Amazing Business Radio

How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. (https://www.conversocial.com/) Top Takeaways: - March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use...

Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers, and discusses her book and the art of making customers happy. Top Takeaways: • “Make Mom Proud” businesses are companies that are deliberate regarding how they will and will not make revenue, how they will enable employees to do the right thing, how the...

How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer, to talk about how to understand and know everything about your customer. Top Takeaways: • A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doe...

How would you like to provide a better survey experience for your customers? Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. Top Takeaways: Seven Secrets of Successful Surveys 1. Personalization – Personalize your surveys,...

What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM (https://www.sessionm.com/), to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. Top Takeaways: - In the past, it was enough for loyalty programs to offer a “punch card” with a buy-nine-get...

How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob, to discuss the importance of customer reviews and making them effective marketing tools. TALKING POINTS: - Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered. With NiceJob, the marketing hub isn’t an overpr...

What could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams, and discusses the benefits of teams that are spread across the globe but joined by one central focus. Top Takeaways: • A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal. • There are three g...

How do you never lose another customer? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. Top Takeaways: • Joey’s greatest insight is that regardless of the industry, somewhere between 20% and 70% of new customers will quit doing business with you before reaching t...

How can accountability create Moments of Magic®? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. Top Takeaways: • Sam says that to have great customer service, you need accountability from all employees – especially leadership. • Accountability isn’t about doing things, it...

Engaged Employees Make Happy Customers - Featuring Guest Julie Ann Sullivan by Shep Hyken Learn more about your ad choices. Visit megaphone.fm/adchoices

What if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. Top Takeaways: • TIM’S GENEROUS GIFT: To start with, Tim has offered a free video course on body language. Just visit here - https://www.udemy.com/body-language/?couponCode=dyvg53. • Seven words that motivate, engage, and...

Are your brand and culture clearly defined? Shep Hyken sits down with Denise Lee Yohn, to discuss her new book, Fusion, and discusses the importance of congruency creating a clearly defined culture, which positively impacts the customer experience. Top Takeaways: • Brand is your external identity and culture is your internal operations. Many companies deal with them as though they are two separate...

Shep Hyken sits down with Tom Karinshak, Executive VP of Customer Service at Comcast, to discuss the importance of investing in training and equipping employees so that they can better serve customers. Top Takeaways: • Your customers know what good customer service is. They aren’t usually comparing your service to a direct competitor. They are comparing it to any company that gives them good servi...

How well do you deal with angry and complaining customers? Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Top Takeaways: • When you empathize with an unhappy customer, this immediately lets them know that you are there to help and they feel valued. Tell them you understand their frustration and let them know that you would feel the same way...

Are you where your customers want you to be? Shep Hyken sits down with Murph Krajewski, discussing the importance of knowing what channels your customers want you to be on. Top Takeaways: • Omni-channels today are more of a mindset than a definable term. It’s about being wherever a perspective customer is. Omni can be synonymous with multi, meaning there are multiple ways customers can connect wit...

What if you could be speak your ideal customer’s language? Shep Hyken sits down with Jeffrey Shaw to discuss his new book LINGO: Discover Your Ideal Customer’s Language and Make Your Business Irresistible. Top Takeaways: • Go deep and horizontal in your area of expertise. The new “niche” is an expansive business model. Decide who you want your customers to be, and then build a brand around them. O...

Shep Hyken Interviews Jeff Day, CEO of Bluewater Technologies What if you could be face-to-face with your customers, anytime, anywhere? Shep Hyken sits down with Jeff Day, discussing virtual reality and how companies are using this technology to better serve their customers. Top Takeaways: • Virtual reality uses a headset to have multi-projected environments of a space create the realistic sensati...

The Smallest Things Can Make the Biggest Difference to Your Customer Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service What can you be doing to make a big difference for your customers? Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers. Top Takeaways: • The DIME Customer Service approach: Deliberate Interactions Memorable E...

Doing the Opposite of Normal Can Lead to Better Customer Service Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux Featured Interview: Do your “fans” come first? When customers come first, success follows. Shep Hyken speaks with Jesse Cole about how to stand out from the competition and create perfect customer service experiences for your customers. Top Takeaways: • To stand out in...

Do your customers trust you? Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: • Trust is a confident belief in a product or an organization. When there is confident belief, everything changes. When trust goes up, creativity and loyalty do as well. Cost and suspicion goes down...

Shep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth Do your customers feel like friends, or just transactions? Shep Hyken speaks with Eddie Yoon, an expert in growth strategy and marketing. Top Takeaways: • Leaders of organizations need to have strong personal brands for the employees to rally around and get behind. Not only is this...

How would you like a perfect way to reach your customers and keep their attention? Personalizing the customer experience is a hot topic. Shep Hyken sits down with customer personalization expert, Jim Steinberg, Senior Vice President of Enterprise Partnerships at LoyaltyPlant. Top Takeaways: • There is an engagement crisis happening among marketers. Most marketers have the proper tools, but they ar...

Know Your Customers. Understand Your Customers. Keep Your Customers. Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs Featured Interview: How are you using Artificial Intelligence to better understand your customers? Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the...

Create a Culture Where Employees Come First Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel” Featured Interview: How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church. The co-writers of “The Pinwhee...

The Seven Deadly Sins of Customer Experience Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader Featured Interview: Jeff Nicholson enlightens listeners to what he refers to as The Seven Deadly Sins of the Customer Experience Journey. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. Top Takeaways...