Amazing Business Radio

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 trans...

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. -  ...

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 chatbo...

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. - ...

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 under...

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...

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 conne...

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 infor...

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...

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. -      Companie...

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...

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 innovat...

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 o...

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 y...

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 usin...

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...

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 interpreti...

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 s...

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 founda...

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,...

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. Companie...

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 incorp...

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 cust...

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 c...

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...