Amazing Business Radio

Shep Hyken & C-Suite Radio
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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.

  1. 1d ago

    Are Your CX Decisions Based on Assumptions? Featuring Stefan Thomke

    How the Scientific Mindset Can Help Create a Better Customer Experience   Shep interviews Stefan H. Thomke, William Barclay Harding Professor of Business Administration at Harvard Business School and the author of The Scientific Mindset. He talks about how businesses can use the scientific mindset to improve customer experience and make better decisions. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How can businesses use the scientific mindset to improve customer experience? Why should customer service leaders test assumptions before making major business decisions? How can companies identify which customer experience improvements increase conversion? How can businesses build a culture that encourages experimentation? What role does AI play in the scientific mindset? Top Takeaways:   Don't make business decisions based on assumptions. The scientific mindset can be applied to any business decisions, including customer experience, where assumptions can be questioned, hypotheses can be tested, and findings are used to make better decisions.  There is often a gap between how companies view the customer experience that they provide and what customers actually experience.  Humans are inherently biased. Business leaders should not go from "guess" to "launch." The scientific method includes all the steps in between to make sure that the "guess" or intuition matches reality before making major commitments. Leaders need to build a culture that values evidence, curiosity, and humility. They need to be comfortable with saying "I don't know" when they don't have the answer and be open to asking questions, testing ideas, and learning from the results.  AI can support scientific thinking, but it doesn't replace the human mindset behind it. AI can help with hypotheses, experiments, and automation, but humans drive the process because, at its core, science is not just a method. It's a way of thinking.  Plus, Shep and Stefan discuss more insights from The Scientific Mindset: How Thinking Scientifically Drives Better Business Decisions. Tune in! Quote:  "AI is not going to take the scientific mindset away from people. The scientific mindset is a deeply human activity." About:   Stefan H. Thomke is the William Barclay Harding Professor of Business Administration at Harvard Business School. He is the author of The Scientific Mindset: How Thinking Scientifically Drives Better Business Decisions.   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

    Are Your CX Decisions Based on Assumptions? Featuring Stefan Thomke

  2. Nov 3

    Designing Customer Experiences Worth Talking About Featuring Michael Filosi

    How Memorable Experiences Can Disrupt an Industry, Build Loyalty, and Turn Customers into Advocates Shep interviews Michael Filosi, a dentist and entrepreneur. He explains how thoughtful customer experiences can differentiate a business and build lasting loyalty. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How can a business create memorable customer experiences that people want to talk about? How do personalized gestures build customer loyalty? Why is customer experience a powerful competitive differentiator? How can customer appreciation strengthen relationships? How can great experiences turn customers into advocates? Top Takeaways:   Customer experience can be a powerful way to disrupt an industry. When businesses offer similar products, tools, and expertise, it can be difficult to stand out. Customer experience gives businesses an opportunity to innovate, look beyond the norm, and create a differentiator. Give your customers something to talk about. Thoughtful, unexpected experiences can make customers feel valued and give them something worth sharing with their circle of influence, like their family and friends.  Pay attention to every customer touchpoint. The experience isn't limited to the main service or product. Every interaction, from the first phone call or online booking to the welcome, waiting experience, and thank you, is an opportunity to create a positive impression. Design the space around the customer experience you want to create. The layout of a waiting room, how customers are greeted, and how they move through the space can all shape their experience. Designing these spaces thoughtfully can make customers feel welcome, reduce friction, and turn an ordinary transaction into something more memorable. Invest in customer experience. Memorable experiences may cost more, but they can build goodwill, encourage word of mouth, and help a business build a reputation that attracts new customers. Plus, Shep and Michael discuss Will Guidara's book Unreasonable Hospitality and how businesses outside the restaurant industry, including dentistry, can apply its ideas. Tune in! Quote:  "Everyone in the same industry has the same tools and knows the same things, so if you want to innovate, you’ve got to think outside the square. The area where you can innovate is the customer and patient experience.” About:   Dr. Michael Filosi is an entrepreneur, dentist, and self-confessed business nerd who transformed a rundown dental practice into a highly profitable business. 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

    Designing Customer Experiences Worth Talking About Featuring Michael Filosi

  3. Oct 27

    The Customer Experience Differentiator Most Brands Overlook Featuring Catherine Dummitt

