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Amazing Business Radio

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.

Location:

United States

Description:

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

Twitter:

@Hyken

Language:

English

Contact:

314-692-2200


Episodes

The Customer Experience is the Product Featuring David Priemer

6/30/2020
Top Takeaways:- The product or service you sell isn’t actually your product—the experience you provide your customers and clients is your product! In short, the experience is your product. - Your goal should be to create a beautiful product, and then elevate that product to another level through the amazing experience you provide. - Salespeople must consider the tactics they’re using on their customers and ask themselves if those tactics would work on themselves. If you wouldn’t respond well...

Duration:00:27:40

The Future of Customer Feedback Featuring Martha Brooke

6/23/2020
Top Takeaways:- In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you. - Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them. - There are generally four good reasons and ways to use surveys to collect customer feedback: 1. Tracking studies utilize data from surveys to help both parties...

Duration:00:23:39

Facial Coding in the Customer Experience Featuring Dan Hill

6/16/2020
Top Takeaways:- Facial coding is not facial recognition, but rather how emotions are displayed on the face. - Facial coding is universal, spontaneous and abundant. In other words, it is a plentiful resource of information that, when properly utilized, can help companies understand their customers and ultimately create a better customer service experience. - Collecting and interpreting data from facial coding can help companies understand whether or not customers are having a good experience...

Duration:00:28:15

Culture Design in the Customer Experience Featuring Jason Korman

6/9/2020
Top Takeaways:- Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees. - Think of your organization as a community of people who are tasked with certain outcomes. Help employees understand their purpose and the outcomes they are responsible for; in short, it’s about the employee mindset. - Shift the focus away from making money to taking better care of...

Duration:00:29:50

Redefining Influence in the Customer Experience Featuring Stacey Hanke

6/2/2020
Top Takeaways:- Influence is not what most people think it is. It’s not something you can turn on and off, but is instead about consistent messaging (both verbal and nonverbal) that drives people to action. - Customer service is all about relationships. Those relationships are built over time through consistent communication and interactions. Predictability and consistency are the foundation for a good customer experience. - Remember that communication happens both through language and...

Duration:00:29:09

Machine Learning in the Customer Experience Featuring Cameron Weeks

5/26/2020
Top Takeaways:- Many customers believe that companies don’t about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience. - The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit. - Frontline customer service agents have valuable information and data about the...

Duration:00:28:22

Leading with Empathy Featuring Jeff Nicholson

5/19/2020
Top Takeaways:- Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service took too long in terms of hold times and time to resolution. Customers’ expectations have now increased, driving the need for better customer service up even higher. - There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume. -...

Duration:00:28:47

Proactive Customer Service in Times of Change Featuring Jonathan Lerner

5/12/2020
Top Takeaways:- Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either! - In order to have a great customer experience, you must have a great employee experiences that incorporates and is empowered by digital technology. Neither technology nor the human element should be sacrificed. - Prioritize adding proactive service to your CX strategy. This means incorporating strategies to fix problems before they occur. - Technology can help make agents more productive,...

Duration:00:27:39

Crisis Management and the Customer Experience Featuring Ronn Torossian

5/5/2020
Top Takeaways:- A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values. - When it comes to customer service and customer loyalty, it is important to attempt to understand your customers’ values. If you can resonate with what is important to your customers, you will build a more loyal customer base. - Be mindful not only of what you say, but how you say it. These elements have a huge effect on...

Duration:00:23:02

Humanize the Customer Experience Featuring Rowan Trollope

4/28/2020
Top Takeaways:- A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location. - One of the downsides to working remotely is the lack of human interaction and creative in-person collaboration. Communication technology (such as Zoom, Microsoft Teams and Slack) can help combat this. - The biggest mistake companies make when converting to a remote workforce is attempting to...

Duration:00:30:08

Start by Being a Great Place to Work Featuring Eric Chester

4/21/2020
Top Takeaways:- When the economy is bustling and the unemployment rate is low, the resultant labor shortage makes it very difficult to find (and keep) the best employees for the job. - Even a single bad employee can dramatically impact the morale of other employees. But customer service ultimately suffers the most at the hands of a bad employee. - When you understand the differences between yourself and your employees, you will understand how to manage them better and ultimately be a better...

