring Gabe Larsen

Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort. That’s convenience! A perfect omnichannel experience allows a customer to start a support conversation through one channel and finish the same conversation in another without having to repeat information. Kustomer has found that 77% of customers expect their problem to be resolved immediately, placing an emphasis on ‘real-time’ customer service strategies. Personalization has only grown more important throughout the COVID-19 pandemic. Customers are used to it, and it’s not going away. Chatbots have an important role to play. The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system. It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service. Incorporating self-service, real-time responses, personalization, and communication channel-of-choice can ultimately lead to a convenient experience for customers. Quote:“The five pillars that define a me-conomy include self-service, real-time, personalization, channel-of-choice, and low effort.” About:Gabe Larsen currently leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital. Prior to joining Kustomer, Gabe was the VP of Marketing for XANT where he helped create the sales acceleration category and grow the company to nearly one-hundred million in revenue. Learn more about your ad choices. Visit megaphone.fm/adchoices
2/9/202126 minutes, 57 seconds
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The Evolution of CX Featuring Scott Harris

Top Takeaways: -      Scott Harris defines creating ‘wow’ as helping your customers always get more out of CX and going over and above in delivering for your customers. -      If you wait until the end of an interaction to survey your customers, you are essentially surveying the memory of an experience. -      CX for years has been about collecting and analyzing data to make great business decisions. Now that same data can be used as a behavioral driver powering better customer experiences in the immediate moment. -      Legacy CX is telling your customers that their feedback matters because you will be using their feedback to shape the experience for future customers. -      CX feedback in real-time empowers the brand to fix the experience immediately for customers that report problems, which in turn creates confidence and trust in your brand and the experience. -      We’re now seeing a paradigm shift in CX that empowers not only the customer but also the employees to shape the experience. -      Customers who leave positive reviews in a survey allow for opportunities to automatically send follow-up messages and offers for these happy customers to join your rewards program, for example. -      Even small businesses can take the concept of sending immediate surveys to help create a better experience for their customers. Not every company needs data-driven software to fix customer issues and improve CX overall. -      In the enterprise world, there is ROI everywhere and with billions of dollars lost from poor customer service every year, companies cannot afford to use the old paradigm of CX anymore. -      Companies are evolving to systems, processes and connectivity that allows them to interact with their customers and improve CX in real-time.   Quote: “Legacy CX is asking your customers for their feedback so that you can try to do better for customers in the future. What if that feedback could make you better right now?” About: Scott Harris is the CEO and founder of Experience.com, a game-changing Experience Management Platform (XMP). Harris is also the author of CX 2.0: Create WOW Customer Experiences, which outlines the future of real-time experience management, released in 2020.  Learn more about your ad choices. Visit megaphone.fm/adchoices
2/2/202127 minutes, 23 seconds
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The Reality of Offensive Customer Behavior Featuring Eric Williamson

Top Takeaways: -      Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real-time. -      Abusive behaviors from customers do exist and companies need to be more aware of these harmful interactions. -      Of the 82 million customer interactions CallMiner examined, just under 50% of those interactions had some form or mention of profanity. Of those that had some form of profanity, almost 87% had profanity throughout the entire duration of the call. -      Customer experience tends to lead people to be concerned only with the customer and less about the contact center agents providing that experience. -      Agents are often expected to jump from one call, where a customer uses profanity and exhibits heightened aggression, to another, where the agents are expected to have an upbeat and positive attitude. -      Research has found that agents typically require about 30-40 minutes to mentally recover from offensive calls with angry customers. -      When customer service agents experience racist and sexist remarks, it can have an impact on those individuals as well as, at an aggregate scale, impact on the company. -      Organizations can leverage offensive instances to learn, operationalize a response, change business processes for the better, and create fairer experiences for everyone. -      Providing support and loyalty to your employees is just as important as providing support and loyalty to your customers. Quote: “When we think about customer experience, we’re always thinking about the customer and not about the agent’s experience working in the contact center.” About: Eric Williamson is CallMiner’s Chief Marketing Officer, with more than 20 years of experience in both the technology and consumer product marketing. Eric oversees all global marketing functions from brand and events, to demand generation as CMO of CallMiner. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/26/202127 minutes, 41 seconds
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5-Star CX of the Future Featuring Mahesh Ram

Top Takeaways:-      Companies and brands are connecting in new and different ways. -      The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand. -      Next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers across every channel empowering the consumer 24/7/365 at a global scale. -      It’s a myth that automation (via chatbots and workflows) and great customer experience (highly personalized, intelligent, on-brand, human agents) are mutually exclusive. They used to be, but that’s not the case anymore. -      Technology is now at the point where you can deliver what customers want, immediately when they want it. -      There are 3 key elements of a ‘concierge-like experience’: Personalization, Human + AI, Omnichannel. -      Brands can build a truly concierge-like personalized conversational experience very fast with platforms like Solvvy. -      Traditional chatbots, the ones you’d see a few years ago, didn’t deliver the type of CX top brands have been needing to incorporate. -      The future of CX involves the potential for combined human and AI experiences in customer support. Together is better. Quote:“The future of CX involves a digitally guided journey to the best possible solution.” About:Mahesh Ram is the founding CEO of Solvvy, the next-gen chatbot and intelligence CS automation platform. He’s been CEO, founder or early employee of three cloud-based software companies. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/19/202130 minutes, 29 seconds
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The New, Better Customer Experience Featuring Dennis Wakabayashi

Top Takeaways:-      There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a customer-centric culture. The other half is the people in the trenches, who connect those leaders and companies with solutions. -      Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer. -      If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).   -      The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility. -      Touchless and contactless payments have existed since 1997, but have been accelerated and more widely adopted over the past year. -      The employee experience has a huge impact on the customer experience. If employees are happy and well-supported, they are able to better support customers and deliver a better experience. -      Employee needs will continue to change moving forward. Make the voice of the employee a central part of the decision-making process. -      Become a partner to your customers and clients, rather than another vendor. If you’re not a partner, you’re in a potential churn zone where someone else could come along and build a better relationship with your customers. -      The inspiration and innovation that comes from teamwork is what drives a customer-centric culture. And that is available to executives free of charge! Quote:“What is at the center of the productivity conversation is this notion of employee experience. Employee experiences are central to customer experiences.” About:Dennis Wakabayashi is the VP of CX Solutions Delivery for RR Donnelley, a global business communications firm. He is among the top 50 CX influencers globally and provides relevant customer experience content on many social channels. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/12/202129 minutes, 57 seconds
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The Power of the Handwritten Note Featuring David Wachs

Top Takeaways:-      If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it. Ask yourself, “Is this a gift or a promotional item?” -      In today’s world, there is so much mass digital communication—emails, texts and more. That makes a handwritten note stand out even more. -      When someone receives a handwritten note, they are more likely to keep it—and even display it. That’s the emotional impact it has. -      Define a clear schedule for when you want to connect with your customers. This will give you a series of touchpoints with them throughout the year. -      Staying top-of-mind for your customers helps you make your follow-up sale and can make customers come back to do business with you again and again. -      There is a lot of ROI to be had from sending handwritten notes, but that can’t be your sole agenda when sending them. It will make the notes come across as insincere, which will drive customers away. -      Handwritten notes are great for showing gratitude to your customers. They can also be used to ask your customers to write you a review, to remind them to schedule annual appointments or to apologize for mistakes. -      If you do make a mistake with your customer, fix it and send a handwritten note as follow-up. Fixing the problem the right way can increase customer loyalty and the lifetime value of the customer, more than if the mistake had never even happened! -      Personalization is crucial for companies of every size. Even massive companies should feel as though they are small and personal to the customer. -      Gratitude matters. Show your customers that you appreciate them! It goes a long way. Quote:“People keep actual handwritten notes. When someone receives a handwritten note from somebody, not only would they read it, they might even put it on display.” About:David Wachs is the Founder and CEO of Handwrytten, a platform for writing and sending handwritten notes at scale. He is a serial entrepreneur and frequent speaker on marketing technology. Previously, David was the Founder and President of Cellit. Learn more about your ad choices. Visit megaphone.fm/adchoices
1/5/202130 minutes
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Emotional Engagement and Customer Centricity Featuring Vibhas Ratanjee

Top Takeaways:-      Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction—it’s about an emotional connection with your customers. -      There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. -      In order for leaders to be truly customer-centric, they must be immersed in the customer experience. That means spending time on the frontlines of customer service. -      Give your customers a voice in your company. Actively involve them in problem-solving and give them a seat at the table. -      Leaders must model the company culture they wish to see. -      Customer centricity must be part of an organization’s values. These values must be visible to all employees and felt by customers. Define the behaviors you wish to see and empower those frontline employees to deliver on those values. -      Even internal employees who may never directly interact with customers still have an impact on the customer experience. Every employee must recognize their place in the customer journey. -      Emotional engagement is driven by three metrics: pride, passion and confidence. -      Engaged employees lead to engaged customers. Fully engaged employees and customers translate into greater profit and success for your company. -      Service values are similar to core values. They define standards of service on how to delight customers and should ignite and inspire employees, not stifle their initiative. -      Recognize the difference between skill, talent and knowledge. Skill can be transferred, knowledge can be learned, but talent is innate. Part of hiring right is finding that talent. -      Much of driving customer-centricity boils down to measurement. Measurement alone isn’t enough, though—you must use what you learn to improve the process and drive a better customer experience. Quote:“A customer-centric culture is one where everyone is engaged in creating engagement for our customer. That engagement is emotional engagement, not just satisfaction or loyalty.” About:Vibhas Ratanjee is a Senior Practice Expert with Gallup who specializes in organizational development, culture change and executive-level engagement strategies. Vibhas is an executive coach and a leadership consultant to senior executives and CEOs, as well as a well-known speaker and author. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/29/202027 minutes, 24 seconds
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Stronger Through Adversity Featuring Joseph Michelli

