Amazing Business Radio

The Importance of Employee Experience to Customer Experience Shep Hyken interviews Alex Ross, co-founder and chief operating officer of Hire Horatio. He talks about leveraging customer experience as a competitive advantage and creating a work environment that employees love (beyond the paycheck). Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. Customer service can contribute to revenue growth by resolving customer issues and upselling, cross-selling, and retaining customers who may have been on the verge of leaving. In today's competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. Creating a positive and supportive work environment for customer service employees is crucial for employee retention in an industry known for high turnover rates. Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience. Tune in! Quote: "Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue. Now, investors are looking at retention and customer lifetime value, which all start with customer experience." About: Alex Ross is the co-founder and chief operating officer of Hire Horatio. He works with startups, providing them with invaluable customer support and back-office functions. 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 Increased Tipping Influences Value Perception and Customer Experience Shep Hyken interviews Forrest Morgeson, Director of Research at the American Customer Satisfaction Index and Associate Professor of Marketing at Michigan State University. He talks about how tipping and "tipflation" impacts customer satisfaction scores and the need for businesses to improve customer service and experience. Top Takeaways: The frequency of tipping, or "tipflation," has increased across industries. Businesses should consider tipping practices' impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip. Businesses should be mindful of these factors and strive to find a balance that doesn't cause customer discomfort. High customer satisfaction ratings contribute to the success of brands and can be indicators of financial performance. Companies that excel in simplicity, convenience, and NPS scores tend to outperform the market collectively. Positive experiences in one industry can shape customer expectations in others. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries. Brands should aim to provide consistent and engaging experiences across all touchpoints to meet customer expectations. While technology can enhance service delivery, it should be working well and dependable before implementation. Reliability is crucial to maintaining positive customer experiences and satisfaction. Plus, Shep and Forrest discuss ways to increase your customer satisfaction scores. Tune in! Quote: "When tipping becomes a common expectation in service interactions, consumers will mentally factor it into the price and value perceptions." About: Forrest Morgeson is the Director of Research at the American Customer Satisfaction Index. He is an Associate Professor of Marketing at Michigan State University, where he teaches marketing management, marketing strategy, and marketing research courses to EMBA and MSMR students. 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

The Impact of Speed in Winning and Retaining Clients Shep Hyken interviews Howard Moodycliffe, Chief Executive Officer of Timetoreply. He talks about how prompt communication can help companies build trust, enhance credibility, and increase customer satisfaction. Top Takeaways: In today's fast-paced world, customers expect timely responses across various communication channels. Whether it's email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations. Speaking of customers expecting quick and timely responses, if they wanted to wait, they would have waited to make ask their question or make their request in the first place. Businesses should value their customers' time and demonstrate respect by delivering quick and consistent responses. This not only helps in acquiring new clients but also strengthens customer loyalty and fosters long-term relationships. Email remains a dominant channel for B2B communication. Companies across different industries should customize their response speed based on the preferences of their customers. There is no one-size-fits-all approach, and understanding industry-specific expectations is essential to succeed. Consistency is crucial in providing an outstanding customer experience. It is not enough to respond quickly at the beginning of the customer relationship. You must always respond quickly. Maintaining consistent response times builds trust and sets proper expectations. Finding the right balance between speed and quality is essential. While quick response times are important, businesses should also ensure that their responses are accurate, helpful, and provide value to the customer. Timetoreply has a special offer for Amazing Business Radio listeners! Get one month of their email analytics and performance optimization software for free. Plus, Shep and Howard discuss how to create a positive experience even when delivering less-than-ideal news to your customers. Tune in! Quote: "Speed makes one of the highest impacts in increasing customer satisfaction whether you're looking to win clients or retain the ones you already have." About: Howard Moodycliffe is the CEO of Timetoreply, an email response management and analytics software that helps companies empower teams, delight customers, and boost revenue. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Leveraging Data to Improve Your Customer Experience Strategy Shep Hyken interviews Jason Barro, Partner at Bain & Co. and Founder of NPS Prism®. He talks about the importance of measuring and understanding Net Promoter Score (NPS) in improving customer experiences (CX) and driving business growth. Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. By identifying which episodes create promoters (satisfied customers) or detractors (unsatisfied customers), companies can focus on improving specific aspects of the customer experience. Customers don't just compare you to other companies within your industry. They compare you to the best experience they have ever had. It is crucial to examine why certain companies perform better than others. By analyzing what makes them successful, businesses can identify areas where they can improve and work towards closing the gap. Having a great product is important, but it can be overshadowed and rejected if accompanied by poor customer service. Likewise, even the best service may only temporarily excite a customer if the product fails to meet their expectations. Companies need to achieve a balance between product quality and customer experience. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. Tune in! Quote: "Happier customers are more valuable to the business. They buy more, stay longer, and bring their friends into your business." About: Jason Barro is a leader in Bain's Customer Strategy and Marketing practice. He is the lead partner and founder of NPS Prism ®, a customer experience and benchmarking service that provides businesses with actionable insights to build loyalty and grow sales. 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 Leadership is Overrated and The Power of an Ego-Free Workplace Shep Hyken interviews Chris Mefford, CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. He discusses creating a safe space for teams to feel engaged and empowered to work at their best. Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research, 70% of employees are disengaged at work. However, only 30% of leaders feel that way. In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Most of the time, people don't leave because of the company. They leave their managers. Leaders should give authority to their teams, not just responsibility. Often, leaders think they are empowering their team by giving them more work. Empower teams by listening to their ideas and enabling them to make decisions based on what they believe is best. In special forces like the Navy SEALs, the leader of a mission is not necessarily the highest-ranking officer but someone with the most relevant experience. The Navy SEALs practice "killing the leader," where they train by removing a leader or two to help the team understand that they are empowered to make decisions. Acknowledgment is the top motivator for workers, even more than pay. Giving credit and acknowledging the team's efforts along the way, not just when a project is completed, boosts engagement. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. An attractive fixed salary is number eight, while the number one factor is "Appreciation for your work." When leaders let their egos get in the way, it hinders collaboration and prevents teams from coming together to create amazing results. Great leadership requires humility and putting the team's needs above personal ego. Plus, Shep and Chris discuss what happens when egos are removed from the leadership with examples from Aretha Franklin to book retailers. Tune in! Quote: "Empathy is a billion-dollar industry. When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous." About: Chris Mefford is the CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. He helped the Dave Ramsey Organization win the “Best Place to Work” award for eight straight years. 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 Authenticity and Trust in Business through Impactful Communication Shep Hyken interviews Patrick McCullough, president of Hallmark Business Connections. He talks about how businesses can use the power of personalization at scale to strengthen relationships, create emotional connections, and enhance the customer experience. Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships. Sending cards for special occasions, milestones, or even reminders for appointments can show thoughtfulness and attention to detail. A well-thought-out client journey map can ensure that personalized notes are sent at the right moments. By mapping out the timeline of each client's relationship, businesses can create a systematic approach to sending cards and notes. Building trust and authenticity is crucial in business. Sending personalized notes creates emotional connections and reinforces the credibility and reliability of the brand or company. The physical and digital worlds can work together to enhance customer experience. By combining the magic of the "old school touch" with digital tools, businesses can create a seamless and impactful communication strategy. Businesses can use life touch points such as birthdays, holidays, Mother's Day, and Father's Day to connect with customers. But, what customers find surprising are business touch points that also create connections. For example, a customer signing up for a new health insurance plan may be expecting onboarding materials and contracts. So, sending a personalized note that says, "Thank you so much for choosing us, and we're going to do everything we can to stand by you." makes for a more wonderful start to the experience. The impact of personalized gifts goes beyond the moment it is received. It leaves a lasting impression and can be a catalyst for repeat business, increased customer loyalty, and referrals. Plus, Shep and Patrick talk about companies that have mastered personalization at scale. Tune in! Quote: "Greeting cards provide a tangible and unique way to break through the digital noise and make a lasting impression on customers and clients." About: Patrick McCullough is the president of Hallmark Business Connections, which helps businesses strengthen customer and employee relationships by deepening emotional connections with them through life event marketing. