397 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 Shep Hyken & C-Suite Radio

    • Business
    • 5.0 • 71 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.

    Winning the World Cup in Customer Experience Featuring Gregorio Uglioni

    Winning the World Cup in Customer Experience Featuring Gregorio Uglioni

    The Link Between Soccer (Football) and Customer Service
    Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper, and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans. 
    Top Takeaways:  
    ·      Customer service is a team sport where different experts and teams empower and learn from each other to provide an amazing customer experience.
     
    ·      What can customer service teams learn from soccer teams?
     
    o  Turn customers into fans. Fans are emotionally invested and will defend their teams no matter the game's result. When companies provide great experiences, they will earn "fans" who will continuously choose them over their competitors and become brand ambassadors who recommend them to everyone they know.
     
    o  Customer service teams should have one common goal. Each team member has their own role, but they work towards a common goal - winning the match. In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience.
     
    o  Players must be trained to improvise. During a soccer game, players don't ask permission from their coach before making a move. They are already empowered by their training, strategy, and team support even before stepping into the field. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer.
     
    ·      Plus, Gregorio talks about how organizations can create a customer service architecture that can help teams provide a winning experience. Tune in!
    Quote: 
    "The company, like a team, has two additional sources of feedback. The employees who give positive or negative feedback will help the team grow. Then, fans or customers will give feedback through comments, surveys, and brand loyalty."

     
    About:   
    Gregorio Uglioni is a Business Transformation, Innovation, and Customer Experience specialist. He shares his expertise on his podcast, CX Goalkeeper, and books, including his latest, Customer Experience 4 (CX4).

    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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    • 28 min
    Customer Delight as a Survival Strategy Featuring Mita Bedi

    Customer Delight as a Survival Strategy Featuring Mita Bedi

    How Customer Experience Can Save Businesses in the Current Economy
    Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions, a customer experience management platform. She shares how customers are rethinking every relationship and how leaders can make a business valuable enough to remain profitable.
    Top Takeaways:  
    ·      Delighting your customers adds value to your business because it is hard to replicate.
     
    ·      Customer delight is systematic. It is not just driven by one aspect like fast delivery or a good product. It means that a customer can interact in many ways with any employee or branch of the company and walk out with the intangible feeling that they got more than expected.
     
    ·      90% of customer service people want to do a good job and delight their customers. However, most leaders are not providing them with the right tools to make it happen.
     
    ·      Good leaders will shine in an economy that is short on skill and capital. They know how to manage people and create a better employee experience, which in turn creates a better customer experience.
     
    ·      Customers are rethinking every relationship. Businesses can no longer take a customer for granted because customers are evaluating their discretionary spending and deciding what is important to them.
     
    ·      Plus Mita Bedi shares what customers are talking about during "BBQ conversations." Tune in!
    Quotes: 
    "Businesses are won and lost at the front line. The customer service person is the one that delights the customer."
     
     
    About:  
    Mita Bedi is a customer experience specialist, thought leader, CEO, and Co-founder of Resonate Solutions. With more than 20 years of international experience in business consulting, Mita has been part of leading programs that help drive revenue and competitive advantage using customer strategy.
    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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    • 27 min
    How to Deliver an Amazing (Versus Unamazing) Customer Experience Featuring Laura Bassett

    How to Deliver an Amazing (Versus Unamazing) Customer Experience Featuring Laura Bassett

    How to Use Proactive Communication to Manage Increasing Customer Expectations
    Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE, a complete platform for delivering an end-to-end customer experience. Bassett shares how customer expectations have changed over the years and how companies can provide amazing customer experiences through proactive communication. 
    Top Takeaways:  
    ·      Customers are more demanding than ever because they're learning what excellent service looks like from the best experiences they've had from other companies (not just in your industry).

    ·      Proactive communication helps both businesses and customers. It will not only help the customers before they ask for help, but it also helps them get more value from the products. It will also help companies retain customers.
     
    ·      How to convert an un-amazing situation into an amazing experience:
     
    o  Walk in your customer's shoes and compare that to what you might expect for your own experience.
     
    o  Make your customer support agents (more) knowledgeable. Help them understand that they don't have to go through a script when it is unnecessary.
     
    o  Empower your agents. Give them the tools, the options, and the information to actually solve the problem.
     
    o  Turn customer support agents into customer service executives who own the experience. Give them their own bot assistants and real-time knowledge bases that they can leverage to solve their customer’s problems.
     
    ·      A NICE survey found that 80% of consumers will start with digital (website, app, Google search, YouTube, etc.) when they have a question, a need, or want to buy something.
    Quote: 
    "Companies should understand and predict when they can answer a question before customers even realize they have it."
     