Top Takeaways: -      You may not always be able to keep doing things the same way you have always done them, especially under time constraints. The ability to adapt is crucial. -      Difficult, frightening and challenging times can become opportunities to really shine as a brand and as a company. -      Show appreciation to your customers! Call them to thank them for their recent purchase without any sales agenda. This gesture goes a long way. -      Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience. -      A “luxury” experience does not mean a slow experience. Focus on creating an elevated sensory experience by meeting your customer where they are. -      Not every moment within the customer experience is equal. Focus on managing the beginning, end, high points and pain points. -      Brand promises of customer centricity were put to the test once the pandemic hit. Leaders and companies will be remembered for how they behaved during a crisis. -      You don’t need to be perfect. Be honest and own your mistakes, and keep working to improve the world around you. -      One of the most powerful things a leader can do is listen. That’s much of what customer service is all about. -      The word for 2020 is empathy—followed by “you’re on mute!” Don’t lose hope, find the humor, and keep moving forward. Quote: “Leaders throughout the pandemic said they were moving between front, middle and back more than they’ve ever had to before. You have to have a fluidity of leadership style to a greater degree than prior to the pandemic.” About: Joseph Michelli, Ph.D., is a certified customer experience professional, international keynote speaker and the bestselling author of nine business books. He helps leadership teams improve the experiences they provide for team members and customers. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/22/202025 minutes, 47 seconds
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Know Your Customers Featuring Gabriele Masili

Top Takeaways:-      Customer success and customer support are related, but different. Customer success is about proactively helping customers to get the most value out of a product or service, while customer support is about reactively solving customer issues. -      Almost every company today is seeking ways to build and deliver connected customer experiences using technology. Having an online business presence is not an option—it’s a necessity. -      Artificial Intelligence (AI) will not replace human agents. Instead, it augments the capabilities and ingenuity of human experts. The result is a more efficient—and delightful—customer experience. -      AI comes in many forms (chatbots, voice systems on phones, etc.) and cab be a quick, easy and convenient way for customers to get a solution to a simple problem. -      AI needs to be able to recognize when it should transfer the customer to a live agent. This can happen when the customer asks to be transferred, when the AI recognizes it doesn’t have the right knowledge to help, or when it detects customer frustration. -      When transferring to an agent, AI should deliver as much information as possible to that agent. This includes the issue the customer is calling about, who they are and their history with the company. -      Executives should regularly take customer support cases and calls so they know exactly what it’s like on the frontlines of their organization’s customer experience. -      Don’t sacrifice the emotional, human connection you have with your customers in favor of the latest tech. -      The future of customer service and experience is more of the ‘know me’ desire. Customers want an experience that is personalized to them as individuals. Quote:“Customer success is proactively helping achieve what they need. Customer support is reactively helping customers whenever something is not working.” About:Gabriele Masili is the Global VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He leads the Digital Customer Experience Council across Microsoft and is responsible for enhancing customer and employee connected experiences. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/15/202027 minutes, 25 seconds
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Create Value for Your Customers Featuring Teresa Anania

Top Takeaways:-      Customer service is what ties all other aspects of a business together. It is the marriage of sales, marketing, product management and more. -      Customer success and customer service are not the same, but they are closely related. Success is about proactive outreach, whereas service is reactive. But they are both part of creating a great customer experience. -      Never leave the customer entirely alone or cease communication with them, even after the initial onboarding process. Maintain communication to ensure they get the most value out of your products and services. -      Don’t wait until it’s time for the customer to renew their subscription or contract with you to reach out to them. -      Renewal isn’t the goal; the goal is helping the customer get the most value. If you do that, the renewal follows naturally. -      Collect and use data to personalize and contextualize your interactions with your customers. -      COVID-19 has changed customer service. It’s still about helping customers through their entire journey, but individual needs may have changed. Meet customers wherever they’re at and help them recover and plan for the future. -      Care for your employees just as well as you care for your customers. The employee experience directly affects the customer experience. -      Give customers a voice in your company. This is possible for companies of every size and greatly improves the customer experience. Quote:“Our goal shouldn’t be about the customer is buying from us. Our goal should be about them getting value.” About:Teresa Anania is VP of Global Customer Success and Renewals at Zendesk. She helps customers realize maximum value across the customer lifecycle, resulting in renewal and customer satisfaction.  Learn more about your ad choices. Visit megaphone.fm/adchoices
12/8/202026 minutes, 14 seconds
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How Chatbots Can Deliver Better Customer Service Featuring Philippe Mesritz

Top Takeaways:-      Now more than ever, it’s incredibly important to pay attention to your digital customer experience. Most organizations have made the move to virtual, and all should understand how their customers are connecting with them. -      The COVID-19 pandemic has accelerated what was already starting to happen in terms of technology. We have been thrust 3-5 years into the future. -      Technology allows brands to reach customers where they are rather than forcing customers to come to brands. It also helps brands communicate more effectively with their customers for a faster, better experience overall. -      Both customers and chatbots must be able to decide when to switch from AI to a human being. And, it should be an easy and seamless transfer. Otherwise, customers may end up frustrated with the experience. -      People use AI all the time without realizing it. It’s important to remember that even big, well-known bots (such as Amazon Alexa and Google Home) that are powered by massive AI can still make mistakes. -      Bots can be just as—if not more—effective in supporting agents behind the scenes as assisting customers on the front line. -      Train your agents how to interact with and interpret your chatbot. Working together, agents and chatbots can provide a much better experience to the customer. -      Your chatbot should work side-by-side with your CRM to help agents better understand your customers. A single pane of glass, with all the customer’s information, is ideal! -      Chatbots will not replace agents. Instead, the roles of those agents will change and evolve alongside chatbots. -      Both humans and chatbots have their strengths. Chatbots are good at automation, speed and efficiency, whereas humans excel at critical thinking and relationship development. You can’t automate a relationship! Quote:“Think about your customers’ digital experience as the first solution, the first frontier and the thing your company wants to solve for.” About:Philippe Mesritz is the first VP, Customers for Life at Khoros, a tech company that helps companies better connect with their customers online. He has over 20 years of customer-facing experience and previously ran the support services organization. Learn more about your ad choices. Visit megaphone.fm/adchoices
12/1/202026 minutes, 32 seconds
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Become Your Customer’s Trusted Advisor Featuring Todd Hartley

Top Takeaways:-      The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor. -      Customer service training is your most valuable asset. It is always worth investing in. -      More often than not, customers leave companies due to a lack of transparency or authenticity. -      An amazing customer experience can translate directly into word-of-mouth marketing. -      The customer experience doesn’t start after a customer makes a purchase or even on the first sales call. It begins at the first interaction the customer has with your company, which could be as simple as them browsing your website. -      The sales experience is part of the larger customer experience. It’s what makes the customer say “yes” the first time, and hopefully keep saying “yes” over and over again. -      Sales and service go hand-in-hand. If you’re in the sales process, your goal should be to demonstrate an above-and-beyond level of helpfulness and willingness to help your customers achieve their goals. -      Video is a very powerful and effective tool and can be used for a variety of purposes. For example, send a video proposal instead of a PDF, or send a video recap to a decisionmaker after an important call. Video can also be used to cross-sell or upsell in the right scenarios. -      Take the opportunity to learn what your client’s criteria for success are and position yourself in their future. Just ask: A year from now, what would have to happen for you to feel working with us was a success? -      Ritualizing video into your CX can answer questions, share new information and position you to become your customer’s trusted advisor. Quotes:“If you become a trusted advisor, you become a magnet for new opportunities, because the customer knows that you will take care of them at a very impressive level.” About:Todd Hartley is the Founder and CEO of WireBuzz and a rock star of remote selling, video marketing and sales optimization. He creates effortless, on-demand buying experiences that improve clarity and eliminate confusion. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/24/202029 minutes, 58 seconds
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Customer Service is Engagement Featuring Jeffrey Hayzlett

Top Takeaways:  No matter what you’re selling, there will always be certain conditions of satisfaction. These will vary from situation to situation, but the basic underlying principle will always be the same: Does it meet the customers’ expectations?  Get in the habit of having frank, transparent conversations with your customers. Communication is key!  Customer service is all about engagement. That’s what people crave more than ever.  Packaging is important and includes more than just what’s on the outside of a product. It could include word choice and tone or mode of delivery. Make sure the packaging is an accurate and positive representation of your brand identity.  While packaging is important, it isn’t everything. The product still needs to do what it’s supposed to do and meet customer expectations.  Customer service has always been about relationships and engagement. The number of followers you have on social media, for instance, doesn’t matter if those followers don’t have a relationship with you and aren’t truly engaged.  Look for the people who are so fully engaged with you that they’ve become your biggest fans. Those people will organically drive more connections for you by telling their friends and family about you and the experience you provide.  Your best innovations and insights can come directly from your engaged customers.   Customer complaints can provide valuable information on how you can improve your products and services.  Leaders and managers need to get on the front line and have discussions with customers to gain an accurate view of what’s happening within their company.  Define and identify your “dream customer.” Recognize you can’t please everybody, but this will help you focus your company vision.  Quote:  “Every executive should be the most strategic person in the room. You can’t necessarily be the smartest person in the room, but you can become the most strategic through education, motivation, inspiration and the chance for a little monetization.”  About:  Jeffrey Hayzlett is a global business celebrity, speaker, bestselling author, primetime TV host and podcast host. He is the Chairman of C-Suite Network, home of the world’s most trusted network of C-Suite leaders.  Learn more about your ad choices. Visit megaphone.fm/adchoices
11/17/202027 minutes, 7 seconds
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Optimize Your Feedback Loop Featuring Josh Liebman

Top Takeaways:-      First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally. -      Customer ratings and reviews can be a powerful employee motivator. If they know their performance will be graded, they may strive harder to achieve good results. -      It’s important to ask for feedback or reviews while the experience is fresh. Optimize your request so that it occurs either during or after the customer’s experience with your brand. -      42% of companies don’t actively collect feedback from their customers. This represents a huge opportunity across the board to implement a survey program to help improve a brand’s experience. -      Set up an automated system that collects on an ongoing basis. It is easy to do this using the tools and technology available today. -      Making surveys quick and easy will increase the number of customers who complete them. Be upfront and honest about how quick and easy you’ve made the process. -      Quantitative surveys should be no longer than 10-12 questions long—ideally shorter. Sometimes it’s good to offer a qualitative (free response) question to allow you customer to tell you how they truly feel in their own words. -      After you get the feedback, you must respond to it. Ideally, you should respond to every single review (positive and negative), but if you have limited resources, prioritize responding to the negative reviews. These are opportunities! -      Remember, when you respond to a negative review, you’re not only talking to the customer who wrote it, but all potential customers who may read the review. One bad review could turn away up to 30 potential customers if not handled correctly. -      After responding to feedback, you must react to it inside your organization. This could mean fixing a broken process or improving an aspect of your service. -      Dig deeper than the surface of what a bad review is telling you. For instance, if someone complains about the price, the right thing to do isn’t necessarily to drop the price. Instead, ask if you’re providing the value customers expect. Quote:“Strike while the iron is hot. Ask for feedback or a review while the experience is still very fresh in your customer’s memory. Take a proactive approach and incorporate asking for feedback into the hospitality component of your business.” About:Joshua Liebman is the founder of BackLooper, a consumer insights tool that helps businesses optimize their feedback loop and foster customer loyalty. His passion for customer experience comes from his background in hospitality and tourism. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/10/202028 minutes, 6 seconds
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Eradicating Mediocrity in Customer Service Featuring Daniel Rodriguez