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Meeting Consumer Demand through Amazing Customer Support and Innovation Shep Hyken interviews Mark Ang, CEO and Co-Founder of GoBolt. He talks about taking a proactive approach to customer service and embracing technology to enhance the customer experience. Top Takeaways: · Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced by everyone in the organization, from senior leaders to frontline employees. · To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Utilizing cutting-edge solutions like chatbots and AI can improve efficiency and reduce ticket volume, allowing the team to focus on handling complex support issues. · Respond quickly and be available through your customers' preferred channels, such as phone, email, text, and social media. Customers have high expectations when it comes to responsiveness, and meeting those expectations can significantly impact customer satisfaction and loyalty. · Being proactive and using data to anticipate customer needs is a game-changer. By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support. · While technology plays a significant role in improving customer service, human interaction remains essential. It's about finding the right balance between AI-powered solutions and human touch to provide a seamless and personalized customer experience. · Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today. Tune in! Quote: "The goal is not to eliminate humans. The goal is to create more time for our people to deal with higher-level support requirements, manage more complex processes, and oversee different areas of the business." About: Mark Ang serves as the CEO and Co-Founder at GoBolt, an organization offering simple, customer-centric, and sustainable logistics solutions. 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 Marketing and Training Go Hand in Hand in Shaping Customer Perceptions Shep Hyken interviews Barry LaBov, the founder of LABOV Marketing Communications and Training and author of The Power of Differentiation. He discusses the importance of aligning marketing messages with employee training to create a unique and consistent customer experience. Top Takeaways: Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand's unique experience. If new hires don't receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers. Onboarding processes that quickly integrate new employees into the company culture are essential. Brands should aim to bridge the gap between their brand image and customer experience. If customers become excited about the product or brand, their expectations should be met or exceeded from the moment they interact with the business. Aligning the messaging and experience is crucial in maintaining customers' enthusiasm. Differentiating a product or brand starts from within. Before promoting to the world, it's important to share and celebrate what makes the product unique with employees. Ensuring employees are knowledgeable promotes consistency and helps avoid miscommunication or confusion. The right customer experience creates brand loyalty. Your brand's reputation is created by every individual representing the brand. It's important for employees throughout the organization to understand their role in shaping how customers perceive the brand. Regardless of location or demographic, customers expect a consistent and predictable experience. Plus, Shep and Barry discuss how engaging one employee at a time can be more effective than mass engagement. Tune in! Quote: "Marry the message to the experience. The marketing and promotion should be congruent with the actual experience the customer receives." About: Barry LaBov is the founder of LABOV Marketing and Training in Fort Wayne, Indiana. He empowers brands to impress their customers and capture the hearts of their employees. He is the author of The Power of Differentiation, a book that helps leaders discover and share what makes their brands unique. 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

Investing in Customer Experience and Employee Engagement Shep Hyken interviews Alan Masarek, CEO and Board Director of Avaya. He discusses prioritizing customer satisfaction and creating a positive workplace culture. Top Takeaways: Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities. In today's job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity. Companies need to create a work environment that employees never want to leave and would want to recommend to others. Providing innovation without disrupting existing systems is a strategic approach for companies with large installations. The gradual integration of new channels and capabilities can help customers evolve and expand in the journey they have chosen. Creating a clear and transparent roadmap is key to building trust with customers and employees. Companies can foster stronger relationships and restore confidence in their offerings by demonstrating reliability and actively involving customers in the decision-making process. This can be achieved through open communication, sharing long-term plans, and consistently delivering on commitments. Balancing financial results with customer and employee objectives is essential for long-term success. Companies should prioritize customer delight and creating value for shareholders. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results. Plus, Shep and Alan talk about Avaya's North Star and how it can be applied to businesses of any size, in any industry. Tune in! Quote: "The megatrend in business today is towards CX. Brands have to differentiate themselves based on customer experience.” About: Alan Masarek, CEO and Board Director of Avaya. He is the former CEO of Vonage. and brings over 30 years of software and cloud-based business 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

