296 épisodes

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.

The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level.

Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

Amazing Business Radio C-Suite Radio

    • Carrière

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.

The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level.

Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

    Automate the Process, Never the Relationship Featuring Matthew Barnett

    Automate the Process, Never the Relationship Featuring Matthew Barnett

    Top Takeaways:-      Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your culture.
    -      The first thing you do should be to define your company’s culture and values. Do this early on with intention instead of waiting for it to happen accidentally in the future. Be specific about what your values are.
    -      Assemble a team of your colleagues and employees and work together to define and refine your company’s culture. The people you hire affect the culture you build—for better and worse.
    -      Any time you communicate with your customers, make sure you do so in alignment with your values.
    -      Find the customers that align with your culture and values. Don’t be afraid to “fire” customers if they aren’t a good fit.
    -      Creating an amazing customer service experience really comes down to the idea of delight. Any company can delight their customers.
    -      Build a process where you work delight into various points along the customer journey. The first step is to map out your customer journey and then recognize those opportunities.
    -      It can be difficult to work in delight into an online business—but the opportunity is HUGE. Again, it’s all about mapping the journey (which can be easier online) and putting a process in place.
    -      Creating processes for amazement will eventually become part of your company’s culture. Employees will love it and customers will become “superfans.” This helps you build a great reputation.
    -      Automate the processes you build, but never your relationships. Never sacrifice the human element.
    Quote:“It all comes down to the idea of delight. It’s an underutilized word. Have a process for working surprise and delight into every single customer journey.”
    About:Matthew Barnett is the CEO and “Papa Bear” of Bonjoro. Originally trained as a designer and artist, Matthew is committed to building both great products and great culture. His goal is to be the next Zappos—the most loved brand in the world.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 27 min
    Focus on the Customer, Not the Sale Featuring Lou Gallagher

    Focus on the Customer, Not the Sale Featuring Lou Gallagher

    Top Takeaways:-      Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale.
    -      When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology.
    -      Lose the mindset of customer service happening only in call centers and contact centers. Go broader, and think instead about consumer engagement and consumer interaction.
    -      Technology has progressed rapidly, opening up new channels of communication. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience.
    -      Ideally, create an omnichannel communication experience. This allows you to communicate with customers across all channels using a single interface on the back end. This creates consistency, helps the agent provide better service and gives the customer a better experience.
    -      Customers and companies alike should ask more open-ended questions when communicating with each other to facilitate productive conversation. Customers should ask what that company is doing to understand their needs and entire journey.
    -      Companies must ask themselves what their consumer engagement strategy is, whether or not it is holistic (stretching company-wide) and if it is truly customer-centric (instead of product- or sale-oriented).
    -      As technology changes so quickly, be mindful of how you do and don’t adopt it. Don’t get too enamored with new tech and lose sight of the humans behind it—both your customers and employees.
    -      Everyone in an organization has a positive or negative impact on the customer service and experience, not just the customer service department. It’s part of the company’s culture.
    Quote:“Everybody, in every organization, has positive and/or negative impact on consumer (customer) interaction. Consumer interaction is part of the culture.”
    About:Lou Gallagher is a Consumer Engagement Specialist at Mitel. With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 26 min
    Understanding Gen Z as Customers and Employees Featuring Jason Dorsey

    Understanding Gen Z as Customers and Employees Featuring Jason Dorsey

    Top Takeaways:-      To understand Generation Z as consumers is to understand the future of your (and every) business. They are the fastest growing generation in the workforce, the number one generation of consumer trendsetters (they even influence Baby Boomers!) and the most likely to write positive things online and recommend brands to others.
    -      The oldest members of Gen Z are 25 and most of them do not remember 9/11.
    -      While it’s important not to box people in by generation, knowing a customer’s generation can give you clues that help you better understand them. This, in turn, can help you faster connect, build trust and drive influence with those customers.
    -      When making a purchase decision, Gen Z customers look for a few key things: low price, ease of purchase, ratings and reviews, ease of returns and if someone they know previously made that purchase.
    -      Gen Z wants an experience before they buy something. When they do buy something, price (not the lowest price) is important to them and they always expect a good deal. They will pay more for an all-inclusive experience if they feel it is a better deal than the cheapest option.
    -      Ease of purchase is all about asking yourself how simple you can make something so it just works. Often, this involves utilizing new tech—but be careful not to sacrifice the human connection!
    -      Offering easy returns reduces the risk for online and first-time purchases, which consumers perceive to be very high-risk. Reducing risk helps overcome objection in the sales process.
    -      Ratings and reviews are incredibly important to all consumers, not just Gen Z. Even more important is knowing someone personally who bought that product or service before. Family and friends’ opinions are the most trusted, even if their tastes do not match the purchaser’s.
    -      To understand your consumer base better, create a generational snapshot and put it into a pie chart. Create practical urgency to bring in that next generation to ensure your business lasts.
    Quote:“Generations are not boxes. Generations are powerful and predictive clues. If you know those clues, you can faster connect with, build trust and drive influence, which is ultimately what customers want.”
    About:Jason Dorsey is the President and Co-Founder of The Center for Generational Kinetics as well as a leading generational researcher, speaker and author. His latest book is Zconomy: How Gen Z Will Change the Future of Business—and What to Do About It.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 27 min
    A Customer Experience They Can’t Refuse Featuring Steven Van Belleghem