Top Takeaways:-      Don’t fall into the trap of thinking your service is “good enough.” “Good enough” service is never good enough. -      Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers. -      Companies must utilize AI and technology alongside a human element in the customer experience. Technology alone won’t work. -      Think of your customers in terms of the classic iceberg metaphor. There is so much more going on underneath the surface than what is clearly visible. Work to understand those behaviors and motivators you don’t immediately see. -      NPS and CSAT scores are not enough to get the big picture of your customer base. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction. -      Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people. This will affect your brand reputation and could result in missed opportunities and lost revenue. -      We are in the age of the “now” customer. Customers are no longer willing to wait for answers or products, but companies still believe they are. -      It’s crucial to mystery shop your own business so you can get real data to help you understand what is truly happening with your customer base and how your company can improve areas of weakness. -      Deflection is not a customer-centric concept. You can offer your customers alternatives, but always give them the option to come back. -      For more, read Simplr’s report, “The State of CX in 2020” and attend (or rewatch) Simplr’s webinar, “How to WOW the NOW Customer” featuring Shep and Daniel! Quote:“‘Good enough’ is not good enough. A ‘good enough’ mentality causes you to rest on a laurel that is a false presumption of loyalty by your customers and future customers.” About:Daniel Rodriguez is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. Before Simplr, he served as VP of Marketing for Seismic and co-founded multiple other companies. Learn more about your ad choices. Visit megaphone.fm/adchoices
11/3/202031 minutes, 35 seconds
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Automate the Process, Never the Relationship Featuring Matthew Barnett

Top Takeaways:-      Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your culture. -      The first thing you do should be to define your company’s culture and values. Do this early on with intention instead of waiting for it to happen accidentally in the future. Be specific about what your values are. -      Assemble a team of your colleagues and employees and work together to define and refine your company’s culture. The people you hire affect the culture you build—for better and worse. -      Any time you communicate with your customers, make sure you do so in alignment with your values. -      Find the customers that align with your culture and values. Don’t be afraid to “fire” customers if they aren’t a good fit. -      Creating an amazing customer service experience really comes down to the idea of delight. Any company can delight their customers. -      Build a process where you work delight into various points along the customer journey. The first step is to map out your customer journey and then recognize those opportunities. -      It can be difficult to work in delight into an online business—but the opportunity is HUGE. Again, it’s all about mapping the journey (which can be easier online) and putting a process in place. -      Creating processes for amazement will eventually become part of your company’s culture. Employees will love it and customers will become “superfans.” This helps you build a great reputation. -      Automate the processes you build, but never your relationships. Never sacrifice the human element. Quote:“It all comes down to the idea of delight. It’s an underutilized word. Have a process for working surprise and delight into every single customer journey.” About:Matthew Barnett is the CEO and “Papa Bear” of Bonjoro. Originally trained as a designer and artist, Matthew is committed to building both great products and great culture. His goal is to be the next Zappos—the most loved brand in the world. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/27/202027 minutes, 5 seconds
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Focus on the Customer, Not the Sale Featuring Lou Gallagher

Top Takeaways:-      Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale. -      When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology. -      Lose the mindset of customer service happening only in call centers and contact centers. Go broader, and think instead about consumer engagement and consumer interaction. -      Technology has progressed rapidly, opening up new channels of communication. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience. -      Ideally, create an omnichannel communication experience. This allows you to communicate with customers across all channels using a single interface on the back end. This creates consistency, helps the agent provide better service and gives the customer a better experience. -      Customers and companies alike should ask more open-ended questions when communicating with each other to facilitate productive conversation. Customers should ask what that company is doing to understand their needs and entire journey. -      Companies must ask themselves what their consumer engagement strategy is, whether or not it is holistic (stretching company-wide) and if it is truly customer-centric (instead of product- or sale-oriented). -      As technology changes so quickly, be mindful of how you do and don’t adopt it. Don’t get too enamored with new tech and lose sight of the humans behind it—both your customers and employees. -      Everyone in an organization has a positive or negative impact on the customer service and experience, not just the customer service department. It’s part of the company’s culture. Quote:“Everybody, in every organization, has positive and/or negative impact on consumer (customer) interaction. Consumer interaction is part of the culture.” About:Lou Gallagher is a Consumer Engagement Specialist at Mitel. With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/20/202026 minutes, 35 seconds
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Understanding Gen Z as Customers and Employees Featuring Jason Dorsey

Top Takeaways:-      To understand Generation Z as consumers is to understand the future of your (and every) business. They are the fastest growing generation in the workforce, the number one generation of consumer trendsetters (they even influence Baby Boomers!) and the most likely to write positive things online and recommend brands to others. -      The oldest members of Gen Z are 25 and most of them do not remember 9/11. -      While it’s important not to box people in by generation, knowing a customer’s generation can give you clues that help you better understand them. This, in turn, can help you faster connect, build trust and drive influence with those customers. -      When making a purchase decision, Gen Z customers look for a few key things: low price, ease of purchase, ratings and reviews, ease of returns and if someone they know previously made that purchase. -      Gen Z wants an experience before they buy something. When they do buy something, price (not the lowest price) is important to them and they always expect a good deal. They will pay more for an all-inclusive experience if they feel it is a better deal than the cheapest option. -      Ease of purchase is all about asking yourself how simple you can make something so it just works. Often, this involves utilizing new tech—but be careful not to sacrifice the human connection! -      Offering easy returns reduces the risk for online and first-time purchases, which consumers perceive to be very high-risk. Reducing risk helps overcome objection in the sales process. -      Ratings and reviews are incredibly important to all consumers, not just Gen Z. Even more important is knowing someone personally who bought that product or service before. Family and friends’ opinions are the most trusted, even if their tastes do not match the purchaser’s. -      To understand your consumer base better, create a generational snapshot and put it into a pie chart. Create practical urgency to bring in that next generation to ensure your business lasts. Quote:“Generations are not boxes. Generations are powerful and predictive clues. If you know those clues, you can faster connect with, build trust and drive influence, which is ultimately what customers want.” About:Jason Dorsey is the President and Co-Founder of The Center for Generational Kinetics as well as a leading generational researcher, speaker and author. His latest book is Zconomy: How Gen Z Will Change the Future of Business—and What to Do About It. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/13/202027 minutes, 16 seconds
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A Customer Experience They Can’t Refuse Featuring Steven Van Belleghem

Top Takeaways:-      The year 2020 has thrown us into the future technologically. This creates many new opportunities for companies to make their customers happy and make their lives easier. -      Customers increasingly expect companies to take a stance on social issues. Remaining silent is no longer an option. Companies must have a point of view, share it with the world, take action and be transparent about the journey. -      Companies don’t need to change the whole world to make a positive impact; they just need to change their world. Find your company’s strengths and leverage them to tackle concrete challenges in society that matter to you. -      As a bare minimum, you must offer a good product for a good price and with good customer service. In the past, this was all it took to make customers happy. Today, they expect more. -      To be truly successful, companies must know how to create convenience for their customers, especially digital convenience. -      A good, working digital interface is a necessity. It must help customers save either time, money or energy (or, ideally, all three)—the resources that no one ever has enough of. -      Look beyond your product and think about the human being that is your customer. Become a partner in their life by asking how you, as an organization, can add value to their life. This is the future of customer experience. -      Identify the tradeoff your customers must make when they buy from you or any company in your industry. What can you do to reduce or even eliminate it? Develop a process and make it part of your mission statement and brand identity. Quote:“Companies don’t have to change the world. They just have to change their world. Look at the strengths of your organization and see how you can leverage them to solve the concrete challenges in society. This is your responsibility as a business owner.” About:Steven Van Belleghem is a co-founder and board member of nexxworks. He is an entrepreneur, an international keynote speaker and the bestselling author of four books. His latest book, The Offer You Can’t Refuse, comes out on October 28, 2020. Learn more about your ad choices. Visit megaphone.fm/adchoices
10/6/202029 minutes, 2 seconds
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Mystery Shop Your Customer Experience Featuring Claire Boscq-Scott

Top Takeaways: -      It’s important for any and every business to measure the level of service they provide. After all, you can’t change what you don’t measure. Mystery shopping is one method of measuring the customer experience a business provides. -      When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. -      Follow the customer journey as closely as possible to get the best read on what the customer experience is like. -      Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization. -      Measuring your customer service and experience gives you an objective perspective of what works and what doesn’t work. -      Once you get your results, you must use them. Develop new strategies and implement training where it’s needed. Continue to measure. Identify gaps and celebrate success. Over time, this will vastly improve your CX. -      Design and roll out an internal program before an external one. In other words, focus on your employees and their experience first. Get everyone in alignment with your mission and how they play a part in the customer journey. -      Remember that the beliefs and behaviors of leaders and managers will be passed on to employees. Leadership must model the actions and attitudes they want to see in their employees. It starts at the top. -      Now, more than ever, companies must take care of their customers, across every touchpoint and channel. Start by putting people (employees and customers) at the center of your business and show that your truly care. Quote: “Being able to measure customer service gives you feedback on where to develop new strategies and implement training. Then, measure again to identify gaps and celebrate success.” About: Claire Boscq-Scott is keynote speaker, consultant and trainer specializing in retail and hospitality with over three decades of mystery shopping and customer service experience. She is the author of three books, the latest of which is The Secret Diary of a Mystery Shopper. Learn more about your ad choices. Visit megaphone.fm/adchoices
9/29/202027 minutes
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The Right Way to Measure Amazing Customer Service Featuring Jerry Campbell

