300 episodes

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

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    • 5.0 • 2 Ratings

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.

    Become Your Customer’s Trusted Advisor Featuring Todd Hartley

    Become Your Customer’s Trusted Advisor Featuring Todd Hartley

    Top Takeaways:-      The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor.
    -      Customer service training is your most valuable asset. It is always worth investing in.
    -      More often than not, customers leave companies due to a lack of transparency or authenticity.
    -      An amazing customer experience can translate directly into word-of-mouth marketing.
    -      The customer experience doesn’t start after a customer makes a purchase or even on the first sales call. It begins at the first interaction the customer has with your company, which could be as simple as them browsing your website.
    -      The sales experience is part of the larger customer experience. It’s what makes the customer say “yes” the first time, and hopefully keep saying “yes” over and over again.
    -      Sales and service go hand-in-hand. If you’re in the sales process, your goal should be to demonstrate an above-and-beyond level of helpfulness and willingness to help your customers achieve their goals.
    -      Video is a very powerful and effective tool and can be used for a variety of purposes. For example, send a video proposal instead of a PDF, or send a video recap to a decisionmaker after an important call. Video can also be used to cross-sell or upsell in the right scenarios.
    -      Take the opportunity to learn what your client’s criteria for success are and position yourself in their future. Just ask: A year from now, what would have to happen for you to feel working with us was a success?
    -      Ritualizing video into your CX can answer questions, share new information and position you to become your customer’s trusted advisor.
    Quotes:“If you become a trusted advisor, you become a magnet for new opportunities, because the customer knows that you will take care of them at a very impressive level.”
    About:Todd Hartley is the Founder and CEO of WireBuzz and a rock star of remote selling, video marketing and sales optimization. He creates effortless, on-demand buying experiences that improve clarity and eliminate confusion.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 29 min
    Customer Service is Engagement Featuring Jeffrey Hayzlett

    Customer Service is Engagement Featuring Jeffrey Hayzlett

    Top Takeaways: 

    No matter what you’re selling, there will always be certain conditions of satisfaction. These will vary from situation to situation, but the basic underlying principle will always be the same: Does it meet the customers’ expectations? 

    Get in the habit of having frank, transparent conversations with your customers. Communication is key! 

    Customer service is all about engagement. That’s what people crave more than ever. 

    Packaging is important and includes more than just what’s on the outside of a product. It could include word choice and tone or mode of delivery. Make sure the packaging is an accurate and positive representation of your brand identity. 

    While packaging is important, it isn’t everything. The product still needs to do what it’s supposed to do and meet customer expectations. 

    Customer service has always been about relationships and engagement. The number of followers you have on social media, for instance, doesn’t matter if those followers don’t have a relationship with you and aren’t truly engaged. 

    Look for the people who are so fully engaged with you that they’ve become your biggest fans. Those people will organically drive more connections for you by telling their friends and family about you and the experience you provide. 

    Your best innovations and insights can come directly from your engaged customers.  

    Customer complaints can provide valuable information on how you can improve your products and services. 

    Leaders and managers need to get on the front line and have discussions with customers to gain an accurate view of what’s happening within their company. 

    Define and identify your “dream customer.” Recognize you can’t please everybody, but this will help you focus your company vision. 

    Quote: 
    “Every executive should be the most strategic person in the room. You can’t necessarily be the smartest person in the room, but you can become the most strategic through education, motivation, inspiration and the chance for a little monetization.” 
    About: 
    Jeffrey Hayzlett is a global business celebrity, speaker, bestselling author, primetime TV host and podcast host. He is the Chairman of C-Suite Network, home of the world’s most trusted network of C-Suite leaders. 
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 27 min
    Optimize Your Feedback Loop Featuring Josh Liebman

    Optimize Your Feedback Loop Featuring Josh Liebman

    Top Takeaways:-      First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally.
    -      Customer ratings and reviews can be a powerful employee motivator. If they know their performance will be graded, they may strive harder to achieve good results.
    -      It’s important to ask for feedback or reviews while the experience is fresh. Optimize your request so that it occurs either during or after the customer’s experience with your brand.
    -      42% of companies don’t actively collect feedback from their customers. This represents a huge opportunity across the board to implement a survey program to help improve a brand’s experience.
    -      Set up an automated system that collects on an ongoing basis. It is easy to do this using the tools and technology available today.
    -      Making surveys quick and easy will increase the number of customers who complete them. Be upfront and honest about how quick and easy you’ve made the process.
    -      Quantitative surveys should be no longer than 10-12 questions long—ideally shorter. Sometimes it’s good to offer a qualitative (free response) question to allow you customer to tell you how they truly feel in their own words.
    -      After you get the feedback, you must respond to it. Ideally, you should respond to every single review (positive and negative), but if you have limited resources, prioritize responding to the negative reviews. These are opportunities!
    -      Remember, when you respond to a negative review, you’re not only talking to the customer who wrote it, but all potential customers who may read the review. One bad review could turn away up to 30 potential customers if not handled correctly.
    -      After responding to feedback, you must react to it inside your organization. This could mean fixing a broken process or improving an aspect of your service.
    -      Dig deeper than the surface of what a bad review is telling you. For instance, if someone complains about the price, the right thing to do isn’t necessarily to drop the price. Instead, ask if you’re providing the value customers expect.
    Quote:“Strike while the iron is hot. Ask for feedback or a review while the experience is still very fresh in your customer’s memory. Take a proactive approach and incorporate asking for feedback into the hospitality component of your business.”
    About:Joshua Liebman is the founder of BackLooper, a consumer insights tool that helps businesses optimize their feedback loop and foster customer loyalty. His passion for customer experience comes from his background in hospitality and tourism.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 28 min
    Eradicating Mediocrity in Customer Service Featuring Daniel Rodriguez

    Eradicating Mediocrity in Customer Service Featuring Daniel Rodriguez

    Top Takeaways:-      Don’t fall into the trap of thinking your service is “good enough.” “Good enough” service is never good enough.
    -      Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers.
    -      Companies must utilize AI and technology alongside a human element in the customer experience. Technology alone won’t work.
    -      Think of your customers in terms of the classic iceberg metaphor. There is so much more going on underneath the surface than what is clearly visible. Work to understand those behaviors and motivators you don’t immediately see.
    -      NPS and CSAT scores are not enough to get the big picture of your customer base. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction.
    -      Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people. This will affect your brand reputation and could result in missed opportunities and lost revenue.
    -      We are in the age of the “now” customer. Customers are no longer willing to wait for answers or products, but companies still believe they are.
    -      It’s crucial to mystery shop your own business so you can get real data to help you understand what is truly happening with your customer base and how your company can improve areas of weakness.
    -      Deflection is not a customer-centric concept. You can offer your customers alternatives, but always give them the option to come back.
    -      For more, read Simplr’s report, “The State of CX in 2020” and attend (or rewatch) Simplr’s webinar, “How to WOW the NOW Customer” featuring Shep and Daniel!
    Quote:“‘Good enough’ is not good enough. A ‘good enough’ mentality causes you to rest on a laurel that is a false presumption of loyalty by your customers and future customers.”
    About:Daniel Rodriguez is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. Before Simplr, he served as VP of Marketing for Seismic and co-founded multiple other companies.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 31 min
    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

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