Creating a Company Identity That Transforms Customer Experience  Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise?  What is the role of branding in enhancing the customer experience?  How can businesses define their brand to impact customer relationships meaningfully?  How does empowering employees align with a company's brand promise?  Why is it important for employees to share the same values as the brand they work for?  Top Takeaways:    A brand promise is a company's commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.     A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time.    Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.     In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto "Just Do It," and Patagonia focuses on sustainability.    Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles.    Companies should identify which touchpoints are "table stakes," meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the "moments of truth," the interactions that emotionally impact customers and can significantly deepen relationships.     Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in!  Quote:   "When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company's identity, the common set of truths the organization needs to deliver to create value for its customers and employees."    About:    Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada's leading advocate for physical activity.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Building a Brand Customers Love  Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy?  What role does customer experience play in brand loyalty?  What are the key elements of a logo or brand identity that influence customer experience?  Why is it essential for brands to infuse emotion into their visual identity systems?  How should companies handle feedback to improve their brand's customer experience?  Top Takeaways:      Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.     Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon's smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.      In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client's specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business.    Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience.    Creating a brand involves more than just a name or logo. It's about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That’s part of the customer experience.    The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.    Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in!  Quote:   "To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers."    About:    Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Leveraging Technology to Create Personalized Experiences  Shep Hyken interviews Anurag Dhingra, SVP and General Manager of Cisco Collaboration. He talks about using AI to bridge the gap between consumer expectations and satisfaction by enhancing both customer and employee experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction?  What role does artificial intelligence play in enhancing customer service interactions?  What are the benefits of proactive communication in customer service?  How can AI-driven tools support customer service agents in delivering better service?  Why is it important for companies to prioritize customer experience over cost optimization?  Top Takeaways:    There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.     Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively.    Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.     Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty.    In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.     Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them.    Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in!  Quote:  "Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer."  About:    Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco's Human Rights Advisory Council and the founder of Cisco's Responsible AI initiative.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers  Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations?  How does AI contribute to transforming contact center agents into brand ambassadors?  Why is empathy important in customer service interactions, and how can AI complement this human trait?  How does the implementation of AI tools impact companies' return on investment?  How does generative AI reduce labor costs in contact centers while maintaining human involvement?   Top Takeaways:     AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.    Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.     AI isn't about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.     Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer's history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.     AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.     Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!  Quote:   "Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low."    About:    Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9's Genius AI portfolio.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Customer Support with Technology and Empathy  Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a better customer service experience?  How can businesses balance automated customer service solutions with human interactions?  What strategies can support remote customer service employees in delivering consistent experiences?  How do self-service solutions impact the overall efficiency of customer service operations?  How essential is a strong company purpose in driving customer satisfaction?  Top Takeaways:    Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.     High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.    Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real time.    Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.    A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company's values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.    Plus, Derek talks about eBay's innovative AI solutions to support employees and customers. Tune in!  Quotes:   "The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what's gone wrong, and how you can support the employees helping them."    About:    Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Aligning Business Goals with Customer Needs   Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR?  How do customer-centric OKRs help teams focus on the right tasks?  Why is it important for businesses to align their objectives with customer-centric goals?  How does measuring customer behavior contribute to better customer satisfaction?  How can understanding customer patterns help prevent client defection?  Top Takeaways:    OKR is an acronym meaning Objectives and Key Results. They are a strategic framework for setting clear goals and measuring outcomes. By having clear goals and knowing what results are expected, everyone in the organization moves in the right direction. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand.     Objectives are qualitative goals describing the end state you want your customers to experience. For example, you want to offer the best product or be the easiest to do business with. The key results are the quantitative measures of human behavior that tell us we've achieved that state. It answers: What will your customers do differently, and by how much?     Customer satisfaction is important, but understanding customer behaviors is crucial. Often, dissatisfied customers stop using the product. They show up less often. They spend less money. They stop telling their friends about it. If you can understand these patterns of your customer's behavior, you can proactively take action before it becomes a problem.    Determine which behaviors (trying out products, asking more questions, etc.) will deliver the results that your company is looking for. Then, create an environment, a system, a service, or a store that positively amplifies those behaviors for the customer.    Providing your team with the objectives and allowing them to figure out the best way to achieve them communicates that you trust your employees to use their skills to meet customer needs.     Not all strategies will work from the start. Organizations need to develop a culture of learning. It allows teams to learn from mistakes and objectively measure the success of an idea. Then, businesses can make informed adjustments and improve with each attempt.     Plus, Jeff explains why some employees end up working on the wrong tasks  and how organizations can avoid that. Tune in!  Quote:   "Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?"    About:    Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

How Personalized Customer Experiences Can Drive Business Growth   Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI's potential to enhance personalization and the impact of tailored customer experiences on business growth.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is true personalization?  How can AI enhance personalization?  How does personalization contribute to customer loyalty and satisfaction?  How can businesses balance personalization with customer data privacy concerns?  What are some common misconceptions about personalization in customer service?  Top Takeaways:    Personalization means using what you've learned about the customer from their past interactions to improve their future experiences.     True personalization is not just about using a customer's name or offering customized products. True personalization involves using customer data at scale to make their next experience smoother, faster, and more convenient.     There are some concerns among customers about data privacy and personalization. Businesses must first get the opt-in from their customers. Second, it is important to ensure personalized experiences are contextually appropriate to the customer's journey.    Respecting customer privacy can make or break a personalized experience. Businesses should collect first-party data (data from transactions) and zero-party data (data directly shared by customers) to create a more accurate and respectful personalization strategy.     Artificial Intelligence has the potential to significantly enhance personalization. It can analyze vast amounts of data to predict and suggest the next best actions for customers, recommend products or services, and tailor customer service interactions.    Starting with personalization doesn't have to be complicated. Start by identifying one area where personalization can have the most impact and using available tools and technologies to implement it.    Mark also shares The Five Promises of Personalization, a practical way to think about how you deliver great personalization.    Empower me: Start with the customer. How are you helping them solve problems or fulfill a need?    Know me: To help a customer, you need to know them. Find ways to engage the customer and collect relevant data in between.    Reach me: Use AI to know how to reach out to your customers and what messages are most appropriate and relevant to send them.    Show me: Build a content library and use content management systems and automation to deliver personalized content at scale.     Delight me: Make the personalized experience seem more magical.    Plus, Mark answers the question—Is true personalization an expensive thing to do? Tune in!  Quote:   "Personalization isn't just customization. Personalization is taking what you've learned about a customer in an interaction and making their next interaction better, faster, or more convenient."    About:    Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company's Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

