Amazing Business Radio

How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance? Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers. First Up: Shep Hyken’s opening comments focus on how delivering gr...

What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization. First Up: Shep Hyken begins his opening comments by asking, how easy ar...

How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance. Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues. First Up: Shep Hyken begins his opening comments by asking, “How much does bad service...

A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. First Up: Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers. Delivering convenience is going to be the battleground...

Can listening to your customers’ needs and wants actually provide a new strategic direction for your business? Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback. First Up: Shep Hyken’s opening comments focus on 1-800-Flowers’ competitive strengths, which all...

Can your business do better by doing good? Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work, who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees. First Up: Shep Hyken’s opening comments focus on the benefits of being part of something bigger than...

Are you obsessing about taking care of your customers? If not, maybe you should! Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers. First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. Customer loyalty should be a year...

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge. First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?...

Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused? Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. First Up: She...

Do you want to embrace technology and provide your customers a better experience? Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group. First Up: Shep Hyken’s opening comments focus on how companies are currently incorporating artificial intelligence into their customer experience. For example, 1-800 Flowers uses GWIN, which is powered by IBM’s AI system k...

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. First Up: In...

What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Shep Hyken interviews Keith Pearce, VP Product Marketing, Salesforce Service Cloud. Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. First Up: Shep Hyken’s opening comments...

What is the best way to improve your customer experience? Shep Hyken interviews the Chief Customer Experience Analyst and Founder of Interaction Metrics, Martha Brooke, who says she thinks about customer experiences differently. "Experiences can be measured,” Martha says, “and measuring is how you improve—but only if your measurement is sufficiently nuanced." First Up: Shep Hyken’s opening comment...

Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology? Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to create a better customer experience. First Up: Shep Hyken’s opening comments focus on how it is reasonabl...

What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries. How have companies in other indus...

What thinking goes into creating an amazing customer experience? Shep Hyken speaks with Lynn Hunsaker, who talks about a mistake that companies typically make in this process. First Up: Shep’s opening monologue takes a look at two companies that truly understand the customer experience. First is Olark, a live chat software company, that chose not to hire a person dedicated to handling customer ser...

Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first... Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the...

Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business? Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why . . . The purpose of entertainment is to create the desired emotional response from the audience. As business people, we need t...

Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence? Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.’” In other words, your employees may be doing what they were hired t...

Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way! Shep talks with Chad Keck, CEO and co-founder of Promoter.io, about a simple but scientifically proven method of measuring customer sati...

What will brands and businesses need to do in the future to be successful? Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell. Think about the entire customer experience. The customer experien...

Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed. A successful customer experience will not happen by...

Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them. Yet, the ability to get all of...

Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? Shep Hyken speaks with Scott Friedman, Certified Speaking Professional, and past president of the National Speakers Association (NSA) about his book, Celebrate! Lessons Learned from the World’s Most Admired Organizations. Scott says that your organization must be charac...

Shep Hyken interviews Help Scout’s Customer Evangelist, Mat Patterson, about the difficulties of maintaining great customer service while your company grows. While the focus is on growing companies, Mat shares some amazing tips for creating and maintaining great customer service that can be applied to any company. As an organization grows, this episode of Amazing Business Radio is more important t...