Amazing Business Radio

The Five Customer-Centric Strategies Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes a successful customer experience strategy? What are the main reasons companies struggle to meet customer expectations in today's marketplace? How can businesses identify and close the gap between perceived and actual customer experience? How can companies effectively gather deep, meaningful feedback from their customers? How does technology create distance between companies and their customers, and what can they do to overcome it? Top Takeaways: Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service. Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry. To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better. Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience. Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience. Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage. Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand. Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly. Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments. Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer. Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in! Quote: "There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation." About: Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. 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

Community, Loyalty, and Human Touch in Customer Experience Shep interviews Craig Crisler, CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes loyalty programs appealing to Gen Z customers? How does Gen Z's approach to customer loyalty differ from previous generations? Why is it important for brands to focus on building community within their loyalty programs? How does personalized service contribute to repeat business and customer loyalty? Why should companies continuously evolve their loyalty programs for new generations? Top Takeaways: Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs. Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards. While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special. It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive. Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back. Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level. When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention. Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help. Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in! Quote: "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works." About: Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world. 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

Cultivating Trust and Loyalty in the Age of AI Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is human-centric AI? How can companies find the right balance between automation and personal customer interactions? What are the biggest risks of over-automating customer support processes? Why do so many AI projects in customer service fail? How can organizations manage change effectively when implementing AI-driven solutions for customer experience? Top Takeaways: Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers. Don't jump into new technology just because it's trendy. Don't use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like. Over-automation can hurt customer service. It's easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed. AI, just like humans, can make mistakes. Whether it's providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving. Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy. Plus, Shep and Nick talk about why it's crucial to stay flexible and keep evolving with technology. Tune in! Quote: "Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, 'We want AI,' but if you don't clearly define what that means, it might not deliver the results you want." About: Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick 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

How Internal Employee Experience Drives Exceptional Customer Service Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive company culture directly impact customer satisfaction? How does an employee's internal experience translate to a better customer experience? Why is it important for organizations to align their hiring practices with their core values? How can businesses differentiate between providing transactional service and building genuine customer relationships? How can leadership inspire employees to consistently deliver exceptional service to customers? Top Takeaways: True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they're customers or coworkers. A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness. What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company's success. When a new employee joins a company, their first experiences matter just as much as a customer's first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away. Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand's values more effectively than any paperwork can. When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team. Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression. Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number. Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable. Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in! Quote: "The essence of hospitality is the ability to make people feel welcome, comfortable, and important." About: Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, 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

AI, IVR, and the Human Touch in Contact Centers Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why do many customers still prefer voice support over digital self-service or AI solutions? What percentage of customers are likely to leave a company after a negative experience with automated phone systems? How can companies use technology to detect and resolve customer service issues in real time? Why is it important for companies to offer both digital and human support options? What role does artificial intelligence play in modern customer support? Top Takeaways: The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning. Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them. No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice. Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant. Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards. Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong. Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in! Quote: "Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can." About: Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless 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

Transforming Transactional Employees to Loyal Teams Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is swift trust? How does internal company culture influence customer experience? How can leaders build a followership? Why is trust important for employee engagement and customer satisfaction in virtual teams? How can organizations recreate the benefits of in-office culture for remote teams? Top Takeaways: Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren't together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person. Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don't have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships. Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they're more likely to treat customers well. In an office, great leaders can "work the room" and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways. The number one indicator of trust in leadership is online availability. Seeing a manager's green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office's "open door" policy, as it allows employees to reach out and get help even when they are not in the same location. "Followership" is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates. When employees are scattered around the world, they still need to feel like they're part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high. Plus, Shep and Tim talk about what is causing the "attention battle" in teams and how to win it effectively. Tune in! Quote: "The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It's the closest thing to human touch we can find in a remote setting." About: Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution. 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