AI's Growing Impact on Employee and Customer Experience  Shep Hyken interviews Jim Payne, Director of Product Marketing, Customer Engagement at RingCentral. He talks about how AI is transforming both customer and employee interactions by enhancing productivity and efficiency.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences?  Can AI be utilized effectively in smaller companies with limited budgets?  How does AI improve efficiency and productivity for customer service teams?  What is the impact of AI on employee retention?  What are the challenges related to integrating AI into existing customer service systems?  Top Takeaways:    Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.     The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations.    AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers.    By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support,  AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.     Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.     AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly.    By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality.    Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in!  Quote:   "AI supercharges people. It doesn't replace human-to-human interaction. It just makes everything better, faster, and easier."    About:    Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

The Impact of the Employee Experience on the Client Experience  Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive employee experience translate to a better customer experience?  What are effective strategies for reducing employee turnover?  How can businesses balance high-tech solutions with high-touch customer service?  How does stability in the workforce enhance overall customer satisfaction?  How does employee empowerment impact the quality of customer service?   Top Takeaways:    The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.     Using the word "clients" instead of "customers" can convey a deeper, more lasting relationship. While "customers" might imply a transactional relationship, "clients" suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.    Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.    Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients' names and remembering previous interactions.     Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.     The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.    Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!  Quote:   "The number one inhibitor of great service is turnover. If you can't stabilize your workforce, there's no chance you'll give great service."   About:    Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving  on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Effectively Integrating AI into Customer Service  Shep Hyken interviews Laura Burgess, senior research analyst at Capterra (a division of Gartner), a trusted software and services marketplace that offers a wide range of solutions to help organizations meet many of their business needs. She talks about how AI is transforming customer service and how organizations can balance digital interactions with the human touch to enhance customer satisfaction.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today's market?  How can AI enhance customer service experience?  How can businesses effectively implement AI in customer service?  Why is transparency when using AI in customer interaction?  How can businesses balance between AI and human support?  Top Takeaways:    Over the last two years, customer satisfaction (CSAT) scores have increased. A study by Capterra found that 63% of U.S. businesses have shown a marked improvement in customer satisfaction.     Customer expectations have risen due to the availability of multiple communication channels like the phone, email, chat, and social media. Today, customers expect quick, efficient, and instant responses. Technology plays  a significant role in meeting these expectations by providing faster service across multiple channels.    Transparency is key when it comes to customer interaction. Letting customers know that they are interacting with AI through notifications before the engagement and during interactions can build trust, comfort, and acceptance.    To optimize customer service, companies should leverage the strengths of both AI and human support. While human support is crucial to personalized interactions, AI excels in faster response times, handling repetitive tasks, providing 24/7 availability, and offering multilingual support.     AI will not eliminate jobs. It will disrupt job roles. Employees believe that, in the next five years, 52% of customer queries will be handled exclusively by AI. Customer service roles will evolve, with humans focusing more on strategic, empathetic, and more complex tasks.     Integrating AI into customer service isn't just about getting the latest technology. It requires training employees to use AI tools and understand AI insights effectively. This training also benefits employees by boosting their technical skills, making them more versatile and valuable to the organizations they work for.    As businesses continue to invest in AI, it's essential to continuously measure its impact on customer experience. Companies should focus on fine-tuning these technologies to deliver accurate and helpful responses while maintaining the availability of human agents for more sensitive or complex issues.     Plus, Shep and Laura discuss more stats from Capterra's 2024 Customer Service Technology Survey and how it shapes the future of customer service. Tune in!  Quote:   "Consumers are more demanding than ever when it comes to their interactions with companies, thanks to multi-channels of communication which enable faster services and instant responses."     About:   Laura Burgess is a senior research analyst at Capterra with specialized knowledge of sales and customer experience (CX). Capterra offers businesses over 90,000 solutions across 1,300 software types and 50,000+ service providers to choose from.     Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Implementing The 5 A's of Successful Customer Engagement  Shep Hyken interviews Brett Frazer, co-founder of Service Matters, LLC and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement. He talks about shifting customer service from a cost center to a value center and outlines the 5 A's framework  for adding value to every customer engagement.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center?  What are the potential long-term effects of prioritizing cost reduction in customer service?  Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?  Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership?  How can organizations best empower customer support agents?  Top Takeaways:    Customer service has evolved from being  a cost center to a hidden profit center. Focusing  on reducing investment in good customer experiences has  a long-term negative impact on customer loyalty and profitability.    Brett shares The 5 A's of Successful Customer Engagement.    Acknowledge - Acknowledgment is about empathy and addressing the customer's emotional needs. Acknowledge the customer as a person, their relationship to the company, and the problem and solution they seek.     Align - Listen, troubleshoot, and collaborate with the customer to reach the outcome that they are trying to achieve.    Assist - Provide the most appropriate options for the customer that are personalized to the situation that they are in.     Advise - Enable and empower your agents with knowledge and data about the customer so they can provide insights that add value.    Ask - Ask for revenue, actions, and information, and create awareness to increase the customer's lifetime value.    If you can't get leadership and key stakeholders behind the transformation of your organization's customer service and experience, it's not going to work.     The focus should not only be on providing immediate assistance but also on building long-term relationships with customers. Customer service is an opportunity to add value that creates customer loyalty and can significantly impact the organization's bottom line.    A great customer relationship hinges on understanding the customer's needs, empathizing with their situation, providing tailored solutions, and proactively seeking opportunities to add value to the customer experience.    Plus, Brett shares more tips and strategies from his book, Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement, to  help your organization save time and increase profits. Tune in!  Quote:   "Over the years, customer service has been considered a cost center. The focus was on how we could make customer service as cheap and as quick as possible. This mindset takes away from the intent of customer service and support, which is to provide a great experience to keep your customers coming back."    