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Amazing Business Radio with Shep Hyken

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Bestselling business author, customer service and business expert, Shep Hyken, will introduce you to extraordinary people who will make you more successful in your professional and personal life. Using his vast network of business experts and authors, Shep will ask the questions that give you insights from some of the smartest and most successful thinkers in business.

Bestselling business author, customer service and business expert, Shep Hyken, will introduce you to extraordinary people who will make you more successful in your professional and personal life. Using his vast network of business experts and authors, Shep will ask the questions that give you insights from some of the smartest and most successful thinkers in business.
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Location:

United States

Description:

Bestselling business author, customer service and business expert, Shep Hyken, will introduce you to extraordinary people who will make you more successful in your professional and personal life. Using his vast network of business experts and authors, Shep will ask the questions that give you insights from some of the smartest and most successful thinkers in business.

Language:

English


Episodes

Grow Sales, Revenue, And Customer Loyalty While Improving The Customer Experience

5/22/2018
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How can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat, and how it can improve the customer service experience. TOP TAKEAWAYS • Live chat can boost customer loyalty - customers are more likely to stay with or become a repeat customer if a company offers live chat support. • Chatbots are with computers and live chats are...

Duration:00:33:58

The Future is Here Artificial Intelligence and Bots in Customer Service Featuring Guest Joshua March

5/15/2018
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How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. (https://www.conversocial.com/) Top Takeaways: - March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use of bot technology; 4) deploy AI effectively; 5) adopt a messaging approach to all digital...

Duration:01:30:32

Deliver A Customer Experience That Would Make Mom Proud Featuring Guest Jeanne Bliss

5/8/2018
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Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers, and discusses her book and the art of making customers happy. Top Takeaways: • “Make Mom Proud” businesses are companies that are deliberate regarding how they will and will not make revenue, how they will enable employees to do the right thing, how they charge customers, and how they make it easy or hard to do business. • Jeanne encourages...

Duration:00:31:13

How to Eliminate Friction and Improve the Customer Support Experience Featuring Guest Brad Birnbaum

5/1/2018
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How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer, to talk about how to understand and know everything about your customer. Top Takeaways: • A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doesn’t know anything about the customer. Every support agent should have all the information...

Duration:01:35:29

7 Secrets for Successful Surveys Featuring Guest Martin Powton

4/24/2018
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How would you like to provide a better survey experience for your customers? Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. Top Takeaways: Seven Secrets of Successful Surveys 1. Personalization – Personalize your surveys, including the customer’s name, for example. Make sure you make it relevant to their...

Duration:01:33:47

Ushering in the Next Evolution of Brand Loyalty and Customer Experience

4/17/2018
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What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM (https://www.sessionm.com/), to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. Top Takeaways: - In the past, it was enough for loyalty programs to offer a “punch card” with a buy-nine-get-one-free approach. Now, the quid pro quo is that in exchange for personal data, the customer...

Duration:01:32:11

Use Moments of Magic™ to Transform Customers Into Superfans

4/10/2018
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How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob, to discuss the importance of customer reviews and making them effective marketing tools. TALKING POINTS: - Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered. With NiceJob, the marketing hub isn’t an overpriced agency, but the individual customer who becomes a vocal fan of the company. This approach...

Duration:01:19:45

Stop Losing Customers. Start Creating Loyalty - Featuring Guest Joey Coleman

3/26/2018
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How do you never lose another customer? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. Top Takeaways: • Joey’s greatest insight is that regardless of the industry, somewhere between 20% and 70% of new customers will quit doing business with you before reaching the 100-day anniversary of becoming a customer • Brain science tells us when we make a...

Duration:01:36:32

Customer Service Begins with Accountability - Featuring Guest Sam Silverstein

3/19/2018
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How can accountability create Moments of Magic®? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. Top Takeaways: • Sam says that to have great customer service, you need accountability from all employees – especially leadership. • Accountability isn’t about doing things, it's a way of thinking – you’re responsible for things and accountable to people. Sam gives an...

Duration:01:34:46

The "Magic" Behind the Words You Use - Featuring Guest Tim David

3/5/2018
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What if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. Top Takeaways: • TIM’S GENEROUS GIFT: To start with, Tim has offered a free video course on body language. Just visit here - https://www.udemy.com/body-language/?couponCode=dyvg53. • Seven words that motivate, engage, and influence: 1. Because – Studies show that when this word is used, the answer is changed. When...