Duration:00:32:34

Working Remotely in Times of Crisis Featuring Daniel Ramsey

4/14/2020
Top Takeaways:- These are strange and unprecedented times. In a very short amount of time, the United States has shifted from having only 5% of its workforce working remotely to over 50%. - Virtual assistants and workers can help you deliver your value proposition by handling essential tasks that don’t necessarily drive business—such as answering the phone, managing calendars, etc. - On average, it takes companies 60-90 days to find, hire and onboard a new employee. Turning to a virtual...

Duration:00:23:31

Empowering Humans to Be Human Featuring Vit Horky

4/7/2020
Top Takeaways:- The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations. - People use technologies such as AI in their daily lives more than they realize. A good example is a Google search. It is the artificial intelligence behind that search engine that allows it to work as well as it does. - Customers have very little trust in AI and chatbots when it comes to a need for deeper connection...

Duration:00:29:36

The Customer is Your Bottom Line Featuring Horst Schulze

3/31/2020
Top Takeaways: - Everything you learn comes from others. Everyone has an obligation to share what they learn so that more people may benefit. Pass on what you have learned. - No matter what the outcome of your business is, it all starts with your employees doing the job they’re supposed to do. - In order for your business to succeed, you must first understand your market—your customers. You must know what they want and need before you can begin to meet their expectations. - Employees must...

Duration:00:28:49

Marketing and the Customer Experience Featuring Mathew Sweezey

3/24/2020
Top Takeaways: - Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences. - Studies have also shown that there is a significant gap between the experience businesses believe they’re delivering and the one that their customers are actually receiving. - Marketing is largely responsible for the creation and sustainment of experiences. Therefore, customer experience is the new marketing. - Companies need to have a complete...

Duration:00:27:28

Customer Value is Company Value Featuring Rob Markey

3/17/2020
Top Takeaways:- NPS refers not only to the Net Promoter Score, but also to a system that is a set of behaviors, actions and technology that provides customer feedback directly to frontline employees. While the score itself is important, the bigger impact is on frontline employee learning, making customers feel as though their voice is heard and valued. - When asking for customer feedback, model your approach off of NPS and Enterprise Rent-A-Car’s original Service Quality Index: ask a single...

Duration:00:32:56

The Secret to Getting Customer Reviews Featuring Rupesh Patel

3/10/2020
Top Takeaways: - Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customers are reading reviews online or on some industry forum before they decide to do business with you. - Customers look for recent reviews when researching your business. Studies have shown that reviews older than 3 months are considered irrelevant. - If you don’t follow up with your customers, don’t get their feedback and don’t ask for reviews, you are...

Duration:00:30:46

The Radical Relevance of Customer Experience Featuring Bill Cates

3/3/2020
Top Takeaways:- An organization’s message is related to their brand promise and customer experience. The experience needs to deliver on the customer’s expectation, which is created by the brand promise. - Everyone in the organization needs to be in alignment with the message and be able to describe the value. This applies regardless of whether someone is in a customer-facing role or not. - The same consistent message and experience must be delivered to internal customers (employees) as well....

Duration:00:29:21

Be the Disney of Your Industry Featuring Teri Yanovitch

2/25/2020
Top Takeaways:- It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work. Any and every company is capable of putting in hard work. - Give potential employees a taste of your company’s culture right away. Be upfront about the requirements of the position and the expectations for success. This will help eliminate candidates who may not be the best fit. - During the candidate’s interview, don’t ask all the questions. Allow the applicant to ask questions...

Duration:00:27:59

The Customer Experience Revolution Featuring Claire Sporton

2/18/2020
Top Takeaways:- It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive positive change within your organization. - Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. It is crucial to be able to determine what is important and what is not. - Customers want and expect a personalized experience. Microdata is specific to...

Duration:00:28:56