About:     Brett Frazer is a thought leader and expert in customer service and contact centers. He is the co-founder of Service Matters, LLC, and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Using the Hospitality Mentality to Shape Your Company Culture  Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is alignment within an organization important for the customer experience?  How has the customer landscape changed in the last 20 years?  Why does customer experience start with leadership?  How is employee engagement linked to the customer experience?  Why is brand identity crucial for an organization's customer experience?  Top Takeaways:    Customer experience is not just a function or a set of processes. It's not just some department or strategy. It is ingrained into the company's culture from the top leadership to every employee. It's in the DNA.     Everybody's job is important when it comes to customer experience. Every employee must understand how what they do impacts the customer, even if they're two or three places removed.    Over the last 20 years, customer decision has shifted to where it is 80% driven by emotion and values. Customers choose to do business with companies that share the same values and stand for the same social causes as them.    Communication has greatly evolved thanks to the internet and social media. Customers' thoughts about a brand can now be shared with millions of people in an instant. Companies need to ensure that their messaging is authentic to their brand identity and resonates with their audience.    Organizations used to have the majority of control over brand perception. They could decide how they want to be perceived and hire a company to pump out that message. Now, customers put more trust in what their friends, family, or colleagues tell them.      The customer focus should extend to the organization's internal customers as well. Every role, whether customer-facing or support-oriented, plays a part in shaping the overall customer experience. Customers, employees, service partners, and communities now shape how people think about a brand.    Customer experience should reflect the organizational brand identity. Every aspect of the customer journey, from arrival to departure, should embody the organization's values. Every action, whether customer-facing or behind the scenes, should reflect the company's mission. When everyone in the organization understands and represents the brand identity, it creates a consistent and compelling customer experience.     Plus, Alan shares examples of  customer experience from the hospitality industry (every type of business can benefit from a hospitality mentality.) Tune in!  Quote:   "A hospitality mentality helps drive customer experience. It is a brilliant training ground because you can learn a lot from that space and then apply it to other sectors."  About:    Alan Williams is the founder and managing director of SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Partnering with Customers to Co-create an Amazing Customer Experience   Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does digital transformation impact customer expectations and experiences?  What are the challenges and opportunities in personalizing the customer experience in a B2B environment?  How does the concept of digital-first change the way businesses engage and provide value to their customers?  What role does AI play in enhancing the customer experience and driving growth for businesses?  How can companies leverage technology and AI to provide customers with personalized insights and experiences that drive long-term loyalty?  Top Takeaways:     The customer experience is evolving rapidly across different industries. Customers today are more informed, empowered, and sophisticated. This has raised the bar for businesses to rethink and rebuild their customer experiences to align with the changing expectations.    When you build and enhance digital experiences together with your customers, you create something very special. You go from interacting in transactions to building a digital relationship. Companies must design intuitive and personalized digital experiences that align with customers' preferences and behaviors.    Even in the B2B world, we need to be focused on customers as if they're consumers because that's what they're basing their stories and expectations on. Customers compare you to the best experiences they've had across all industries, regardless of the type of business are industry they are in.    Personalization is powerful in building a great customer experience because when customers engage with brands who know them, what they are likely to do, how they want to engage, and what they need, that signals that the company is where they can continue to get value. That reliability creates trust.  (This was confusing. I think adding the “them” helps. Agree?)    Partnering with your customers is personalizing the relationship to the point where you understand so much of what your customers want and need that you can make the suggestions that will enhance their experiences, improve their businesses, and choose you over the competitors.    The integration of AI in customer service should not be viewed as a replacement for human interaction but as a means to enhance and support human ingenuity.     The future of customer service lies in transforming the entire organization's mindset. It is about instilling a culture where every employee understands their role in delivering an exceptional customer experience—raising service levels and delivering value across the board.    Plus, Shep and Elisabeth discuss more ways to leverage AI in customer service and experience. Tune in!  Quote:   "There is a significant shift in terms of who our customers are. They are much more sophisticated, informed, and empowered. They are expecting a seamless experience from start to finish."     About:    Elisabeth Zornes is the Chief Customer Officer of Autodesk. She oversees Consulting, Customer Success, Partner Success, Product Support, and Renewals to help businesses drive innovation for their customers.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity  Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses  why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for brands to understand and orchestrate the customer journey?  What are some common pitfalls that lead to broken customer journeys?  How has technology changed the approach to customer journey mapping?  How can AI tools empower professionals to expand their roles?  Why is it essential for brands to break down silos within their organization?  Top Takeaways:    Broken customer journeys result from multiple departments working in silos without integrated communication. Each department may have its automation system, which may lead to conflicting or uncoordinated customer experiences. By breaking down these silos and working towards a centralized system, your company can ensure a unified and smooth customer journey.    Businesses need to prioritize customer needs and experiences over pushing products or campaigns. When making decisions, even the tough ones, it's important to consider how these changes will impact customers and how to communicate them effectively.     You will not always make decisions that will make your customers happy. For example, raising prices is not an easy topic to discuss with customers, but it is, at times, necessary. Acknowledge how it impacts your customers and communicate it with them.    Traditional journey mapping focuses on creating an ideal journey for most customers, often neglecting outliers. With today’s technology, businesses can personalize the customer experience at scale, catering to individual preferences and needs.    AI can empower “positionless professionals”, encouraging individuals to expand their skills beyond their specializations. With AI tools, employees can take on tasks outside their usual roles, becoming more versatile and adaptable. This adaptability can result in faster execution, better employee experiences, and better customer experiences.    Extending personalized experiences beyond physical interactions, such as at a reception desk, to online platforms can significantly enhance the customer's perception of the brand.    Plus, Shep and Rony discuss why "breaking down silos" is still a hot topic for organizations after decades. Tune in!  Quote:   "Do your marketing from a customer point of view, not from a product point of view. "  About:    Rony Vexelman is the Vice President of Marketing at Optimove. He is a seasoned professional in multichannel marketing and customer engagement platforms.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Seamlessly Combining AI, Human Touch, and Data in Customer Experience  Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses effectively balance AI and human interaction in customer service?  What are the most effective strategies for leveraging AI to enhance customer experiences?  Why is it important to prioritize long-term customer relationships over individual transactions?  How can AI tools provide hyper-personalized service to customers?  How can businesses effectively handle after-hours customer calls using AI tools?  Top Takeaways:    Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.     When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.     Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company's website to get the contact information. Once they click on "Contact Us," they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies.    The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.     While many customers still prefer traditional phone customer service, there's a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences.    AI can handle a large percentage of "one shot, one kill" questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can't replicate.     By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS).    Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in!  Quote:   "The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market."    About:    Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Building High-Performance Teams through Inclusion, Diversity, and Equity   Shep Hyken interviews Jonathan Stutz, President of Global Diversity Partners, Inc. and author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging. He shares daily practices and strategies for inclusive leadership that create a workplace where employees feel seen, heard, and valued.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can internal culture impact the external customer experience?  