First impressions are way more than just a smile or a fancy logo. Most of the time, it comes down to one simple detail that tells a customer exactly how much you value them. It is all about how fast you get back to them. On this episode of the Super Amazing Show, Brittany and I break down why response time sets the tone for the entire relationship. It tells the customer who you are before they ever spend a penny. Take a look and see. Is your first impression helping or hurting you?

Most companies try to “wow” customers and end up exhausting their teams. There’s a smarter, more sustainable way to create an amazing experience. One simple idea from the co-founder of the Ritz-Carlton explains why consistency beats flash every time. Watch this short clip to learn the 10% rule that keeps customers coming back.

Taylor Swift isn’t just dominating music. She’s setting the standard for customer experience and brand loyalty. One decision she made during the Eras Tour holds a powerful lesson for leaders, marketers, and CX professionals. Watch this short clip to see how representation creates belonging and why it matters more than ever.

Season 3 is officially happening. Shep Hyken and Brittany Hodak are bringing more useful tips, fresh insights, and better content than ever. Watch the new season and see what we have prepared.

Season 3 of The Super Amazing Show starts next week. Every week we will share practical tips and ideas you can actually use to improve your customer experience. Join us for a full year of new episodes and better CX.

Season 3 is here. We are taking The Super Amazing Show to the next level with better conversations and fresh content. We had a lot of fun putting this together, and we want you with us this season. Watch the new episode and see what is coming next.

In the season finale of The Super Amazing Show, Shep and Brittany wrap up the year with reflections, inspiration, and a challenge to make next year even better. They look back at the experts who shared their wisdom and remind us all why customer experience should always be evolving. Watch now to get motivated for the year ahead and start creating superfans in your business.

In this holiday-themed episode of The Super Amazing Show, Shep and Brittany share timeless gifting advice inspired by the late John Ruhlin, author of Giftology. Learn why the best business gifts don’t have logos, and how showing appreciation outside of the holiday rush can make a lasting impact on customers and employees alike.

In this episode of The Super Amazing Show, Shep and Brittany break down one of the most misunderstood words in customer experience: “omnichannel.” Discover the real difference between multichannel and omnichannel, and learn how seamless transitions between chat, phone, and digital platforms can make customers say, “Wow, that was easy.”

In this episode of The Super Amazing Show, Shep and Brittany share a powerful quote from Dan Gingiss: “People buy from companies that treat them well and give them experiences worth talking about.” Shep explains how every team member plays a role in creating experiences that customers remember for the right reasons. Learn how to turn everyday interactions into moments that inspire positive conversations and lasting loyalty.

In this episode of The Super Amazing Show, Shep and Brittany answer a great question from CX expert Matt Lyles: What do companies make needlessly complex? Shep shares why simplifying the return and refund process can dramatically improve customer satisfaction and loyalty. Learn how creating a hassle-free experience can leave a lasting positive impression and keep customers coming back.In this episode of *The Super Amazing Show*, Shep and Brittany answer a great question from CX expert Matt Lyles: What do companies make needlessly complex? Shep shares why simplifying the return and refund process can dramatically improve customer satisfaction and loyalty. Learn how creating a hassle-free experience can leave a lasting positive impression and keep customers coming back.

When businesses fail to meet expectations, trust takes a hit. In this episode of The Super Amazing Show, Shep and Brittany discuss the danger of overpromising and underdelivering—and how reversing that mindset creates lasting customer confidence and loyalty. Learn why setting realistic expectations and then exceeding them leads to remarkable customer experiences.

Empowered employees create happier customers. In this episode of The Super Amazing Show, Shep and Brittany talk about what true empowerment looks like and how giving your team the confidence and authority to make decisions leads to stronger relationships, better service, and greater trust. Learn why one simple concept—“one to say yes and two to say no”—can transform both employee and customer experiences.

What happens to your company culture when employees keep leaving? In this episode of The Super Amazing Show, Shep and his co-host break down a powerful quote from Jeff Toister about how high turnover can damage your culture, customer relationships, and long-term success. Learn how to hire right, create a strong culture, and keep both employees and customers coming back.

How can consistency and the right attitude transform your work and customer experience? In this episode of The Super Amazing Show, Shep shares a timeless lesson inspired by actor Richard Burton about striving to be better every day. Learn how this simple mindset can elevate performance, inspire teams, and improve the customer experience.

This Halloween we share a trick and a treat. The trick is a quick card trick. The treat is a reminder to deliver service so good it haunts your competition while keeping your customers smiling. Be scary good at what you do.

