Amazing Business Radio

The Four Pillars of a Known and Trusted Brand Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is building trust important in business? How to get more customers? How can businesses stand out at the beginning of the buyer's journey? Why is it important for businesses to adapt to buyers' changing behaviors and needs? How has the shift to online research influenced how businesses approach customer interactions? Top Takeaways: The more you know what your customers want, the better you can serve them. Your customers’ questions help you understand what they want, including their fears and concerns. Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience. Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers. Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business. Marcus shares The Four Pillars of a Known and Trusted Brand: Pillar #1. You've got to be willing to talk about what others in your industry aren't willing to talk about. Pillar #2. You've got to be willing to show what others in your space aren't willing to show. Pillar #3. You've got to be willing to sell in a way that nobody's willing to sell. Pillar #4. You've got to be more human in this time of AI and technology. Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in! Quote: "80% of the buyer's journey is done before they fill out that form on your website or call you. If you want to win during that period, you can't be like everyone else." About: Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, 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

Building Emotional Connections and Customer Loyalty Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? Why is emotional connection important in business? What lessons can businesses learn from the hospitality industry? How can businesses identify candidates with a natural aptitude for delivering exceptional customer service? Top Takeaways: The “hospitality mentality" is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer's experience from good to amazing. Customer service is not just about technical execution. Customers resonate with the "soft side" of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back. An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer's emotional needs, you can generate repeat business and nurture loyalty within your customer base. Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences. Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience. Kindness can be the golden rule in any industry. It's a simple yet overlooked way to enhance customer and employee interactions and build loyalty. Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team's performance. It improves employee morale and connects with customers, making everyone feel appreciated and special. Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in! Quote: "If you've worked in a restaurant, you can work anywhere." About: Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. 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

Designing Effortless Customer Experiences Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an "unbreakable" customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience? What common mistakes do businesses make in providing effortless customer experiences? How can proactive communication improve customer satisfaction? Top Takeaways: Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It's about being knowledgeable, reliable, and meeting customer expectations. Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person. Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service. Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information. One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves. Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask. Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in! Quote: "Because many customer experiences are now digital, you're not just competing with others in your industry. You're up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations." About: Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Overcome Mediocrity in Business and Customer Service Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business's customer experience? What is the innovator's dilemma? How can companies ensure they are accurately measuring their customer experience? How does the concept of a 'success trap' affect a company's customer service? Top Takeaways: Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes. The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for 'average' performance. Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take "big bets" that lead to breakthroughs. Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone. Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent. Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve. Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in! Quote: "I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive." About: John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!) 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 AI Can Make Customer Service Seamless and Effortless Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company's existing customer service team rather than replace it? Why is it essential for businesses to consider customer communication preferences when designing support systems? Top Takeaways: In customer service, "boring" means delivering consistent, reliable service without any issues or drama. Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents. Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours. Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market. Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions. AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment. Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in! Quote: "Customer service should be so good that it's boring." About: Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI. 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 Investing in the Right Technology Can Transform Customer Experience Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services? What role does AI play in analyzing customer churn and retention? Top Takeaways: To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements. With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction. Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction. Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive. Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in! Quote: "When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions." About: Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How Customer Complaints Impact Loyalty and Retention Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you get zero customer complaints? What benefits do businesses gain by proactively eliminating customer complaints? What is the cost of customer dissatisfaction? Why is it important for company executives to engage directly with the customers? What are the potential revenue losses associated with unresolved customer complaints? Top Takeaways: Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers. It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue. Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees. Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings. There's value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues. Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in! Quote: "When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they'll tell their friends about your business.” About: Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Using Artificial Intelligence to Analyze and Activate a Better CX Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies utilize new technologies like generative AI to improve customer satisfaction? How can companies use digital and conversational signals to understand customer feedback better? What role does AI play in analyzing customer data and providing actionable insights? How can companies effectively activate their customer data to make informed business improvements? How does AI's cost-effectiveness influence its use in customer experience? Top Takeaways: Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect. AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service. Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights. Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience. Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently. Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in! Quote: "Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences." About: Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics. 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 Heart-Centered Customer Relationships Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the biggest enemy of good customer service? How can companies get better customer feedback? What should companies look for when hiring customer service employees? How can businesses move beyond customer satisfaction metrics? What role does empathy play in customer service? Top Takeaways: To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes. No matter how good your product is, if you don't have the experience and service to support it, and if you don't have people who love what they do and love the customers, you will fail. Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey. Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don't voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you. Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change . Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections. If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example. Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in! Quote: "Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be "the other guy" and see through your customers' eyes." About: Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America's first fintech company, Sageworks. 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