How can inclusivity and diversity contribute to creating high-performance teams?  What are SMARTIE goals?  In what ways can leaders focus on inclusion first to build a culture of belonging and positively impact the customer experience?  How can leaders manage difficult conversations in the workplace to promote inclusivity and equity?  Top Takeaways:      Internal culture and employee experience are the foundation for enhancing customer experience. When employees feel valued and connected to their managers, coworkers, and the organization they work for, it positively impacts the quality of service and engagement with customers.    Building an organization's strong and welcoming culture is about making employees feel understood and valued. When this happens, trust between employees and leaders, managers, supervisors, and fellow employees dramatically increases. Establishing trust lessens employee churn. If you want to keep your customers coming back, you must ensure that your employees also look forward to returning to work.     Creating an inclusive and diverse workplace is about building high-performing teams that represent the perspectives and backgrounds of employees and customers. It is not about complying with a quota or hiring diverse employees for the sake of appearing diverse. It is about opening up opportunities for everyone and hiring the best people.     The IDE (Inclusion, Diversity, and Equity) approach emphasizes prioritizing inclusion first, followed by diversity and equity. When employees feel safe, welcome, and comfortable being themselves, they set the stage for attracting and retaining a diverse and engaged workforce.    We all benefit from a diverse, inclusive environment. It's not about one person winning and another losing. Instead, it's about leveraging various perspectives and experiences to benefit the customers, the employees, and the company.    Plus, Jonathan shares practical tips that leaders can start doing today to create a culture of belonging. Tune in!  Quote:   "Employees that feel connected to their managers and coworkers and feel as if they are seen, heard, and understood, give more of themselves to the organizations and their customers."      About:     Jonathan Stutz is the Founder and President of Global Diversity Partners, Inc. He has over 25 years of experience in leadership roles at companies such as Amazon, Microsoft, and Zulily. His book, Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, is now available on Amazon.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Tips for Training Teams with a Hospitality Mentality  Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What does "Hospitality Mentality" mean?  What is the difference between customer service and customer experience?  How can businesses create a memorable last impression for customers?  Why is a values-based education important in shaping employees' customer behaviors and interactions?  How do you equip frontline team members to deliver an exceptional customer experience?  Top Takeaways:    Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer's journey, from the moment they walk in to the moment they leave, is an opportunity to amaze.    Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back.    Michelle shares the 3 E's of Customer Experience:    Expectation: What does your marketing say about you? What are you creating in your customers' minds?  Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?   Evaluation: What are your customers thinking about your business as they walk out the door?  When we live out our company's values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn't align with our values, we can call it out with clarity and proper discipline.    Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced.    Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce.    Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in!  Quote:   "Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don't even meet the expectation, they will certainly not come back."    About:    Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

How Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety   Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does connectivity boost customer experience?  How does poor cellular connectivity affect the customer experience in commercial and retail buildings?  What role does boosting cellular signals play in ensuring public safety and first responder communication?  How does cellular connectivity impact customer decision-making and purchases in retail environments?  Why is seamless cellular connectivity essential for a positive customer experience in today's digital world?  Top Takeaways:    Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes.    Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment.  The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses.    Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives.    Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers.    Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in!  Quote:   "Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more."    About:    Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless experiences.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Creating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences  Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can technology be authentic and empathetic in improving the customer experience?  How can companies maintain a balance between human-to-human interactions and technology?  Why should companies prioritize culture and organizational health before focusing on financial aspects?  How has the concept of AI evolved to prioritize authenticity and human augmentation?  What leadership principles are essential for guiding a company through transformation? Top Takeaways:      Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success.    Recognizing and leveraging an organization's "superpowers" drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge.    Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions.    Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve.    Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey.    Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in! Quote:   "Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers."      About:  Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Tips on How to Eliminate Friction for Your Customers   Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses identify and eliminate points of friction in the customer process?  How has the shift in customer behavior influenced the focus on understanding customer choices and social proof?  Why is customer service the most important marketing tool for brands?  How does prioritizing customer experience serve as a competitive advantage for businesses in today's market?  How has social media shaped brand perception?  Top Takeaways:      Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles.    While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research, we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand.    "Ridiculously easy" is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It's crucial to focus on providing a seamless and hassle-free experience for the customers.    Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as "be ridiculously easy to see," "ridiculously easy to reach," and more. Tune in!  Quote:   "What people say about our brand today is more impactful than what we say about ourselves."  About:    David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It's Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Get into the Customer Experience Mindset  Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer, and how to create a culture that prioritizes both employee and customer satisfaction.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can leaders in a company build a customer-centric culture from the top down?  How does employee satisfaction translate into a positive customer experience?  What are the keys to hiring and retaining employees who actively contribute to a positive customer experience?  What are the potential downsides of relying solely on customer satisfaction scores to gauge success?  How does company culture impact customer experience?  Top Takeaways:    In business, customer service and experience are not just strategies. They are a way of life. It's not just about how a company sells, but how it serves.     Companies that treat their employees well often provide better customer service. It's not just about what the company offers to the customers but also about how it treats its people. When employees feel valued and happy, they pass that positivity to their customers.    Long-term and short-term goals can go side by side. A successful leader understands the importance of balancing two opposing ideas — figuring out how to address immediate customer needs without losing sight of the organization's long-term goals.     Leading with a customer-focused mindset means putting in the work to elevate oneself first. Whether it is through music, exercise, meditation, etc., do what you must to elevate your own mindset so you can uplift your team and your customers.     The true measure of a company's customer service comes from the customers themselves. It's not about how high the numbers on your metrics can go. It's about creating experiences that make customers want to come back again and again.    Plus, Blake shares more insights from her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer. Tune in!  Quote:   "If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach."    About:     Blake Morgan is a customer experience keynote speaker, dubbed by Meta as "The Queen of CX." She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. She is the host of The Modern Customer Podcast.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Embracing Changing Customer Needs  Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does Nordstrom balance tradition and innovation to stay relevant?  How does a successful company prioritize social responsibility in its operations and community engagement?  In what ways can businesses maintain strong connections with their customers in an increasingly digital world?  How does social responsibility impact customer loyalty?  How does an organization instill a culture of empowerment and trust to enhance the customer experience?  