Balancing Technology, the Human Touch, and Customer Experience (CX) Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience. Top Takeaways: In the age of advanced technology, it's crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. Understanding and predicting customer needs are key to effective customer engagement. By analyzing their data and journey, businesses can provide tailored assistance "in the moment". This not only solves customers' problems efficiently but also strengthens the relationship. Provide seamless connections between various communication channels, including chatbots, apps, phone calls, and emails. The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels. Customer interaction often spans multiple departments or silos within a company. It is important for leadership and management to know that the customer doesn't care about silos and what is happening in the background. The only thing that they care about is that they have a great experience with you – and when they do, they reward you with more business. Repetition is unnecessary friction in delivering a seamless customer support. Customers dislike having to repeat themselves or go through verification processes multiple times. Companies should strive to streamline their support systems so that customers can connect easily and quickly without unnecessary steps or frustrations. When offering digital support systems, enable customers to reach a real person whenever needed. Use AI to provide contextual information to the agent as the conversation is happening. When AI pulls information from the customer's history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution. Plus, Shep and Tom talk about "wallet share" and how providing an amazing experience can help companies gain trust and become the go-to provider for all of their customers' needs. Tune in! Quote: "Different channels allow you to communicate with a business, and each one can serve a very specific purpose. All of these need to work together so that the customer experience isn't disrupted and there is no unnecessary friction to get from one channel to the next." About: Tom Martin is CEO at Glance, a software company focused on the enterprise space, helping businesses connect with their customers inside of a digital journey to bring in the human connection in moments of need. He is a CX contact center strategist, product lifecycle expert, and partnership builder. 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 is Transforming Customer Communication Shep Hyken interviews Anand Janefalkar, CEO and founder of UJET. He talks about the power of AI enhancing CX and how businesses can leverage it to improve customer support and avoid churn. Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience. They found out that the number one reason customers leave is rudeness or apathy. Almost 40 years later, our customer service and experience research has the same findings - the number one reason customers leave to do business elsewhere is rudeness or apathy. The evolution of customer communication has expanded beyond traditional phone and mail. Companies must embrace diverse channels like chatbots, social media, and visual communication to meet customer expectations and deliver a seamless experience. Customer service professionals and support agents now mostly consist of young professionals who are digitally acquainted. They are "obsessed" with their phones, and the internet has become a seamless extension of their day-to-day lives. Training them on a stack designed 20-30 years ago, which they have never used in their lives, then asking them to solve a problem for the customer without using their senses of visual and contextual information gathering is a recipe for disaster. The result can be rudeness that comes from frustration from the inability to solve that issue. Technology must feel intuitive. Just like smartphones became popular because they are easy to use, customer service platforms must prioritize user-friendly interfaces that make interactions effortless. They should have a human-first mindset when designing communication between customers, support agents, and AI. Organizations need to be responsible for using AI for customer interactions. Proper training, data, and empathy are crucial to ensure AI understands and responds appropriately to customers, providing a human-like experience while maintaining efficiency and accuracy. Plus, Shep and Anand discuss how AI can empower agents and increase their efficiency. Tune in! Quote: "Natural language processing and AI play a crucial role in customer communication. When communicating with customers, it needs to feel like you're explaining something just like you would explain it to a family or a friend." About: Anand Janefalkar is the Chief Executive Officer and Founder of UJET. Anand founded UJET to modernize the contact center by addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with changing human interaction landscape. 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

Creating a Diverse, Equitable, and Inclusive Workplace That Drives a Better Employee Experience Shep Hyken interviews Philip Mandelbaum, founder, and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. He talks about how prioritizing diversity, equity, and inclusion creates a supportive work environment that drives revenue growth and customer loyalty. Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. Many people in diverse workforces report being discriminated against. According to Deloitte's State of Inclusion survey, nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. Studies have shown that companies devoted to DEI (diversity, equity, and inclusion) earn 140% more revenue. They are 70% more likely to capture a new market and 35% more likely to outperform their competitors. There is a difference between equality and equity. Equality is about treating each person with respect regardless of their background. Equity is acknowledging that people show up to work under their own unique circumstances. It considers historical and present-day disadvantages and makes sure that each individual has the appropriate resources to succeed. Customers buy and support companies that care about the same things that they do. According to our 2023 Achieving Customer Amazement Study, sponsored by Five9, 43% of consumers believe it's important that a company has a social cause that's important to them. 41% are willing to pay more if the cause is important to them, making the price less relevant. 