Amazing Business Radio

Acquire and Keep Clients for Life Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies create elevated experiences at every touch point for their customers? How does the concept of "lifetime value" impact customer-focused decision-making? What's the significance of emotional engagement in driving customer loyalty and revenue? How can small, personalized gestures impact the customer experience? How does cultivating relationships with customers contribute to long-term profitability? Top Takeaways: There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic. Understand your customers' lifetime value (LTV). By recognizing a customer's potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs. Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities. Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty. Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in! Quote: "What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement." About: Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

How Building Resilience Can Positively Impact Customer Service Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can practicing resilience impact customer service and experience in the workplace? What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? How can companies transform a transactional customer interaction into a lasting connection? What are some effective strategies for leaders to create an exceptional customer experience through their employees? How can a company build an emotional connection with its customers in a crowded market? Top Takeaways: Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty. See them as guests. Personalize the experience. Anticipate their needs. Respond immediately. Keep them loyal. The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers. Resilience is important in both personal and professional life. It's about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?” Recognizing and acknowledging your employees' efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative. Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance. Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in! Quote: "Those who get the customer experience right make it common practice. It's a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers." About: Simon T. Bailey is the world's leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell. 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 Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does AI impact customer experience and satisfaction? What are the key considerations for businesses when testing and implementing AI in customer service? What role does knowledge management play in shaping the quality of AI responses in customer service? How can AI help in providing a personalized customer? What are the challenges and benefits of implementing AI in business? Top Takeaways: Artificial intelligence (AI) is changing how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company's specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees. Implementing AI into business practices doesn't have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It's important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company. Some companies make the mistake of creating a solution that's great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout. Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don't put together a solution, be it AI, self-service, or any other type of technology, without an end in mind. The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency. Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in! Quote: "AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out." About: Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C. 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 Elevate Customer Experience and Strengthen Loyalty Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What five steps are crucial for creating a five-star customer service experience? How can language and tone significantly impact customer service interactions? What are the potential drawbacks of companies relying solely on AI and technology for customer interactions? How does the human touch impact customer experiences in an increasingly tech-driven world? How does service recovery contribute to building customer loyalty and trust? Top Takeaways: Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips! #1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers. #2 Use your customer's name. Break down those walls immediately to create that instant connection. #3 Be genuine. Customers want to know that you care, not just that you have to care. #4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience. #5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence. Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit. While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience. Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in! Quote: "Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue." About: Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER 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

The Impact of “Customer Research” on Achieving Customer Success Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is it essential for companies to understand the specific needs of their customers? How can unstructured data from customer conversations be transformed into actionable insights? How can companies use conversational research to gain insights and improve the customer experience? How can companies effectively leverage customer feedback from call center recordings for improvements? How do companies use customer feedback to enhance products and services and better serve customers? Top Takeaways: Customer success in any business is about making your customers successful so that they can, in turn, be more successful with their clients. It means understanding your customers' core needs and matching them to a solution. The goal is to focus on how often the product or service is used and how it helps the customer succeed in their role and achieve their objectives. Researching customer insights is not limited to a specific role or department. It's something that everyone in a company can do to help improve products and services. This allows various teams in a company to learn more about their users and build their products or services accordingly. Organizations are increasingly recognizing the importance of understanding customer feedback to inform decision-making. By analyzing and understanding customer conversations, companies can gain valuable insights that inform product development, customer support enhancements, and overall business decision-making. Self-service customer support is becoming increasingly important. Many customers prefer to resolve their issues without interacting with a support team. Companies must create a seamless customer experience where customers can find answers to their questions without interacting with a support representative. Transforming complex, unstructured data into actionable insights is key to helping teams build products their customers love. This involves taking conversations with customers and consolidating them into understandable insights. By making customer insights accessible and actionable, organizations can continually leverage this information to enhance their products, services, and support systems. Plus, Sara shares what every customer success manager needs to know. Tune in! Quote: "If you're confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it's worth prioritizing." About: Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware. 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

