Amazing Business Radio

Building Loyalty at Every Step of the Customer Journey Shep interviews Melissa Puls, Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti. She talks about the importance of customer success, the subscription business model, and how AI is transforming customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: 1. What is customer success? 2. What is the difference between customer success and customer support? 3. Why is it important to start the customer success process as soon as a deal is signed? 4. What impact does proactive customer service have on customer satisfaction and loyalty? 5. How can businesses use a subscription model to build long-term customer relationships? Top Takeaways: · A business isn’t just about making money. It’s about getting and keeping customers. Profit will result when you serve your customers well. · Customer success is different from customer support. Customer support helps when there’s a problem or technical issue, but customer success aims to keep problems from happening in the first place. Customer success teams work with customers from the beginning of the relationship to make sure they are fully utilizing the features of a product to serve their business. They proactively reach out before issues even become problems. · The renewals don't start when a subscription ends. They begin with the very first interaction, making sure that customers are happy and using the product well from the start. When customers are happy, the decision to keep doing business with you becomes easy. · The best companies try to anticipate issues and reach out before they happen. Checking in, providing helpful information, and teaching customers how to get the most from your product are what create loyal customers. · Companies can use data and technology, such as AI, to spot patterns in customer behavior and predict what customers will need next. By paying attention to how customers use a product and when they might need help, businesses can step in with support before a small issue becomes a big problem. This reduces customer churn by giving them confidence that your team will be there for them when needed. · Delivering a great customer experience takes teamwork across marketing, sales, support, and customer success. All parts of the company need to work together to deliver a consistent, high-quality experience. · Plus, Shep and Melissa discuss how every business, regardless of industry, can successfully adopt a subscription model that keeps customers coming back. Tune in! Quotes: "Customers buy from other customers. Create advocates in your customer base." "The most exciting thing about customer experience is to be able to correlate and collect information that your customers give you to make their experience better." "Many people confuse customer success with customer support. In reality, customer success is about proactively ensuring customers never need to call support unless there's a genuine technical glitch." "Anticipate your customer's needs before they even know they need it. Use the data and technology like AI to predict issues and churn so that you can get more productive." "The best companies out there put customers at the center of everything they do. That is how they are going to grow today and into the future." About: Melissa Puls is the Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti, overseeing the entire customer journey from awareness to renewal. She is focused on helping companies enhance every stage of 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

Creating an Actionable Customer-Centric Company Culture Shep interviews Sean Crichton-Browne, co-founder of Market Culture and co-author of The Human Culture Imperative. He talks about how organizations can drive business success by focusing on building a customer-centric culture of empowered employees. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What's more important, happy customers or happy employees? How does starting with the end goal of happy customers encourage better customer service? What role does leadership play in creating a strong culture of customer-centricity? How can a company's internal culture directly impact the quality of the customer experience? How does employee engagement influence customer loyalty and retention? Top Takeaways: Whenever you're working to improve customer experience, it helps to begin by picturing how you want your customers to feel at the end. Imagine what you want the customer's experience to be. Work backward from your goal, which is happy and loyal customers, and figure out what is needed at every level of the organization to achieve it. Happy employees create happy customers, but flipping this idea on its head can create great results for your organization as well. Making customers happy can actually make employees feel better about where they work. It leads to a better work environment that motivates and engages employees. When customers are satisfied with the product or service, employees don't have to respond to as many complaints or stressful situations, which makes their jobs more enjoyable and fulfilling. Happy customers often give positive feedback, creating a sense of pride for everyone on the team and encouraging even better service. Listen to your customers. Ask them what they want and what's important to them. When you focus on understanding and meeting those needs, you create a connection between leadership, employees, and customers. Empowering employees, especially those who deal directly with customers, improves the customer experience. When staff can act quickly to solve issues or offer solutions, without always needing a manager's okay, problems get fixed faster, and customers feel seen, heard, and valued. The stories told inside a company, whether big or small, have a lasting impact on culture. When employees hear about coworkers going the extra mile for customers or leaders making decisions that put customers first, they inspire similar behavior that can be operationalized for consistency. Plus, Sean shares more "golden nuggets" from his latest book, The Human Culture Imperative. Tune in! Quote: "Put the customer at the center of the business and focus on their satisfaction. Because if we don't have a customer, we don't actually have a business." About: Sean Crichton-Browne is the co-founder of Market Culture, a company dedicated to helping organizations understand and implement customer-centric cultures. He is the co-author of The Human Culture Imperative: The Leader's Playbook for Innovation and Sustainable Growth. 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 Build Meaningful Customer Relationships by Investing in Employee and Customer Experience Shep interviews Lance Gruner, CX expert, keynote speaker, and author. He talks about the intersection of AI and customer experience, the importance of leadership accountability, and key insights from his new book, 10 Things They Hate About YOU: A CX Playbook for Leaders. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does artificial intelligence impact customer service interactions? Why is it important for business leaders to personally experience their own customer journey? Should companies be concerned about AI replacing human customer service agents? How can businesses leverage AI to make customer service agents more effective? Why do broken processes cause customers to leave, and how can businesses address them? Top Takeaways: One of the fastest ways to lose customers is to have processes that don't work as they should. Leaders need to understand what customers go through every day. The best way to do this is to "walk the property," which means experiencing the company's products or services just like a customer would. By seeing things from the customer's point of view, leaders can spot problems and understand where things fall short. Artificial intelligence is changing customer service. It can make agents smarter by helping them access relevant information faster and deliver more personalized responses. However, it is important to remember that AI is just a tool, not a cure-all. It is only as good as its programming and the system that it is added into. Make using self-service easy and inviting. When introducing new technology or self-service options, don't just point customers in the right direction. Lead them there and show them how it works. If a customer needs help, solve their problem first, then take a moment to teach them how they could do it themselves next time. Customer relationships are built on trust. When companies fail to deliver on promises, like missing deliveries or not solving problems, customers stop believing that the company will take care of them. Long-term loyalty is built on consistency, transparency, and trust. Investing in training for team members pays off because it leads to better service and happier customers. Make sure they are well-versed with your current processes before adding new steps and technology into their workflow. Small details send big messages about how much a company cares about its customers' experience. Companies that pay attention to every touchpoint, no matter how minor, such as a friendly gesture or easy-to-find information on a website, earn their customers' respect and trust. Plus, Lance shares a few of the 10 things they may hate about you and your brand. Tune in! Quote: "When done right, using AI can improve speed and accuracy, help with personalization, and give employees more time to focus on high-value work." About: Lance Gruner is a seasoned leader with over 30 years of experience in the customer service and hospitality industries. He has helped global companies such as the Ritz-Carlton and Mastercard deliver outstanding 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

