Amazing Business Radio

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. -    ...

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 do...

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 custom...

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...

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...

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....

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....

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...

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 i...

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...

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...

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...

Top Takeaways: -      The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable component. -      Service and experience are two different but related things. Service is what you as the company do. Experience is the customer’s time and perception of th...

Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). Here’s a hint: it’s all in providing a secure, personalized, and frictionless channel of communication. Top Takeaways: -      The biggest challenge facing business today is how to more effectively engage and connect with customers. Companies must find innovative solutions if...

Shep Hyken interviews David Meerman Scott. They discuss his new book, Fanocracy: Turning Fans into Customers and Customers into Fans, and strategies for businesses to turn their customers into fans and vice versa. Top Takeaways: -      Human beings naturally crave connection and the feeling of belonging. That’s where the concept of the “fandom” comes into play. Companies must figure out how they c...

Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how brands can differentiate themselves by creating authentic, genuine connections with their customers. Top Takeaways: -      A brand is its customer experience, and vice versa. The brand and the experience are built on the relationship between a business and its customers. -      Advertising and marketing may attract new custome...

Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world. Top Takeways: -      In order for your organization to succeed, it must have a strong, solid core. The core is made up of your systems, your processes and most importantly, your people. -      Strengthen your organiz...

Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service. Focus on customer service and the money will follow. The first step to creating an amazing experience is rai...

Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. Top Takeaways: Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.” It’s important to identify the behaviors that ann...

Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others. Top Takeaways:-       Find ways to do something meaningful for your employees around the holidays—or anytime of year. Experiences often are better remembered and make a bigger im...

Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical? It is, but it’s fascinating. More important, it’s relevant. The future is here today!  Top Takeaways: Natural language processing is an analytic tool that helps programs and AI (artificial intelligen...

Shep Hyken interviews Antony Brydon. They discuss the role of automation in customer service, and how companies can best use it to improve their customers’ experience. Top Takeaways: When companies switch to AI and other new automation technologies, more often than not it is the customers who suffer. Companies must make this switch without sacrificing the customer experience. AI has the capacity t...

Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company. Top Takeaways: There are two steps to defining your organization’s level of service. Step one is to ask yourself what you want your customers to say about their experience. Step two is to ask yourself what you can do to get...

Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike. The Interview with Augie Ray: The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before. Brand...

Shep Hyken interviews Blake Morgan. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business, focusing on the psychological, technical, and experiential components of building a good customer experience. The Interview with Blake Morgan: If you don’t get the simple stuff down, you will lose customers. The “basics” includes knowledge of your custom...