The word of the month is Feedback, and it’s more powerful than most leaders realize. Feedback shouldn’t just happen once a year during performance reviews. It should be ongoing, real-time, and specific. When feedback comes from someone trusted and respected, it’s even more impactful.

This week is Get to Know Your Customers Day. In this video, Brittany and I share how businesses can go beyond the basics and ask the right questions that truly connect with customers. Watch to learn a simple way to understand what your customers really value.

It’s the final day of Customer Service Week, and our guest expert Lori Guest asks a powerful question: What’s one basic skill every employee should be trained on, but few are?

Great service doesn’t stop when Customer Service Week ends; it’s a 24/7 commitment.

It’s Day Four of Customer Service Week. In this episode, we answer Jeff Toister’s question about companies that are truly obsessed with customer service. Trader Joe’s stands out because every employee goes out of their way to make the customer experience memorable. Watch and discover how customer obsession can transform your business.

It’s Day Three of Customer Service Week. In this episode, Brittany and I talk about Ryan Minton’s question on what admired brands have in common when it comes to employee experience. The best companies to work for are often the best companies to do business with. Watch to see why employee culture matters so much to customer experience.

It’s Day Two of Customer Service Week. In this episode, Brittany and I talk about how employees can make their work fun without taking away from their responsibilities. From Disney to Southwest Airlines, small touches of humor and creativity can make customers pay attention and enjoy the experience. Watch to hear the story.

Customer Service Week is here, but it is not just about customers. It is about recognizing the people inside your organization who make customers love your business. Watch this kickoff episode to see why this week truly matters.

In this video, Brittany and I answer a great question from our friend Jay Baer: “What’s a service you used to be willing to wait for, but no longer will?” We share our own experiences and explain why businesses can’t afford to waste their customers’ time anymore. Watch the full conversation here.

When bad news comes from “the company,” it feels cold and impersonal. Customers want accountability. In this episode, we talk about how businesses should take responsibility and attach a name when mistakes happen.

This month’s word is simplicity. In this episode, we break down why simplifying processes makes life easier for both your customers and your employees. A small change can reduce effort and create a better experience for everyone.

Hiring good people isn’t enough. Leaders often assume employees will know how to treat customers, but without training and reinforcement, the experience falls short. In this episode, we share a quote from Laurie Guest that reveals why ongoing training is the real key to customer happiness.

Customers expect more than just products. New research shows many prefer brands that take a stand on causes that matter. Some will even pay more. Discover why this shift is changing customer loyalty forever.

What if the key to great customer service isn’t about the customer at all? See why one rule could change how your team and your customers feel about your brand.

Transparency isn’t just for customers. The best companies also practice it internally—with their teams. Learn why internal transparency creates external trust. Watch the latest Word of the Month episode now.

One retailer just raised the bar for customer service—and any company can use their strategy. Watch how Warby Parker turned a mistake into loyalty.

What’s the most overlooked mistake in customer service? Shep Hyken and Brittany Hodak shares a simple but powerful mindset shift that could transform your entire CX strategy. Catch the latest episode of The Super Amazing Show now.

What do your customers really notice about you? A quote from Dennis Snow sparks a fun and eye-opening reminder—watch now and rethink how you show up at work.

Innovation doesn’t have to be AI-driven or expensive. In this episode, Brittany and I reveal a simpler way to improve your business and wow customers. Watch now and take on their 1-question challenge.

This simple question can help you truly connect with your customers—and most businesses forget to ask it. Watch this short episode to learn how to make Get to Know Your Customers Day actually count.

What should you do when customer trust is shaken? This episode breaks down a simple but powerful way to rebuild credibility and keep them coming back. Watch now to find out what 87% of customers say matters most.

What’s one small tactic that gets customers talking? Brittany and I break down a surprising example from Sweetwater that proves thoughtful touches can build lasting loyalty. Discover how simple, witty gestures create memorable experiences that keep customers coming back. Watch to uncover this powerful customer strategy!

Before you add AI to your customer experience, ask these two crucial questions. It might not be the right move—yet. Brittany and I break it down for you. Watch to find out why.

This one word could be the difference between frustrating your customers and making more money. Brittany and I break it down with help from AI and real-life CX strategy. Find out what “seamless” really means in today’s customer service world.

What if one small change could save your customer relationships? Jay Baer’s quote might be the wake-up call your business needs. Watch this short but powerful episode with Brittany Hodak and me to find out.

Can you create customer loyalty before someone even spends a dime? Hear a surprising story and the key question to ask yourself to build lasting connections.