Top Takeaways:-      An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels. -      The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available. -      The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee. -      Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line. -      More than anything, support center agents must be empathetic to the needs of the customer. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric. -      Diversity, equality and inclusion (DEI) play a huge role both in support centers and in the overall customer experience. Not being able to connect with customers is a pain point. Call centers must be as diverse and inclusive as the customer base they serve. -      Companies should create more self-service options for their customers, especially for common problems. Simply put, customers want this! -      AI will never fully replace the human support agent. A bot will only get you so far before a human has to interject. A better solution is to integrate tech with your human employees to provide a better customer experience. Quote:“How do you make something simple? You start with your process. If you don’t have your processes in place, it doesn’t matter how much technology you get. Tech without process just creates an automated mess.” About:Jerry Campbell is the Head of Customer Experience (CX) and Social Engagement at 7-Eleven, where he leads a team that delivers “world class” customer service and experience through an omni-channel approach. Learn more about your ad choices. Visit megaphone.fm/adchoices
9/22/202027 minutes, 29 seconds
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Understanding Customers’ Values in a Digital Age Featuring Geoff Webb

Top Takeaways:-      There must be a balance between artificial intelligence (AI) and human connection. As with any new technology, there always needs to be a human fallback. -      The COVID-19 pandemic resulted in a massive shift in both business and consumer buying preferences and habits. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. -      Think of AI instead as IA, or intelligent assistant. Have it support an employee (versus a customer) so they have faster access to the right information. This helps them work more efficiently to support the customer, which results in a better customer experience. -      The role of the salesperson is shifting to that of an expert. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. -      When a consumer knows they can rely on a sales rep or vendor for the fastest, most accurate information, it can drive customer loyalty. Customers will continue to come back because they know they can rely on that company to give them what they need. -      In B2B buying, the stakes are incredibly high. Any friction or errors within this sales process could have long-lasting repercussions, costing you not only millions of dollars but even the customer. -      Omnichannel solutions can help eliminate friction for both customers and employees. The channels must be easy to use and seamless to switch between. -      Companies need to talk to their customers on a much deeper level to understand their new wants, needs and values in reaction to a rapidly changing world. They must also find new ways to create that personalized experience. Quote:“Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.” About:Geoff Webb is the Vice President of Products at PROS, where he works with technology, marketing and go-to-market teams. He has over 25 years of experience in the technology industry in addition to sales and marketing management. Learn more about your ad choices. Visit megaphone.fm/adchoices
9/15/202029 minutes, 28 seconds
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Getting Inside Your Customer’s Imagination Featuring Chip Bell

Top Takeaways:-      Good customer service and experience principles can be applied in any relationship—professional or personal. -      Successful companies known for their innovation all share common cultural values of curiosity, grounding, discovery, trust and passion. Add these five elements into your relationship with your customers. -      Secret #1: Curiosity helps you learn about and understand your customers better. This makes customers feel not just heard, but valued, and makes them more likely to collaborate with you to find new solutions. -      Secret #2: Grounding is about focus. Focus on not just your customers’ needs and expectations, but also their hopes and aspirations. This will turn your business relationship into a partnership. -      Before you can focus on the customer, you must first understand who you are, what your company is about and what your collective values are. This will help you understand your role in the customer’s journey. -      Secret #3: Discovery is about risk-taking, which can be scary, so reframe this around learning. Every risk and every mistake are opportunities to learn something new and improve. You must create a safe environment for your employees and customers so they’ll want to take risks. -      Secret #4: Trust is about authenticity, transparency and above all, truth. Companies must emphasize the truth—the whole and complete truth—in their culture and values. -      Secret #5: Passion is the energy, enthusiasm and excitement about what you do. Find out how to create that passion and identify what holds you back. -      Bring the best of who you are not only to your interactions with your customers and colleagues, but to everyone you encounter. Quote:“Curiosity, where someone is intensely interested in who we are and what we’re about, is something we don’t experience a great deal. When customers experience it, they feel valued, not just heard.” About:Chip Bell is a senior partner of the Chip Bell Group, a top customer service keynote speaker and a bestselling author of 24 books. His latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Learn more about your ad choices. Visit megaphone.fm/adchoices
9/8/202027 minutes, 33 seconds
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Building an Authentic Company Culture Featuring Robert Glazer

Top Takeaways:-      In order to build a company’s culture, you must lead with consistent values and reward the behaviors you want to see. -      When your employees are in alignment with your company culture, you can trust that they will make decisions based on those values without the need for an over-abundance of rules. -      A great company culture happens when what you believe, what you say and what your employees do are all in alignment. -      When hiring, you must try to attract employees who are in alignment with your organization’s culture and values. -      There is great value in the seemingly little things. Everyone has the choice to do something well or poorly, and doing those little things excellently really adds up for customers and colleagues. -      Perfection is impossible, but pursuing perfection leads to excellence. -      The “overnight success” is a myth. It’s about hard work. Many people have talent, but not everyone has the perseverance and the will to make it work. -      There’s an old saying that goes, “How we do anything is how we do everything.” This applies to business as well. Strive for excellence in everything you do. Quote:“The quintessential example of culture is the organization that has people with consistent values who make decisions based on those values. You don’t need a lot of other rules when you have those values.” About:Robert Glazer is the founder and CEO of Acceleration Partners, a global partner marketing agency. He is the author of the inspirational newsletter Friday Forward, which inspired his recent book of the same name. Learn more about your ad choices. Visit megaphone.fm/adchoices
9/1/202027 minutes, 24 seconds
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The Voice of the Customer Featuring Simon Glass

Top Takeaways:-      Using video can be a great way to connect with your customers and collect their feedback. -      In order to build a good customer experience, you must get close to the customer by speaking with them more frequently and understanding the path they’re on. Good CX is about connection and relationships. -      It is possible to use technology such as video to build customer connections globally from the comfort of your own home, which can even prompt customers to be more truthful and go deeper in the feedback they provide. -      When connecting with customers to gather feedback and insights, make sure to have purposeful conversations with a set agenda. This will help you glean the most useful information. -      The best insights come from talking directly with your customers, either one-on-one or in a group setting. -      Brands must be prepared to pivot and adapt to rapidly changing customer demands, desires and priorities. Collecting feedback more rapidly can help position companies to meet new consumer expectations. -      A good customer service and experience program is more important than ever for all companies in today’s environment. Without one, a company will not succeed. -      It’s important to collect qualitative data in addition to quantitative data. This will give you insights on top of numbers. Quantitative data gives you the “what” while qualitative data gives you the “why” behind what your customers tell you. -      You must integrate the voice of the customer into your business. This will drive your company into the future and beyond. -      Discuss.io’s moderator guides for driving purposeful conversations can be found on their website. Quote:“Building a good customer experience is about getting closer to the customer, speaking more frequently to the customer and having a finger on the pulse of where the customer is going.” About:Simon Glass is the Chief Executive Officer of Discuss.io, an enterprise-level smart video platform. He is responsible for overseeing all facets of the business and driving the company’s global development strategy. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/25/202025 minutes, 24 seconds
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Customer Service and Community Support Featuring Michael Houlihan and Bonnie Harvey

Top Takeaways:-      Creating a good customer experience requires doing research. Learn about your customers and their expectations, then build your CX to meet those expectations. -      To find out what your customers want, ask them! Incorporate conversations with customers into your business and CX model. Ask people who may not usually get asked. There are many untapped sources of valuable information that will help you succeed. -      Know who your customers are, and once you do, you will be able to better market to them personally. Personalization will help your product sell. -      Don’t confine yourself to your industry alone. Mine information from other industries. This will help you come up with more creative solutions to problems. -      When you support your community, they will support you. The more you give, the more you get. This is the law of reciprocity. -      Everybody is in customer service whether they realize it or not. Even if an employee doesn’t have direct contact with a customer, they support someone who does. Customer service must be part of the company’s culture. -      Employees who do come into direct contact with customers are best positioned to collect customer feedback. This feedback must be communicated throughout the rest of the organization. -      A great product or service alone is not enough to get and keep customers. You must support your great product/service with amazing customer service. -      Don’t just be a vendor; be a partner. This means helping your clients and customers succeed with the product or service you offer. This goes beyond customer service and into customer support and customer success. Quote:“Make friends in low places. Ask questions and gather information from everyone. It’s amazing what you’ll learn about your customers and their expectations.” About:Michael Houlihan and Bonnie Harvey are the founders of Barefoot Wine and Business Audio Theatre. They are the New York Times bestselling authors of The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/18/202030 minutes, 12 seconds
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Subscribe to an Amazing Customer Experience Featuring Robbie Kellman Baxter

Top Takeaways:-      Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it into a “forever transaction.” -      Everyone is in the subscription/membership business whether they know it or not. Even if there is no traditional subscription involved, customers “renew” by returning to do business companies they like and trust. -      A subscription is a tactical decision about pricing, whereas membership is the mindset that a customer is going to be with you for a long time through a formalized relationship. -      Thinking of your customers as members opens up new opportunities to deepen and extend new and existing relationships with your best customers. This can happen even without incorporating subscription pricing. -      Offering a subscription model can create a more convenient experience for your customers. -      To move from a one-time transaction to a subscription, you must first step back and figure out your product or service’s goal as it pertains to customers. Build your subscription around meeting that goal or solving a problem for your customers. -      After someone subscribes or becomes a member, you must teach them to make your product or service a habit. If the customer is not engaged or getting value, they will not renew. -      Shift your focus from customer support to customer success. This means not only solving customer issues, but helping them use, value and succeed with your product or service. -      Focus on your customers’ long-term well-being and success. This will help you build a formal relationship with recurring revenue in any company and any industry. Quote:“A subscription is a pricing decision. It’s a tactic. Membership is the mindset that the customer is going to be with you for a long time. It makes the entire organization think differently about marketing, products and services. Pricing is just a small part of this very powerful business model.” About:Robbie Kellman Baxter is the founder of Peninsula Strategies, LLC, a management consulting firm. She is also the author of the bestselling book The Membership Economy. Her new book is called The Forever Transaction. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/11/202027 minutes, 55 seconds
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Closing the Empathy Gap in CX Featuring Andy MacMillan