    A Customer Experience They Can’t Refuse Featuring Steven Van Belleghem

    Top Takeaways:-      The year 2020 has thrown us into the future technologically. This creates many new opportunities for companies to make their customers happy and make their lives easier.
    -      Customers increasingly expect companies to take a stance on social issues. Remaining silent is no longer an option. Companies must have a point of view, share it with the world, take action and be transparent about the journey.
    -      Companies don’t need to change the whole world to make a positive impact; they just need to change their world. Find your company’s strengths and leverage them to tackle concrete challenges in society that matter to you.
    -      As a bare minimum, you must offer a good product for a good price and with good customer service. In the past, this was all it took to make customers happy. Today, they expect more.
    -      To be truly successful, companies must know how to create convenience for their customers, especially digital convenience.
    -      A good, working digital interface is a necessity. It must help customers save either time, money or energy (or, ideally, all three)—the resources that no one ever has enough of.
    -      Look beyond your product and think about the human being that is your customer. Become a partner in their life by asking how you, as an organization, can add value to their life. This is the future of customer experience.
    -      Identify the tradeoff your customers must make when they buy from you or any company in your industry. What can you do to reduce or even eliminate it? Develop a process and make it part of your mission statement and brand identity.
    Quote:“Companies don’t have to change the world. They just have to change their world. Look at the strengths of your organization and see how you can leverage them to solve the concrete challenges in society. This is your responsibility as a business owner.”
    About:Steven Van Belleghem is a co-founder and board member of nexxworks. He is an entrepreneur, an international keynote speaker and the bestselling author of four books. His latest book, The Offer You Can’t Refuse, comes out on October 28, 2020.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 29 min
    Mystery Shop Your Customer Experience Featuring Claire Boscq-Scott

    Mystery Shop Your Customer Experience Featuring Claire Boscq-Scott

    Top Takeaways:
    -      It’s important for any and every business to measure the level of service they provide. After all, you can’t change what you don’t measure. Mystery shopping is one method of measuring the customer experience a business provides.
    -      When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure.
    -      Follow the customer journey as closely as possible to get the best read on what the customer experience is like.
    -      Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization.
    -      Measuring your customer service and experience gives you an objective perspective of what works and what doesn’t work.
    -      Once you get your results, you must use them. Develop new strategies and implement training where it’s needed. Continue to measure. Identify gaps and celebrate success. Over time, this will vastly improve your CX.
    -      Design and roll out an internal program before an external one. In other words, focus on your employees and their experience first. Get everyone in alignment with your mission and how they play a part in the customer journey.
    -      Remember that the beliefs and behaviors of leaders and managers will be passed on to employees. Leadership must model the actions and attitudes they want to see in their employees. It starts at the top.
    -      Now, more than ever, companies must take care of their customers, across every touchpoint and channel. Start by putting people (employees and customers) at the center of your business and show that your truly care.
    Quote:
    “Being able to measure customer service gives you feedback on where to develop new strategies and implement training. Then, measure again to identify gaps and celebrate success.”
    About:
    Claire Boscq-Scott is keynote speaker, consultant and trainer specializing in retail and hospitality with over three decades of mystery shopping and customer service experience. She is the author of three books, the latest of which is The Secret Diary of a Mystery Shopper.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 27 min
    The Right Way to Measure Amazing Customer Service Featuring Jerry Campbell

    The Right Way to Measure Amazing Customer Service Featuring Jerry Campbell

    Top Takeaways:-      An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels.
    -      The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available.
    -      The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee.
    -      Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line.
    -      More than anything, support center agents must be empathetic to the needs of the customer. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric.
    -      Diversity, equality and inclusion (DEI) play a huge role both in support centers and in the overall customer experience. Not being able to connect with customers is a pain point. Call centers must be as diverse and inclusive as the customer base they serve.
    -      Companies should create more self-service options for their customers, especially for common problems. Simply put, customers want this!
    -      AI will never fully replace the human support agent. A bot will only get you so far before a human has to interject. A better solution is to integrate tech with your human employees to provide a better customer experience.
    Quote:“How do you make something simple? You start with your process. If you don’t have your processes in place, it doesn’t matter how much technology you get. Tech without process just creates an automated mess.”
    About:Jerry Campbell is the Head of Customer Experience (CX) and Social Engagement at 7-Eleven, where he leads a team that delivers “world class” customer service and experience through an omni-channel approach.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 27 min

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