What does it truly mean to be customer-centric? Hint: It’s about more than just saying you care. Hear a powerful quote that will shift your perspective on CX.

Curiosity isn’t just for kids—it’s a secret weapon for creating amazing customer experiences. Want to know how this one word can transform your business? Find out in this short episode of The Super Amazing Show.

Customer experience doesn’t belong in a silo—but where should the CXO sit in the organizational chart of the future? In this quick expert convo, Shep and Brittany answer a key question from Stacy Sherman and share insights every leader should hear. Watch now to find out where CX truly fits.

Want to create super fans? It starts with understanding their S.T.O.R.Y. Discover the key questions to ask to connect with your customers on a deeper level.

Brittany and I are diving into a quote that really stuck with us—“Gratitude is contagious.” We saw this idea play out in real life during a recent event, and it reminded us how small moments can lead to big changes. Watch the full story on this week’s episode.

Brittany and I are talking about one of our favorite words this month—advocacy. Most brands stop at loyalty, but the real magic happens one level up. Curious what that looks like in action? Watch now.

Brittany and I shared a powerful (and super simple) tactic that gets your whole team thinking about customers in a more human way. It starts with one quick question at your next team meeting. Watch to see what it is.

Brittany and I talk about a small but powerful gesture from a brand that turned a delivery delay into a loyalty win. Inspired by a great question from Jeannie Walters—watch this short episode to hear how proactive service really works.

Brittany and I are talking about something surprising — how many chances your customers will really give you. Even loyal customers won’t stick around forever. Find out why maintaining loyalty is harder than you think and what you can do to keep them. Watch now!

Brittany and I are sharing three common phrases that could be driving your customers away. These small language mistakes can have a big impact on loyalty. Watch now to learn what to say instead and keep your customers coming back!

Confusion frustrates customers and drives them away! In this episode of The Super Amazing Show, Shep Hyken and Brittany discuss the importance of clarity in customer experience. When customers are unsure about what to do next, they lose confidence in your brand.

How can you make things clearer for your customers? Learn why simplicity leads to better experiences—and bigger profits.

Don’t miss this quick but valuable tip on improving CX through clarity!

Customer experience isn’t just a task—it should be a way of life! In this episode of I Wish I’d Said That, Joey Coleman shares a powerful insight on why CX needs to be a priority for every business. Learn how shifting your mindset can help you build stronger relationships and keep customers coming back.

Want to improve your customer experience strategy? Watch now and discover why making CX a core focus can set you apart from the competition.

A happy team creates happy customers! In this episode, we highlight a powerful quote from Ryan Minton, author and expert on employee appreciation, about how valuing employees directly impacts customer experience. Learn why showing appreciation isn’t just good for morale—it’s great for business!

Not every customer resolution ends with a happy customer—and that’s okay. This insight from David Avrin explains why “getting to the final answer quickly” can be the best solution for both you and your customers. Watch now!

This month’s word? “Humility.” If you think saying “I’m sorry” or admitting mistakes makes you weak in business, think again. This is the leadership mindset shift that can transform how customers see you. Watch now!

Want to show your customers love this Valentine’s? Here’s one simple (but powerful) way to strengthen relationships and make them feel valued—without talking about business at all! 💡

Some words of wisdom hit so hard, you wish you’d said them yourself. This week, we’re unpacking an incredible insight from Blake Morgan about what truly separates a leader from a manager. Trust and respect aren’t just nice to have—they’re essential. Are you leading or just managing? Watch now to find out!

Want to hire the best customer-centric candidates?

Learn two must-ask interview questions that can help you find the perfect fit for your team. Don’t miss these actionable tips!

Is your business focusing on the right function for success? Discover a simple yet powerful concept that can transform how you think about your customers and goals. Watch now to unlock the secret every company needs!

Did you know that the third Thursday of each quarter is Get to Know Your Customers Day? Well, now you do!

Since this Thursday (1/16) is the first #gettoknowyourcustomersday of 2025, we’re sharing a SUPER easy way for your frontline employees to build rapport with your customers.

See you next week for another new episode of the SUPER AMAZING Show!

New year, new season! Season 2 of The Super Amazing Show is officially here. Brittany and I are kicking off 2025 by talking about resolutions—specifically, what businesses should STOP doing to their customers.  Tune in to hear our take on creating better customer experiences this year and beyond.

We’re thrilled to announce 52 more episodes of The Super Amazing Show! Catch you next season for more fun, excitement, and amazing moments!

Season one of The Super Amazing Show has officially wrapped! Over the past year, Brittany Hodak and I have shared 52 weekly tips to help you create super amazing customer experiences.