Top Takeaways:     In its employee handbook, Nordstrom has only one rule: Use good judgment. It empowers employees by trusting their ability to assess a situation and make decisions based on their values. Nordstrom also empowers employees by sharing examples of what other excellent employees have done to solve problems.    Clear and transparent communication reassures both employees and customers. During challenging times, such as the pandemic, effective communication with leaders and stakeholders helps alleviate uncertainties, creates a sense of stability, and builds trust and confidence in the brand.    Customers prefer brands that support the same social causes that they care about. Social responsibility isn't just about giving back to the community but also about understanding and respecting diverse values and perspectives. Embracing social responsibility means adapting to the changing cultural landscape, from hiring practices to ethical consumption and sustainable business operations.     Building and maintaining strong relationships with customers is the foundation of business stability. Going above and beyond to satisfy customers' needs and create memorable experiences will result in positive word-of-mouth and enduring customer loyalty.    Balancing technology with personal connections and understanding the importance of human interactions is key to creating a differentiated and exceptional customer experience.    Timeless customer service stories from the past continue to inspire and are essential reminders of how businesses should serve their customers. These stories showcase principles that stand the test of time, emphasizing the significance of customer satisfaction and the impact of going above and beyond expectations.    Plus, Shep and Robert discuss the F.A.C.T.S. (flexibility, agility, communication, transformation, and social responsibility) of customer experience. Tune in!  Quote:   "Ultimately, it's about how your decisions positively impact the customer, not just the company."      About:     Robert Spector is an international keynote speaker, thought leader, and best-selling author. His book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, has become a business classic. His latest book, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service, is available now.    Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

A Good CX Starts With a Good EX - How to Create a Fulfilling and Meaningful Employee Experience  Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can every employee contribute to a better customer experience?  How can company leaders support successful customer experience investments?  What role does employee training play in improving customer satisfaction?  What are common staffing mistakes that companies should avoid for better customer service?  How are customer retention and employee retention similar?  Top Takeaways:    A Good customer experience starts with a good employee experience. The CX will never be better than the EX.    An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose.    The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business's success as delivering outstanding customer experience.    There is a quote that says, "You are the average of the five people you surround yourself with." However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company's and its employees' success. As leaders, we are responsible for creating a team that helps each other excel.    Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company's success.    Prioritizing employee satisfaction and fulfillment is essential for business success. Just as companies strive to fulfill their customers' needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees' growth and fulfillment.    Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company's commitment to delivering exceptional customer experiences.    Plus, Shep and John discuss what "hire's remorse" is and how to avoid it. Tune in!    Quote:   "The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers."     About:     John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.    Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Proactively Anticipate Customer Needs  Shep Hyken interviews Mikhail Naumov,founder and CEO of Paylode Inc. He discusses how businesses can enhance their customers' experiences by proactively addressing their secondary and tertiary needs, going beyond just selling their core products or services.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What role do perks and incentives play in driving customer behavior?  How can businesses elevate customer experience and create additional value for their customers beyond their core products and services?  What challenges do businesses encounter when trying to provide complementary products and services to their customers?  How can businesses use special offers and benefits to motivate and reward their customers?  How do businesses in the B2C and B2B worlds differ in their approaches to offering additional value to their customers?  Top Takeaways:    Proactively anticipate and address customers' needs beyond your core product or service. Customers often face secondary and tertiary problems after making a purchase. Meeting them where they are and helping them solve these additional problems thoughtfully can create strong loyalty, engagement, and gratitude that can earn you customers for life.    By offering customers something outside of, but related to, your typical value proposition, you uplift their experience. This approach can set you apart from your competition and make your business stand out.    Every interaction with a customer is a chance to provide value. Businesses can take advantage of these opportunities by offering complimentary perks or rewards to engage, motivate, and reward customers for specific desirable actions.     When businesses want customers to take certain actions that benefit the business, they should consider what's in it for the customer. Rewarding customers for desired actions can be a cost-effective strategy (and sometimes free) that provides value to the customer and the business.    Building and implementing a framework for offering complimentary perks and engagement programs doesn't have to be overwhelming. With the right platform, businesses can streamline the process and launch loyalty programs efficiently, creating a seamless experience for both the business and the customer.    Plus, Shep and Mikhail discuss how companies in the B2B and B2C industries can best utilize customer perks and rewards. Tune in!  Quote:   " Your job may begin and ends with the sale, but customers often have secondary and tertiary needs that you may want to  proactively address."      About:    Mikhail is the Founder & CEO of Paylode Inc and has been recognized by Forbes Magazine in the "Forbes 30 Under 30" list. He is the best-selling author of AI is My Friend: A Practical Guide for Contact Centers.     Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Customer Experiences One Interaction at a Time Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Will AI replace human employees?  How can AI and human employees work together to enhance customer service?  Why should companies prioritize customer experience?  What is the role of AI in improving the interaction between employees and customers?  In what ways can AI personalization impact customer loyalty and retention?  Top Takeaways:    The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.     Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience.    Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.     Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.     The employee experience is closely linked to the customer experience. If the employees are unhappy and don't feel they have the right policies and tools, your customers will not have a good experience.    AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers.    Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer's only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships.    Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in!  Quote:   "Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively."  About:    Brian Higgins is Verizon Consumer Group's Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing customer experiences.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

How Curiosity and Innovation Can Transform Your Business  Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively challenge the status quo to drive innovation in customer service?  What is the "challenger mindset"?  How can storytelling culture contribute to a company's success in customer service and experience?  What drives improvement and innovation in business?  Why is it essential for companies to create products tailored to their customers rather than finding customers for their products?  Top Takeaways:    An insatiable curiosity and a commitment to innovation enable leaders to constantly seek new ideas and solutions that create value for their employees and customers. This is how leaders remain relevant and impactful as their business  grows.      Creating a storytelling culture within the organization is an amazing tool for engaging customers and employees. It builds a culture that resonates with its audience and strengthens emotional connections.    Adopting the challenger mindset or zigging while others are zagging doesn’t always mean contradicting every idea. It means questioning the status quo and driving continual improvement. Leaders must promote an environment where employees are encouraged to challenge prevailing norms and seek opportunities to do things differently. This can lead to unique solutions and fresh approaches that set a business apart.    Shift from finding customers for your products to finding products for your customers. This customer-centric approach focuses on understanding and addressing the needs of your customers.    When hiring, prioritize individuals who embody a customer service-focused mindset. Seeking out employees who not only have the necessary technical skills but also demonstrate genuine care and approachability toward customers can significantly transform your business.    Plus, Joseph Michelli shares how the inspiration for his book, David and Aidan Tudehope of Macquarie Technology, has achieved great success by challenging the status quo of their industry. Tune in!  Quote:   "It's not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers."    