Top Takeaways:-      Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their customers are having a good experience with their product. -      Brands must remember that they not only sell products and services, but experiences. As much time and effort should be put into making sure the experience is a good one. -      Companies build brand loyalty, not technology loyalty. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one. -      Though technologies have changed and improved, customer service and experience have remained the same. Nothing has really changed. Customers still want a quick and easy resolution to their problem—and companies want to make their customers happy and get them to come back. -      You can’t have a customer-centric culture without putting actual customers at the center of your business. Do not replace customers with data or technology, or your company will suffer in the long run. -      Listen to what your customers are telling you about their experiences with you, your products and your services. They will tell you where friction is and what they want. -      Every employee at every level of the organization should come into contact with the customer and listen to their feedback. This will foster empathy and create a more customer-focused culture. Leadership must model this. Quote:“If you want to have a customer-centric business model, you have to have a customer at the center of that business model. Technology does not replace that. Data is great, but it is in no way a way to replace actually building empathy with your customer.” About:Andy MacMillan is the CEO of UserTesting and a former product executive at Oracle and Salesforce with 20 years of enterprise SaaS experience. He helps companies become more customer-centric. Learn more about your ad choices. Visit megaphone.fm/adchoices
8/4/202026 minutes, 15 seconds
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The Golden Rule in Customer Service Featuring Chuck Surack

Top Takeaways:-      Good customer service and experience is a competitive advantage; it sets your company apart from competitors. -      Empower your employees to do whatever it takes to take care of the customer, not just for today or one transaction, but forever. -      When you focus on taking care of the customer, the rest of your business has a way of working itself out. Besides, taking care of the customer is simply the right thing to do. -      Start creating an exceptional customer experience and company culture by hiring the right talent from the beginning. Look for people the with education and experience necessary, but more importantly, look for people who have “fire in the belly” for taking care of customers. -      Once you’ve hired the right people, you must train them to the products, processes, values and culture of your organization. This training should not be a one-time event; it must be ongoing for the rest of their career! -      Don’t punish the majority of your customers or employees for the mistakes or wrongdoings of a few. -      Empower your employees and then TRUST that they will do the right thing. If you do this right, they will never have to say, “Let me check with my manager.” -      Do the right thing for the customer, even if the issue isn’t your fault. Treat the customer how you would want to be treated—as a fellow human being. -      When dealing with customers, remember that you don’t know what’s going on in their lives, either. Always look for the good in everyone. Quote:“I empower all my employees to do whatever they need to do to take care of the customer, not just for this transaction, but forever.” About:Chuck Surack is the Founder and CEO of Sweetwater in addition to owning ten other businesses. He is a frequent speaker and mentor and mentor on issues such as entrepreneurship, quality customer service and the pursuit of excellence. Learn more about your ad choices. Visit megaphone.fm/adchoices
7/28/202026 minutes, 27 seconds
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Creating a Diverse and Inclusive Customer Experience Featuring Lenora Billings-Harris

Top Takeaways:-      Many people assume (wrongly) that diversity is about equal employment opportunity and affirmative action, which are actually government regulations. Diversity is about who’s on your team. -      All metrics prove that if diversity and inclusion are part of your company, you will outperform your competitors. -      Diversity of thought on your team helps you become more innovative, make more money and ultimately succeed. -      You must ensure that your corporate culture is both diverse and inclusive. -      It’s important to remember that for many questions and issues related to diversity and inclusion, there is no one absolute right answer. -      It’s one thing to have good intention. However, people cannot read each other’s minds to determine intention; we can only measure the impact our words and actions have. -      Racism shows up in the workplace and has a huge impact on both the employee and customer experiences. It is five times harder for Black people to get their foot in the door as it is for white people. It comes down to unconscious bias and microaggressions. -      There is a difference between an ally and an advocate. Allies will speak up in the moment if they see something happen. Advocates do this and more; they intentionally disrupt bias and seek multiple ways of breaking down barriers. -      In order to enact change within an organization, leaders must become advocates for diversity and inclusion. They must do their personal work to overcome bias (conscious and unconscious) first, then actively advocate for the people in their organizations. -      Don’t remain silent. Speak up and take action, even (especially) if you make mistakes along the way. If you want to help, become an advocate. Quote:“We’re all imperfect and we’re going to make mistakes. The point is to not wait until you’re perfect, because that’s not going to happen. Lean into the discomfort. If you’re coming from a place of good intention, people will understand even when you mess up.” About:Lenora Billings-Harris is an award-winning author, thought leader and international speaker in the areas of inclusion, diversity and unconscious bias. She is a Certified Professional Speaker (CSP) and a Council of Peers Award of Excellence (CPAE) Speaker Hall of Fame inductee. Learn more about your ad choices. Visit megaphone.fm/adchoices
7/21/202029 minutes, 27 seconds
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Tools of Amazing Customer Experience Featuring Ramon Ray

Top Takeaways:-      Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly. -      The difference between customer service and customer experience: Customer service is more immediate, often involves a human-to-human interaction and usually is a response to a problem or question. Customer experience is more overarching and can include product packaging. -      A good customer experience can help you better market your business and build your personal brand. -      Don’t underestimate the small, seemingly simple tools like business cards and email. Small details mean everything and can make or break your business. -      Be aware of how the customer service and experience of your business looks from the outside. It can prevent customers from wanting to do business with you in the first place. In other words, it could be the bad customer experience you never hear about! -      When sending an email, there are three things you must get right: a great signature line, a great subject line and a timely response. This is part of your customer experience. -      Self-service options are great to have in place. This can range from a FAQ page to video tutorials on YouTube. -      Don’t be afraid to invest financially in your business. Pay for the tools you need. This will create a better experience for everyone. -      Above all, be genuine when interacting with people. That’s the key to an amazing customer service and experience. Quote:“Be genuine. You have to really love people. It starts with that. It’s hard to fake a smile. If you enjoy people, you’ll be fine.” About:Ramon Ray is a best-selling author, global speaker, event producer and entrepreneur. He is the founder and producer of Smart Hustle Media, and has started four companies and sold two companies. Learn more about your ad choices. Visit megaphone.fm/adchoices
7/14/202026 minutes, 31 seconds
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The Secret to Success is Good Customer Service Featuring Patricia Fripp

Top Takeaways: -      Money should not be your main career goal. You will achieve more success if you instead focus on becoming someone that people want to do business with. In other words, focus on building your soft skills and delivering great customer service. The money will follow. -      A good customer experience has the potential to be your most powerful marketing tool. The better service you deliver, the more likely your customers are to recommend you to others. -      Try to make each and every one of your customers feel like they’re the most important person in the room. -      Recognize the importance of publicity; become a shameless self-promoter. Being good at what you do is one thing, but the world has to know. It’s not so much what you say, but to whom you say it. -      Customer service and the customer experience is all about how you make the customer feel. The goal should be for them to leave feeling better than they did when they arrived. -      Figure out the one, simple question you can ask your customers to gauge whether you achieved your goal. It could be something like, “was your problem resolved?” or “would you recommend us?” -      Your business is only as good as your worst employee. Make sure everyone is in alignment with your company’s culture and customer experience mission. -      When delivering a message to your staff, speak as an audience advocate. Be specific—specificity builds credibility. Quote: “Don’t concentrate on making a lot of money; rather, concentrate on becoming the type of person people want to do business with.” About: Patricia Fripp, CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach. She is a former president (and the first female president) of the National Speakers Association and is a member of Speakers Roundtable. Learn more about your ad choices. Visit megaphone.fm/adchoices
7/7/202027 minutes, 16 seconds
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The Customer Experience is the Product Featuring David Priemer

Top Takeaways:-      The product or service you sell isn’t actually your product—the experience you provide your customers and clients is your product! In short, the experience is your product. -      Your goal should be to create a beautiful product, and then elevate that product to another level through the amazing experience you provide. -      Salespeople must consider the tactics they’re using on their customers and ask themselves if those tactics would work on themselves. If you wouldn’t respond well to a certain tactic, odds are your customer won’t either. -      Customers often make purchasing decisions based on subconscious factors rather than specific, tangible metrics. Often, it comes down to the customer’s experience and how a business made them feel. -      Experience beats virtually everything else. When everything else is equal, the experience is what will set your business apart. -      Think about not only what contributes to a great experience, but also about what detracts from that experience. Work to eliminate those factors for your customers. -      Traditional sales “closing tactics” can actually become a detractor to the overall experience. Studies have shown that customers will resist when they feel their freedom to choose is restricted. -      Remember that a good experience is one without friction! -      Oftentimes, the products and apps that consumers love most (because of the way they’re designed) are designed by companies with an amazing culture and amazing employees. An amazing experience is pervasive. Quote:“The experience is the product, and everything is about that experience. We are all in sales and therefore we all have a role to play in terms of creating that amazing experience for our customers.” About:David Priemer is the founder of Cerebral Selling and the author of Sell the Way You Buy: A Modern Approach to Sales That Actually Works (Even on You!). He is the former VP of Salesforce, where he created the Sales Leadership Academy program. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/30/202027 minutes, 25 seconds
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The Future of Customer Feedback Featuring Martha Brooke

Top Takeaways:-      In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you. -      Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them. -      There are generally four good reasons and ways to use surveys to collect customer feedback: 1.   Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value. 2.   Surveys after tech support or other customer service interactions are important so companies can learn how to improve. Ideally, these should also operate as a two-way street so that customers feel their voices are being heard. 3.   The “get it off your chest” survey collects data on one specific aspect (or “touchpoint”) of an experience. This typically consists of a single question that asks customers to rate their experience on a scale, followed by a more open-ended question about how to improve. 4.   Surveys can be an opportunity for companies to show appreciation to the customer by compensating them or reimbursing them for their time to complete the survey. This could involve anything from a free gift card to a charitable donation or priority service in exchange for the customer’s feedback. -      Consider a customer interview as an alternative to a survey. Customers will speak more freely and may tell you things you never would have thought to ask about. This can be invaluable for improving your CX. -      Above all, make sure you do something with customer feedback once you receive it. Quote:“Customer feedback is always relevant. If you’re not listening to your customers, it’s hard to guide the ship.” About:Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma. In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/23/202023 minutes, 24 seconds
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Facial Coding in the Customer Experience Featuring Dan Hill