As we close out this incredible journey, I want to leave you with one last message: don’t let this year end without showing gratitude and recognition for your team’s hard work.

Take a moment to reflect on two or three specific things your employees have done to make your business better and let them know how much you appreciate their efforts. When your team feels valued, they’ll be even more motivated to create exceptional experiences for your customers.

Thank you for letting us be a part of your 2024! Wishing you all a fantastic New Year, and guess what?! We will be back with all new episodes in 2025!!

In episode 51 of the SUPER AMAZING Show, Brittany and I talk about one of my favorite topics: the ownership mentality. I share an inspiring story about an 18-year-old pizza restaurant employee who led with leadership and care. It’s a powerful reminder of how stepping up and leading, no matter your title, can transform customer experience.

How are we already at episode 50 of the SUPER AMAZING Show?!

This week, Brittany and I are discussing how to use AI tools like ChatGPT to better understand diverse customer segments. Brittany’s sharing tips on crafting smarter prompts to get quick feedback from your customers’ perspective—and improve every interaction.

How are you using AI to boost your customer experience? I’d love to hear your ideas! 👇

This week on the Super Amazing Show, Brittany and I talk about “Moments of Misery and Moments of Magic.” I explain how every customer interaction is a chance to create a positive experience. Learn how to turn bad or average moments into magical ones that leave a lasting impression.

Empower your team to make every customer interaction special and improve your business!

Episode 48 of the SUPER AMAZING Show is inspired by Brittany’s trip to LEGOLAND and their ~super amazing~ resort elevators. Adorned with dancing LEGO decals, a disco ball, and music, every ride was a blast—even though the elevator was SO slow.

LEGOLAND turned a potential annoyance into a memorable experience through intentional experience design. What’s the slow elevator in your business, and how can you turn it into a disco party?

Watch the episode to learn more!

While customers give you their money, employees give you something far, far more valuable: their time. Time that they could otherwise be spending with their loved ones. In honor of Thanksgiving next week, Brittany Hodak and I challenge you to write a note to an employee’s spouse, partner, kid, parent, etc. to thank them. Acknowledge that your employee has been working hard, sacrificing their time away from their family. Hear more in episode 47 of the SUPER AMAZING Show and have a wonderful Thanksgiving!

In Episode 46 of the SUPER AMAZING Show, Brittany Hodak and I break down the concept of “One to Say Yes, Two to Say No,” an approach to empowering employees to make customer-friendly decisions without constantly needing manager approval.

Find out how this simple shift can create smoother, faster service experiences and build trust between employees and leadership.

We’ll see you next week with another new episode!

In episode 45 of The SUPER AMAZING Show, Brittany Hodak and I discuss Stephen Van Belleghem’s latest book, “A Diamond in the Rough.” What does it mean for your company to be a “diamond in the rough” and how do you transform into a shiny rockstar? Find out in today’s episode.

This Halloween, it’s time to turn your customer experience into something truly special! In this video, we explore the concept of CX = Candy Experience, where we delve into how you can connect your brand stories with what matters most to your customers.

Join us as we uncover how to weave Halloween magic into your customer interactions and make this season unforgettable! Don’t forget to like, subscribe, and share your own Halloween customer experiences in the comments below!

Happy Halloween! 🎉

🤔 Can’t Answer a Customer’s Question? In today’s episode, Brittany and I talk about the best ways to handle tough inquiries. Proper training is essential—your team needs the skills to respond confidently, and customers expect you to care. Let’s dive in! 💪✨

It’s that time of the quarter again… the third Thursday of every quarter is Get to Know Your Customers Day!

In episodes 3, 16, and 29, we shared unique challenges for your team to complete, and we saved the best assignment for the final GTKYCD of 2024! Check it out in today’s episode of the SUPER AMAZING Show.

Catch up on all episodes (including the previous Get to Know Your Customers Day editions) on the SUPER AMAZING Show playlist.

Happy Customer Service Week!!

If you didn’t know, the first full week of October is officially celebrated as Customer Service Week!

Today, we’re asking you to submit ANY questions you have about customer service or how to acknowledge your team members. We’ll answer your questions in a brand-new video every day this week!

Stay tuned for tomorrow’s video and don’t forget to comment or email us with your questions! (cindy@hyken.com).

In this episode, Brittany and I discuss the secret to being predictably amazing. Learn how small, consistent actions can set you apart and create lasting amazement. It’s not about grand gestures—being amazing simply means consistently being a little better than average.