60% of Gen Z said they are willing to tolerate a poor service experience from a company that cares about the same things they do. Plus, Shep and Philip discuss who they think is the most important person in an organization - the CEO, the customers, the employees, or the shareholders. Tune in! Quote: "Diversity, equity, and inclusion are important to a business's internal success with the employees, which translates to customer success." About: Philip Mandelbaum is a 20-year industry veteran and thought leader in digital marketing, customer experience, and employee experience. He is the founder and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. 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

The Benefits of the As-A-Service Model Shep Hyken interviews Yann Toutant, founder of Black Winch and author of AS A SERVICE: Turn Your Product Based Business Into a Subscription Model. He talks about what an As-A-Service model is and how it impacts the customers, the business, and the environment. Top Takeaways: Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want. Customers often have many possessions that require their time and money to manage. In an As-A-Service model, customers become users instead of owners. Through usership, products will fulfill a need without the burden of maintenance, storage, and the added cost of owning. The benefit of usership in the As-A-Service model is that when the product or solution a customer subscribes to is no longer needed, they can easily opt out of it without being left with something they can't use. The As-A-Service model creates a circular relationship with customers. The interaction does not end when the sale is closed. Instead, companies provide an experience where customers have a much stronger connection to the brand through regular (daily, weekly, monthly) contact. There is a positive environmental impact with the As-A-Service model for physical products. When a user no longer needs a product, another user can use it, or the manufacturer can refurbish or remanufacture it into new equipment. Plus, Shep challenges Yann to think of a product that cannot be transformed into an As-A-Service or subscription model. Tune in! Quote: "Do you own your belongings, or do your belongings own you? I decided to rid myself of many belongings anchoring me down and go for usage instead of ownership. You don’t need to own something to get the best experience.” About: Yann Toutant is the founder of Black Winch, where he helps organizations focus on the customer experience by implementing a successful and scalable As-A-Service Model. His book, AS A SERVICE: Turn Your Product Based Business Into a Subscription Model, 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

Creating Simple and Convenient Customer Experiences Shep Hyken interviews Ricardo Saltz Gulko, Managing Director of Eglobalis and Co-Founder of the European Customer Experience Organization (ECXO). He shares how brands prioritizing simple and convenient experiences can gain a competitive advantage. Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Being nice and respectful is one thing, but there is more. There must also be a process behind delivering an amazing customer experience. Adoption means loyalty. Make it easy for your customers to adopt your products and services. This will make the difference between them continuing to do business with you instead of going to your competitors. There is a place for simplicity and complexity. Behind-the-scenes, your operation can be complex, allowing you to deliver everything your customers need and expect. However, on the surface, it needs to be simple. Most people have a limit on the number of decisions that they want to make in a day. A confused buyer will likely move on and find a place that’s easier to do business with. Make it simple for your customers without sacrificing quality. Measure and get feedback on the different points of the interaction throughout the customer’s journey. Use the data and feedback to improve the experience. Ricardo wrote a must-read article on why brands should simplify customer and employee experiences. Plus, Shep and Ricardo share how much money companies leave on the table by making experiences too complicated for their customers. Tune in! Quote: "If you don't design customer experiences around simplicity, you are leaving money on the table. The easier you make the experience for your customers, the sooner they will adopt your products and services." About: Ricardo Samuel Saltz Gulko is a global strategist focused on customer experience, operations simplification, technology design, and culture transformation. He is the Managing Director of Eglobalis and the co-founder & initiator of the European Customer Experience Organization. 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

