Amazing Business Radio

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 th...

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...

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...

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 comforta...

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 experien...

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...

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 gre...

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 hea...

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 i...

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 succes...

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 wh...

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...

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...

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 thin...

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 rea...

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 s...

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!...

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...

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....

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...

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 su...

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 produc...

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...

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 s...

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 selli...