Shep Hyken, Customer Service & CX Expert
Brittany Hodak, Keynote Speaker & Author of Creating Superfans
Episode 37
Episode 36
Episode 35
Episode 34
Episode 33
Episode 32
Episode 31
Episode 30
Episode 29
Episode 28
Episode 27
Episode 26
Episode 25
Episode 24
Episode 23
Episode 22
Episode 21
Episode 20
Episode 19
Episode 18
Episode 17
Episode 16
Episode 15
Episode 14
Episode 13
Episode 12
Episode 11
Episode 10
Episode 9
Episode 8
Episode 7
Episode 6
Episode 5
Episode 4
Episode 3
Episode 2
Episode 1
Season 1
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“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!
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!
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!
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.”
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.
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/
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.
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.
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.
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/
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.
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. ✉️
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.
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.
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!
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.
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
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!