Transforming Ordinary Customer Moments into the 'Best Day Ever' Shep interviews Steve Spangler, Emmy award-winning television host, STEM educator, and bestselling author. He talks about his new book, The Engagement Effect, and how leaders, teachers, and businesses can create powerful, engaging experiences that ignite emotional connections, build trust, and inspire action. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can leaders create more engaging experiences for their customers and employees? How can emotional and intellectual connections drive stronger customer loyalty? Why is it important for businesses to treat engagement as an experiment rather than a fixed process? How can leaders and managers inspire employees to deliver exceptional customer service? How can companies operationalize the "best day ever" experience for both customers and team members? Top Takeaways: Engagement is about creating experiences, not transactions. Create an experience that connects emotionally and intellectually with your customers by making them feel involved and valued. Treat engagement as an experiment. Try new things, see what works, and don't be afraid to fail or make changes. When leaders create a culture where it's okay to try and sometimes fail, employees feel more comfortable contributing and taking risks. The way you treat your employees and customers shapes their experiences and loyalty. Positive experiences lead to better engagement, while negative ones can create lasting disengagement. It's not enough to have a great product. What elevates your brand is how you present it. What creates a loyal following is getting people excited, curious, and the desire to be involved. Allow your customers to help craft their experience. Sometimes, your customers will create powerful moments themselves, and your job is to set the stage and then step back. Invite feedback and participation. Pay attention to what they find most meaningful and operationalize it so that it becomes a part of the typical experience. Approach leadership with a teacher's mindset. The best leaders don't just tell people what to do. They inspire, guide, and help others discover answers for themselves. Plus, hear how Steve's viral Mentos-and-Diet-Coke experiments, Chewy.com's famous pet owner story, and more real-world examples bring the engagement effect to life. Tune in! Quote: "The engagement effect is when you emotionally and intellectually connect to an experience, and it makes the customer move forward with an action." About: Steve Spangler is an Emmy award-winning TV host, STEM educator, and bestselling author. He is known for making science unforgettable through TV, social media, and live demonstrations. With over 4.3 billion video views and years on DIY Sci and The Ellen DeGeneres Show, he has inspired millions worldwide. His latest book, The Engagement Effect: Cultivating Experiences that Ignite Connection, Build Trust, and Inspire Action, is out now. 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

