Amazing Business Radio

AI Fuels Virtual Assistants in the Customer Service World Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service Featured Interview: How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intell...

Turn One-Time Purchasers Into Lifelong Customers Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again” Featured Interview: How would you like to never lose a customer again? Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Nev...

Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year? Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience. Steve shares how information about roughly 35 million customers’ information each year are put into a database, so that each and every ti...

When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving. Shep speaks with Josh Liebman, an expert in handling complaints. Josh...

There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely? Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction. Featured Interview: Shep talks to Mikhail abo...

It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction? James Dodkins shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus. Featured Interview: Shep speaks with James Dodkins about...

How would you like to be able to anticipate your customers’ needs before the even ask? Featured Interview: Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage, in which he explains how to predict what customers need rather than simply waiting to be asked. They discuss understanding the difference between anticipato...

Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager, a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company, Every employee must understand how they fit into...

How would you like to be the Nordstrom of your industry? Well stay tuned and you’ll learn tips to help you do just that! Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. Ro...

Are you looking to deliver a better customer experience? Then you are in the right place! Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. and K.I.S.S. can help you create better customer experiences for your o...

Do your customer facing employees have everything they need to do their jobs properly? Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships. Featured Interview: Shep and Murph Krajewski discuss how Sharpen started by wanting to fix the root problem in customer...

How would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an importa...

How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. Featured Interview: Shep begins the interview...

How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone. He explains how managers and individuals can be thought of as a...

How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. First Up: Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the to...

First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow, and how to improve your customers’ experiences. Featured Interview: Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. The interview begins with Gadi sharing some background on himself and  Talkdesk, a cloud based contact center platform that connects the...

How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems, about how AI technology will help companies serve their customers even better. First Up: Shep Hyken’s opening comments focus on artificial intelligence and how it can use data to create meaningful interactions...

How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: 1. That you know...

What should you do when someone posts a negative review about your company or your products or services? Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation. First Up: Shep Hyken’s opening comments focus on why it is important for any business, not just a retail or online business, to protect their online reputation. There are...

Are your employees fulfilled, appreciated, and understood? Shep interviews Carol Lee Andersen, the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so. First Up: Shep starts off by introducing Tiny Pulse, a company that has created a simple software pro...

Would you like to know how to better handle difficult customer service situations? Shep interviews Laura Baxter, author of Dealing with Divas and other Difficult Personalities: A Mindful approach to Improving Relationships in Your Business or Organization!. First Up: Shep begins the show by discussing difficult customers. He briefly goes over his Five Step Process to dealing with customer complain...

How do you create a customer experience that doesn’t just get business, but keeps customers coming back for more? Shep Hyken interviews customer experience futurist, Blake Morgan, about her life, her book, and how to do more for your customers. First Up: Shep discusses his history with Blake, compares her book “More is More” with his amazement concepts, and mentions the importance of exceeding cus...

How do you increase your influence with your customers? Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing. First up: Shep...

What makes Amazon great? Shep Hyken interviews John Rossman, author of The Amazon Way: 14 Leadership Principles of the World’s Most Disruptive Company and former executive at Amazon. John shares how Amazon creates a culture of operational excellence and innovation – and why you should, too. First Up: Shep Hyken’s opening comments focus on Amazon, and how when it started, it was only selling books....

How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It. First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers. The reason that Amazon has become so successful is that they have devel...