    How Delivery Shapes Customer Experience and Loyalty (It’s More than Logistics)   Shep Hyken interviews Catherine Dummitt, VP of Marketing at Veho. She talks about how delivery influences customer decisions, online sales, long-term loyalty, and how it can become a competitive CX and marketing strategy. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How does delivery influence customer experience and brand loyalty? How can delivery options influence which retailer a customer chooses? Why is reliability just as important as delivery speed? How can delivery options improve customer conversion rates? How can proactive communication improve the delivery experience when delays happen?Top Takeaways:   Delivery is part of the customer experience and business strategy. Delivery influences whether customers complete a purchase, choose one retailer over another, and come back for future purchases. It can directly affect conversion, customer loyalty, and lifetime value. Fast delivery has become a standard expectation, but reliability is what builds trust. A customer ordering something for an upcoming trip may need the item quickly, while someone buying everyday items may be happy to wait. What matters is that customers can rely on you to match delivery speeds to their needs and expectations. Customers value choices, such as selecting a delivery date, paying for faster shipping, or specifying where a package should be left. When retailers offer the same products at similar prices, options can influence where customers shop. It can even encourage them to try a brand they haven't purchased from before. Delivery options can make or break a sale. Customers may abandon their carts when shipping costs or delivery dates don't meet their needs. Free shipping can also influence customer behavior. It can encourage them to add items to qualify for free shipping. Brands should consider delivery options as part of the marketing and buying experience, not just as logistics. Proactive communication can turn a delivery problem into a better customer experience. Even with the best intentions, delays can still happen. When problems happen, customers want to know what is going on, what is being done to solve it, and what to expect. Most of the time, a timely email or text can help reduce frustration. Good communication and thoughtful gestures can leave a good impression that customers remember and talk about. Plus, Shep and Catherine discuss findings from Veho’s research, The State of Delivery 2026, on how delivery speed, reliability, and flexibility influence customer experience and loyalty. Tune in! Quote:  "The delivery experience directly impacts conversion, loyalty, and customer lifetime value. It is more of a business conversation rather than just a logistics conversation." About:   Catherine Dummitt is the VP of Marketing at Veho, where she oversees brand awareness, demand generation, and customer advocacy.   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

    The Customer Experience Differentiator Most Brands Overlook Featuring Catherine Dummitt

  4. Oct 20

    Is AI Making Customer Service Better? Featuring Jay Lee

    How Companies Can Balance Automation, Human Support, and Customer Experience Shep interviews Jay Lee, Chief Marketing and Growth Officer at Five9. He talks about how AI is changing customer service and how businesses can balance automation with empathy to improve customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   Will AI replace customer service agents? How is artificial intelligence changing the role of contact center agents? What is empathy fatigue, and how does AI contribute to it? Why is employee experience important to customer experience? Why is it important for customers to have access to human support when AI can't resolve their problems? Top Takeaways:   AI is changing customer support, not eliminating the need for human agents. As AI handles routine tasks, human agents are left with more complex problems that require empathy and judgment. Companies need to find the right balance, so agents aren't frustrated by repetitive work or moving from one emotionally demanding interaction to another without a breather. Just because an interaction ends quickly doesn't mean the customer's problem has been solved. Companies need to prioritize customer satisfaction over speed to make sure that customers get the resolution they expect instead of leaving frustrated and taking their business elsewhere. People have different preferences for using AI and self-service, but there is one thing customers have in common. Trust can break down when the technology doesn't deliver. Customers should know when they're interacting with AI and have an easy way to reach a person when they need additional help. When they do talk to an employee, relevant information needs to come through seamlessly so customers don't have to repeat themselves. If sensitive information needs to be verified again for privacy or security, explain why. AI can handle routine tasks, while people focus on interactions that require empathy and judgment. Companies must support employees with the right tools, training, and resources because a great employee experience helps create a great customer experience. Plus, Shep and Jay discuss how businesses can rethink contact center metrics to reflect the growing role of AI in customer interactions. Tune in! Quote:  “AI is taking over routine tasks, leaving human agents to handle more complex problems that require empathy and judgment. There is a fatigue that is setting in for them.” About:   Jay Lee is the Chief Marketing and Growth Officer at Five9, with more than 20 years of experience in enterprise software and fintech, including leadership roles at Icertis, Avalara, PayPal, American Express, and GE Capital. 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