About:    Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now on Amazon.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Optimizing Process, People, and Technology to Create a Better Customer Service Experience  Shep Hyken interviews Joseph Walsh, Vice President of Product Marketing for GoTo. He shares the Four Phases of the Contact Center and the significance of placing customer experience at the heart of your company's operations.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the four phases of a customer service center's life cycle?  Why is it important to understand customer demands in the context of social media and other communication channels?  Why is it essential for companies to balance their technology, people, and processes?  How can organizations evaluate and improve customer service to increase revenue and better serve customers?  What potential risk do organizations face when they fail to focus on improving customer experience?  Top Takeaways:    Managers and CX leaders must listen to what's happening on the frontline and how customers interact with agents on the phone, chat, or AI. Find out where your frontline is excelling and what its shortcomings are. Analyze conversations, not just to grade but to determine if you are doing what is best for your customers.    Joseph shares the Four Phases of the Contact Center.    Phase 1 is all about customer-initiated conversations. Agents field multiple calls and answer queries following a script. The tech is often very limited to the standard phone system. There is little room for creativity, and it is all about compliance.    Phase 2 is about collaboration. Beyond the phone system, more technology and communication channels are introduced into the conversation. The CRM platform is integrated, so agents, subject matter experts, and everyone in the company are on the same page and can work together on the customer journey, products, and pain points.     Phase 3 is about entering the digital experience and growth. Customers and agents are using a full array of communication channels, such as web chat, social media, email, and more, that work seamlessly together.    Phase 4 is about automation, AI, self-service, and sustained growth. Customers are empowered to find answers and solve problems on their own through online portals and interactive web chats. Companies are finding ways to reduce repetitive tasks for agents and deliver faster answers to customers, resulting in a better experience for both.    Customers now turn to social media to seek help or voice their frustrations. If your company is on social media, embrace the entire medium, the people who use it, and their expectations.    Customer service is about more than fixing issues. It's about enhancing the overall customer experience. Businesses can continuously evaluate and improve their customer service strategies, increase revenue, and build stronger customer relationships.     Plus, Shep and Joseph discuss the top channels for customer communication. Tune in!  Quote:   "To answer customer needs, you need the entire company working together. It's about ensuring an organization can answer all customer queries and answer them the best they can."    About:    Joseph Walsh is the Vice President of Product Marketing for GoTo. He helps organizations improve customer and employee experience and grow revenue by embracing digital technology.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Why Trust, Readiness, and Humanity are Important in Crisis Management  Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture.  NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and  humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.      This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can effective crisis management contribute to a company's success and customer experience?  How can leaders effectively prepare for and navigate crises in their organizations?  What lessons can leaders learn from military training to enhance their organization's readiness for challenging times?  How can leaders effectively build trust within their organizations?  What role do empathy and humanity play in customer service and crisis management?  Top Takeaways:    In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.     After an organization successfully handles a crisis or a "down day," the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way.    Consistent training contributes to an organization's culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis.    Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company's mission and values.    Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization's culture and their leaders' intent.    Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in!  Quote:   "Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis."    About:    Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Empowering Customer Interactions and Employee Engagement  Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is customer experience being transformed using AI?  What are the evolving communication channels and customer support preferences in today's digital landscape?  What impact does AI have on job roles in the customer service industry?  How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions?  What role does AI play in balancing human and AI-driven customer support?  Top Takeaways:    The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.     Businesses thrive when they prioritize creating a positive customer experience. A company's success is directly tied to its ability to make customers feel valued.      Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement.    The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions.    The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers' preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers.    Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in!  Quote:   “A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.”    About:     Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Acquire and Keep Clients for Life  Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies create elevated experiences at every touch point for their customers?  How does the concept of "lifetime value" impact customer-focused decision-making?  What's the significance of emotional engagement in driving customer loyalty and revenue?  How can small, personalized gestures impact the customer experience?  How does cultivating relationships with customers contribute to long-term profitability?  Top Takeaways:    There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic.    Understand your customers' lifetime value (LTV). By recognizing a customer's potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.     Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities.    Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty.    Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in!   Quote:   "What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement."    About:     Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

How Building Resilience Can Positively Impact Customer Service  Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can practicing resilience impact customer service and experience in the workplace?  What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty?  How can companies transform a transactional customer interaction into a lasting connection?  What are some effective strategies for leaders to create an exceptional customer experience through their employees?  How can a company build an emotional connection with its customers in a crowded market?  Top Takeaways:    Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty.  See them as guests.  Personalize the experience.  Anticipate their needs.  Respond immediately.  Keep them loyal.    The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.     Resilience is important in both personal and professional life. It's about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?”    Recognizing and acknowledging your employees' efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.     Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance.    Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in!  Quote:   "Those who get the customer experience right make it common practice. It's a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers."    About:    Simon T. Bailey is the world's leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Seamlessly Implement AI into Your Customer Support Process  Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does AI impact customer experience and satisfaction?  What are the key considerations for businesses when testing and implementing AI in customer service?  What role does knowledge management play in shaping the quality of AI responses in customer service?  How can AI help in providing a personalized customer?  What are the challenges and benefits of implementing AI in business?  Top Takeaways:    Artificial intelligence (AI) is changing  how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company's specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees.    Implementing AI into business practices doesn't have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It's important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company.    Some companies make the mistake of creating a solution that's great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout.    Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don't put together a solution, be it AI, self-service, or any other type of technology, without an end in mind.    The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency.    Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in!  Quote:   "AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out."    About:    Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Elevate Customer Experience and Strengthen Loyalty  Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What five steps are crucial for creating a five-star customer service experience?  How can language and tone significantly impact customer service interactions?  What are the potential drawbacks of companies relying solely on AI and technology for customer interactions?  How does the human touch impact customer experiences in an increasingly tech-driven world?  How does service recovery contribute to building customer loyalty and trust?  Top Takeaways:    Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips!    #1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers.  #2 Use your customer's name. Break down those walls immediately to create that instant connection.  #3 Be genuine. Customers want to know that you care, not just that you have to care.  #4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience. #5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence.  Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit.     While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience.    Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in!  Quote:   "Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue."  About:    Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER Experience.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