Future-Proofing Your Business Through AI Integration Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI's impact on customer experience, service delivery, and productivity. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs? How can customer support roles evolve with AI? How can companies ensure their data is ready and accessible for AI to enhance customer experience? Top Takeaways: AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers' needs while simultaneously reducing operational costs. The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions. When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don't train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want. As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations. Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions. AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs. Plus, Shep and Simon explore how AI continues to shape customers' daily lives and how companies can leverage it to their advantage. Tune in! Quote: "When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can't do today? And, how can AI enable that?" About: Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network's top 50 customer experience influencers to follow in 2024. 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

Prioritizing Customer Retention over Acquisition Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? How can businesses use unique customer experiences to stand out in a competitive market? What role does employee interaction play in creating memorable customer experiences? How does a business enhance customer loyalty without relying on points or discount programs? Top Takeaways: People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition. Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base. Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company. The points and perks are incentives for customers to do business with a company, but they shouldn't be the only reason. If the customer experience isn't great, you will lose your customers as soon as a competitor comes up with a similar program or something better. Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others. Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in! Quote: "Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers." About: Vance Morris helps businesses successfully apply Disney's principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Why Great Service Must Come Before Customer Rewards Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program? How can companies motivate inactive loyalty program members to become more engaged participants? Top Takeaways: There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty. If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty. Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers' active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs. Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank's credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms. Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable. For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler. Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in! Quote: "Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase." About: Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world's largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Strengthening Business Partnerships Using the Triple Fit Strategy Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the Triple Fit Strategy? What is the key to building lasting customer relationships? Why do companies need to shift from a transactional relationship with their customers to a partnership? How can a business differentiate itself amidst competition? How can businesses add more value to their customers? Top Takeaways: There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals. The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems. Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they're more likely to stay as your customer and even advocate for your business to others. The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties' strategies, and making the business relationship sustainable. It's not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them. While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer's needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients. Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in! Quote: "In business, your goal should not be to just to cut costs or offer products. It's about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers' priorities." About: Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator. 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 Storytelling Transforms Guest Experience Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience? How can AI be leveraged to provide personalized customer service interactions? Top Takeaways: A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline. Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued. Storytelling is a powerful tool that captures customers' attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to. Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences. Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs. While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences. Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand. Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in! Quote: "Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created." About: Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive. 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

Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What is human-centered design? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions? Top Takeaways: Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things. Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly. When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want. Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows. Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services. Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve experiences for citizens by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems. Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences. Plus, “G” shares how staffing issues affect government service delivery. Tune in! Quote: "When you look at what drives a good government experience, it's trust.. Create better trust between the government and constituents by promoting better engagement." About: Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Use Customer Feedback to Transform Your Business Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review? How can consumer feedback improve a company's products or services? What benefits do businesses gain from analyzing competitors' customer reviews? Top Takeaways: Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company's product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face. Many of today's consumers do not trust leaving a review on the company's website. This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard. A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating. Not all reviews will be positive, and it's crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company's reputation more than a positive review. Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience. Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in! Quote: "An upset consumer (leaving a negative review) wants other customers not to suffer the same fate." About: Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers' free speech rights. 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 an Amazing Customer Experience Can Be a Differentiator for Your Brand Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience? What role does human interaction have in today's changing customer experience world? How can companies create a customer-focused experience from before a purchase to after? Top Takeaways: Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer's journey, product, and service. Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust. In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry. Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can't fully replace the need for human touch in more complex situations. Brands should prioritize making every interaction efficient to respect and save the customer's time. Businesses that can reduce or eliminate time-wasting steps in a customer's journey will enhance their overall experience. As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively. Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in! Quote: "Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase." About: Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg. 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

Designing Impactful Customer and Community Engagement Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board? Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods? How can businesses create an emotional connection with their customers through community involvement? Top Takeaways: Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers’ needs and generate new ideas. Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers’ input and making them feel heard by letting them know what actions are taken. Customer experience doesn't stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support. Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey. Proactive communication alleviates customer frustration. When there is a problem, businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what's happening, how long a problem might last, and reassures them that it is being addressed. Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them. Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in! Quote: "It's important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization." About: John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications. 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

Gathering, Acknowledging, and Responding to Customer Feedback Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys? How many chances do customers typically give companies after a poor experience? Top Takeaways: Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors. Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences. Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences. Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights: 61% of consumers shared that trust in the information that companies provide to them is a top priority. 53% of bad customer experiences result in a decrease in spending. Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6% Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in! Quote: "The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business." About: Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How to Reduce Friction and Create Customer Loyalty Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience? What role does technology play in transforming the customer experience? Why should your customer experience strategies align with corporate goals? Top Takeaways: The customer experience has become the most important differentiator between companies. It's not just about the products or services offered but the entire journey and interactions a customer have with a brand. A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience. Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service. Edwin Margulies developed an 8-step process to help businesses tackle CX improvements: Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made. Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities. Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are. Workflow Candidates: Identify specific processes that are ideal for optimization and automation. Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization's current policies with the new automated processes. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey. CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation. Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in! Quote: "The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don't want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience." About: Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices