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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

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

Be Nice... Always - Featuring Guest Buddy Rice

8/28/2018
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Why (and How) to Put Your Customers at the Center of Your Decisions Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. TOP TAKEAWAYS: •Customers aren’t always looking for money or a “yes” to fix their problems. They want a professional that can give them options and solutions to their specific...

Duration:00:32:17

Amazing Customer Service Tips From A Doctor Featuring Guest Dr. Bob Baker

8/21/2018
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Techniques from the stage to optimize the patient/customer experience Shep Hyken sits down with Dr. Bob Baker. They discussed his new book The Performance Of Medicine, how Bob relates his experiences as a magician and doctor to customer service, and how to optimize the customer/patient experience. There is a lot that anyone and any business can learn from Dr. Bob! TOP TAKEAWAYS: • Bob shared four basic techniques that all performers use to create connections with customers. They are: 1....

Duration:00:32:57

The Carnival Of Business Growth Strategies - Featuring Guest Tiffani Bova

8/14/2018
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Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. They discussed her new book Growth IQ, what the carnival can teach you about business, and the 10 simple paths of business growth. TOP TAKEAWAYS: •While growing up in Hawaii, Tiffani worked in a roaming carnival. She learned many valuable lessons about business such as hiring, firing, employee motivation, and customer experience. •According to...

Duration:00:35:33

Delivering A Rockstar Customer Experience Featuring Guest - James Dodkins

8/7/2018
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Putting your customer first by putting your employees first. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement,having an employee mission, and the real definition of customer experience. TOP TAKEAWAYS: • James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too. • What happens on the inside of a company will be felt on the outside by the customers....

Duration:00:38:30

Leveraging Customer Data In Real Time Featuring Guest Scott Walker

7/31/2018
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Focusing on Business Intelligence and Customer Experience Shep Hyken sits down with Scott Walker, the CEO of ethosIQ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. TOP TAKEAWAYS: •Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” can be...

Duration:00:34:34