The Impact of “Customer Research” on Achieving Customer Success  Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for companies to understand the specific needs of their customers?   How can unstructured data from customer conversations be transformed into actionable insights?   How can companies use conversational research to gain insights and improve the customer experience?  How can companies effectively leverage customer feedback from call center recordings for improvements?  How do companies use customer feedback to enhance products and services and better serve customers?  Top Takeaways:    Customer success in any business is about making your customers successful so that they can, in turn, be more successful with their clients. It means understanding your customers' core needs and matching them to a solution. The goal is to focus on how often the product or service is used and how it helps the customer succeed in their role and achieve their objectives.    Researching customer insights is not limited to a specific role or department. It's something that everyone in a company can do to help improve products and services. This allows various teams in a company to learn more about their users and build their products or services accordingly.    Organizations are increasingly recognizing the importance of understanding customer feedback to inform decision-making. By analyzing and understanding customer conversations, companies can gain valuable insights that inform product development, customer support enhancements, and overall business decision-making.    Self-service customer support is becoming increasingly important. Many customers prefer to resolve their issues without interacting with a support team. Companies must create a seamless customer experience where customers can find answers to their questions without interacting with a support representative.    Transforming complex, unstructured data into actionable insights is key to helping teams build products their customers love. This involves taking conversations with customers and consolidating them into understandable insights. By making customer insights accessible and actionable, organizations can continually leverage this information to enhance their products, services, and support systems.     Plus, Sara shares what every customer success manager needs to know. Tune in!   Quote:   "If you're confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it's worth prioritizing."    About:    Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Embracing AI for Marketing and Customer Experience  Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies use AI effectively to enhance customer experience?  How can businesses leverage multichannel marketing to increase customer engagement and retention?  Why is it important for marketers to balance personalization with customer privacy concerns?  What are the fundamentals of marketing and customer engagement that businesses should prioritize?  What role does AI play in unleashing creativity and improving customer experience?  Top Takeaways:    Effectively connecting with customers is a crucial aspect of marketing and customer service. Understand where your customers are and what tools and data are available to create personalized experiences. The goal is to provide value to the customers and meet their expectations while respecting their privacy and preferences.    Keep focusing on the fundamentals when it comes to customer engagement. Just like in sports, where great athletes consistently work on the basics, we should do the same. Our fundamentals include understanding our customers, communicating with our customers, and serving our customers.      It's essential to be where the customers are and experiment with different channels to understand their preferences and effectively engage with them. Using multiple channels, such as email, SMS, push notifications, and other emerging platforms, can improve customer relationships and increase retention and conversion rates.     One of the top trends that The 2024 Global Customer Engagement has discovered is that creativity and strategy work together with AI. Artificial Intelligence and technology can help automate processes, allowing marketers and customer support agents more time to focus on creativity and strategy. This can include automating repetitive tasks, enhancing analysis, and predicting customer segments. You can access The 2024 Global Customer Engagement for free.    Companies should aim to find the right balance between personalization and avoiding the "creepiness factor" by understanding and meeting customer expectations. Customers expect brands to provide value by understanding their preferences and needs. Companies need to use data to create personalized experiences while respecting customer privacy.    Plus, Shep and Spencer discuss what successful brands are doing to engage with their customers. Tune in!  Quote:   "Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels."  About:    Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs  Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can technology aid in creating personalized customer experiences for businesses?  How does personalization impact purchasing decisions?  What role does data play in predicting and understanding customer preferences?  What are some ethical considerations when using AI and technology for customer interactions?  How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them?  Top Takeaways:    Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience.     Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service.    The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs.    To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.”     Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer's preferences and history with the brand.    Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in!  Quote:   "We have to think about how we  will use AI responsibly and ethically and not introduce unintended consequences or bias."  About:    Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses create experiences that get repeat business and nurture brand loyalty?  How can businesses think outside the box to create fan-like loyalty among their customer base?  What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?  What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?  Why should organizations prioritize creating special and unforgettable experiences for their customers?  Top Takeaways:    Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.     Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it's dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly.  By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service.    Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.     Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base.    Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in!  Quote:   "When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans."   About:    Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

A Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities   Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company create a positive employee experience during challenging times?  What strategies can a company use to give back to its local communities?  How can businesses foster strong connections between their employees and the communities they serve?  What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success?  How can a company create a culture that values giving back and community involvement?   Top Takeaways:    Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company's performance.    The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands.    Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact.    The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business.    Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community.    Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in!  Quote:   "Take care of your employees first, and then take care of your customers. Every decision should  be made through the lens of showing them that we have their back."  About:    Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Your Business and Customer Experience  Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a “big bet” in business?  How does the future press release technique communicate the vision of a transformation to employees and stakeholders?  What is the chief repeating officer, and how do they contribute to improving customer experience?  What causes organizational transformations to fail?  What role does gaining true senior executive alignment play in the success of transformative initiatives?  Top Takeaways:    A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business.    Effective leaders communicate their vision clearly. They use techniques including  writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it.    Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization's mission and vision, leaders create a unified and empowered workforce.    Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration.    Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.     Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. Tune in!  Quote:   "The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve."  About:    John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era, is available today.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.       Learn more about your ad choices. Visit megaphone.fm/adchoices