Empowering Employees From the First 100 Days and Beyond Shep Hyken interviews Joey Coleman, an award-winning speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention. He shares why employees leave and how organizations can create a meaningful work culture that supports longevity. Top Takeaways: · You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both. · The first 100 days are the most important time in the entire relationship with an employee because this is where the foundation is laid. How we onboard employees and make them feel part of our organization’s community can differentiate whether they will be long-time employees or leave as fast as they came. · When onboarding and acclimating your employees, the number of days you're willing to spend teaching them, showing them the ropes, and “holding their hand” is directly proportional to the number of months they will stay as an employee. · Work Institute did a massive survey of exit interview investigations, and here's what they found - Top 5 reasons why employees leave: · Reason #1 Career - 24% of the employees leave because they couldn't see a clear career path. · Reason #2 Job - Stress, lack of resources, training, and empowerment. · Reason #3 Health and Family - Their personal health or a responsibility to care for kids or aging parents. · Reason #4 Work-Life Balance - Travel, commute, or scheduling. · Reason #5 Rewards - Only 9% of employees leave for a bigger paycheck. · Employers may care about their employees, but the employees themselves may not know it. Your employees probably have no idea of all the time and effort you're spending thinking about making payroll, advancing their careers, and making sure people don't suffer burnout. Share it with them, but when you do, spend a little less time telling and a little more time showing. · Plus, Joey shares the two of the eight phases of the employee journey that every organization needs to ace. Tune in! Quotes: “If you're not painting a clear path for your people and expecting them to manage and figure out their careers on their own, then you deserve to lose them.” About: Joey Coleman is the creator of the First 100 Days® methodology for improving customer and employee retention. He is the author of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days and Never Lose an Employee Again: The Simple Path to Remarkable Retention. 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

Leveraging Content and Social Media to Provide Customer Care Shep Hyken interviews Mich Hancock, CEO of 100th Monkey and the host of MichMash Podcast. She talks about how brands can use digital content and social media to communicate with customers, showcase their values, and enhance customer experience. Top Takeaways: Social media is called "social" for a reason. It's more than posting branded content. It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. Respond thoughtfully to every comment, positive or negative. Instead of replying with a generic "thank you" each time someone leaves a comment, respond in a way that makes the customer feel heard as an individual. Customers are watching you on social media. They are especially watching how you handle negative comments or complaints. When you handle negative comments effectively, it gives customers tremendous confidence to want to do business with you. Remember, you are not trying to win an argument, you are trying to win the customer – and in the world of social media, everyone can watch Social media is a way for businesses to bring people into their community. It is a way for brands to tell a story about their business so customers can get to know them better and understand how they work. When you offer customer care through social media, educate your customers to go to that channel, and make sure you are monitoring those channels and engaging with your customers promptly. Plus, Mich shares how companies can share their values, message, and authenticity with their customers. Tune in! Quotes: "Customers like to do business with companies that care about the same things that they do. If you support an amazing cause, you should talk about it because it says a lot about you." About: Mich Hancock is the CEO of 100th Monkey. She is the Co-Founder and License Holder of TEDxStLouis and the host of Michmash Podcast, where she helps individuals and organizations raise their voices and be heard. 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

Delighting Customers Through Effective Communication Shep Hyken interviews Justine Tavares, Director of Customer Success at TextExpander, a productivity tool that automates repetitive tasks and improves communication efficiency. She talks about improving customer relationships through customer-centric, up-to-date, and consistent messaging. Top Takeaways: TextExpander allows you to access all of the things your team needs at their fingertips. It empowers teams to access the information they need to do their day-to-day, such as support responses, e-mail replies, sales pitches, and many more. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Up-to-date and consistent messaging ensures customer delight. Whenever an update is implemented within your organization, ensure it is communicated from the frontline to the back office so that everyone can access the same information. You don't always make decisions that are going to make the customers happy, but always keep them in mind when making them. Proactively communicate changes that could impact customer experience. Provide transparent and open communication with your customers. When there's a change that a customer may not be excited about or happy about, it is received better. Over-communication is better than no communication. Having information gives customers a sense of control and confidence even when they are facing problems or delays. When you want to create loyalty and an amazing experience, the word you want to hear the customer use is "always" in front of something good. For example, "They always take care of me even when there's a problem." Plus, Justine shares how TextExpander uses "white glove onboarding" to meet customers where they are. Quotes: "The customer should be at the core of everything that we do. We think about the customer first in every decision we make and every product we release." About: Justine Tavares is the Director of Customer Success at TextExpander. She empowers her team to create customer-centric strategies to help individuals and teams achieve productivity goals. 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

