Amazing Business Radio

Shep Hyken interviews Maria Ross. They discuss her new book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success, why empathy creates a competitive advantage in business, and how companies can foster empathy from the inside out. The Interview with Maria Ross: Authentic empathy can create a competitive advantage for companies and can reap huge rewards and bottom-line benef...

Shep Hyken interviews Laurie Guest. They discuss her recent book, The 10¢ Decision: How Small Change Pays Off Big, which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service. The Interview with Laurie Guest:Business leaders don’t always need to spend a lot of time or energy to improve their customer experience. Small, simple chang...

Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin:The world is becoming more customer-centric, but not every company is keeping up. There must be more training and coaching present within contact centers and customer-facing roles. Meas...

Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson:The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re com...

Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz:Customer understanding is a cornerstone of a customer-centric culture. You must understand...

Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby:Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reache...

Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber:Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business. Doing only what you love is called retirement—but...

Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manifesto,” which teaches individuals and organizations how to build a customer-centric culture. The Interview with Peter Fader & Sarah Toms:A key term is CLV, which stands for “customer lifetime value.” Taking this into account, it is almost always more pro...

Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement. The Interview with Chris Bauserman:The experience economy has changed dramatically over time. Today, who we choose to do business with has much more to do with emotion tha...

Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s success.  The Interview with John Rossman:Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation. Even though your business may change, a cons...

Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview with Jim Tincher:What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business. Journey maps can be used as effective tools to drive change and improve the customer...

Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf:Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Leaders need to start managing p...

Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsberg:When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity. If a company has already established a track record of integrity when there is no crisis, it...

The Interview with John Brandt: There’s often a disconnect between organization leaders and customers. Leaders live in a “customer-free zone” where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. The most important factor to customers is that they feel heard and cared about by the company and its representatives. Get to know your customers....

Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What is the Question?. The Interview with Cameron Mitchell:Be goal-oriented. Know the difference between working for a paycheck and working for your career. Define your company’s core values and culture first. Then, build...

Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong.  The Interview with Michelle Hayward:Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture. They are:Intentionality – It is important to approach your work with intention every day. This h...

Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe:The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherent...

Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with human connection. When faced with a problem, it’s important to approach it from the standpoint of convenience. How can you fix things to make them more convenient for your customers and employees? The concept of convenience has come more front and center over the past few yea...

Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. The Interview with Mary Drumond:It’s important to look into the reasons why customers make their decisions. Most metrics only look at recommendation potential and satisfact...

Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience. The Interview with Randy Frisch:Content marketing, and consumers’ expectations of it, has changed drastically in recent years. No longer are content marke...

Shep Hyken interviews Jamie Gilpin. They Discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin:      •The advent of social media has opened new channels for marketers. Marketing is no longer concerned with sales alone; now, marketers must take the whole customer experience...

Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage, and how it applies to the customer experience. The Interview with Roger Dooley:Friction is “any unnecessary expenditure of effort to accomplish a task.” This effort can include both time and money and affects both customers and employees. Not eliminating friction ca...

Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Siggelkow & Christian Terwiesch:Connected strategy is a concept that allows companies to connect to customers more holistically. By connecting to and antic...

Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience.  The Interview with Jill Nelson:The driving force behind good customer service should be human engagement and connection. Technology can allow employees to be more helpful, but it should not be the only layer to the customer experie...

Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture; and the most effective work cultures for customer service. In Shep’s opening monologue, he talks about the difference between a repeat customer and a loyal customer. The Interview with Karen Jaw-Madson:Karen’s book, Culture Your Culture, is intended as a step-by-step how-to...