Amazing Business Radio with Shep Hyken-logo

Amazing Business Radio with Shep Hyken

Business & Economics Podcasts >

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

Small Change, Big Payoff with Laurie Guest

10/15/2019
More
Shep Hyken interviews Laurie Guest. They discuss her recent book, The 10¢ Decision: How Small Change Pays Off Big, which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service. The Interview with Laurie Guest:Business leaders don’t always need to spend a lot of time or energy to improve their customer experience. Small, simple changes can go a long way toward positively impacting customers.Consider your word choice when...

Duration:00:28:37

Customer Service Drives Value Featuring Guest Sam Lessin

10/8/2019
More
Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin:The world is becoming more customer-centric, but not every company is keeping up. There must be more training and coaching present within contact centers and customer-facing roles.Measurement is everything. You can only change what you measure. You must measure and collect data...

Duration:00:29:01

The Analytic Customer Experience Featuring Guest Tom Goodmanson

10/1/2019
More
Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson:The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re competing primarily on the basis of customer experience.With all the recent advancements in...

Duration:00:32:00

Customer Understanding Featuring Guest Annette Franz

9/24/2019
More
Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz:Customer understanding is a cornerstone of a customer-centric culture. You must understand who your customers are, the experience they’re having, the problems they face, their goals, and...

Duration:00:26:57

Customer Service Will Never Go Out of Style Featuring Guest Paul Selby

9/17/2019
More
Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby:Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reached faster, which makes the customers happy and eliminates extra work for customer support...

Duration:00:27:18

Love in Business with Steve Farber

9/10/2019
More
Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber:Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business. Doing only what you love is called retirement—but you don’t necessarily need to be retired to feel this way.Societally, we are unaccustomed to...

Duration:00:31:50

Customer Centricity in Business Featuring Guests Peter Fader & Sarah Toms

9/3/2019
More
Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manifesto,” which teaches individuals and organizations how to build a customer-centric culture. The Interview with Peter Fader & Sarah Toms:A key term is CLV, which stands for “customer lifetime value.” Taking this into account, it is almost always more profitable to retain existing customers versus acquiring new customers.There are high-, mid- and...

Duration:00:32:06

The Emotional Customer Experience Featuring Guest Chris Bauserman

8/27/2019
More
Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement. The Interview with Chris Bauserman:The experience economy has changed dramatically over time. Today, who we choose to do business with has much more to do with emotion than with products, technology, or even price point. The companies that differentiate themselves...

Duration:00:30:49

Think Like Amazon with John Rossman

8/20/2019
More
Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman:Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation. Even though your business may change, a consistent system will drive you to success.Identify the durable customer needs in your industry—the...

Duration:00:33:37

Mapping the Customer Journey Featuring Guest Jim Tincher

8/13/2019
More
Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview with Jim Tincher:What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business. Journey maps can be used as effective tools to drive change and improve the customer experience.It is important to make the journey map highly visual. This will help people...

Duration:00:28:41

"Sense and Respond" Culture with Jeff Gothelf

8/6/2019
More
Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf:Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers.Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and...

Duration:00:32:16

Crisis Management in the Customer Experience Featuring Guest Josh Ginsberg

7/30/2019
More
Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsberg:When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity. If a company has already established a track record of integrity when there is no crisis, it will be much easier for customers to trust they will fix a problem.There are three main...

Duration:00:32:16

The Trap of “Nincompoopery” in Business and CX Featuring Guest John Brandt

7/23/2019
More
The Interview with John Brandt: There’s often a disconnect between organization leaders and customers. Leaders live in a “customer-free zone” where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. The most important factor to customers is that they feel heard and cared about by the company and its representatives.Get to know your customers. See your organization through their eyes, and take time to shop, work, and even live alongside...

Duration:00:31:21

"Yes" is the Answer; What is the Question? Featuring Guest Cameron Mitchell

7/16/2019
More
Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What is the Question?. The Interview with Cameron Mitchell:Be goal-oriented. Know the difference between working for a paycheck and working for your career.Define your company’s core values and culture first. Then, build the company for the people, by the people.Rather than putting the guests/customers first, put...

Duration:00:32:20

The Five Core Values of Company Culture Featuring Guest Michelle Hayward

7/9/2019
More
Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Interview with Michelle Hayward:Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture. They are:Intentionality – It is important to approach your work with intention every day. This helps you be bold, confident, and prepared. Intentional people know what’s expected of them and...

Duration:00:31:29

Punk CX with Adrian Swinscoe

7/2/2019
More
Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe:The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherently, was born out of a desire to disrupt and simplify. That’s what needs to happen with customer...

Duration:00:30:57

A Passion for Convenience Featuring Ford Blakely

6/25/2019
More
Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with human connection. When faced with a problem, it’s important to approach it from the standpoint of convenience. How can you fix things to make them more convenient for your customers and employees?The concept of convenience has come more front and center over the past few years. This is largely due to two main factors. First, the review economy put control in the hands...

Duration:00:29:01

Does a Bad Customer Experience (CX) Really Matter Featuring Guest Mary Drumond

6/18/2019
More
Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. The Interview with Mary Drumond:It’s important to look into the reasons why customers make their decisions. Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation. That means a huge piece of the puzzle is...

Duration:00:36:57

From Content Marketing to Content Experience Featuring Guest Randy Frisch

6/11/2019
More
Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience. The Interview with Randy Frisch:Content marketing, and consumers’ expectations of it, has changed drastically in recent years. No longer are content marketers responsible for sales only; now, they influence the entire customer experience.In order to...

Duration:00:31:24

Social Media and the Customer Journey Featuring Guest Jamie Gilpin

6/4/2019
More
Shep Hyken interviews Jamie Gilpin. They Discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: •The advent of social media has opened new channels for marketers. Marketing is no longer concerned with sales alone; now, marketers must take the whole customer experience into consideration. Social media can provide invaluable insights to marketers for every stage of the...

Duration:00:29:09