    Is AI Making Customer Service Better? Featuring Jay Lee

  5. Oct 13

    Human Judgement in the Age of AI Featuring Rachel Orston

    Why Customer Feedback, Trust, and Human Decision-Making Matter More than Ever Shep interviews Rachel Orston, Chief Customer Officer at Instructure. She talks about how human judgment and transparent feedback loops are competitive advantages in an AI-driven world. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How do companies build trust through customer feedback? Why is human judgment important in customer service? How should businesses handle negative customer feedback effectively? How should companies train and enable customer support employees? Why is human judgment becoming more valuable than AI in customer service? Top Takeaways:   Customer feedback should be accessible across the entire organization. It shouldn’t live only with the customer service or CX team. Employees in product, finance, legal, HR, and other departments should understand how customers feel and what they need.   Customer feedback must be responded to. Closing the feedback loop builds trust. Asking for feedback isn’t enough. Let customers know what you’re doing with the feedback. You can’t say yes to every request, but transparencey shows customers have been heard.  Judgment grows through repeated practice, review, listening, verification, and case-by-case decisions, not a one-time lesson. The information is there. Data and knowledge are far more accessible now, thanks to AI, than before. Companies that want employees to exercise good judgment must give them the opportunities to practice it.  Customer service goes beyond solving problems and answering questions. It is also about nurturing customer relationships and building trust.  Automating every entry-level tasks for new employees can take away the opportunity to learn. When companies choose to use AI to eliminate all the easier, entry-level work, new employees may lose the foundational experiences that teach them how to handle more difficult situations. The easy work is where employees develop judgement, critical thinking, and confidence.  Plus, Shep and Rachel discuss how human judgment can help companies safeguard against AI errors. Tune in! Quote:  "The voice of the customer should be accessible to everyone in the company. Whether someone is in finance, legal, HR, or the front lines, everybody should know how customers feel about us in real time." About:   Rachel Orston is the Chief Customer Officer at Instructure, where she leads global customer success, support, and services to help educators and learners thrive in a rapidly changing ecosystem. 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

    Human Judgement in the Age of AI Featuring Rachel Orston

  6. Oct 6

    How Memberships Create Customer Loyalty and Retention Featuring Jeff Helfgott

    Turn Every Customer Interaction into a Longterm Relationship  Shep interviews Jeff Helfgott, CEO of Boardroom Salon for Men. He talks about how businesses can transform customer transactions into long-term loyalty, drive recurring revenue, and elevate the customer experience.  This episode of Amazing Business Radio with Shep Hyken  answers the following questions and more:    How can a membership model improve customer loyalty and retention?  How do membership programs eliminate customer decision fatigue?  What is the difference between a membership program and a discount program?  How can businesses use subscriptions to create more predictable customer experiences?  How can businesses protect their brand's perceived value while offering membership rewards?  Top Takeaways:    Think experience, not transaction. Think interaction leading to the next interaction, and create that experience that makes people say, "I'll be back." Membership and subscription models improve the experience by eliminating the friction of having to make a buying decision. It just happens automatically.  A membership is more than a discount program. While some memberships and subscriptions may offer better pricing and can reward loyalty, the overall experience should still deliver premium value. Small details, when operationalized, can make all customers feel genuinely cared for. Adjusting the environment, anticipating comfort, and eliminating unnecessary steps show that a company respects the customer’s time and money. Plus, Shep and Jeff talk about the importance of meeting the needs of all key stakeholders, including the investors, franchisees, customers, and employees. Tune in!  Quote:   "A big part of helping people relax is removing decisions from them. A membership removes the decision about where to get a product and when to get it."  About:    Jeff Helfgott is the CEO of Boardroom Salon for Men, an upscale grooming brand with over 50 locations. The brand's services and experience are built on its "Results First, People Always" philosophy.  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

