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, Spotify, and other platforms and channels.
Habits for Success
Fostering Good Customer Service Habits to Make Your Business Stand Out
Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits, which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience.
Core Values and Company Culture
Culture, Commitment, and Taking Care of Customers
Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business.
Excellent Decisions from the Cofounder of the Ritz-Carlton
Aligning Your Organization to a Company-wide Culture
Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence.
Customer Feedback 101
Seeing Your Business Through the Eyes of the Customer
Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business.
Are Rating Systems Skewed?
How to Get the Most Out of Your Customer Feedback
Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall.
A Social CRM
Growing Your Business by Growing Your Soul
Shep Hyken interviews Jon Ferrara. They discuss his company Nimble, the history of CRMs, customer service philosophies, and life.
Big Ass Fans
Growing Customer Service Alongside Your Company
Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans, and their approach to providing high-quality customer service to support their industry-leading products.
Thanks for Coming in Today
Taking Care of Employees So They Can Take Care of Customers
Shep Hyken interviews Ryan Minton. They discuss his new book, “Thanks for Coming in Today,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality.
The Habit of Service Consciousness
Pulling Yourself and Your Company Toward Success
Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes.
The Business of Emotion
Striking a Balance Between Technology and Human Connection
Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey.
The Culture of Caring
Creating an Unforgettable Customer Experience Every Time
Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience.
The Nine Mistakes
Finding Your Purpose to Achieve Success Sooner
Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details the most common mistakes people make in their professional and personal lives.
The Gig Economy
Cost-Effective Customer Support in an On-Demand Society
Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.
The Attitude of Excellence
Growing Your Organization to Deliver Superior Customer Service
Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service.
Transparency In Business
Delivering an Experience That Makes Price Irrelevant
Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible.
Proactive Customer Service
How to Ensure You Are Delivering Success For Your Customers
Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough.
It’s All About The Customer
Using Journey Mapping to Put the Customer Back into the Customer Experience (CX)
Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping.
The Subscription Economy
Why the Subscription Model is the Future and What to Do About It
Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business.
Back to Human
How Great Leaders Create Connection In The Age of Isolation
Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection.
Creating A Customer Experience Initiative
Owning Your Customer Service Initiative From the Top Down
Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy.
Five Myths About Monetary Incentives
Why Giving Monetary Incentives is a Bad Idea
Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea.
It’s All About CEX
Building a Community of Champions
Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.
From Like to Love
Inspiring Emotional Commitment from Employees and Customers
Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.