Top Takeaways:-      Facial coding is not facial recognition, but rather how emotions are displayed on the face. -      Facial coding is universal, spontaneous and abundant. In other words, it is a plentiful resource of information that, when properly utilized, can help companies understand their customers and ultimately create a better customer service experience. -      Collecting and interpreting data from facial coding can help companies understand whether or not customers are having a good experience and if they will return in future. -      The seven different emotions you can get from facial coding are happiness, anger, sadness, surprise, disgust and contempt. The first three are “approach” emotions. Surprise and disgust are reactive emotions. Adverse emotions are disgust and contempt—in other words, customer service killers! -      Every point of the customer journey creates an emotional reaction. Make sure each step inspires the right emotions (such as surprise and happiness) to facilitate moving your customers in the direction you want, rather than driving them away. -      Customers may not remember all the details of their experience with you, but they will remember the high points—the beginning, the ending and above all, how the interaction made them feel. Quote:“There are two currencies in business: dollars and emotions.” About:Dan Hill, Ph.D., is an internationally recognized expert on the role of emotions in business, politics, sports and popular culture. He is also the founder of Sensory Logic, a political pundit and the author of multiple bestselling books. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/16/202028 minutes
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Culture Design in the Customer Experience Featuring Jason Korman

Top Takeaways:-      Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees. -      Think of your organization as a community of people who are tasked with certain outcomes. Help employees understand their purpose and the outcomes they are responsible for; in short, it’s about the employee mindset. -      Shift the focus away from making money to taking better care of your employees and customers. That will drive better products and success for your company. -      Customer service is affected by the mindset and psychology of the people who show up to work each and every day. This includes CEOs, managers and leaders, who must model the beliefs and behaviors they want to see across the organization. -      Culture design is about programming the right mindset that will drive the best customer-focused behavior. -      Leaders are hugely influential over a company’s culture, as people naturally emulate the behavior of those they perceive successful. Unfortunately, negative behavior spreads faster than positive behavior. -      Zappos, for instance, uses their company culture as their brand. This is the biggest differentiator in their experience and what sets them apart from other companies. -      Let customers’ high expectations for service directly inform and drive the experience you deliver. -      Don’t only focus on core values—core values are the destination. You must map out the journey for your employees, which includes the right behaviors and beliefs that will get you to the destination. Quote:“Culture actually is a management system. When you embed the right kinds of cultural norms into your organization, you influence the behaviors, mindsets and beliefs people have as they do the work.” About:Jason Korman is the co-founder and CEO of Gapingvoid Culture Design Group. He is a serial entrepreneur who has spent much of his life in the wine business. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/9/202029 minutes, 35 seconds
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Redefining Influence in the Customer Experience Featuring Stacey Hanke

Top Takeaways:-      Influence is not what most people think it is. It’s not something you can turn on and off, but is instead about consistent messaging (both verbal and nonverbal) that drives people to action. -      Customer service is all about relationships. Those relationships are built over time through consistent communication and interactions. Predictability and consistency are the foundation for a good customer experience. -      Remember that communication happens both through language and through nonverbal cues such as body language and facial expression. All of this has an effect on the experience as a whole. -      What does it mean to be yourself? It’s about bringing your best self to every interaction and every single day. Remember that your name is on every single thing you do. -      The 3-step process to redefining and expanding your influence is as follows: -      Make sure you get feedback instead of fluff. Get the truth from people you trust. Find out what works to enhance your influence, and what is getting in your way of influencing your customers. -      Deliberate practice is crucial. Once you know what is working and what isn’t, you must practice to make the changes you want to see. -      Be accountable. If you don’t ask for feedback, you will go through life based on feelings instead of facts. Find people you trust to help keep you accountable. -      Start small. Identify ONE thing that you could have done better, and work to improve that in your next interaction. That’s how you make progress and ultimately, big changes. -      Deliver feedback in a supportive, kind and helpful way. This does not mean you should be dishonest. It doesn’t cost anything to be nice. -      Above all, be kind to each other. You never know what someone may be going through or dealing with. And you never know when you may need that kindness from others. Quote:“Influence is so much about how we show up and present ourselves every single day. How we communicate Monday to Monday, both verbally and nonverbally, determines the level of influence we really have.” About:Stacey Hanke is the founder of Stacey Hanke, Inc. and the author of Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday®. She has trained and presented to thousands on word choice and body language. Learn more about your ad choices. Visit megaphone.fm/adchoices
6/2/202028 minutes, 54 seconds
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Machine Learning in the Customer Experience Featuring Cameron Weeks

Top Takeaways:-      Many customers believe that companies don’t about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience. -      The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit. -      Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX. -      The life of a customer service representative can be difficult and there is often a high turnover rate in these positions. Sources of difficulty and stress include upset customers, a lack of resources and frustration with technology they are using (the need to switch between too many programs). -      Companies need to examine what they ask of their CX agents and work to eliminate points of difficulty and stress. If agents are treated better, they will treat customers better. -      It is crucial for companies to adopt an omnichannel system for customer communication. This allows for customers to have a single conversation with a company that spans over multiple channels, rather than a separate conversation on each channel. -      Machine learning and similar technology is now a requirement to deliver a good customer experience. -      Technology can assist companies in proactive service—reaching out to customers before a problem arises. -      Before deploying machine learning, AI and other tech to your customers, utilize it internally first. Use new technology to create a better employee experience, and it will result in a better customer experience down the line. Quote:“Machine learning is not an option in customer service anymore. It is a requirement.” About:Cameron Weeks is co-founder and CEO of Edify Labs. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/26/202028 minutes, 7 seconds
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Leading with Empathy Featuring Jeff Nicholson

Top Takeaways:-      Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service took too long in terms of hold times and time to resolution. Customers’ expectations have now increased, driving the need for better customer service up even higher. -      There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume. -      According to Pega’s recent report, 4 Steps to Exceptional Service Strategy During Disruption, there are four areas of major concern among businesses right now. They are as follows: 1.   How do we show empathy for customers during this time? You must have good self-service strategies available for your customers. You must also be present with them on the channels they want to communicate on. Implement proactive service strategies and act with empathy. 2.   How do we show support for agents during this time? Everything changed for employees and agents, too. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. 3.   How do we keep an eye on our costs? Conveniently, many strategies for improving the customer and employee experiences are also effective at reducing costs. Beware of cutting costs in areas that will negatively affect the customer experience—that will harm your business in the long run. 4.   How do we protect our profits? You must look through an empathetic lens. Work with your customers (and employees) to find solutions that work for both the customer and the business. Protect your profits, but also do right by your customer. -      Make your employees’ jobs easier by providing them a “channel-less” experience—allowing them to interact with and assist customers on any channel from a single program or application. -      Put the right strategies in place from the beginning so you don’t have to re-do temporary fixes later. -      Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. For more information and to register, go to the Pega website. Quote:“Your agents aren’t available 24/7, but your customers are.” About:Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. He is a recognized customer engagement thought leader who has been featured in numerous publications. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/19/202028 minutes, 32 seconds
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Proactive Customer Service in Times of Change Featuring Jonathan Lerner

Top Takeaways:-      Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either! -      In order to have a great customer experience, you must have a great employee experiences that incorporates and is empowered by digital technology. Neither technology nor the human element should be sacrificed. -      Prioritize adding proactive service to your CX strategy. This means incorporating strategies to fix problems before they occur. -      Technology can help make agents more productive, efficient and effective by providing them the tools and capability to provide proactive service. -      As a leader, you must find a way to get the two sides of your business (the employee side and the customer side) to meet and work in tandem. Technology can help create a better experience on both sides. -      Take an outbound approach to customer service rather than an inbound one—that is, waiting for the customer to call you with a problem. Instead, take the opportunity to reach out to your customers first to provide support. -      Times of hardship and crisis, while tragic, are also a great driver of change. We must embrace the changes and innovations that come during these times if we hope to keep moving forward. -      The support world has operated primarily with voice technology. Moving forward, video could become the new voice in terms of customer support as customers and companies rely more on video technology. -      When an issue occurs, it’s crucial to not only address it in the moment, but also create strategies for the future. Customers want solutions quickly, but you must also make a plan for if and when a similar problem arises down the line. -      Focus on building resilience within your team and your organization. This will ensure you thrive today and can weather any changes to come. -      The C-Suite must be open and accepting of the ideas of others—at the very least, they must be willing to listen. They also have to look at the people side and the numbers side of every issue. When pitching ideas to the C-Suite, make sure you present them with an ROI attached. Quote:“Have a mindset of change. If you build resilience into your models and encourage that in your people, then you’re building the right fiber into your organization.” About:Jonathan Lerner is the president of TTEC Digital. Prior to joining TTEC in 2019, he was senior vice president and general manager for Customer Engagement Solutions at Verint. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/12/202027 minutes, 25 seconds
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Crisis Management and the Customer Experience Featuring Ronn Torossian

Top Takeaways:-      A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values. -      When it comes to customer service and customer loyalty, it is important to attempt to understand your customers’ values. If you can resonate with what is important to your customers, you will build a more loyal customer base. -      Be mindful not only of what you say, but how you say it. These elements have a huge effect on customer purchasing habits and ultimately customer loyalty. -      It is crucial for brands to adapt to worldwide events. For example, many companies that formerly manufactured unrelated products have begun producing items like masks and hand sanitizer to help combat the coronavirus. -      There is always a risk for brands to take a stand on moral issues. Companies must be smart and strategic about weighing in on polarizing issues and determine whether the risk is worth the potential gain in customer loyalty. -      When in a global crisis, brands need to be careful and mindful of their marketing practices. Attempting to sell could rub consumers the wrong way and risk negatively affecting the brand’s reputation in the long term. -      Trust is crucial in any relationship. Businesses must prove to their customers that they are trustworthy. -      The goal is for crises to never occur. However, even a crisis could turn into good PR for a brand. The key is in how the crisis is managed. -      The process for managing a crisis is to first find out what actually happened. Then, you must decide how to handle it—make a plan of action for both the present and the future. Acting quickly and decisively is crucial. -      Don’t forget how to smile and laugh—especially in a crisis. Find at least one thing to smile about every single day. Quote:“Brand sentiment really matters. What you say, how you say it, tone—those things really affect consumer purchasing habits and loyalty.” About:Ronn Torossian is the founder and CEO of 5W Public Relations. He has worked with some of the world’s most visible companies, brands and organizations and has been recognized with numerous rewards throughout his career spanning over 20 years. Learn more about your ad choices. Visit megaphone.fm/adchoices
5/5/202022 minutes, 47 seconds
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Humanize the Customer Experience Featuring Rowan Trollope

