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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.




Judy Hoberman Shares Tips for a Better Customer Experience

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

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

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

Nick Francis Shares How to Create a Customer-Centric Company

How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. Featured Interview: Shep begins the interview by asking Nick Francis about Help Scout, which provides customer support assistance to small...

Duration: 00:33:11

Nicky Billou on How to Think and Win Like a Champion

How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone. He explains how managers and individuals can be thought of as an expert in their company and industry. This ties into Shep’s concept that when it comes to...

Duration: 00:30:59

Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks

How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. First Up: Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the top tier within your industry. Even the best sports teams don’t win championships every year,...

Duration: 00:34:43

Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience

First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow, and how to improve your customers’ experiences. Featured Interview: Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. The interview begins with Gadi sharing some background on himself and Talkdesk, a cloud based contact center platform that connects their support team to their customers. Gadi gives us the backstory on Talkdesk and shares some...

Duration: 00:35:41

Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence

How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems, about how AI technology will help companies serve their customers even better. First Up: Shep Hyken’s opening comments focus on artificial intelligence and how it can use data to create meaningful interactions with customers. Once people become more comfortable with AI, they’ll begin to understand how...

Duration: 00:35:54

Chase Clemons Discusses How to Create Customer Happiness

How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: 1. That you know them. 2. That they like the information that you give them and trust that it is accurate. 3....

Duration: 00:38:26

Mason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter Him

What should you do when someone posts a negative review about your company or your products or services? Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation. First Up: Shep Hyken’s opening comments focus on why it is important for any business, not just a retail or online business, to protect their online reputation. There are now online review sites for virtually every industry (even B2B businesses), which although...

Duration: 00:33:01

Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback

Are your employees fulfilled, appreciated, and understood? Shep interviews Carol Lee Andersen, the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so. First Up: Shep starts off by introducing Tiny Pulse, a company that has created a simple software program to gain an ongoing “pulse” of your employees with quick, short, and simple surveys for...

Duration: 00:32:10

Laura Baxter Shares Tips on How to Deal with Divas and Other Difficult Personalities

Would you like to know how to better handle difficult customer service situations? Shep interviews Laura Baxter, author of Dealing with Divas and other Difficult Personalities: A Mindful approach to Improving Relationships in Your Business or Organization!. First Up: Shep begins the show by discussing difficult customers. He briefly goes over his Five Step Process to dealing with customer complaints, and explains how some customers are more demanding or sometimes more unreasonable than...

Duration: 00:32:36

Blake Morgan Shares How to Create Knock-Your-Socks-Off Customer Experiences

How do you create a customer experience that doesn’t just get business, but keeps customers coming back for more? Shep Hyken interviews customer experience futurist, Blake Morgan, about her life, her book, and how to do more for your customers. First Up: Shep discusses his history with Blake, compares her book “More is More” with his amazement concepts, and mentions the importance of exceeding customer expectations — including the expectations that they don’t yet know that they have....

Duration: 00:33:10

John Hall Shares Tips on Building Trust & Influence with Your Customers

How do you increase your influence with your customers? Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing. First up: Shep’s opening comments focus on creating trust and confidence with your customers. The old saying...

Duration: 00:41:54

Bryan Eisenberg Tells Us The Secrets of Amazon’s Success

How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It. First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers. The reason that Amazon has become so successful is that they have developed a way to create customer convenience. Shep gives an example of how, in areas where Amazon...

Duration: 00:39:23

Nick Friedman Explains What It Takes to "Move the World"

How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance? Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers. First Up: Shep Hyken’s opening comments focus on how delivering great service is about being a little bit better consistently, with special opportunities to...

Duration: 00:35:01

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy

What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization. First Up: Shep Hyken begins his opening comments by asking, how easy are you to do business with? Part of that easiness is how you guarantee what you sell. You want...

Duration: 00:35:14

Kevin Berk on How to Get Customers to Want to Leave Reviews

How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance. Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues. First Up: Shep Hyken begins his opening comments by asking, “How much does bad service cost your business?” and “What is the value of a customer who leaves you?” If you multiply the...

Duration: 00:34:32

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty

A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. First Up: Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers. Delivering convenience is going to be the battleground for what future customer service is all about. Shep talks about a list of the top retailers...

Duration: 00:36:59

Chris McCann, CEO of 1-800-Flowers, on How to Gain the Competitive Advantage

Can listening to your customers’ needs and wants actually provide a new strategic direction for your business? Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback. First Up: Shep Hyken’s opening comments focus on 1-800-Flowers’ competitive strengths, which all companies should be focusing on to provide outstanding customer service: 1) Provide amazing...

Duration: 00:33:49

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