Identifying and Eliminating Friction for Your Customers and Employees  Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience.  Top Takeaways:    If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.    A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.    Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.    Executives and company leaders should immerse themselves in their company's customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.    Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.    Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!  Quote:   "Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service."  About:    John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Balancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences.   This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:   How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service?  Top Takeaways:     ·Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding. ·Companies can now use  AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.  ·Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. ·When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support.  ·While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience. ·Plus, Shep and Venk discuss findings from the CX Buyers' Insights Report, revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in! Quote:  "Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand." About: Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

The Latest Trends in Customer Loyalty Programs  Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the latest trends in loyalty programs?  How has the traditional concept of loyalty program evolved?  How do loyalty programs impact a customer's purchasing decision?  How can companies effectively track and utilize customer data to drive loyalty?  What role do customer experiences and rewards play in loyalty programs?  Top Takeaways:    Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives.    Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention.    Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price.    Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts    Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty.    Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in!  Quote:   "Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today's loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing."  About:    Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Committing to Customer Centricity  Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the challenges in creating a more customer-centric culture?  How can leaders support employees in executing customer-centric initiatives?  What is the key to successfully transforming work culture to better serve customers?  Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?  Why must organizations facilitate conversations geared towards improving the customer experience across various departments?  Top Takeaways:    Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company's mission and values to ensure consistent results.  Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience.    Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer's perception of the company.    Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company's operations. It requires alignment with the company's values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence.    Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It's not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively.    Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in!  Quote:   "Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA."    About:    Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He's also co-author of the best-selling book, Smart Customers, Stupid Companies, and his latest, Experience Rules!, which he wrote with Diane Magers.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Generative AI's Impact on Customer Service and Employee Empowerment  Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry.  Top Takeaways:    Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey.    Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.  AI can help us know what data we have and what data we need.    Despite AI's advancements, it's important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios.    As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI's capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees.    With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience.    Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in!    Quote:   "If you can't measure it, you can't improve it."    About:    Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance customer experience.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Creating a Culture of Extreme Accountability and Elite Performance  Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career.    Top Takeaways:     Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!    Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. Elite performers in both fields recognize that mindset is the trigger that determines choices and results. Extreme accountability is seeing beyond the current circumstances and committing no matter what.     Accountability isn't about assigning blame. It is assuming responsibility for one's decisions and actions. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.    A victim mindset can hinder personal and professional growth. The victim mindset is characterized by minimizing responsibility and blaming external factors.     Elite performance is achieved through an accountability mindset. This means consistently choosing actions and behaviors that align with your goals and long-term success. Recognize the temptations of short-term payoffs and their negative impact on your long-term achievements. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.    Shifting from a victim mindset to an accountability mindset is critical to elite performance. It's a matter of choosing the dominant mindset that determines the course of one's performance and career over time. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers.    Art Turock has a gift for Amazing Business Radio listeners that will help them demolish excuses and invite accountability. Download 6 Self-Coaching Questions to Transform Your Life for free.    Plus, Shep and Art discuss why leaders need to "stop holding employees accountable" and what they recommend to do instead. Tune in!  Quote:   "If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you're in a different career pattern. All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices."    About:    Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in "sustaining exceptional performance." His books, Getting Physical: How to Stick With Your Exercise Program, Invent Business Opportunities No One Else Can Imagine, and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions, are available on Amazon.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Using AI and Automation to Create an Amazing Customer Service Experience  Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape.  Top Takeaways:    AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.     By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.    The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.    AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.    Employees trained at a higher level appreciate the company they're working for. They feel they're growing, and that's part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.     Plus, Shep and Boaz answer the question, "Will AI make us dumber?" Tune in!   Quote:   "AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do."  About:    Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

The Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024  In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights.  Top Takeaways:    Customers are smarter than ever before. They are judging your business based on the best experiences they've had from any industry, and it doesn't matter if it's B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies.     Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.  Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience.     Customers today are less patient and expect quick responses and fast service. Shep refers to this as "Amazonation," which has set a high standard for companies in any industry, worldwide. Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls.    Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.”     And finally, Shep introduces The Super Amazing Show! Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in!  Quote:   "What's happening inside an organization is felt on the outside by its customers."  About:    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Understanding Customer Behavior   Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers.  Top Takeaways:    The customer's perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions.     Embrace continuous improvement. Once you find success, it doesn't mean you should stop. Keep learning and looking for changes to enhance the customer experience. Continuous improvement is essential for businesses to stay ahead of the competition and adapt to changing customer needs and preferences.     Experience what it is like to be a customer in your business to identify areas for improvement and ensure a seamless, engaging experience for your customers.    Use data to understand customers' digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants. This enables them to have the customer in mind when designing and improving  digital experiences.    Making small, thoughtful adjustments based on customer behavior data can lead to substantial improvements in customer engagement and conversions. These adjustments can make a big difference in how customers interact with your brand online.    When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions.    Plus, Akin shares what changes brands like L'Occitane and GoPro made to increase sales based on customer behavior and preferences. Tune in!  Quotes:   "Customers can behave differently from what we expect. Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers."  "Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience."  "It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded."  About:    Akin Arikan has 20 years of experience in analytics. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices