Amazing Business Radio

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...

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. ·      Focu...

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-collabora...

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 f...

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...

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. Whe...

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 i...

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 a...

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 busi...

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...

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 ev...

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...

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 pro...

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 re...

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 competitio...

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 person...

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...

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...

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...

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 tha...

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 foc...

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 co...

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 chann...

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...

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...