Embracing AI for Marketing and Customer Experience Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies use AI effectively to enhance customer experience? How can businesses leverage multichannel marketing to increase customer engagement and retention? Why is it important for marketers to balance personalization with customer privacy concerns? What are the fundamentals of marketing and customer engagement that businesses should prioritize? What role does AI play in unleashing creativity and improving customer experience? Top Takeaways: Effectively connecting with customers is a crucial aspect of marketing and customer service. Understand where your customers are and what tools and data are available to create personalized experiences. The goal is to provide value to the customers and meet their expectations while respecting their privacy and preferences. Keep focusing on the fundamentals when it comes to customer engagement. Just like in sports, where great athletes consistently work on the basics, we should do the same. Our fundamentals include understanding our customers, communicating with our customers, and serving our customers. It's essential to be where the customers are and experiment with different channels to understand their preferences and effectively engage with them. Using multiple channels, such as email, SMS, push notifications, and other emerging platforms, can improve customer relationships and increase retention and conversion rates. One of the top trends that The 2024 Global Customer Engagement has discovered is that creativity and strategy work together with AI. Artificial Intelligence and technology can help automate processes, allowing marketers and customer support agents more time to focus on creativity and strategy. This can include automating repetitive tasks, enhancing analysis, and predicting customer segments. You can access The 2024 Global Customer Engagement for free. Companies should aim to find the right balance between personalization and avoiding the "creepiness factor" by understanding and meeting customer expectations. Customers expect brands to provide value by understanding their preferences and needs. Companies need to use data to create personalized experiences while respecting customer privacy. Plus, Shep and Spencer discuss what successful brands are doing to engage with their customers. Tune in! Quote: "Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels." About: Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels. 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 Leverage AI and Personalization to Anticipate and Exceed Customer Needs Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can technology aid in creating personalized customer experiences for businesses? How does personalization impact purchasing decisions? What role does data play in predicting and understanding customer preferences? What are some ethical considerations when using AI and technology for customer interactions? How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them? Top Takeaways: Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience. Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service. The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs. To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.” Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer's preferences and history with the brand. Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in! Quote: "We have to think about how we will use AI responsibly and ethically and not introduce unintended consequences or bias." About: Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology. 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

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? Why should organizations prioritize creating special and unforgettable experiences for their customers? Top Takeaways: Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers. Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it's dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly. By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service. Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand. Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base. Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in! Quote: "When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans." About: Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert. 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

A Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve? What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? How can a company create a culture that values giving back and community involvement? Top Takeaways: Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company's performance. The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands. Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact. The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business. Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community. Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in! Quote: "Take care of your employees first, and then take care of your customers. Every decision should be made through the lens of showing them that we have their back." About: Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic. 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 Your Business and Customer Experience Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail? What role does gaining true senior executive alignment play in the success of transformative initiatives? Top Takeaways: A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. Effective leaders communicate their vision clearly. They use techniques including writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it. Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization's mission and vision, leaders create a unified and empowered workforce. Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration. Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition. Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. Tune in! Quote: "The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve." About: John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era, is available today. 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

Identifying and Eliminating Friction for Your Customers and Employees Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience. Top Takeaways: If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences. A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience. Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success. Executives and company leaders should immerse themselves in their company's customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business. Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth. Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in! Quote: "Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service." About: John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Balancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service?  Top Takeaways: ·Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding. ·Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents. ·Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. ·When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support. ·While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience. ·Plus, Shep and Venk discuss findings from the CX Buyers' Insights Report, revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in! Quote: "Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand." About: Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

The Latest Trends in Customer Loyalty Programs Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer's purchasing decision? How can companies effectively track and utilize customer data to drive loyalty? What role do customer experiences and rewards play in loyalty programs? Top Takeaways: Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives. Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention. Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price. Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty. Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in! Quote: "Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today's loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing." About: Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards. 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

Committing to Customer Centricity Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Why must organizations facilitate conversations geared towards improving the customer experience across various departments? Top Takeaways: Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company's mission and values to ensure consistent results. Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience. Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer's perception of the company. Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company's operations. It requires alignment with the company's values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence. Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It's not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively. Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in! Quote: "Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA." About: Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He's also co-author of the best-selling book, Smart Customers, Stupid Companies, and his latest, Experience Rules!, which he wrote with Diane Magers. 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