We break down why meeting expectations every time is more powerful than you think and how predictability, coupled with positive words and actions, can transform the customer experience.

Welcome to our latest video where we uncover valuable customer experience (CX) insights inspired by the iconic TV show Cheers! 🍻 In this episode, we explore the essence of the “Cheers Experience” and how personalization can significantly enhance your customer interactions. Discover how making your customers feel genuinely connected can transform their experience with your brand.

In this episode, we’ll explore how to enhance your job descriptions with the right words to improve customer service and employee performance. Learn how specific language can set clear expectations, engage potential hires, and ultimately contribute to a better customer experience.

“LEADERS, IT’S TIME TO STEP OUT OF THE C-SUITE!”

When was the last time you spent a day on the frontlines of your organization?

In episode 37 of the SUPER AMAZING Show, I shared a compelling story about Bill Gates that every leader should hear.

Give this approach a try and see what fresh insights you gain about your customers. Tune in next week for another exciting episode!

It’s time for another CX book recommendation!

In episode 36, Brittany and I highlight yet another exceptional customer experience book: “Thanks for Coming In Today” by our friend, Charles Ryan Minton.

Why we love the book: Includes Ryan’s firsthand experiences as a hotel executive at the biggest brands in the world, like Marriott International and Hilton Hotels Worldwide. Provides tons of PRACTICAL and budget-friendly ideas for improving both customer and employee experience. Changes the way you think about your attitude and influence. Easy to read – full of advice and without any filler. Grab a copy of “Thanks For Coming In Today” for everyone on your team and please report back to us to let us know your favorite takeaway!

In this video, Brittany Hodak and I explore High Impact Personalization and its critical role in today’s customer experience landscape. Personalization is no longer a luxury but a necessity. Every customer expects a tailored experience and doesn’t want to feel like just another number in the system.

We break down the concept of personalization into two key components:

• High-Tech Personalization: Leveraging advanced technologies to gather insights and deliver customized experiences at scale.

• High-Touch Personalization: The human element of personal interaction that makes customers feel valued and understood.

When these two approaches work in harmony, the result is High-Impact Personalization, where the synergy of technology and personal touch creates extraordinary customer experiences.

Discover how to elevate your brand’s personalization strategy and make a lasting impression. Don’t forget to like, comment, and subscribe for more insights and strategies on delivering outstanding customer experiences!

In this video, Brittany Hodak and I discuss 6 Steps to Differentiate Yourself and explore key questions from my book I’ll Be Back: How to Get Customers to Come Back Again & Again (page 115). This is perfect for entrepreneurs and business leaders seeking to refine their competitive strategies and stand out in their industry.

In this video, we cover:

• Why Customers Choose You: What makes your business the preferred choice?

• Understanding Competitor Preferences: Why might customers choose your competitors instead of you?

• Evaluating Strengths and Opportunities: What do you do best compared to your competitors, and what can you learn from them?

• Beloved Companies: What are the companies you love doing business with, and what makes them exceptional?

• Cross-Industry Insights: What innovative practices from outside your industry can you incorporate into your business?

• Your Unique Value Proposition: Why should customers choose your business over the competition?

Join us for valuable insights and actionable tips to help you stand out and create a memorable presence.

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

Apathy is one of the most underrated problems in business today.

It doesn’t get a ton of press, but it should.

Companies of all sizes allocate many resources—dollars, time, energy, and ideas among them—to chasing new customers. Then, when they’ve got those customers, they do an okay job of taking care of their needs. Over time, customers get apathetic and think, “Maybe I’ll see what else is out there.”

In episode 33 of The SUPER AMAZING Show, Brittany Hodak and I discuss customer apathy and what you need to do to stop it from creeping in.

In honor of National Book Lovers Day this week, Brittany and I are spotlighting one of our favorite books that we consider the bible of customer experience: The Experience Economy by Joe Pine and James Gilmore.

A lot of companies sell the same products or services that you sell. It’s the experience that differentiates you from everyone else. So, your homework assignment this week is to answer this question: what experience does your company provide?

Watch episode 32 of the SUPER AMAZING Show to learn more: https:/hyken.com/superamazingshow/

Guess what? You’re more likely to get referrals from your customers when you ASK them to refer you.

So many businesses neglect to put systems in place to ask their customers for reviews or referrals, and it’s a HUGE missed opportunity. Hope is not a strategy. By being intentional about asking for reviews and referrals at the right time, you can amplify the impact of each experience.

Brittany and I ask you to watch episode 31 of The SUPER AMAZING Show and to share it with a friend who might also enjoy it 😉

You might be surprised to hear this but…

Satisfied customers can actually be “dangerous” customers.
Why?
Because satisfied customers will leave without ever telling you why. How many times have you tried a product or brand,liked it, and then just never bought it again? If you’re like most people, probably too many to count. Maybe you tried another brand that you liked even better. At least angry customers usually have feedback to offer when things go wrong. How can you turn your satisfied customers into superfans? Check out episode 30 of the SUPER AMAZING Show, and we’ll see you next week!

Watch the full episode below for another SUPER AMAZING tip! 👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

It’s that time of the quarter again! The third Thursday of every quarter is Get to Know Your Customers Day!

In episode 16, we challenged you to call a few customers and ask them, “What is one thing you can think of that would make doing business with us better?”

In episode 29, we’re asking you to do two things:
1. Follow up with those customers to let them know how you’ve implemented their feedback.
2. Ask your customers, “What is one thing that another company does that you wish we did?”

Your customers are comparing you to all of the other companies they work with – not just your direct competitors. What inspiration can you take from other industries?

Watch the full episode below and we’ll see you next week for another SUPER AMAZING tip! 👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

In episode 28 of the SUPER AMAZING Show, Brittany and I share our #1 culture-changing tip for ANY organization. Ask your team to complete this simple activity on a regular basis, and you’ll start to create a sense of “service awareness” among your employees. Check it out below, and we’ll see you next week for another new episode!

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

I can’t believe Brittany and I are already halfway through The SUPER AMAZING Show!

This week, we’re asking you to reflect on all of the CX tips and strategies we’ve shared this year. What are your top three favorite ideas that you want to implement?

Get together with your team and narrow down the three tactics you want to act on before the end of 2024.

Comment below and let us know what you’re prioritizing!

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

It’s time for another CX book recommendation! 📚

If you’re looking to boost your customer retention, Brittany and I highly recommend “Never Lose A Customer Again” by our friend, Joey Coleman.

Did you know there are 8 emotional phases that a customer typically goes through in the 100 days following a purchase? Simply being aware of these stages is revolutionary for any business owner.

Joey provides actionable tips for understanding and anticipating your customers’ emotions to keep them coming back again and again.

Hear more of our favorite takeaways in episode 26 of The SUPER AMAZING Show and grab your copy of Never Lose A Customer Again on Amazon or anywhere else you buy books!

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

Your brand’s reputation is being shaped every day, in every interaction with every customer. Any employee can be responsible for the first (and maybe last!) impression someone forms about your brand. The stakes are high, so let’s talk about how to get it right.

In episode 24 of The SUPER AMAZING Show, Brittany and I share our tips for making sure that every employee embraces the “Awesome Responsibility.”

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

Business leaders: if you think of your customer service department as a COST, you’re thinking of it wrong.🙅

Your frontline employees have the most interaction with your customers. They’re tasked with restoring their confidence in your brand after they experience an issue. Empower and equip them effectively, and your customer service team can transform into a revenue-generating powerhouse.

Learn more in episode 24 of the SUPER AMAZING Show.

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

STORY TIME!

In episode 23 of The SUPER AMAZING Show, Brittany is telling you about the very first time she met Taylor Swift. She was only 17 at the time, but she said something to Brittany that is forever burned in her memory.🤯

I’ve worked closely with hundreds of recording artists in my career and have never heard anyone else distill so perfectly what it takes to build a legion of loyal followers.

Watch the episode to hear more.

As I point out in my book, “I’ll Be Back,” many businesses mistake their marketing programs for loyalty programs.

If you took away your points and punch cards, would a customer still want to do business with you? The best companies have loyal customers because of the overall experience, not the perks and rewards.

Learn more in episode 22 of The SUPER AMAZING Show: https://hyken.com/superamazingshow/

In episode 21 of the SUPER AMAZING Show, Brittany and I discuss our top takeaways from “The Time to Win,” a must-read CX book by our good friend, Jay Baer.

If there’s one thing for you to remember, it’s this: “Give your customers time, and they will give you money. Cost your customers time, and it will cost you money.”

Learn more about the correlation between speed and customer loyalty here:
👉 https:/hyken.com/superamazingshow/

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

What’s the first thing that happens when someone begins an interaction with your company, and the last thing that happens before they go? How can you inject magic — or at least charm — into these interactions?

Welcome moments set the tone for the experience that follows, while special farewells leave your customers with a positive, lasting impression that they’ll tell their friends about.

Watch episode 20 of The SUPER AMAZING Show for our ideas on how to maximize these moments along the customer journey.