Duration:01:39:35

Company Fusion Rather Than Company Confusion - The Importance of a Clearly Defined Culture

2/26/2018
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Are your brand and culture clearly defined? Shep Hyken sits down with Denise Lee Yohn, to discuss her new book, Fusion, and discusses the importance of congruency creating a clearly defined culture, which positively impacts the customer experience. Top Takeaways: • Brand is your external identity and culture is your internal operations. Many companies deal with them as though they are two separate entities. When that happens, a lot of power gets lost. This leads to a disconnect with how...

Duration:01:23:32

Great Customer Experiences Start With Great Employee Experiences - Valuable Lessons From Comcast

2/20/2018
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Shep Hyken sits down with Tom Karinshak, Executive VP of Customer Service at Comcast, to discuss the importance of investing in training and equipping employees so that they can better serve customers. Top Takeaways: • Your customers know what good customer service is. They aren’t usually comparing your service to a direct competitor. They are comparing it to any company that gives them good service, no matter what the company is selling. • Look around and take notes from companies that...

Duration:01:45:30

Backing Your Customer Off the Ledge - Featuring Guest Skip Cohen

2/8/2018
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How well do you deal with angry and complaining customers? Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Top Takeaways: • When you empathize with an unhappy customer, this immediately lets them know that you are there to help and they feel valued. Tell them you understand their frustration and let them know that you would feel the same way if you were in their shoes. Then, let them know the problem stops here, that you are here to...

Duration:00:41:55

How Speaking Your Customer’s Lingo Makes You Irresistible Featuring Guest Jeffrey Shaw

1/25/2018
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What if you could be speak your ideal customer’s language? Shep Hyken sits down with Jeffrey Shaw to discuss his new book LINGO: Discover Your Ideal Customer’s Language and Make Your Business Irresistible. Top Takeaways: • Go deep and horizontal in your area of expertise. The new “niche” is an expansive business model. Decide who you want your customers to be, and then build a brand around them. Once you nail that down, you can then go horizontal because there will be multiple audiences...

Duration:01:35:27

When Virtual Reality Becomes Your Customer's Reality Featuring Guest Jeff Day

1/19/2018
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Shep Hyken Interviews Jeff Day, CEO of Bluewater Technologies What if you could be face-to-face with your customers, anytime, anywhere? Shep Hyken sits down with Jeff Day, discussing virtual reality and how companies are using this technology to better serve their customers. Top Takeaways: • Virtual reality uses a headset to have multi-projected environments of a space create the realistic sensation of physically being somewhere. It’s being somewhere without actually being there. •...

Duration:01:43:22

The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje

1/11/2018
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The Smallest Things Can Make the Biggest Difference to Your Customer Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service What can you be doing to make a big difference for your customers? Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers. Top Takeaways: • The DIME Customer Service approach: Deliberate Interactions Memorable Experiences • Four stages of service: You can’t have one without the other. They must all go...

Duration:01:37:28

Doing the Opposite of Normal Can Lead to Better Customer Service Featuring Guest Jesse Cole

1/4/2018
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Doing the Opposite of Normal Can Lead to Better Customer Service Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux Featured Interview: Do your “fans” come first? When customers come first, success follows. Shep Hyken speaks with Jesse Cole about how to stand out from the competition and create perfect customer service experiences for your customers. Top Takeaways: • To stand out in business, do the opposite of what is normal. Do what the competition is not doing. • Three...

Duration:01:28:06

The Most Important Business Strategy - Create Trust Featuring Guest David Horsager

12/27/2017
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Do your customers trust you? Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: • Trust is a confident belief in a product or an organization. When there is confident belief, everything changes. When trust goes up, creativity and loyalty do as well. Cost and suspicion goes down. • When employees get treated properly, it trickles down and the customers feel that. • 8...

Duration:01:52:29

Companies Grow When Customers are Treated as Unique Individuals Featuring Guest Eddie Yoon

12/21/2017
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Shep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth Do your customers feel like friends, or just transactions? Shep Hyken speaks with Eddie Yoon, an expert in growth strategy and marketing. Top Takeaways: • Leaders of organizations need to have strong personal brands for the employees to rally around and get behind. Not only is this important for entrepreneurs, it is better for large organizations to have leaders with strong...

Duration:01:38:51

Meeting Your Customers Where They Are, Will Cause Them to Stay Where You Are

12/15/2017
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How would you like a perfect way to reach your customers and keep their attention? Personalizing the customer experience is a hot topic. Shep Hyken sits down with customer personalization expert, Jim Steinberg, Senior Vice President of Enterprise Partnerships at LoyaltyPlant. Top Takeaways: • There is an engagement crisis happening among marketers. Most marketers have the proper tools, but they aren’t using them properly. Sending something to a customer is all about when and where you send...

Duration:01:25:27

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