Amazing Business Radio

Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”  In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell:Any and every company should consider implementing a subscription model. It brings the relationship with the c...

Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers.  The Interview with Mike Grande:Focus on a simple growth philosophy: to grow your business one customer at a time. If you do your job right, you will earn loyalty and then your customers wi...

Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy, responsibility, and generosity in the customer experience.  The Interview with Sandy Rogers:During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty. They measured service quality and strove...

Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.” The Interview with Jeff Nicholson:Practically every industry is experiencing a shift to self-service. The result is that previously unknown points of friction are being eliminated, which is good, but it also throws a spot...

Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service, and Jeff offers immediately applicable advice on how to improve your customer service.  In Shep’s Opening Monologue... He discusses the importance of caring for your employees so they can better care for your customers. The Interview with Jeff Toister:I...

Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue... He discusses the pros and cons of chatbots. The Interview with Natalie Petouhoff:Companies that become t...

Fostering Good Customer Service Habits to Make Your Business Stand Out Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits, which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience. In Shep’s Opening Monologue... He discusses if and when you should...

Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue... He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins:Core values can work like a filter to influence every decision you and your employees make. When faced with a dif...

Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence.  In Shep’s Opening Monologue... He discusses the importance of creating a customer-focused company culture and how to go about i...

Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue... He discusses the best way to get customer feedback. The Interview with Jeff Robbins:Customers are better informed about both products and services than ever before thanks to...

Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue... He talks about the best ways to handle negative online reviews. The Interview with Martha Brooke:The way many ratings systems are designed makes it easy to skew results. Custome...

Shep Hyken interviews Jon Ferrara. They discuss his company Nimble, the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue... He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara:Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time. His goal wa...

Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans, and their approach to providing high quality customer service to support their industry-leading products.  In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention. The Interview with Brian Sprinkle:It costs 5 to 7 times more (on average) to acquire a new customer than...

Shep Hyken interviews Ryan Minton. They discuss his new book, “Thanks for Coming in Today,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. In Shep’s Opening Monologue... He discusses current trends in the digital customer service world. The Interview with Ryan Minton:Having employees with a mentality of hospitality is always preferable to h...

Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes.  In Shep’s Opening Monologue... He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right. The Interview with Mark Samuel:Mark’s book, B ST...

Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue... He gives advice on how to create an amazing customer experience. His n...

Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue In Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers. The Interview with Claire Boscq-Scott:Every employee needs to understand their rol...

Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue Shep’s opening monologue addresses the question of how new technologies have changed--and haven’t changed--customer service. The Interview with Skip P...

Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. Top Takeaways:The workforce industry is migrating to the gig economy (also known as the freelance economy), whi...

Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. TOP TAKEAWAYS: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization. Help pe...

Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. TOP TAKEAWAYS:  Shep’s Opening Monologue:In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program? The Interview with Ty Collins:In July 201...

Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough.  Shep Hyken’s opening monologue is about consistency. Three important points:Your product has to meet the customer s needs every time. Your omni-channel presence must ha...

Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. Top Takeaways:The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to do. Creating a product is grounded in data...

Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business.  Top Takeaways:The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B. It allows companies to switch fro...

Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways:We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter. Use technology to remove tedious tasks you don’t want to do, and let it lead you to places you can connect in a human w...