    How Memberships Create Customer Loyalty and Retention Featuring Jeff Helfgott

  7. Sep 29

    How to Operationalize Customer Retention Featuring Ed Howie

    Six Essential Realities for Winning Lifelong Customers  Shep interviews Ed Howie, Founder & CEO of Lifelong Customers®. He shares how to keep customers coming back for life by training frontline employees to deliver consistent service and building a simple system focused on retention instead of acquisition.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the difference between customer service and customer retention?  What are the 6 essential realities for winning lifelong customers?  Why is customer retention more important than customer acquisition?  How does employee training impact customer retention and brand reputation?  How can leaders bridge the gap between employee behavior and business goals?  Top Takeaways:    Customer retention results from businesses knowing what customers want, delivering it, and doing it consistently. Customers don’t only want a good experience once. They want confidence that the same quality will show up the next time too.  Hire for empathy, then train for execution. Hire employees who genuinely care about customers and train them on what to say, what to do, and how to reinforce the brand’s standards.  Customers don’t always need points, perks, or an app to keep coming back. Every small detail that makes up an amazing customer experience can create loyalty on its own.  Every customer interaction becomes your brand in that moment. Customers judge the company through the person serving them in that moment.   Ed Howie explains the 6 essential realities for winning lifelong customers:  Customer service doesn't create growth. Customer retention does.   Most companies are competing in the wrong economy.  Clarity creates alignment. Alignment accelerates sales velocity.   Stop chasing strangers and love the customers who love you already.  Loyalty is a feeling. Customer retention is an operating system.   Customer experience is either winning or losing your lifelong customer.  Business owners can discover their strengths and weak spots by taking the free Customer Retention Readiness Report at morelifelongcustomers.com. It will look into whether you truly know what your customers need and how consistently you deliver it.  Plus, Shep and Ed discuss why the most successful brands don't need a traditional loyalty program to keep customers coming back. Tune in!  Quote:   "A true loyalty program can be found in a company's operation. It is in the product selection, the pricing, and the nice qualities that keep customers coming back."     About:    Ed Howie is the Founder & CEO of Lifelong Customers®. He is a customer retention expert, keynote speaker, host of The Wonder of WOOO Podcast, and author of the upcoming book Lifelong Customers®: The Secret to Scaling Profitably.  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

    How to Operationalize Customer Retention Featuring Ed Howie

  8. Sep 22

    Why Customer-Centric Companies Outlast Competitors Featuring Clifford Hudson

    How Customer Experience (CX), Not Technology, Should Drive Business Strategy    Shep interviews Clifford Hudson, the former CEO of Sonic and co-author of Bricks and Clicks: How We Drove Sonic Into the Digital Age. He talks about how business leaders must let customer needs and convenience drive their strategy rather than technology.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:      How do you build a business strategy around customer experience instead of technology?    How does removing customer friction lead to higher sales and retention?   What is the biggest mistake companies make when implementing new technology?   How does increasing customer convenience drive long-term business value?   Why do customer-centric companies outlast competitors?   Top Takeaways:     Start with the customer experience, not the technology. Begin by understanding what customers need and the experience they want. Then work backward to determine which technologies or processes will improve that experience. Technology should support the strategy, not become the strategy itself.   Use technology to strengthen what makes your brand stand out. Every new initiative, whether it is a new tool or a process, should strengthen the qualities that distinguish your brand.   Successful businesses are the ones who can anticipate their customers' needs. Hudson mentions Wanye Gretzki’s famous line, "skate to where the puck is going." Keep your eyes open for what your customers are doing and what they need. Shifts in customer behavior, even small ones like how they order or how they prefer to pay, are trends you can plan to stay ahead of.    Customers should be the center of every decision that a company makes. View every new action, process, or product through the lens of how it can better serve customers. Companies that put customers first outperform those that don't.   The right technology should make life easier for your customers. Before investing in new technology, always ask: Does this make things easier and more convenient for the customers we serve?   Great ideas matter, but putting them into action is what really makes a difference. A customer-focused strategy creates the direction, and good execution turns it into great customer experience.   Plus, Shep and Cliff discuss more ideas from Bricks and Clicks: How We Drove Sonic Into the Digital Age. Tune in!   Quote:     "Don't think about technology. Think about your customer and their experience and go from there."   About:      Clifford Hudson, co-author of Bricks and Clicks and former CEO of Sonic Corp. for 23 years. He helps organizations drive value through customer-centric innovation.    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

    Why Customer-Centric Companies Outlast Competitors Featuring Clifford Hudson
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About

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.

Information

  • Creator
    Shep Hyken & C-Suite Radio
  • Years Active
    2015 - 2026
  • Episodes
    611
  • Rating
    Clean
  • Copyright
    © All rights reserved
  • Show Website
    Amazing Business Radio

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