Amazing Business Radio Shep Hyken & C-Suite Radio

How Curiosity and Innovation Can Transform Your Business 
Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses. 
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


How can companies effectively challenge the status quo to drive innovation in customer service? 


What is the "challenger mindset"? 


How can storytelling culture contribute to a company's success in customer service and experience? 


What drives improvement and innovation in business? 


Why is it essential for companies to create products tailored to their customers rather than finding customers for their products? 

Top Takeaways:   
An insatiable curiosity and a commitment to innovation enable leaders to constantly seek new ideas and solutions that create value for their employees and customers. This is how leaders remain relevant and impactful as their business  grows.   
 
Creating a storytelling culture within the organization is an amazing tool for engaging customers and employees. It builds a culture that resonates with its audience and strengthens emotional connections. 
 
Adopting the challenger mindset or zigging while others are zagging doesn’t always mean contradicting every idea. It means questioning the status quo and driving continual improvement. Leaders must promote an environment where employees are encouraged to challenge prevailing norms and seek opportunities to do things differently. This can lead to unique solutions and fresh approaches that set a business apart. 
 
Shift from finding customers for your products to finding products for your customers. This customer-centric approach focuses on understanding and addressing the needs of your customers. 
 
When hiring, prioritize individuals who embody a customer service-focused mindset. Seeking out employees who not only have the necessary technical skills but also demonstrate genuine care and approachability toward customers can significantly transform your business. 
 
Plus, Joseph Michelli shares how the inspiration for his book, David and Aidan Tudehope of Macquarie Technology, has achieved great success by challenging the status quo of their industry. Tune in! 
Quote:  
"It's not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers." 
 

About:   
Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now on Amazon. 
 
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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Optimizing Process, People, and Technology to Create a Better Customer Service Experience 
Shep Hyken interviews Joseph Walsh, Vice President of Product Marketing for GoTo. He shares the Four Phases of the Contact Center and the significance of placing customer experience at the heart of your company's operations. 
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


What are the four phases of a customer service center's life cycle? 


Why is it important to understand customer demands in the context of social media and other communication channels? 


Why is it essential for companies to balance their technology, people, and processes? 


How can organizations evaluate and improve customer service to increase revenue and better serve customers? 


What potential risk do organizations face when they fail to focus on improving customer experience? 

Top Takeaways:   
Managers and CX leaders must listen to what's happening on the frontline and how customers interact with agents on the phone, chat, or AI. Find out where your frontline is excelling and what its shortcomings are. Analyze conversations, not just to grade but to determine if you are doing what is best for your customers. 
 
Joseph shares the Four Phases of the Contact Center. 
 

Phase 1 is all about customer-initiated conversations. Agents field multiple calls and answer queries following a script. The tech is often very limited to the standard phone system. There is little room for creativity, and it is all about compliance. 
 

Phase 2 is about collaboration. Beyond the phone system, more technology and communication channels are introduced into the conversation. The CRM platform is integrated, so agents, subject matter experts, and everyone in the company are on the same page and can work together on the customer journey, products, and pain points.  
 

Phase 3 is about entering the digital experience and growth. Customers and agents are using a full array of communication channels, such as web chat, social media, email, and more, that work seamlessly together. 
 

Phase 4 is about automation, AI, self-service, and sustained growth. Customers are empowered to find answers and solve problems on their own through online portals and interactive web chats. Companies are finding ways to reduce repetitive tasks for agents and deliver faster answers to customers, resulting in a better experience for both. 
 
Customers now turn to social media to seek help or voice their frustrations. If your company is on social media, embrace the entire medium, the people who use it, and their expectations. 
 
Customer service is about more than fixing issues. It's about enhancing the overall customer experience. Businesses can continuously evaluate and improve their customer service strategies, increase revenue, and build stronger customer relationships.  
 
Plus, Shep and Joseph discuss the top channels for customer communication. Tune in! 
Quote:  
"To answer customer needs, you need the entire company working together. It's about ensuring an organization can answer all customer queries and answer them the best they can." 

 
About:   
Joseph Walsh is the Vice President of Product Marketing for GoTo. He helps organizations improve customer and employee experience and grow revenue by embracing digital technology. 
 
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 Trust, Readiness, and Humanity are Important in Crisis Management 
Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture. 
NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and  humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.     
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


How can effective crisis management contribute to a company's success and customer experience? 


How can leaders effectively prepare for and navigate crises in their organizations? 


What lessons can leaders learn from military training to enhance their organization's readiness for challenging times? 


How can leaders effectively build trust within their organizations? 


What role do empathy and humanity play in customer service and crisis management? 

Top Takeaways:   
In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.  
 
After an organization successfully handles a crisis or a "down day," the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way. 
 
Consistent training contributes to an organization's culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis. 
 
Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company's mission and values. 
 
Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization's culture and their leaders' intent. 
 
Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in! 
Quote:  
"Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis." 
 

About:   
Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief. 
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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Empowering Customer Interactions and Employee Engagement 
Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes. 
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


How is customer experience being transformed using AI? 


What are the evolving communication channels and customer support preferences in today's digital landscape? 


What impact does AI have on job roles in the customer service industry? 


How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions? 


What role does AI play in balancing human and AI-driven customer support? 

Top Takeaways:   
The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.  
 
Businesses thrive when they prioritize creating a positive customer experience. A company's success is directly tied to its ability to make customers feel valued.   
 
Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement. 
 
The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions. 
 
The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers' preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers. 
 
Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in! 
Quote:  
“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.” 

 
About:    
Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture. 
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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Acquire and Keep Clients for Life 
Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition. 
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


How can companies create elevated experiences at every touch point for their customers? 


How does the concept of "lifetime value" impact customer-focused decision-making? 


What's the significance of emotional engagement in driving customer loyalty and revenue? 


How can small, personalized gestures impact the customer experience? 


How does cultivating relationships with customers contribute to long-term profitability? 

Top Takeaways:   
There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic. 
 
Understand your customers' lifetime value (LTV). By recognizing a customer's potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.  
 
Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities. 
 
Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty. 
 
Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in! 
 Quote:  
"What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement." 

 
About:    
Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon. 
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 Building Resilience Can Positively Impact Customer Service 
Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. 
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


How can practicing resilience impact customer service and experience in the workplace? 


What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? 


How can companies transform a transactional customer interaction into a lasting connection? 


What are some effective strategies for leaders to create an exceptional customer experience through their employees? 


How can a company build an emotional connection with its customers in a crowded market? 

Top Takeaways:   
Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty. 



See them as guests. 


Personalize the experience. 


Anticipate their needs. 


Respond immediately. 


Keep them loyal. 

 
The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.  
 
Resilience is important in both personal and professional life. It's about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?” 
 
Recognizing and acknowledging your employees' efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.  
 
Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance. 
 
Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in! 
Quote:  
"Those who get the customer experience right make it common practice. It's a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers." 
 

About:   
Simon T. Bailey is the world's leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.
 
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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