Shep Hyken's Amazing Business Radio

Amazing Business Radio: Daniel Burrus

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

How would you like to be able to anticipate your customers’ needs before the even ask?

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 importance of being able to predict problems before they occur, and how to predict game-changing opportunities to redefine and reinvent customer service.

Top Takeaways:

  • Know the difference between assumption and fact.
  • Look at the big problems like you would an onion, and peel back the layers until you get to the core.
  • Anticipating doesn’t have to be based on a feeling. It can be based on fact.
  • Two types of trends to help you anticipate:
    • Hard trends – based on future facts. These can’t be stopped.
    • Soft trends – based on assumption. These can be changed.
  • Look at the hard trends and look to create opportunities based on facts.
  • Predict where your customer is going so that you can meet them at the next intersection.


Daniel Burrus is not only the author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage he is also considered one of the World’s Leading Futurists on Global Trends and Innovation. The New York Times has referred to him as one of the top three business gurus in the highest demand as a speaker.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

“Stop looking at today, because today looks more like yesterday than tomorrow.” – Daniel Burrus


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This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I anticipate my customers’ needs?
  2. How can I predict problems before they occur?
  3. How can I create opportunities based on facts?

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