Happy Employees, Happy Customers Shep Hyken interviews Tiffani Bova, bestselling author and global customer growth and innovation evangelist at Salesforce. She discusses the link between employee experience, customer experience, and company growth. Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate. If you are going to do something for your customers to enhance their experience, make sure you recognize its intended or unintended impact on your employees. When you implement changes to improve CX, make sure you are not increasing the difficulty for your employees to do their jobs. Companies have over-pivoted the customer experience at the expense of all else. You need to be flexible because when you pivot, you turn your back on something. 54% of the C-Suite believe that the technology their employees use is effective for them to do their job. Only 32% of employees agree with that statement, and only 20-ish% of customer-facing employees agree. To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees. Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS). Tiffani shares highlights from her latest book, The Experience Mindset: Changing the Way You Think About Growth, including an intentional approach to happy employees for every team in your organization. Plus, Shep and Tiffani share what happens when executives actually spend time with customers (with examples from Starbucks and Microsoft). Tune in! Quote: "Many executives don't use the tech their employees use. They do not experience inefficiency, yet they are very focused on productivity. They focus on the customers, but they are not aware of what systems, tools, and training are in place that allow or inhibit their employees to be the best that they could be." About: Tiffani Bova is the global customer growth and innovation evangelist at Salesforce. She is the Wall Street Journal, bestselling author of Growth IQ. Her latest book, The Experience Mindset: Changing the Way You Think About Growth, is now available on Amazon. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How Brands Can Find a Balance Between Incentives and Emotional Connection Shep Hyken interviews Mark Ross-Smith a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com. He talks about the roles of transactional and emotional incentives and how brands must learn to balance the two to build long-term customer loyalty. Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study, 69% of customers say loyalty programs are important to them. That’s almost seven out of ten customers who appreciate a good loyalty program. True loyalty programs are not just about points and perks; that is more about marketing. True loyalty is when a customer chooses to do business with you even when they have other options, regardless of the rewards. A successful loyalty program is not designed for everyone. It should work really well for a certain group of customers and reasonably well for a slightly larger one. There are two ways to get people more invested in a brand. First is the transactional way, such as getting customers to subscribe to a product. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Transactional incentives and emotional engagement have their roles in creating loyalty. Brands must learn to find a balance between the two to build long-term customer loyalty. Some brands use the five love languages to tap into the emotional side of their customers - Words of affirmation ("You're one of our most important customers."), Quality time (Spending time to ask them about their day or their experience), gifts, acts of service, and physical touch (a handshake or a gentle tap on the shoulder when appropriate). Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. Tune in! Quote: "Be a customer of your own product. Learn the challenging situations that your customers face throughout their experience. Being a customer of your business is fantastic training for learning how to improve the customer experience and the loyalty experience." About: Mark Ross-Smith, a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com, a loyalty platform that helps individual consumers and corporate clients get equivalent value status with a competing airline and hotel. 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 Leveraging Artificial Intelligence Can Be a Win-Win Contact Center Agents and Customers Shep Hyken interviews Mario Matulich, President and Managing Director of Customer Management Practice. He talks about how organizations can use artificial intelligence and self-service options to empower support agents and elevate the customer experience. Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers. It gives companies solution to create a better agent experience, and it allows the customers to resolve issues quickly without having to put up with long wait times. To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development. Artificial Intelligence will not eliminate the need for customer support professionals. Instead, it will assist agents with knowledge management, eliminate mundane work, and allow agents to focus on what they do best: serve customers. Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction. The employees in the frontline do more than answer phones. They retain customers, generate revenue, and serve as an extension of the research and development department. They have information and insights from interacting with customers that managers and C-suite may not have access to. Plus, Shep and Mario discuss what to expect in Customer Contact Week Las Vegas on June 19-20, 2023, featuring a keynote speech from Grammy® Award-winning Musician & Entrepreneur, Pitbull. Tune in! Quote: "Customer preferences have shifted dramatically in the last couple of years. Many customers want to self-serve. They want to effectively find a quick resolution to their challenges without the assistance of another human being, and AI can make that possible." About: Mario Matulich is the President and Managing Director of Customer Management Practice, a leader in market research, events, and customer-centricity. He played professional baseball for the Cleveland Guardians. 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