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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.
More Information

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

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


Know Your Customers. Understand Your Customers. Keep Your Customers. Featuring Guest Shannon Bell

12/8/2017
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Know Your Customers. Understand Your Customers. Keep Your Customers. Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs Featured Interview: How are you using Artificial Intelligence to better understand your customers? Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the customers and the company long-term. Top Takeaways: • Customers crave personalization. Meet...

Duration: 01:27:14


Create a Culture Where Employees Come First Featuring Guests Terry Cain & Steve Church

12/4/2017
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Create a Culture Where Employees Come First Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel” Featured Interview: How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church. The co-writers of “The Pinwheel” and partners in business, Terry and Steve discuss the importance of involving employees in...

Duration: 00:40:52


The Seven Deadly Sins of Customer Experience Featuring Guest Jeff Nicholson

11/27/2017
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The Seven Deadly Sins of Customer Experience Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader Featured Interview: Jeff Nicholson enlightens listeners to what he refers to as The Seven Deadly Sins of the Customer Experience Journey. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. Top Takeaways: There are seven deadly “sins” along the journey of meeting customers’ needs: 1. Proximity –...

Duration: 00:38:03


AI Fuels Virtual Assistants in the Customer Service World Featuring Guest Robert Weideman

11/20/2017
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AI Fuels Virtual Assistants in the Customer Service World Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service Featured Interview: How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence. Robert gives insight into what customers want and need, and how businesses can deliver...

Duration: 01:41:01


Turn One Time Purchasers Into Lifelong Customers - Featuring Guest Joey Coleman

11/10/2017
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Turn One-Time Purchasers Into Lifelong Customers Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again” Featured Interview: How would you like to never lose a customer again? Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.” Top Takeaways: • The Difference Between Customer Service and...

Duration: 01:37:04


Steve Hockett

11/6/2017
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Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year? Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience. Steve shares how information about roughly 35 million customers’ information each year are put into a database, so that each and every time they return, the salon knows exactly how to best serve them individually. As President of...

Duration: 01:25:43


Josh Liebman Encourages Running Toward Complaints Not Away From Them

10/30/2017
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When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving. Shep speaks with Josh Liebman, an expert in handling complaints. Josh is a fanatic about the benefits of hearing complaints. He encourages companies to seek out...

Duration: 01:41:13


Mikhail Naumov Discusses How AI Is a Tool for Customer Service, Not a Replacement

10/23/2017
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There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely? Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction. Featured Interview: Shep talks to Mikhail about artificial intelligence, and how it can be a tool for customer service employees. Mikhail...

Duration: 01:33:43


James Dodkins on Putting the Employee First, the Customer Second

10/12/2017
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It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction? James Dodkins shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus. Featured Interview: Shep speaks with James Dodkins about his idea of what it looks like for companies to put employees first and customers second....

Duration: 01:36:15


Daniel Burrus Shares how to Anticipate Your Customers’ Needs Rather than Reacting

10/9/2017
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How would you like to be able to anticipate your customers’ needs before the even ask? Featured Interview: Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage, in which he explains how to predict what customers need rather than simply waiting to be asked. They discuss understanding the difference between anticipatory customer service and reactionary customer service. Daniel shares with listeners the...

Duration: 01:27:37


Doug Bell Discusses Improving the Customer Experience

10/2/2017
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Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager, a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company, Every employee must understand how they fit into the customer’s journey. Top Takeaways: • Decide how your company wants to interact with your...

Duration: 01:29:50


Robert Spector Shares The Nordstrom Way to Customer Experience Excellence

9/25/2017
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How would you like to be the Nordstrom of your industry? Well stay tuned and you’ll learn tips to help you do just that! Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. Robert shares a bit about the history of Nordstrom – like the facts they have been around 116...

Duration: 00:39:19


Judy Hoberman Shares Tips for a Better Customer Experience

9/15/2017
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Are you looking to deliver a better customer experience? Then you are in the right place! Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. and K.I.S.S. can help you create better customer experiences for your organization. Judy shares how building relationships is the key to gaining and keeping your...

Duration: 00:31:55


Murph Krajewski Shares Keys to Creating Better Customer Support Experiences

9/7/2017
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Do your customer facing employees have everything they need to do their jobs properly? Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships. Featured Interview: Shep and Murph Krajewski discuss how Sharpen started by wanting to fix the root problem in customer service. Murph explains that the problem starts with the customer service agent’s experience....

Duration: 00:35:35


Matt Peterson Shares Tips on Delivering Amazing Service

9/1/2017
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How would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company. Matt explains why he feels NPS is the right method for his company,...

Duration: 00:40:01

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