Turning Customer Data into Customer-Centric Decisions Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does data-driven decision-making improve customer service? Why is it important to understand the reasons behind customer decisions and behavior? How can organizations effectively gather and utilize customer feedback to improve service? How can businesses identify gaps in the customer journey using research and analytics? What is the "cycle of success" framework in customer experience management? Top Takeaways: When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers' behavior and collecting their feedback gives you better odds of providing the best experience for them. Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving. Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem. Traditional surveys can give you some feedback, but they don't always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research. Collecting feedback is great, but it's only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations. Good research starts with good questions. Before collecting feedback, it's better to understand the specific problem or question you're trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results. Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone. Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in! Quote: "Do you know why your customers are making the decisions that they make? Understanding the 'why' behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business." About: Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes. 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 AI and Human Collaboration Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively balance AI automation with the human element in customer service? What are hidden sources of waste in customer service operations, and how can they be eliminated? Why is it important for organizations to move away from viewing customer service as just a cost center? How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions? How can AI be used to enhance, rather than replace, meaningful human engagement? Top Takeaways: Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed. Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales. Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn't accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI's mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support. Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product. Organizations that prioritize customer service tend to achieve better results. Customer service isn't just something you "have to do." It can be your company's main way to stand out from your competition. Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in! Quote: "AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should." About: Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support 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

What's Next in AI, Self-Service, and Customer Service? Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is AI transforming the customer service experience? How is AI improving self-service options for businesses? Will AI ever fully replace human customer service agents? How can AI help reduce burnout and attrition rates among contact center agents? What risks should companies watch out for as they adopt AI in customer service? Top Takeaways: Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents. Many customers still prefer to call customer service, despite companies offering self-service options. In this year's Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent. Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently. While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations "just like humans," allowing customers to get resolutions without waiting for a human agent to become available. Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use. AI just doesn't help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don't need to repeat themselves, and it can give agents the information they need to solve the customer's problems efficiently. As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services. Jay Patel shares information about Cisco's WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology. Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in! Quote: "We've been speaking a lot longer than we've been typing, and I think the most profound technology change we'll see soon is that machines will be able to understand us through voice." About: Jay Patel is the Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market. 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

Customer Care's Evolution From Cost Center to Profit Center Shep interviews Sowmyanarayan Sampath (known simply as Sampath), Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can you turn your call center from a cost center to a profit center? Why should companies invest in improving customer experience? How can organizations use customer feedback to enhance their products and services? Why is it important for leadership to be accessible to customers when addressing service issues? How can proactive customer service resolve complex issues more efficiently? Top Takeaways: Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it's reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product. Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don't have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family. First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a "customer champion" inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers. Being "customer first" means making sure every channel, whether it's digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what's easiest for them and have a great experience every time, it contributes to creating a flawless experience. AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly. Retail isn't dead. It's just become impersonal for many customers. However, if you create a store experience that's good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again. Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term. Quote: "When a customer reaches out to us, they don't reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher." About: Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that's the largest in the U.S., generating over $103 billion in annual revenue. 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

Meeting Customers Where They Want Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How has text messaging evolved as a preferred channel for customer communication for customers? Why do customers prefer receiving communications from businesses via mobile devices? What role does trust play when a customer provides their mobile number to a business? How can businesses avoid abusing the privilege of texting their customers? What impact does timely and relevant text communication have on customer loyalty? Top Takeaways: Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers. Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn't meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty. When a customer gives you their phone number, it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever! Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options. Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone. Building communication around customers' preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you. Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don't offer text communication. Tune in! Quote: "Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read." About: Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way. 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

Handling Mistakes and Exceeding Customer Expectations Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses convert mediocre customer experiences into exceptional ones? How can businesses turn unhappy customers into loyal fans? Why is mere customer satisfaction not enough to ensure long-term loyalty? How can businesses benchmark their customer experience performance? How can businesses use customer feedback to prioritize improvements that actually matter? Top Takeaways: Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it. Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave. Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements. When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before. While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand. What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience. Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in! Quote: "If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along." About: Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties. 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