Transforming Ordinary Interactions into Luxury Experiences Shep interviews Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences. She talks about how any business, regardless of size or price point, can create a luxury-level customer experience by focusing on making customers feel seen, heard, and valued. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the common misconceptions about delivering a luxury customer experience? How can businesses provide a luxury-level service even if they are not selling expensive products? How does high-quality service contribute to a feeling of luxury for customers? What are the five luxury levers that businesses can use to elevate their customer experience? What are the four experience mindsets that influence how customers perceive and value luxury? Top Takeaways: Luxury is not just about the price tag. It's about the experience you create for people, whether you're selling a high-end product or something affordable. Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop. Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you're a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail. A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back. The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition. Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment. Plus, Neen talks about the five actionable "luxury levers" that she writes about in her book, Exceptional Experiences. Tune in! Quote: "Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent." About: Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business. 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 Better Employee Experiences Through Leadership Shep interviews Mita Mallick, marketing and culture change expert and bestselling author. She talks about her book The Devil Emails at Midnight and the impact of internal workplace culture on employees and customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What impact does internal workplace culture have on the external customer experience? How can leaders set healthier communication boundaries with their employees? How can companies create an inclusive culture that values both employees and customers equally? What are some negative leadership behaviors that can affect employee engagement and customer service? Why is it important for leaders to address problematic employee behavior immediately? Top Takeaways: Employees are sometimes the 'forgotten customers' in a business. Just as companies focus on serving their external customers, it is important to also care for internal customers, your team members. When employees feel valued and respected, they are more likely to treat customers in the same way. The quality of service on the outside is often a reflection of how employees are treated within the organization. The worst behaviors in any workplace become part of its culture if they are allowed to continue. Whether it's disrespect or disengagement, what leaders and team members let slide becomes the norm. Leaders should consider whether their personal habits force their team members to sacrifice their personal time. Work doesn't need to spill into all hours of the day and night. For example, when employees feel pressured to respond to emails outside of their work hours, it can cause burnout and stress. Even a simple message like "no need to respond right away" can help set healthy boundaries. When things change, you have to be willing to revise your goals. Have an honest conversation with your team to find out if they have all the tools and resources that they need to achieve a goal. If not, find out if you can help them or if it is time to set more realistic goals. Admitting when you are struggling shows strength, not weakness. If someone is dealing with personal struggles, being open about it helps others understand and can make the workplace more supportive. Bad bosses can teach as much, if not more, than great bosses. Watching what doesn't work and feeling the impact of negative behaviors can inspire people to do the opposite. Great leaders regularly examine their own behavior. It's easy to spot toxic bosses in others, but it is harder to recognize those traits in yourself. Leaders should take the time to ask themselves, "Am I making it harder for someone to succeed here?" Plus, Mita shares memorable stories of bad bosses she's encountered (including herself) and the lessons from those experiences. Tune in! Quote: "The biggest complaint in any relationship, whether at home or work, is a lack of time for each other. If you're not making time for your team, you really need to ask yourself why you're leading them." About: Mita Mallick is an inclusive marketing expert and cultural change agent known for transforming organizations. She's the bestselling author of Reimagine Inclusion and , The Devil Emails at Midnight: What Good Leaders Can Learn From Bad Bosses. 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 and Data Shape Modern Customer Experience and Engagement Shep interviews Chris Koehler, Chief Marketing Officer at Twilio. He talks about creating exceptional customer experiences by leveraging personalization, customer trust, and AI. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What defines an amazing digital customer experience today? How can businesses personalize digital interactions? Why is trust crucial in building long-term customer relationships? Why is it important for companies to use customer data responsibly and transparently? How does reducing friction impact customer satisfaction and retention? Top Takeaways: Personalization isn't just about using someone's name but about remembering their preferences, past actions, and making timely suggestions that fit their needs. When customers receive an experience that feels like it was made just for them, it leaves a strong, positive impression. Customers love it when a company remembers who they are and what they like, so they don't have to repeat themselves every time they interact or use another channel to communicate. Customers expect brands to use their data wisely and responsibly. It's not just about protecting information. It is also about applying it in ways that matter to customers. Trust is built when companies use data to solve problems or anticipate customer needs. Transparency is the foundation of customer relationships. When companies are up front about when customers are talking to AI and make it easy for them to connect with a human when necessary, they like the experience and feel respected and cared for. Making every step in the customer journey easy encourages customers to keep doing business with a company. If it's quick and simple to sign up, get help, or find what they need, customers are much more likely to come back. Customers want to communicate in the way that fits their situation and preferences. Companies need to be mindful of where their customers want to interact with them, whether it is by phone, chat, email, or social media. Different generations may have different preferences for communicating with a brand, but everyone likes having options. For example, customers may start with a chatbot but end up needing to talk to a human to solve complex or sensitive issues. Modern customer expectations include a consistently positive experience across multiple channels. Automating routine tasks through AI can make processes faster and more consistent, but it shouldn't detract from the human element of customer service. While technology can handle simple tasks quickly and efficiently, there are complex issues that need human intervention. Plus, Chris shares important and interesting stats on customer experience, AI, and personalization from Twilio's 2025 State of Customer Engagement Report. Tune in! Quote: "At the end of the day, people really don't care which channel they use. They just want the problem solved." About: Chris Koehler is Chief Marketing Officer at Twilio, a cloud communications platform that enables businesses to seamlessly integrate messaging, voice, and video capabilities into their applications to enhance customer engagement. 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 Five Customer-Centric Strategies Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes a successful customer experience strategy? What are the main reasons companies struggle to meet customer expectations in today's marketplace? How can businesses identify and close the gap between perceived and actual customer experience? How can companies effectively gather deep, meaningful feedback from their customers? How does technology create distance between companies and their customers, and what can they do to overcome it? Top Takeaways: Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service. Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry. To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better. Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience. Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience. Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage. Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand. Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly. Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments. Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer. Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in! Quote: "There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation." About: Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. 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

Community, Loyalty, and Human Touch in Customer Experience Shep interviews Craig Crisler, CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes loyalty programs appealing to Gen Z customers? How does Gen Z's approach to customer loyalty differ from previous generations? Why is it important for brands to focus on building community within their loyalty programs? How does personalized service contribute to repeat business and customer loyalty? Why should companies continuously evolve their loyalty programs for new generations? Top Takeaways: Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs. Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards. While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special. It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive. Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back. Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level. When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention. Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help. Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in! Quote: "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works." About: Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world. 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

Cultivating Trust and Loyalty in the Age of AI Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is human-centric AI? How can companies find the right balance between automation and personal customer interactions? What are the biggest risks of over-automating customer support processes? Why do so many AI projects in customer service fail? How can organizations manage change effectively when implementing AI-driven solutions for customer experience? Top Takeaways: Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers. Don't jump into new technology just because it's trendy. Don't use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like. Over-automation can hurt customer service. It's easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed. AI, just like humans, can make mistakes. Whether it's providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving. Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy. Plus, Shep and Nick talk about why it's crucial to stay flexible and keep evolving with technology. Tune in! Quote: "Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, 'We want AI,' but if you don't clearly define what that means, it might not deliver the results you want." About: Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast. 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 Internal Employee Experience Drives Exceptional Customer Service Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive company culture directly impact customer satisfaction? How does an employee's internal experience translate to a better customer experience? Why is it important for organizations to align their hiring practices with their core values? How can businesses differentiate between providing transactional service and building genuine customer relationships? How can leadership inspire employees to consistently deliver exceptional service to customers? Top Takeaways: True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they're customers or coworkers. A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness. What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company's success. When a new employee joins a company, their first experiences matter just as much as a customer's first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away. Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand's values more effectively than any paperwork can. When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team. Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression. Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number. Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable. Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in! Quote: "The essence of hospitality is the ability to make people feel welcome, comfortable, and important." About: Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, 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

AI, IVR, and the Human Touch in Contact Centers Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why do many customers still prefer voice support over digital self-service or AI solutions? What percentage of customers are likely to leave a company after a negative experience with automated phone systems? How can companies use technology to detect and resolve customer service issues in real time? Why is it important for companies to offer both digital and human support options? What role does artificial intelligence play in modern customer support? Top Takeaways: The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning. Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them. No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice. Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant. Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards. Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong. Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in! Quote: "Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can." About: Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless 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

Transforming Transactional Employees to Loyal Teams Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is swift trust? How does internal company culture influence customer experience? How can leaders build a followership? Why is trust important for employee engagement and customer satisfaction in virtual teams? How can organizations recreate the benefits of in-office culture for remote teams? Top Takeaways: Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren't together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person. Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don't have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships. Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they're more likely to treat customers well. In an office, great leaders can "work the room" and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways. The number one indicator of trust in leadership is online availability. Seeing a manager's green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office's "open door" policy, as it allows employees to reach out and get help even when they are not in the same location. "Followership" is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates. When employees are scattered around the world, they still need to feel like they're part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high. Plus, Shep and Tim talk about what is causing the "attention battle" in teams and how to win it effectively. Tune in! Quote: "The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It's the closest thing to human touch we can find in a remote setting." About: Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution. 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

