Amazing Business Radio

Shep Hyken speaks with consultant, speaker and bestselling author, Noah Fleming, about customer loyalty and his new book, “The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions.” Not only do they review the four steps of the customer experience, but they also provide tips to make every step a success and how that leads to customer loyalty. We all know tha...

Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nates defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers. He also shares his opinion about how customer complaints are a gold mine, filled w...

Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more. Andy loves to be unique and surpri...

Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial. They discuss social customer service (social care) and how automated intelligence can help create better supp...

Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support. From self-service options to social media, from chatbots to AI, technology is changing how businesses and their customers interact. Roy shares how the best companies know to n...

Shep Hyken speaks with Merrick Rosenberg, CEO of Take Flight Learning and author of "The Chameleon: Life Changing Wisdom for Anyone Who Has a Personality or Knows Someone Who Does." They discuss how understanding your customers better will lead to a better customer experience. Merrick shares his versions of the DISC behavioral style types, using birds (yes birds) to reference each style. He explai...

Shep Hyken speaks with best-selling author, blogger, speaker, and podcaster, Peter Shankman. They share stories about some exceptional customer service experiences and how to create loyal fans. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans. He also discusses his upcoming book, Faster Than Normal; Unlocking the Gifts of a...

Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what deserve as a customer. They discuss how the secretes to getting better customer service, how to reach the CEO of a company when you have a problem, the misconceptions of “loyalty” programs and more. Elliott has earned the reputation of “every customer’s best friend.” He not only has four synd...

Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty. Before Pypestream, Donna was Chief Customer Officer at AIG Property and Casualty, where she was responsible for leading communication, management, ser...

Shep Hyken speaks with blogger, speaker, DJ, and bestselling author, Doug Sandler. They discuss his book, “Nice Guys Finish First.” Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio! Learn more about your ad choices. Visit m...

Shep Hyken speaks with the author of one of his favorite customer service books, professor, speaker and world famous author Dr. Michael LeBoeuf. They discuss his timeless classic that was well ahead of its time titled, “How to Win Customers and Keep Them for Life.” Dr. LeBoeuf was a pioneer of his industry, who was discussing the customer experience well before it was a trend. He shares expert adv...

Shep Hyken speaks with leader, innovator, call center educator, and co-founder and CEO of Fonolo, Shai Berger about improving customer support. They discuss some of the friction points customers have when dealing with companies, and Shai offers great tips and solutions for eliminating these pain points. Do you want to provide a better customer support experience? You should, and this episode of Am...

Shep Hyken speaks with writer, speaker, and the President of International Customer Service Association (ICSA), Bill Gessert about National Customer Service Week. (This year the dates are October 3-7, 2016.) They discuss the background and history of this week, which includes a Presidential Proclamation, and discuss the importance of appreciating both your external and your internal customers (the...

Shep Hyken speaks with founder and CEO of Beyond Philosophy and bestselling author, Colin Shaw. They discuss Colin’s new book “The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level.” Colin shares tips to help you understand your customer’s behaviors and how you can use that to increase sales. Is customer service important to you? Is sales important to you? The...

Shep Hyken speaks with fellow customer service expert, keynote speaker, and author, Adam Toporek. They discuss Adam’s new book, “Be Your Customers Hero: Real World Tips & Techniques for the Service Front Lines.” In addition, Adam shares seven service triggers that can ruin the customer’s experience and the importance of avoiding them. So, if you want to be your customer’s hero, don’t miss this epi...

Shep Hyken speaks with James Gilmore, co-author of, “The Experience Economy,” one of the best business books of all-time. In this episode of Amazing Business Radio, Shep talks to Jim about his latest book, “Look: A Practical Guide for Improving Your Observational Skills.” Jim shares tips on improving your observational skills and how to gain different perspectives that will help you become more su...

Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR). Bu...

Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” Bob also shares some best practices for customer service and what is necessary to ensure a successful customer service strategy. If you want to create more customer loyalty (and...

Shep speaks with branding expert, author, and professional speaker Bruce Turkel about how to brand your company for customer service. Bruce shares important tips and tools from his new book, “All About Them,” as they discuss the influence your customers have on your brand and how properly branding your company is essential for success. Listen to this episode of Amazing Business Radio and learn how...

Shep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. In this high-content packed interview, they discuss seven deadly “sins” of the customer experience. Annette shares tips that can help you prevent some of these deadly sins. Annette is also an expert in customer journey mapping and gives us s...

Shep Hyken speaks with the CEO of 360Connext, keynote speaker, and Certified Customer Experience Professional (CCXP) Jeannie Walters, on improving customer experience. They discuss customer experience mission statements, customer expectations, and how to improve everyday interactions. Jeannie shares her expertise, as a leading authority on microinteractions, and how by improving these seemingly mi...

Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service. Tricia shares stats and facts from Microsoft’s State of Global Customer Service Report and how customer service is changing globally. They talk about how customer expectations are changing, and just...

Shep Hyken discusses social customer care with Dan Gingiss, head of digital marketing for a Fortune 100 healthcare company, expert on social media & social customer care, and co-host of the “Focus on Customer Service” podcast. Dan shares his thoughts on the impact that social media is having on customer service and provides tips on how to deliver a better customer experience by using social media....

Shep Hyken speaks with Twitter’s Senior Marketing Manager, Jeff Lesser, about how to use Twitter for customer service. More and more customers are posting comments and questions for companies on Twitter. It is becoming a viable customer service channel as an alternative to email and the phone. Jeff shares several best practices and new tools that Twitter has created especially for customer service...

Shep Hyken speaks with John Ruhlin, the number one Cutco Knife salesman in the world and author of his new book “Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention.” John shares gift giving strategies and ideas for you to use in both your personal and business life. John has taken the act of gift giving and turned it into an art. Do...