Customer Experience as the Ultimate Global Differentiator Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can cultural differences impact customer service interactions? What role does personalization play in enhancing the customer experience across different cultures? Why is it essential to understand local cultural perceptions when building brand value? How can businesses strike a balance between global brand consistency and local cultural adaptation? What impact does the country of origin have on storytelling for brands? Top Takeaways: Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better. Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success. Personalization isn't just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself. Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand's origins, identity, and purpose. Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets' perceptions. Trust and brand loyalty are strengthened when businesses prioritize understanding their customers' cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions. Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences. Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in! Quote: "The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country." About: Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world's biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel. 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 Samsung Turns Customer Service Calls into Opportunities for Customer Delight Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can a brand turn customer service interactions into opportunities for brand loyalty? What are the benefits of proactive customer service? How does smart technology enhance the overall customer experience? What role does customer feedback play in improving the overall service experience? How can artificial intelligence enhance the role of customer service agents? Top Takeaways: Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand. Customer service shouldn't just be about fixing problems. It should also be about preventing them. Customer care doesn't always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung's smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad. Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family. Mark also shares his three core principles: Speed, Simplicity, and Service. Speed: Reduce the time it takes to fix a customer's issue. The sooner you solve the problem, the happier and more loyal your customers become. (In the U.S. Samsung's repair network now covers 99% of the U.S. for consumer electronics, and 81% of Americans are within just a 30-minute drive of same-day mobile service.) Simplicity: Remove confusing policies, eliminate unnecessary steps, and actively listen to employees and customers for ideas on how to simplify processes. Service: When you design experiences that put customers first, understand their needs, and effectively solve their issues, you will attract lifelong customers who will continue to buy from you because they know they can trust you, even when something goes wrong. Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers. AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy. Customer service is an income-generating department. Reliable products are important, but it's the extra mile in service that makes people choose to do business with a brand again and again. Plus, Mark shares why more than half of Samsung's customer care team in the U.S. has been with the company for over 10 years. Tune in! Quote: "Get to customers quicker and solve their problems before they even know they have a problem." About: Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently. 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

Navigating Multiple Customer Segments, Needs, and Expectations Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does customer segmentation impact how customer experiences are designed? How can businesses navigate conflicts between different customer groups seeking unique experiences? In what ways do ideological differences between customers influence brand experience? Why is it important for companies to continually adapt their customer experience as their customer base grows? How do influencers impact customer behavior? Top Takeaways: Some companies believe that they are only serving one type of customer. In reality, there are often several segments with different needs and expectations. Take Disney, for example. They serve both families with kids and “Disney adults”—grown-ups who love the Disney experience just as much. Each group may be looking for something different, but both are important to the overall customer experience. Companies need to recognize how different customer groups impact the business and how they interact with one another. When companies do not understand the different customer segments that they serve, they risk accidentally leaving one group out (and losing their business) or even creating conflict between groups. One way to keep different customer groups happy is to design experiences just for them, even if they are sharing the same space. Depending on your type of business, this could mean creating special areas, offering different products, or even building new locations with certain features in mind. As a business grows, so will its customer base. This means adjusting and innovating to meet the diverse needs and expectations of their customers. Successful brands continually evolve to attract and serve new customers without compromising the identity that initially drew their original customers. Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience. Brands need to be willing to listen to customer feedback and adapt accordingly. Good communication and flexibility show customers that their opinions matter. Customer segments and expectations evolve. What works for a brand today might not work tomorrow. Brands need to continually monitor how their different customer segments change and interact with each other, and be ready to adjust products, services, and experiences to keep everyone happy. Plus, Shep and Ryan discuss how influencer and follower relationships drive trends and customer behavior. Tune in! Quote: "Serving one customer segment is challenging enough, but when you have multiple groups wanting different things, you're managing a whole ecosystem where you need to keep each customer happy." About: Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University's Goizueta Business School. He is the co-author of The Intuitive Customer and the co-host of a podcast with the same name. His new book, co-authored with Annie Wilson, The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things, 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 Positive Leadership Transforms Workplace Culture and Elevates Customer Experience Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What practical benefits come from creating an uplifting workplace culture? How does a hospitality mindset improve customer service across different industries? What impact does leadership have on employee morale and customer experience? How does positive leadership help reduce staff turnover in customer-facing roles? In what ways does an employee's mood affect customer interactions? Top Takeaways: The hospitality mentality is not just for hotels and restaurants. It is valuable in every industry because it sets the bar for the customer experience standard. It teaches every employee to always show care, gratitude, and kindness no matter what industry they work in. A heartfelt "thanks for coming in today" can make a real difference in someone's mood and attitude. It is a simple yet powerful statement that leaders can say to make their employees know that they matter. When employees feel appreciated, they're more likely to enjoy coming to work and give their best. It creates a workplace where people want to come, stay, and grow. Every employee becomes the face of your brand the moment they interact with your customers. When they are not happy at their jobs, customers feel it. High turnover and unhappiness can hurt customer satisfaction, so making sure that employees are engaged, equipped, and fulfilled helps create positive customer experiences. Strict policies can sometimes get in the way of the human aspect of customer service. When employees are trusted to handle situations as they see fit, they feel empowered to do their jobs. Employees need to grow through training and be equipped with the right tools so that they can use policies as guidelines while exercising common sense to meet each customer's unique needs. Happy employees lead to happy customers, and happy customers come back. Invest in people through appreciation, empowerment, and uplifting leadership. Loyalty programs and perks can encourage repeat business, but truly memorable companies don't rely on them alone. Being helpful, friendly, and uplifting is the best loyalty program you can offer. When people feel good about you, they'll keep coming back, with or without loyalty programs. Plus, Ryan shares the "balloon effect" and how it can elevate customer and employee experiences. Tune in! Quote: "Good old-fashioned customer service is just good old-fashioned hospitality. So many brands look to the hotel industry because it has become the standard for customer service." About: Ryan Minton is a Best-Selling Author and Keynote Speaker with over 20 years of experience leading world-class hospitality brands. He is the author of Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customer Service is Alive. His upcoming book Uplifted! The Remarkable Power of Positive Leadership on Frontline Teams launches June 10th. 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