Top Takeaways:-      A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location. -      One of the downsides to working remotely is the lack of human interaction and creative in-person collaboration. Communication technology (such as Zoom, Microsoft Teams and Slack) can help combat this. -      The biggest mistake companies make when converting to a remote workforce is attempting to recreate the in-office environment. Companies must be flexible and embrace the differences—and benefits—working remotely provides. -      Asynchronous work is a huge benefit of working from home. For this to work, managers must trust their employees to do their job and focus on the things that matter. If they do, often employees will come up with more innovative solutions to get their work done. -      Humanize the remote working experience. Without “water cooler conversations,” we should encourage people to share information and details from their lives with their team. This will help teams stay connected while being physically distant. -      Businesses need to find a way to connect and communicate authentically and empathetically with their customers without a physical presence. Video and voice channels are ideal—but other options may be more feasible or efficient. -      The use of emojis is a great way to humanize a digital interaction. Emojis—and even animated GIFs or memes—soften the tone of text and add empathy. -      Flexibility between channels of communication is imperative. Consumers want to be able to switch seamlessly between channels without having to start over. -      The customer experience starts with the employee experience, and the employee experience starts with leadership. Treat your employees with empathy, authenticity and vulnerability, and they will treat customers better and create a better outcome for your business. Quote:“In the customer service world, the experience that you deliver to your customers is going to start with treat your teams—how you treat your own employees. Having compassion for your employees and being authentic with those employees is what’s defining brands right now.” About:Rowan Trollope is CEO of Five9, a leading provider of cloud contact center software for the enterprise. He is a recognized Silicon Valley leader with a depth of experience in software solutions and cloud innovation. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/28/202029 minutes, 53 seconds
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Start by Being a Great Place to Work Featuring Eric Chester

Top Takeaways:-      When the economy is bustling and the unemployment rate is low, the resultant labor shortage makes it very difficult to find (and keep) the best employees for the job. -      Even a single bad employee can dramatically impact the morale of other employees. But customer service ultimately suffers the most at the hands of a bad employee. -      When you understand the differences between yourself and your employees, you will understand how to manage them better and ultimately be a better boss and leader. Additionally, try to help your employees get where they want to go. -      Research your present workforce—understand what makes your current great employees a good fit. Then seek out new candidates who have a similar background, traits, attitude, skillset, etc. -      Expand your search for the perfect candidate to new “hunting grounds.” Become aware of nearby colleges, high schools, vocational schools, etc.—places you think are a good source for new hires. -      It doesn’t matter if you have the best hiring practices if you don’t have an employee retention strategy—a way to improve your workspace. -      Survey your employees regularly and ask them three questions: what they like about working there, what they don’t like about working there and what one thing they would change if they could. -      Remember: it all starts with being a great place to work. Quote:“It starts with being a great place to work. You have to work on that every single day.” About:Eric Chester is an award-winning speaker and bestselling author of five books. His latest book is Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/21/202032 minutes, 19 seconds
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Working Remotely in Times of Crisis Featuring Daniel Ramsey

Top Takeaways:-      These are strange and unprecedented times. In a very short amount of time, the United States has shifted from having only 5% of its workforce working remotely to over 50%. -      Virtual assistants and workers can help you deliver your value proposition by handling essential tasks that don’t necessarily drive business—such as answering the phone, managing calendars, etc. -      On average, it takes companies 60-90 days to find, hire and onboard a new employee. Turning to a virtual assistant or remote staffing option can reduce that time to about one week. -      Businesses must devise new systems, processes and technologies to better manage a remote workforce. -      During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way. -      Many people are scared and confused during this time. Reach out to them not to sell a product, but to simply ask how they’re doing. This will strengthen your relationship both now and in the future when things return to normal. -      Communication is moving faster than ever before, and with people working remotely, you must communicate more frequently than in the past. For example, try having a group call with your team three times a day—start-of-day, mid-day and end-of-day. -      Appoint a Director of HR—humor resources. Have this person find something funny or uplifting to share with the team at large once a day to keep morale up. -      Many businesses have slowed down. Be there to support your clients as best you can while acknowledging these changes. As the old saying goes, hope for the best but prepare for the worst. -      Ramsey’s company, MyOutDesk, has put together a guide to working remotely to help businesses adapt. The Go Remote Guide is available for free by texting “MOD” to 31996. Quote:“I believe it’s our civic duty to stay productive as a country. Let’s stay productive as a country and get through this together.” About:Daniel Ramsey is the founder and CEO of MyOutDesk, a virtual assistant company. He founded the company during the 2008 recession to help companies worldwide restructure to a remote workspace. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/14/202024 minutes, 16 seconds
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Empowering Humans to Be Human Featuring Vit Horky

Top Takeaways:-      The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations. -      People use technologies such as AI in their daily lives more than they realize. A good example is a Google search. It is the artificial intelligence behind that search engine that allows it to work as well as it does. -      Customers have very little trust in AI and chatbots when it comes to a need for deeper connection and communication. That’s where a human-to-human interaction is needed. -      Our strengths as human beings are our emotional intelligence, our creativity, and our authenticity. AI should support human agents so that they are more able to utilize those strengths. -      Many agents, especially in call centers, deal with repetitive problems. AI can assist by providing those agents (instantly) with the best responses for each situation. -      A huge problem in call centers is employee retention. When employees leave, they take their knowledge and expertise with them. AI can help fill in the gaps. -      Customers are in control today more than they have been in the past. Their expectations for service from a company are much higher—meaning companies need to step up to meet and exceed those expectations. -      Companies need to invest in omnichannel technologies—meaning customers can connect with a company using the channel of their preference and have virtually no gaps in their experience between channels and even agents. -      Above all, AI and other technologies must empower people to use more of their human potential. Quote:“Humans are great at understanding and using emotional intelligence. It is very difficult to build a computer that can understand that.” About:Vit Horky is Senior Director of Digital Experience at NICE inContact. He previously co-founded and served as Co-CEO of Brand Embassy. Vit is also the author of Customer Service in the Transhuman Age. Learn more about your ad choices. Visit megaphone.fm/adchoices
4/7/202029 minutes, 21 seconds
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The Customer is Your Bottom Line Featuring Horst Schulze

Top Takeaways: -      Everything you learn comes from others. Everyone has an obligation to share what they learn so that more people may benefit. Pass on what you have learned. -      No matter what the outcome of your business is, it all starts with your employees doing the job they’re supposed to do. -      In order for your business to succeed, you must first understand your market—your customers. You must know what they want and need before you can begin to meet their expectations. -      Employees must also have an understanding of the customers they serve. Management must create the system and processes that allow employees to deliver to customers. -      It is the role of leadership to create an environment within the organization in which all employees want to give customers what they want, rather than an environment where employees feel forced to do it. -      Customers should be the number one focus of your business—customers are your bottom line. They are the ones who create revenue for your business. Deliver to them a great product and great service, and you will see income. -      To deliver exceptional service, you must start with a great team. Be selective in your hiring process and treat your employees well. The perfect hire is worth the wait. -      Customers want three things from a product: they want it to be defect-free, they want it to be timely (when they want it) and above all, they want the people who give it to them to be nice to them. Delivering these three things consistently is what creates customer loyalty. -      The biggest driver of customer satisfaction and loyalty is just being nice. Being nice to your customer doesn’t cost anything. Quote: “The employee who wants to take care of the customer will do a better job than the employee who has to do it. Leaders must create this feeling among their employees.” About: Horst Schulze is one of the founding members of The Ritz-Carlton Hotel Company and served as its President and COO. He later founded The Capella Hotel Group. Today, he serves on various boards, speaks and acts as a consultant across industries. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/31/202028 minutes, 34 seconds
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Marketing and the Customer Experience Featuring Mathew Sweezey

Top Takeaways: -      Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences. -      Studies have also shown that there is a significant gap between the experience businesses believe they’re delivering and the one that their customers are actually receiving. -      Marketing is largely responsible for the creation and sustainment of experiences. Therefore, customer experience is the new marketing. -      Companies need to have a complete understanding of their customer journey so they can better contextualize their marketing and therefore their customer experience. -      There are five factors that go into creating context within the customer experience. All amazing experiences can be broken down into these five categories. They are as follows: Available – An experience must be available to a customer on their own personal time. Permissioned – Customers must ask for this experience of their own volition; companies should not force it on them through ads or unwanted emails. Personal – An experience should not only be personalized, but personal in its delivery. Human-to-human delivery is best. Authentic – Experiences must invoke empathy on the part of customers and employees, creating an emotional connection. Purposeful – Ideally, experiences should go beyond a product and help customers achieve their greater goals. Context goes beyond basic personalization. Companies must ensure they are delivering the right message to the right person at the right time. In order to do that, they need to understand all decisions across the customer journey. Brands need to focus on delivering more human-to-human experiences interactions. This will create a better and more personal experience for the customer. As we move into the future, marketing will continue to become a part of everyone’s role, much in the same way that the customer experience is every employee’s responsibility. Quote: “The creative lens of marketing has to shift toward focusing on the concept of customer experience. Experience wins over everything else.” About: Mathew Sweezey is Director of Market Strategy for Salesforce. He is the author of Marketing Automation for Dummies and The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/24/202027 minutes, 13 seconds
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Customer Value is Company Value Featuring Rob Markey

Top Takeaways:-      NPS refers not only to the Net Promoter Score, but also to a system that is a set of behaviors, actions and technology that provides customer feedback directly to frontline employees. While the score itself is important, the bigger impact is on frontline employee learning, making customers feel as though their voice is heard and valued. -      When asking for customer feedback, model your approach off of NPS and Enterprise Rent-A-Car’s original Service Quality Index: ask a single question with a simple metric, then an open-ended follow-up question (“why?”) and finally, follow up on the feedback you receive. -      In his recent Harvard Business Review article, Rob identified four strategies companies can use to achieve consistent and sustained growth in customer value. They are as follows: -      Develop robust customer-value management processes and tools. -      Combine design thinking with loyalty-earning technologies. -      Organize around customer needs. -      Lead for loyalty. -      The value of your customer is the value of your company. -      The best way to grow through customers varies from company to company. For some, acquiring new customers and making sure they are a good fit is the best method of growth. For others, focusing on retaining existing customers may be a better path. -      Companies most often underestimate the value of attaining the right customers in the first place. -      Organize your company around customer needs instead of functional teams and processes. This will eliminate unproductive internal politics and competition for resources that only end up hurting the customer. -      The most important objective for any business should be to grow the value of its customer base. To that end, every individual should understand how they can contribute to and enhance that value. Quote:“The most important objective for a business should be to grow the value of its customer base.” About:Rob Markey is a partner at Bain & Company and a leader in its Customer Strategy and Marketing practice. He also leads the NPS Loyalty Forum and co-authored The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/17/202032 minutes, 41 seconds
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The Secret to Getting Customer Reviews Featuring Rupesh Patel

Top Takeaways: -      Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customers are reading reviews online or on some industry forum before they decide to do business with you. -      Customers look for recent reviews when researching your business. Studies have shown that reviews older than 3 months are considered irrelevant. -      If you don’t follow up with your customers, don’t get their feedback and don’t ask for reviews, you are losing money. Not having any recent reviews (or any reviews at all) can hurt your business. -      Studies have shown that 89% of users read the replies to reviews. This creates a huge opportunity for businesses. It is crucial to respond to all reviews, both positive and negative, because it shows that you care about your customers and their experience. -      Create both a strategy and a budget for customer reviews. Monitor all platforms where your business has a presence and write a customized, personalized response to each and every review. -      Make it easy for customers to leave you a review. If you don’t capture their feedback as they are leaving, send them a brief follow-up message within 24 hours of their experience with you and include a link to a short survey. -      Don’t wait too long before requesting feedback from your customers. Otherwise, they may forget the details of their experience with you. -      When sending a survey to a customer, make sure the survey is a short one! One minute in length is ideal. At the very least, the time it takes to fill out the survey should not exceed the length of their interaction with you! Quote: “We can’t impress everybody. We can’t make every single person happy. But we will try our best.” About: Rupesh Patel is an award-winning hotel owner, hospitality influencer and passionate entrepreneur. He hosts a weekly live hospitality show on LinkedIn and his website, smartguests.com, has helped more than 4,000 hotels improve their customer service. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/10/202031 minutes, 31 seconds
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The Radical Relevance of Customer Experience Featuring Bill Cates

Top Takeaways:-      An organization’s message is related to their brand promise and customer experience. The experience needs to deliver on the customer’s expectation, which is created by the brand promise. -      Everyone in the organization needs to be in alignment with the message and be able to describe the value. This applies regardless of whether someone is in a customer-facing role or not. -      The same consistent message and experience must be delivered to internal customers (employees) as well. This will ultimately help create a better experience for internal and external customers. -      An organization’s message must be relevant to the customer and qualifying—in that it attracts the right customers and repels the wrong customers. -      Even if you do not interact with the customer directly, you likely interact with someone who does. It’s important to remember that the way you treat your fellow employees will be felt by customers on the outside of your organization. -      A confused mind will not take action. Create clarity for your customers and invite them to ask questions. This strengthens the relationship your customers have with you and your company. -      First and foremost, you must determine your company’s value proposition. Ask yourself what message you want to convey and how you provide value for your customers. This excites people and gets everyone in alignment. -      Always give your customers a seat at the table. This will help you create your culture and deliver it in a way that makes sense to them. Quote:“Give your customers a seat at the table. This is how you create the culture internally and externally that you want to present to your customers.” About:Bill Cates is an internationally recognized client-acquisition expert and speaker. He is also the author of four bestselling books, including his most recent, Radical Relevance: Sharpen Your Marketing Message - Cut Through the Noise - Win More Ideal Clients. Learn more about your ad choices. Visit megaphone.fm/adchoices
3/3/202030 minutes, 6 seconds
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Be the Disney of Your Industry Featuring Teri Yanovitch

Top Takeaways:-      It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work. Any and every company is capable of putting in hard work. -      Give potential employees a taste of your company’s culture right away. Be upfront about the requirements of the position and the expectations for success. This will help eliminate candidates who may not be the best fit. -      During the candidate’s interview, don’t ask all the questions. Allow the applicant to ask questions of you and your company. This helps them feel they are a part of the company and the culture from day one. -      Be transparent as you describe the job.  New employee orientation should reinforce all the information applicants already heard during the hiring process. It should be a way of further introducing them to the company culture and holding them accountable for previously established expectations. -      Details are what create value for customers, especially throughout multiple points of contact. Paying attention to detail throughout every stage of the customer journey is what will ultimately amaze them. -      Think through the entire customer experience from every angle. More companies need to consider the customer journey in its entirety. -      Leadership must demonstrate the behaviors they want to see in their employees, even for something as simple as picking up trash. When leadership models behavior, it spreads throughout the entire organization. -      Don’t forget that there is an internal customer experience in addition to the external customer experience. This is also known as the employee experience, and it is just as important as the external customer experience. Happy employees create happy customers. -      Create your company’s “Service Standards.” Then, ensure that these standards are consistent across every location and every individual. That will create amazement for the customer. -      Never stop training, even on “the basics.” It is the consistency that creates the magic. Quote:“The key to success is recognizing that there is a ripple or domino effect to internal service. Happy employees create happy customers.” About:Teri Yanovitch is a dynamic speaker, author, trainer and consultant. Her passion is helping organizations create a culture of service excellence. Learn more about your ad choices. Visit megaphone.fm/adchoices
2/25/202028 minutes, 44 seconds
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The Customer Experience Revolution Featuring Claire Sporton

Top Takeaways:-      It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive positive change within your organization. -      Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. It is crucial to be able to determine what is important and what is not. -      Customers want and expect a personalized experience. Microdata is specific to an individual person and can help you deliver the personalized experience that customers want. -      Consumers want to do business with organizations they trust. Trust is about setting expectations and delivering on those expectations. The first step in any customer relationship should be about building that trust. -      Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. This is in spite of the fact that improving CX can lead to more success for businesses overall. -      Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. -      Improving your NPS rating alone will not necessarily lead to an increase in sales. You must examine the operational side of your business and either eliminate or mitigate problems that get in the way of improvement. -      Technology can be a powerful tool in creating change, but it is not a solution by itself. There must always be a human element to assist, support, and create connection. Quote:“You must demonstrate the ROI of customer experience. It’s not good enough to just say that this is the right thing to do. You must have the business acumen to speak in terms your organization’s leadership understands.” About:Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit, a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Learn more about your ad choices. Visit megaphone.fm/adchoices
2/18/202029 minutes, 41 seconds
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Unconscious Bias in Customer Service Featuring Bernadette Smith

Top Takeaways:-      Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true. -      Frontline employees must be trained to be aware of their unconscious biases. When employees act on incorrect assumptions, it can potentially offend customers. -      In today’s digital world, anything and everything can be filmed, put on the internet and go viral. This can turn into a PR nightmare for any company. -      There is a difference between proactive training and reactive training. Proactive training takes place up front in an effort to prevent negative situations from arising. Reactive training occurs after there is a problem. -      If an incident occurs, companies absolutely need to respond with reactive training. However, too few companies take advantage of proactive training for frontline employees. -      Mistakes will happen; this is inevitable. It’s how a company handles the aftermath that is really important. -      The best thing to do to avoid accidentally offending customers is to ask them questions. Ask questions from a position of curiosity, rather than confrontation, to better understand the situation and avoid making incorrect assumptions. -      Our brains process information and make connections very quickly, whether or not those connections make sense. Pause, take a breath, and think for a moment before judging a situation and reacting. -      Becoming aware of unconscious bias and avoiding assumptions is not difficult, nor does it take too much time. Anyone and everyone can do it. -      Diversity and inclusion training can and should be incorporated into a company’s culture, core values and existing training. View it as another way to provide excellent customer service. Quote:·        “You can’t provide excellent customer service when you are making incorrect assumptions about your customers.” About:Bernadette Smith is the founder, president and CEO of Equality Institute. She is also an award-winning author of three books and will release her fourth book in 2020.  Learn more about your ad choices. Visit megaphone.fm/adchoices
2/11/202031 minutes, 5 seconds
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The Voice of the Customer Featuring Stacy Sherman

Top Takeaways:-      It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. -      Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. -      Poll the customers and personas to whom you’re marketing and find out their wants and needs. Create your product using that information. -      Customer service is a key component of the customer experience. Ensure every employee understands their role within the larger customer experience, even if they never interact directly with the customer. -      Celebrate your customers and the employees who create excellent experiences. Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort. -      Positive change within customer experience and company culture must start from the top. Executives must be fully on board for it to become a part of the culture. They must be role models and champions of the CX initiative. Quote:“Business to business or business to consumer, at the end of the day, it’s human to human. People buy from people.” About:Stacy Sherman is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. She designs and implements successful customer-centric programs and other projects for well-known brands. (Please note that all views expressed are Stacy’s and do not reflect the opinions of or imply the endorsement of employers or other organizations.) Learn more about your ad choices. Visit megaphone.fm/adchoices
2/4/202030 minutes, 18 seconds
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Employees Matter Featuring Bob Chapman

Top Takeaways:-      You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life. -      Business has the potential to be the most powerful force for good in the world. It begins with companies truly caring about their people. -      The most important thing for any business is to develop a sustainable business model in which people feel valued. -      Many businesses make the mistake of only caring about numbers. Leaders instead should care about their people, making them the number one priority. -      Create a work environment where people feel safe and valued. Give them hope for the future. That will make them feel engaged and give them the desire to contribute. -      A leader’s job should be to help the people they have the privilege of leading grow and develop in line with the company’s vision. -      Customers ultimately benefit from the good treatment of employees. If you take care of your employees, they will take care of their customers. -      Find ways to make work fun. Fun is an excellent motivator that increases employee engagement and produc