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.
Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX)
Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how any company can use the concept to improve their customer experience. Continue reading
Being Human in a Technology-Driven World
Why Connections Matter More Than Ever
Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience.
Culture Your Culture
Making Customers the Focus of Your Company and its Culture
Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture; and the most effective work cultures for customer service.
Subscribing to the Customer Relationship to Win in Business
Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”
Music and the Customer Experience
Growing Your Business One Customer at a Time
Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers.
Lead with Loyalty with Guest Sandy Rogers
Enhancing the Customer Experience Through Emotional Engagement
Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy, responsibility, and generosity in the customer experience.
Service Utopia with Guest Jeff Nicholson
Crafting a Frictionless Service Experience for Employees and Customers
Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.”
Getting Service Right with Guest Jeff Toister
Taking Care of Your Employees So They Take Care of Customers
Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service, and Jeff offers immediately applicable advice on how to improve your customer service.
From AI to “HIMI”
Human-Inspired Machine Intelligence
Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace.
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.