Maintaining Consistent Customer Service Standards Across Every Location Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses maintain consistent customer service across different industries? How does staff training influence customer satisfaction? How does community involvement enhance customer loyalty? Can one employee's actions shape the reputation of an entire franchise network? How does embracing technological change improve customer experience? Top Takeaways: Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry. Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It's this consistency that builds trust and a strong reputation over time. Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive. Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the "CEO of the Moment" because a single moment can make or break the brand's reputation. Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes "the most popular person in town," people will go out of their way to support it. Training isn't something you did. It's something you do continuously and consistently. It isn't just about teaching people how to do their jobs. It's about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business. Examine every touchpoint in a customer's journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers. Plus, Shep and Ray talk about Will Guidara’s concept of "unreasonable hospitality" that can be applied to all businesses, in every industry. Tune in! Quote: "Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization's reputation." About: Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide. 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 Trust with AI in Customer Support Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top expectations customers have from brands? What role does AI play in enhancing customer interactions and support? How many bad experiences does it take before a customer stops doing business with a company? Why is it important for companies to use their products? Is there a difference between how businesses and customers perceive good response times? Top Takeaways: Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad. The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts. The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate. Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn't working, there is an easy way to reach a real person. Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used. Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price. AI has gotten much better, faster, and cheaper in the last few years. It's easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won't matter if you don't have the foundations of good customer service, like empathy, transparency, speed, and convenience. Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in! Quote: "Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified." About: Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support. 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

When Technological Innovation Meets Human-Centered Experience Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the benefits of combining technology with personal interaction in customer service? What role does listening play in improving the customer experience? How important is it for businesses to include digital and human touchpoints in customer interactions? How does a seamless digital experience impact customer satisfaction and loyalty? Why is emotional connection important in business? Top Takeaways: Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch. So many businesses continue to operate the same way because "that's how it's always been done." It is important to constantly ask why things are done a certain way and whether there's a better, more modern, or easier approach for customers. Delivering a great customer experience is not just about satisfying customer needs. It's the best marketing a company can have. People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others. Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts. Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them. Wow moments are not always over-the-top experiences. Going slightly beyond what's expected can create a big impact on customers. Small gestures such as remembering a customer's name or a personal preference can elevate a service experience from just fine to amazing. Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in! Quote: "There's a difference between personalization and a personal connection.” About: Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement, 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

Turning Customer and Employee Feedback into a Strategy for Success Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? What role does employee engagement play in enhancing the customer experience? How can schools empower students to achieve their future goals, both academically and in sports? How can schools create a system that effectively responds to feedback from students and parents? What is reputation marketing? Top Takeaways: Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others. While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience. IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score. Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers. When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers. Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued. IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester. This helps personalize and continuously improve every student’s journey. Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future." Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in! Quote: "You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action." About: Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees. 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