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Amazing Business Radio

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Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
More Information

Location:

United States

Description:

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

Twitter:

@Hyken

Language:

English

Contact:

314-692-2200


Episodes

The Business of Emotion Featuring Guest Rebecca Martin

1/15/2019
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Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue... He gives advice on how to create an amazing customer experience. His number one suggestion (right now) is to start with the culture of the company and the employee...

Duration:00:27:25

The Culture of Caring Featuring Guest Claire Boscq-Scott

1/8/2019
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Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue In Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers. The Interview with Claire Boscq-Scott: 1. The first thing to examine is the work environment. Claire audits the environment and implements changes to make it more pleasant to...

Duration:00:28:44

The Nine Mistakes Featuring Guest Skip Prichard

1/1/2019
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Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue Shep’s opening monologue addresses the question of how new technologies have changed--and haven’t changed--customer service. The Interview with Skip Prichard:The Book of MistakesAbout: Skip Prichard is an accomplished CEO, growth-oriented...

Duration:00:33:40

The Gig Economy Featuring Guest Chrissy Cowell

12/25/2018
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Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. Top Takeaways:FiverrUpwork About: Chrissy Cowell is the Director for Work Force Optimization Product Management at Aspect. Across her 18 year career in the contact center industry, she has worked with...

Duration:00:31:06

The Attitude of Excellence Featuring Guest Dr. Willie Jolley

12/18/2018
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Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. TOP TAKEAWAYS: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: •In his book, Make Love, Make Money, Make It Last!, he talks about keeping the romance alive in your marriage. You should treat your customers the same way by...

Duration:00:33:33

Transparency In Business Featuring Guest Ty Collins

12/11/2018
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Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. TOP TAKEAWAYS: Shep’s Opening Monologue:The Interview with Ty Collins:Rad Power BikesABOUT: Ty Collins is the Co-founder and CMO of Rad Power Bikes. He helped increase the company’s revenue to over $40M in just four years despite trade tariffs that forced him to raise his prices. Shep Hyken is a...

Duration:00:33:16

Proactive Customer Service Featuring Guest Nick Mehta

12/4/2018
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Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough. Shep Hyken’s opening monologue is about consistency. Three important points:Top Takeaways:About: Nick Mehta is the CEO of Gainsight. In his six years as CEO, he’s secured over $156 million in funding, expanded the employee base to over 500 employees, and been...

Duration:00:35:03

It’s All About The Customer Featuring Guest Annette Franz

11/30/2018
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Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. Top Takeaways: 2. Journey mapping helps you design new and better experiences. 3. They are great communication and training tools for employees. You can use journey maps to train employees on what the experience should look like and align your organization around the customer. 4. Journey maps allow you to show instead of tell, which...

Duration:00:32:59

The Subscription Economy Featuring Guest Tien Tzuo

11/20/2018
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Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways:subscription economyAbout: Tien Tzuo is the CEO and founder of Zuora. Previously, he was the 11th employee of Salesforce working as the Chief Strategy Officer and CMO for eight years. He’s also the bestselling author of Subscribe: Why the Subscription Model Will Be Your Company’s Future and What to do...

Duration:00:29:51

Back to Human Featuring Guest Dan Schawbel

11/13/2018
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Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways:About: Dan Schawbel is the research director of Future Workplace and managing partner of Millennial Branding. He’s also a keynote speaker and NYT bestselling author. His new book is Back To Human: How Great Leaders Create Connection In The Age Of Isolation. Shep Hyken is a customer service and experience expert, New York Times bestselling author,...

Duration:00:29:37

Creating A Customer Experience Initiative Featuring Guest Christa Heibel

11/6/2018
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Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways:About: Christa Heibel is the founder of CH Consulting Group, a firm that helps organizations execute and implement contact center and customer experience strategies. For the last 25 years, Christa has dominated the contact center as an influencer and...

Duration:00:31:57

Five Myths About Monetary Incentives Featuring Guest Sam Stern

10/30/2018
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Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Signal Myth: Control Myth:Effectiveness Myth:Motivation Myth:Retooling Myth: About: Sam Stern is a principal analyst at Forrester’s customer experience research practice. His research focuses on customer-centric culture, employee engagement, and deploying different research techniques to create better...

Duration:00:40:53

It's All About CEX

10/23/2018
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Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions. Top Takeaways: About: Jason Bradshaw is the Chief Customer Officer at Volkswagon Group Australia. He created his first business at fourteen, selling telecommunications and computer equipment....

Duration:00:33:47

From Like to Love

10/16/2018
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Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: About: Keith Alper is the CEO of CPG Agency, which specializes in corporate and employee engagement. Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. His book From Like To Love draws...

Duration:00:30:42

Listen To Your Customers… Or Die

10/9/2018
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Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. Top Takeaways: About: Sean McDade Ph.D. is the CEO and founder of PeopleMetrics. For over 20 years, he’s helped companies get closer to their customers by systematically listening and improving the experience. He wrote the book Listen Or Die: 40 Lessons...

Duration:00:32:19

The Convenience Revolution

10/2/2018
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Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted! Top Takeaways:Reduce FrictionSelf-serviceTechnologySubscriptionDeliveryAccessAbout: Shep Hyken is a customer service and experience expert, New York Times bestselling author,...

Duration:00:33:03

30 Days to Better Customer Service with Featured Guest Doug Sandler

9/25/2018
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Top Takeaways: Nice Guy 30High-risk, low-value Low-risk, high-value About: Doug Sandler is a nationally recognized speaker and writer. In 2015, he published the award-winning book Nice Guys Finish First. Currently, Doug is the CEO of Turnkey Podcast Productions. Because of his expertise, he also helps organizations create effective journey maps that improve the customer experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning...

Duration:00:30:54

Give Employees What They Crave Most Featuring Guest Gregg Lederman

9/18/2018
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Take Time to Properly Motivate Your Team Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday (https://www.amazon.com/Crave-Enhance-Employee-Motivation-Minutes/dp/0979587514). They discussed how to replicate your best people and give them the happiness and motivation they crave and deserve. TOP TAKEAWAYS: •Your employees' attitudes and actions are affected by the three things they crave the most: 1. Respect:...

Duration:00:30:50

Ten Ways To Recognize Employees During National Customer Service Week Featuring Guest Bill Gessert

9/11/2018
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National Customer Service Week Is About Customers AND Employees Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. TOP TAKEAWAYS: •The International Customer Service Association started National Customer Service Week (NCSW) in 1984 because they wanted to create a meaningful...

Duration:00:37:06

Bend Over Backwards For Your Customers - Featuring Guest Kim Tucci

9/4/2018
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How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality”, how to hire good people and ways to reduce employee turnover. TOP TAKEAWAYS: •You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity. •Kim defines the hospitality mentality in three words, “Anything, most friendly.” This means that you are going to do anything for...

Duration:00:39:52