Afleveringen
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How to Overcome Mediocrity in Business and Customer Service
Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses avoid settling into mediocrity in customer service?
What role does humility play in improving a business's customer experience?
What is the innovator's dilemma?
How can companies ensure they are accurately measuring their customer experience?
How does the concept of a 'success trap' affect a company's customer service?
Top Takeaways:
Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.
The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for 'average' performance.
Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take "big bets" that lead to breakthroughs.
Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone.
Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent.
Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.
Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in!
Quote:
"I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive."
About:
John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How AI Can Make Customer Service Seamless and Effortless
Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses enhance their customer service experience using AI technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company's existing customer service team rather than replace it?
Why is it essential for businesses to consider customer communication preferences when designing support systems?
Top Takeaways:
In customer service, "boring" means delivering consistent, reliable service without any issues or drama.
Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.
Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.
Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.
Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.
AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.
Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!
Quote:
"Customer service should be so good that it's boring."
About:
Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Zijn er afleveringen die ontbreken?
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How Investing in the Right Technology Can Transform Customer Experience Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services? What role does AI play in analyzing customer churn and retention? Top Takeaways: To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements. With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction. Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction. Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive. Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in! Quote: "When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions." About: Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
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How Customer Complaints Impact Loyalty and Retention
Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatisfaction?
Why is it important for company executives to engage directly with the customers?
What are the potential revenue losses associated with unresolved customer complaints?
Top Takeaways:
Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.
It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.
Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.
Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.
There's value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.
Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!
Quote:
"When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they'll tell their friends about your business.”
About:
Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Using Artificial Intelligence to Analyze and Activate a Better CX
Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand customer feedback better?
What role does AI play in analyzing customer data and providing actionable insights?
How can companies effectively activate their customer data to make informed business improvements?
How does AI's cost-effectiveness influence its use in customer experience?
Top Takeaways:
Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.
While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.
AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.
Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.
Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.
Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.
Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!
Quote:
"Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences."
About:
Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Building Heart-Centered Customer Relationships
Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the biggest enemy of good customer service?
How can companies get better customer feedback?
What should companies look for when hiring customer service employees?
How can businesses move beyond customer satisfaction metrics?
What role does empathy play in customer service?
Top Takeaways:
To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.
No matter how good your product is, if you don't have the experience and service to support it, and if you don't have people who love what they do and love the customers, you will fail.
Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.
Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don't voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.
Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change .
Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.
If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.
Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in!
Quote:
"Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be "the other guy" and see through your customers' eyes."
About:
Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America's first fintech company, Sageworks.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Future-Proofing Your Business Through AI Integration
Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI's impact on customer experience, service delivery, and productivity.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can AI simplify the process of delivering a seamless customer experience?
How can AI enhance customer service while balancing technology and human interaction?
What is the impact of AI on customer service jobs?
How can customer support roles evolve with AI?
How can companies ensure their data is ready and accessible for AI to enhance customer experience?
Top Takeaways:
AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers' needs while simultaneously reducing operational costs.
The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions.
When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don't train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want.
As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations.
Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions.
AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs.
Plus, Shep and Simon explore how AI continues to shape customers' daily lives and how companies can leverage it to their advantage. Tune in!
Quote:
"When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can't do today? And, how can AI enable that?"
About:
Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network's top 50 customer experience influencers to follow in 2024.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Prioritizing Customer Retention over Acquisition
Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What Disney customer experience principles can be applied to enhance customer service in other industries?
How can businesses create an emotional connection with customers?
How can businesses use unique customer experiences to stand out in a competitive market?
What role does employee interaction play in creating memorable customer experiences?
How does a business enhance customer loyalty without relying on points or discount programs?
Top Takeaways:
People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.
Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base.
Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company.
The points and perks are incentives for customers to do business with a company, but they shouldn't be the only reason. If the customer experience isn't great, you will lose your customers as soon as a competitor comes up with a similar program or something better.
Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others.
Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in!
Quote:
"Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers."
About:
Vance Morris helps businesses successfully apply Disney's principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Why Great Service Must Come Before Customer Rewards
Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What role do loyalty programs play in enhancing customer engagement?
How can companies leverage loyalty programs to generate additional revenue?
Can loyalty programs drive repeat business without sacrificing the quality of customer experience?
How can technology help create a seamless customer experience within a loyalty program?
How can companies motivate inactive loyalty program members to become more engaged participants?
Top Takeaways:
There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty.
If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty.
Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms.
In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers' active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.
Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank's credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms.
Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable.
For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.
Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!
Quote:
"Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase."
About:
Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world's largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Strengthening Business Partnerships Using the Triple Fit Strategy
Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the Triple Fit Strategy?
What is the key to building lasting customer relationships?
Why do companies need to shift from a transactional relationship with their customers to a partnership?
How can a business differentiate itself amidst competition?
How can businesses add more value to their customers?
Top Takeaways:
There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.
The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems.
Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they're more likely to stay as your customer and even advocate for your business to others.
The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties' strategies, and making the business relationship sustainable.
It's not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them.
While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer's needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients.
Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!
Quote:
"In business, your goal should not be to just to cut costs or offer products. It's about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers' priorities."
About:
Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How Storytelling Transforms Guest Experience
Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personalized customer service interactions?
Top Takeaways:
A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.
Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.
Storytelling is a powerful tool that captures customers' attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.
Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.
Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.
While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.
Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.
Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!
Quote:
"Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created."
About:
Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization
Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways:
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve experiences for citizens by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quote:
"When you look at what drives a good government experience, it's trust.. Create better trust between the government and constituents by promoting better engagement."
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Use Customer Feedback to Transform Your Business
Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can business use customer feedback to improve the customer experience?
How do you leverage customer reviews?
What is the best approach to respond to a negative customer review?
How can consumer feedback improve a company's products or services?
What benefits do businesses gain from analyzing competitors' customer reviews?
Top Takeaways:
Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company's product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face.
Many of today's consumers do not trust leaving a review on the company's website. This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard.
A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating.
Not all reviews will be positive, and it's crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company's reputation more than a positive review.
Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.
Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in!
Quote:
"An upset consumer (leaving a negative review) wants other customers not to suffer the same fate."
About:
Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers' free speech rights.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How an Amazing Customer Experience Can Be a Differentiator for Your Brand
Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is including sales important in the overall plan for customer experience?
How can sales and customer service teams work together to make customers happier?
Why is digital technology key for a smooth customer experience?
What role does human interaction have in today's changing customer experience world?
How can companies create a customer-focused experience from before a purchase to after?
Top Takeaways:
Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer's journey, product, and service.
Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.
In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry.
Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can't fully replace the need for human touch in more complex situations.
Brands should prioritize making every interaction efficient to respect and save the customer's time. Businesses that can reduce or eliminate time-wasting steps in a customer's journey will enhance their overall experience.
As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively.
Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in!
Quote:
"Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase."
About:
Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Designing Impactful Customer and Community Engagement
Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies integrate their sales and support teams to enhance customer interactions?
How can small businesses enhance customer support after a sale?
What are the benefits of a customer advisory board?
Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?
How can businesses create an emotional connection with their customers through community involvement?
Top Takeaways:
Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers’ needs and generate new ideas.
Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers’ input and making them feel heard by letting them know what actions are taken.
Customer experience doesn't stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.
Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.
Proactive communication alleviates customer frustration. When there is a problem, businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what's happening, how long a problem might last, and reassures them that it is being addressed.
Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them.
Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in!
Quote:
"It's important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization."
About:
John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Gathering, Acknowledging, and Responding to Customer Feedback
Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways:
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quote:
"The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business."
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Reduce Friction and Create Customer Loyalty
Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively integrate new technology into existing systems to enhance customer experience?
Why is creating a frictionless customer experience important, and how can businesses achieve it?
Why is understanding consumer behavior crucial for improving customer experience?
What role does technology play in transforming the customer experience?
Why should your customer experience strategies align with corporate goals?
Top Takeaways:
The customer experience has become the most important differentiator between companies. It's not just about the products or services offered but the entire journey and interactions a customer have with a brand.
A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience.
Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service.
Edwin Margulies developed an 8-step process to help businesses tackle CX improvements:
Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative.
Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made.
Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities.
Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are.
Workflow Candidates: Identify specific processes that are ideal for optimization and automation.
Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization's current policies with the new automated processes.
High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.
CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation.
Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in!
Quote:
"The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don't want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience."
About:
Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Using AI to Help Human Agents Connect and Build Relationships with Customers
Shep Hyken interviews Christina McAllister, senior analyst at Forrester. She talks about the evolving role of AI in contact centers and how it enhances, customer service, human interactions, and deepens customer relationships without losing the human touch.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does modern AI enhance the efficiency of customer interactions in contact centers?
How can AI anticipate customer needs and offer better solutions in customer service?
What are the common fears among leadership when adopting AI solutions in customer support?
How can automation in customer service lead to improved human interaction?
Why is maintaining human contact in contact centers still important despite AI advancements?
Top Takeaways:
Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.
Customer service isn't just about solving problems anymore. It's about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers.
Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There's a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It's a delicate balance between innovation and smart adoption.
Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.
AI's magic isn't just about answering questions. It's also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood.
Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in!
Quote:
"There's a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service."
About:
Christina McAllister is a senior analyst at Forrester. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Creating a Company Identity That Transforms Customer Experience
Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a brand promise?
What is the role of branding in enhancing the customer experience?
How can businesses define their brand to impact customer relationships meaningfully?
How does empowering employees align with a company's brand promise?
Why is it important for employees to share the same values as the brand they work for?
Top Takeaways:
A brand promise is a company's commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.
A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time.
Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.
In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto "Just Do It," and Patagonia focuses on sustainability.
Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles.
Companies should identify which touchpoints are "table stakes," meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the "moments of truth," the interactions that emotionally impact customers and can significantly deepen relationships.
Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in!
Quote:
"When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company's identity, the common set of truths the organization needs to deliver to create value for its customers and employees."
About:
Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada's leading advocate for physical activity.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Building a Brand Customers Love
Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can a company integrate customer service into its branding strategy?
What role does customer experience play in brand loyalty?
What are the key elements of a logo or brand identity that influence customer experience?
Why is it essential for brands to infuse emotion into their visual identity systems?
How should companies handle feedback to improve their brand's customer experience?
Top Takeaways:
Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.
Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon's smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.
In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client's specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business.
Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience.
Creating a brand involves more than just a name or logo. It's about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That’s part of the customer experience.
The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.
Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in!
Quote:
"To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers."
About:
Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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