Turning Customer Data into Customer-Centric Decisions Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does data-driven decision-making improve customer service? Why is it important to understand the reasons behind customer decisions and behavior? How can organizations effectively gather and utilize customer feedback to improve service? How can businesses identify gaps in the customer journey using research and analytics? What is the "cycle of success" framework in customer experience management? Top Takeaways: When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers' behavior and collecting their feedback gives you better odds of providing the best experience for them. Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving. Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem. Traditional surveys can give you some feedback, but they don't always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research. Collecting feedback is great, but it's only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations. Good research starts with good questions. Before collecting feedback, it's better to understand the specific problem or question you're trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results. Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone. Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in! Quote: "Do you know why your customers are making the decisions that they make? Understanding the 'why' behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business." About: Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes. 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 AI and Human Collaboration Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively balance AI automation with the human element in customer service? What are hidden sources of waste in customer service operations, and how can they be eliminated? Why is it important for organizations to move away from viewing customer service as just a cost center? How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions? How can AI be used to enhance, rather than replace, meaningful human engagement? Top Takeaways: Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed. Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales. Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn't accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI's mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support. Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product. Organizations that prioritize customer service tend to achieve better results. Customer service isn't just something you "have to do." It can be your company's main way to stand out from your competition. Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in! Quote: "AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should." About: Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support 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

What's Next in AI, Self-Service, and Customer Service? Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is AI transforming the customer service experience? How is AI improving self-service options for businesses? Will AI ever fully replace human customer service agents? How can AI help reduce burnout and attrition rates among contact center agents? What risks should companies watch out for as they adopt AI in customer service? Top Takeaways: Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents. Many customers still prefer to call customer service, despite companies offering self-service options. In this year's Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent. Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently. While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations "just like humans," allowing customers to get resolutions without waiting for a human agent to become available. Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use. AI just doesn't help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don't need to repeat themselves, and it can give agents the information they need to solve the customer's problems efficiently. As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services. Jay Patel shares information about Cisco's WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology. Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in! Quote: "We've been speaking a lot longer than we've been typing, and I think the most profound technology change we'll see soon is that machines will be able to understand us through voice." About: Jay Patel is the Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market. 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

Customer Care's Evolution From Cost Center to Profit Center Shep interviews Sowmyanarayan Sampath (known simply as Sampath), Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can you turn your call center from a cost center to a profit center? Why should companies invest in improving customer experience? How can organizations use customer feedback to enhance their products and services? Why is it important for leadership to be accessible to customers when addressing service issues? How can proactive customer service resolve complex issues more efficiently? Top Takeaways: Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it's reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product. Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don't have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family. First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a "customer champion" inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers. Being "customer first" means making sure every channel, whether it's digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what's easiest for them and have a great experience every time, it contributes to creating a flawless experience. AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly. Retail isn't dead. It's just become impersonal for many customers. However, if you create a store experience that's good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again. Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term. Quote: "When a customer reaches out to us, they don't reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher." About: Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that's the largest in the U.S., generating over $103 billion in annual 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

Meeting Customers Where They Want Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How has text messaging evolved as a preferred channel for customer communication for customers? Why do customers prefer receiving communications from businesses via mobile devices? What role does trust play when a customer provides their mobile number to a business? How can businesses avoid abusing the privilege of texting their customers? What impact does timely and relevant text communication have on customer loyalty? Top Takeaways: Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers. Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn't meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty. When a customer gives you their phone number, it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever! Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options. Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone. Building communication around customers' preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you. Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don't offer text communication. Tune in! Quote: "Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read." About: Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way. 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

Handling Mistakes and Exceeding Customer Expectations Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses convert mediocre customer experiences into exceptional ones? How can businesses turn unhappy customers into loyal fans? Why is mere customer satisfaction not enough to ensure long-term loyalty? How can businesses benchmark their customer experience performance? How can businesses use customer feedback to prioritize improvements that actually matter? Top Takeaways: Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it. Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave. Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements. When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before. While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand. What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience. Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in! Quote: "If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along." About: Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties. 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

Customer Experience as the Ultimate Global Differentiator Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can cultural differences impact customer service interactions? What role does personalization play in enhancing the customer experience across different cultures? Why is it essential to understand local cultural perceptions when building brand value? How can businesses strike a balance between global brand consistency and local cultural adaptation? What impact does the country of origin have on storytelling for brands? Top Takeaways: Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better. Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success. Personalization isn't just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself. Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand's origins, identity, and purpose. Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets' perceptions. Trust and brand loyalty are strengthened when businesses prioritize understanding their customers' cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions. Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences. Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in! Quote: "The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country." About: Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world's biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel. 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