Generative AI's Impact on Customer Service and Employee Empowerment Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry. Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business. AI can help us know what data we have and what data we need. Despite AI's advancements, it's important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios. As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI's capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees. With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience. Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in! Quote: "If you can't measure it, you can't improve it." About: Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance 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 a Culture of Extreme Accountability and Elite Performance Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career. Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode! Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. Elite performers in both fields recognize that mindset is the trigger that determines choices and results. Extreme accountability is seeing beyond the current circumstances and committing no matter what. Accountability isn't about assigning blame. It is assuming responsibility for one's decisions and actions. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. A victim mindset can hinder personal and professional growth. The victim mindset is characterized by minimizing responsibility and blaming external factors. Elite performance is achieved through an accountability mindset. This means consistently choosing actions and behaviors that align with your goals and long-term success. Recognize the temptations of short-term payoffs and their negative impact on your long-term achievements. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success. Shifting from a victim mindset to an accountability mindset is critical to elite performance. It's a matter of choosing the dominant mindset that determines the course of one's performance and career over time. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers. Art Turock has a gift for Amazing Business Radio listeners that will help them demolish excuses and invite accountability. Download 6 Self-Coaching Questions to Transform Your Life for free. Plus, Shep and Art discuss why leaders need to "stop holding employees accountable" and what they recommend to do instead. Tune in! Quote: "If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you're in a different career pattern. All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices." About: Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in "sustaining exceptional performance." His books, Getting Physical: How to Stick With Your Exercise Program, Invent Business Opportunities No One Else Can Imagine, and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions, are 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

Using AI and Automation to Create an Amazing Customer Service Experience Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape. Top Takeaways: AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency. By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity. The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction. AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience. Employees trained at a higher level appreciate the company they're working for. They feel they're growing, and that's part of the fulfillment of working with the company, hence lower churn of employees, which saves the company. Plus, Shep and Boaz answer the question, "Will AI make us dumber?" Tune in! Quote: "AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do." About: Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows. 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 Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024 In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights. Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they've had from any industry, and it doesn't matter if it's B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers. Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience. Customers today are less patient and expect quick responses and fast service. Shep refers to this as "Amazonation," which has set a high standard for companies in any industry, worldwide. Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls. Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.” And finally, Shep introduces The Super Amazing Show! Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in! Quote: "What's happening inside an organization is felt on the outside by its customers." About: 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

Understanding Customer Behavior Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers. Top Takeaways: The customer's perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Once you find success, it doesn't mean you should stop. Keep learning and looking for changes to enhance the customer experience. Continuous improvement is essential for businesses to stay ahead of the competition and adapt to changing customer needs and preferences. Experience what it is like to be a customer in your business to identify areas for improvement and ensure a seamless, engaging experience for your customers. Use data to understand customers' digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants. This enables them to have the customer in mind when designing and improving digital experiences. Making small, thoughtful adjustments based on customer behavior data can lead to substantial improvements in customer engagement and conversions. These adjustments can make a big difference in how customers interact with your brand online. When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions. Plus, Akin shares what changes brands like L'Occitane and GoPro made to increase sales based on customer behavior and preferences. Tune in! Quotes: "Customers can behave differently from what we expect. Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers." "Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience." "It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded." About: Akin Arikan has 20 years of experience in analytics. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics. 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

Enabling, Recognizing, and Celebrating Great Customer Service Shep Hyken interviews David Diestel, chief executive officer of FirstService Residential. He talks about delivering exceptional service consistently, creating moments that matter, and empowering the team to provide amazing customer experiences. Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization's positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company's culture and values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs' perceptions of being customer-centric and customers' actual experiences. This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth. Maintaining a customer-focused culture across multiple regions requires alignment and consistency. Celebrating customer service wins and establishing consistent communication helps maintain a customer-centric focus across various locations. Plus, Shep and David share examples of Moments of Magic® and "Moments that Matter." Tune in! Quote: "Every interaction with the customer matters. It is important that everyone in the organization learns this and that it is constantly reinforced." About: David Diestel is the Chief Executive Officer of FirstService Residential, one of North America's largest property management groups. They serve 9,000 communities and 18,000 employees. 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