Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.
The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level.
Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
Amy Downs on How Customer Obsession Can Drive Your Bottom Line
Are you obsessing about taking care of your customers? If not, maybe you should!
Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers.
Adam Dorrell on How to Monetize the Net Promoter Score
How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention?
Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge.
Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture
Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?
Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.
Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service
Do you want to embrace technology and provide your customers a better experience?
Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group.
Diana Oreck on How to Be a Customer Service Rock Star
What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton?
Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.
Keith Pearce From Salesforce Talks About Your Most Competitive Differentiator: Customer Service
What are the major trends that are evolving in customer service, what do you need to do to keep up, and why?
Shep Hyken interviews Keith Pearce, VP Product Marketing, Salesforce Service Cloud. Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment.
Martha Brooke on How to Measure and Improve Your Customer Experience (CX)
What is the best way to improve your customer experience?
Shep Hyken interviews the Chief Customer Experience Analyst and Founder of Interaction Metrics, Martha Brooke, who says she thinks about customer experiences differently. “Experiences can be measured,” Martha says, “and measuring is how you improve—but only if your measurement is sufficiently nuanced.”
Kyle Christensen Says Don’t Cut That Cord:
How Technology Will Help You Deliver a Better Customer Service Experience
Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology?
Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to create a better customer experience.
Chip Bell on How to Create Customer Evangelists
What is the best way to get your customers to truly become your advocates?
Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty.
Lynn Hunsaker on How to Retain Customers
So You Don’t Have to Attain Them
What thinking goes into creating an amazing customer experience?
Shep Hyken speaks with Lynn Hunsaker, who talks about a mistake that companies typically make in this process.
Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage
Do you realize there is a hidden gem in your customer service department?
Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage.
Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace
Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business?
Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why . . .
Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary
Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence?
Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'”
In other words, your employees may be doing what they were hired to do, trained to do, and are paid to do. What they are less clear about is why they’re doing it, and how they’re doing.
Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete
Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!
Shep talks with Chad Keck, CEO and co-founder of Promoter.io, about a simple but scientifically proven method of measuring customer satisfaction – the Net Promoter Score.
Brian Solis Discusses the Role of
Customer Experience Design
What will brands and businesses need to do in the future to be successful?
Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell. Think about the entire customer experience.
Thomas A. Stewart and Patricia O’Connell on
How to Deliver an Exceptional Customer Experience
– By Design
Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed. A successful customer experience will not happen by accident.
Bill Aston Shares the Roles (and Challenges)
of Using Technology to Provide Amazing Customer Service
Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them. Yet, the ability to get all of the technologies to work in synchronicity is becoming more and more of a challenge.
Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement
Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? Shep Hyken speaks with Scott Friedman, Certified Speaking Professional, and past president of the National Speakers Association (NSA) about his book, Celebrate! Lessons Learned from the World’s Most Admired Organizations.
Mat Patterson on How to Scale and
Grow Your Customer Service
Shep Hyken speaks with Customer Evangelist of Help Scout, Mat Patterson, about the difficulties of maintaining great customer service while your company grows. While the focus is on growing companies, Mat shares some amazing tips for creating and maintaining great customer service that can be applied to any company. As an organization grows, this episode of Amazing Business Radio is more important than ever, as it can provide you with some of the answers you need to know no how to scale your customer service to keep up with the growth of your company.
Noah Fleming on The Customer Loyalty Loop
Shep Hyken speaks with consultant, speaker and bestselling author, Noah Fleming, about customer loyalty and his new book, “The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions.”
Nate Spears on Providing Exceptional Customer Service
in the Digital Age
Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Continue reading
Andy Masters On How Customer Service
Is Just Like Dating and Relationships
Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more. Andy loves to be unique and surprising to the people he cares about – in both his personal and professional relationships. So if you need some help surprising your customers or your loved ones, don’t miss this episode! It’s packed full of hilarious stories from Andy, while also providing excellent tips for building better relationships. And he even offers an amazing tip for surprising your significant other for Valentine’s Day!
Matt Wilbanks on How to Provide
Better Social Media Customer Care
Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial. They discuss social customer service (social care) and how automated intelligence can help create better support in all channels. Social care isn’t a fad. It is a trend that is forever changing how customers interact with companies they do business with.