👉 Watch more of THE SUPER AMAZING SHOW on https:/hyken.com/superamazingshow/

Not all customers are going to be the right fit for you. Whether their goals don’t align with your business or they’re straight-up abusive to your employees, you’ve got to know when and how to “fire” a customer.

Check out episode 19 of the SUPER AMAZING Show to learn more.

You may be surprised to hear us say this, but…

The customer is NOT always right! 🚫

In episode 18 of The SUPER AMAZING Show, Brittany and I talk about how to let your customers be wrong with dignity and respect.

How can you demonstrate empathy and politely let your customers know that they’re *not* right?!

Watch here: hyken.com/superamazingshow/

Do your employees think of their jobs as nothing more than a paycheck, or are they truly fulfilled by their work? Brittany always says that apathetic employees create apathetic customers. If you don’t have superfans inside your company, it’s virtually impossible to have them outside your company.

In episode 17 of The SUPER AMAZING Show, I share about the Employee Hierarchy of Needs and what you can do to make sure your employee experience is setting the stage for an exceptional customer experience. 🔺

Our challenge to you this week: learn something new about each of your employees!

We’ll see you next week for another episode of The SUPER AMAZING Show!

It’s that time of the quarter again…

This Thursday is the second ‘Get To Know Your Customers Day’ of 2024. And here’s how you should celebrate it:

Get on the phone with your clients and ask them, “What is one thing you can think of that would make doing business with us better?”

For more on this task, watch episode 16 of The SUPER AMAZING Show: https://hyken.com/superamazingshow/

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

A common mistake companies make is they fix issues without addressing whatever system, process, behavior, (or lack thereof) led to the problem in the first place. They move so quickly from fire to fire that they fail to notice there’s someone on the team throwing lit matches.

Our challenge to you this week: identify the problem you are asked to solve more than any other problem. This will be your roadmap to adjusting your systems and making incremental improvements for your customers.

Check out episode 15 of The SUPER AMAZING Show for how to handle this initiative with your team.

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

In business, mistakes are unavoidable and sometimes customers get upset. But what truly matters is how we respond. Our aim isn’t just to rectify the issue; it’s to restore confidence.

There are few issues you can’t overcome with a sincere, proper apology. That annoyed or upset customer might just become a loyal advocate after they experience firsthand how much you care and how hard you’re working to solve their problem.

Watch episode 14 of The SUPER AMAZING Show to hear Shep’s 5-step process for handling customer complaints.

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

We were all taught to treat others the way we would want to be treated, right?

In reality, not everyone wants to be treated the same way.

Others have different backgrounds, life experiences, personal situations, beliefs, preferences, access to technology, and so on, meaning their preferences may be different from yours.

In episode 13 of The SUPER AMAZING Show, Shep and Brittany discuss Dr. Tony Alessandra’s Platinum Rule and how it can help you create more relevant and personalized customer experiences.

Repetition is critical for exceptional customer experience.

Our actions teach our customers what to expect. And because sharing feedback about experiences has never been quicker or easier, those actions reach far beyond the customers who are immediately impacted.

That’s why it’s important to “start over” with every single customer. What exactly does this mean? Shep explains this concept from his book, Amaze Every Customer Every Time, in episode 11 of The SUPER AMAZING Show: https://hyken.com/superamazingshow/

How do you measure customer experience?

Personally, my favorite way to measure CX is this simple framework:

For every one-to-one interaction you have, there are three possible outcomes for the other person. At the end of the exchange, they’ll feel better, worse, or the same as they did before.

Here’s a secret to not only great customer experience, but also to making your entire life better: try to make as many interactions as possible net positive experiences.

Check out episode 10 of The SUPER AMAZING Show to learn more: https://hyken.com/superamazingshow/

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

PSA: the first Friday of March is Employee Appreciation Day!

A lot of managers confuse recognition and appreciation. While they’re both crucial for a positive employee experience, it’s important to know the difference between the two.

Recognition = gratitude for an employee’s contributions (“great job on that proposal!”)
Appreciation = gratitude for an employee’s inherent value as a person (“your creativity is inspiring!”)

Take the time to acknowledge your team members for who they are, not just what they do. If you do this on a regular basis, you’ll create more superfans inside the company.

Watch episode 9 of The SUPER AMAZING Show to hear our tips on how to express appreciation for your employees.

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

Are computer-generated cards a waste of time, or are they a perfect solution for sending notes at scale? 🤔

In episode 8 of The SUPER AMAZING Show, Brittany Hodak and Shep Hyken weigh the pros and cons of automated card services and offer advice for integrating these platforms into your customer experience. ✉️

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

In the last episode, Shep and Brittany shared their best practices for creating and distributing customer surveys. Now it’s time to analyze and, more importantly, implement that feedback!

Watch episode 7 of The SUPER AMAZING Show for their tips on disseminating survey results across your organization and putting customer insights into action.

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

It’s never been easier to glean information about what customers do and don’t want. However, there’s a right way and a wrong way to collect feedback.

In this week’s episode of The SUPER AMAZING Show, Shep and Brittany share their best practices for creating and distributing customer surveys.

Watch episode 6 here and come back next week for tips on how to put your customer insights into action.

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

Valentine’s Day is just around the corner… how do you plan on showing your customers AND employees that you care about them?

Showing appreciation should be a year-round activity, not something you put off until December. Client mailboxes, like church pews, are more packed than usual during the holidays. Giving gifts between mid-November and mid-January isn’t a strong strategy. There’s a ton of competition and the gifts feel somewhat obligatory—just another component of the check-the-box marketing plan.

Check out episode 5 of The SUPER AMAZING Show for some ideas on how you can celebrate your customers and employees this Valentine’s Day!

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

We all bring our own biases, backgrounds, and blind spots into our decision-making, no matter how much we might try not to.

Representation matters, and one of the reasons diversity is such an important part of customer experience is that no person is going to have the background to represent all people. The more you have in common with the people helping you make decisions, the more likely you are to miss something that might be glaringly obvious to another audience.

Check out episode 4 of The SUPER AMAZING Show to learn more about the impact of diversity on your customer experience.

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

Did you know that the third Thursday of each quarter is Get to Know Your Customers Day? Well, now you do!

Since this Thursday (1/18) is the first #gettoknowyourcustomersday of 2024, we’re giving you a challenge to complete this week: ask your customers what you can do to make their lives easier!

So many companies try to read the minds of their customers instead of simply asking them for their feedback. Your customers WANT to share their insight with you and, more importantly, see the changes you make as a direct result.

Use this quarterly reminder to check in with your clients and see how you can serve them better. See you next week for episode 4 of the SUPER AMAZING Show!

#customerexperience #customerrelations #customerfeedback #customersurveys #customerreviews #customerexperiencetips #customerinsight

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

Did you know that the third Thursday of each quarter is Get to Know Your Customers Day? Well, now you do!

Since this Thursday (1/18) is the first #gettoknowyourcustomersday of 2024, we’re giving you a challenge to complete this week: ask your customers what you can do to make their lives easier!

So many companies try to read the minds of their customers instead of simply asking them for their feedback. Your customers WANT to share their insight with you and, more importantly, see the changes you make as a direct result.

Use this quarterly reminder to check in with your clients and see how you can serve them better. See you next week for episode 4 of the SUPER AMAZING Show!

#customerexperience #customerrelations #customerfeedback #customersurveys #customerreviews #customerexperiencetips #customerinsight

👉 Watch more of THE SUPER AMAZING SHOW on https://hyken.com/superamazingshow/

There’s no better way to kick off the New Year than by aligning your team around the promise of customer centricity.

Are you READY to be customer-obsessed?! 🙋‍♂️

Shep and Brittany are so excited to bring you the SUPER AMAZING Show, a weekly video series designed to help you and your team make incremental, yet impactful improvements to your customer experience.

Check out episode 1 and get ready to make 2024 your most successful year yet! #customerexperience #customerexperienceetips #customerservice #customerservicetips #customercentricity

COMING SOON!

I am SUPER excited to share this AMAZING announcement! Starting this January, Brittany Hodak and Shep Hyken will share tips on becoming more customer-centric, cultivating a relationship that will make your customers come back again and again, creating super fans of your business, and so much more!

Tune in to The SUPER AMAZING Show every week, starting January 2, 2024, for quick, actionable tips for your team!

COMING SOON!

I am SUPER excited to share this AMAZING announcement! Starting this January, Brittany Hodak and Shep Hyken will share tips on becoming more customer-centric, cultivating a relationship that will make your customers come back again and again, creating super fans of your business, and so much more!

Tune in to The SUPER AMAZING Show every week, starting January 2, 2024, for quick, actionable tips for your team!

COMING SOON!

I am SUPER excited to share this AMAZING announcement! Starting this January, Brittany Hodak and Shep Hyken will share tips on becoming more customer-centric, cultivating a relationship that will make your customers come back again and again, creating super fans of your business, and so much more!

Tune in to The SUPER AMAZING Show every week, starting January 2, 2024, for quick, actionable tips for your team!