    About:  
    Laura Bassett is the Vice President of Product Marketing at NICE. She has 20+ years of experience in consulting, development, and delivery. Bassett is an outstanding product marketer, gifted speaker, product ambassador, and strategic thinker.
     
    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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    • 29 min
    How Empathy Drives Business Growth Featuring Jon Shanahan

    How Empathy Drives Business Growth Featuring Jon Shanahan

    Creating a Culture that Gets and Retains the Best Employees
    Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.
    Top Takeaways: 
    ·      We need to create a culture that people want to work in. Happy employees will focus on engaging more with customers.

    ·      Employee retention and client retention can drive business growth. You can't get to client delight unless your employees are delighted. If you want to provide a great customer experience, it starts with a great employee experience.
     
    ·      If employees feel like what they contribute to the organization is not recognized in terms of compensation and benefits, they feel like the organization is not empathetic. They think that their leaders are not listening to them.
     
    ·      How the workforce views the value surrounding benefits is evolving. Five years ago, employees considered a good medical program the most important benefit ("I have a good medical program that meets my needs. I have a good dental program"). Employees may now put more value on flexibility ("I have flexibility around my work hours and where I work").
     
    ·      Jon Shanahan also shares the top "always" factors that ensure employee retention.
     
    o  Employees always need to know that they will receive their paycheck. Compensation and benefits always have to happen because if they don't, that is a significant disruption for employees.
     
    o  Employees must know they will always have leaders they can turn to and have honest conversations with. 
    o  Employees must always have peers that support the same culture.
    o  The culture of opportunity. If employees don't believe they always have opportunities within the company, they will stay with you for a while, but when a new opportunity comes along, they will leave.
     
    ·      57% of CEOs believe the most significant benefit of an empathetic workplace is faster business growth. Jon shares more stats from the 2022 State of Workplace Empathy Study. Tune in!
    Quote:
    "Empathy is your ability to place yourself in someone else's shoes, understand where they're coming from, and create a space to listen to understand."

     
    About: 
    Jon Shanahan co-founded Businessolver, Inc. in 1998. He wanted to create a benefits administration solution that combined the best in technology and service with a fierce focus on the end-user. Before founding Businessolver, Jon was vice president of consulting services at Holmes Murphy & Associates, a leading national insurance agency.

    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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    • 26 min
    Creating a Frictionless Customer Experience Featuring Bill Price

    Creating a Frictionless Customer Experience Featuring Bill Price

    How to Engage the “Whole of Business” to Solve Customer Issues
    Shep Hyken interviews Bill Price, Amazon’s first global vice president of customer service, founder and president of Driva Solutions, and co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. He shares how organizations can engage the “whole of business” to create a frictionless experience.
    Top Takeaways:  
    ·      There are now more channels for customers to contact companies, making it easier than ever for them to do so. But, what most companies aren’t asking is: Why do they need to contact us? Who can address these issues in the organization?
     
    ·      Frictionless is something that often goes unnoticed. It means that everything is going so well that customers don’t need to contact the companies they are doing business with. For the business, it means the contact rate goes down, and the Net Promoter Score and customer loyalty go up.
     
    ·      When customers experience a frictionless experience with another company, they may say something to you, like, “Why aren’t you as easy as Amazon?” or, ‘When I had to return something to Nordstrom, that was really easy, and it’s really hard when I try to return something to you.” Recognize these comments as opportunities to improve and meet your customer’s expectations.
     
    ·      Identifying why customers are contacting you makes it easy for anybody on the receiving end to pick it up, whether in sales, customer service, or an AI bot.
     
    ·      By looking at the frequency and reasons customers contact you, you can figure out the issues that frustrate them the most.
     
    ·      If an issue is frustrating for your customers and solving it is time-consuming and expensive, businesses need to do a root cause analysis and eliminate it from happening. Companies need to figure out how to engage all areas and departments of the business to find the solution. By engaging the “whole of business,” an organization can eliminate the most frustrating and frequent issues its customers face.
    Quote: 
    “The best service is no service. The best thing to do for our customers is to set up everything so well that they don’t need to contact us for help and support.”

     
    About:  
    Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations. He is the co-author of The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.
     
    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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    • 29 min
    Selling with Service Featuring Frank Cespedes

    Selling with Service Featuring Frank Cespedes

    Where Sales and Customer Service Meet
    Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.
    Top Takeaways:   
    ·      Service for the majority of companies has been focused on the output of selling. However, those selling efforts are changing; one of the changes is that sales and customer service are increasingly intertwined.
     
    ·      Sales and customer service are very closely combined. Selling with service is all about what we can do to enhance the sales experience and make people say, “I like doing business with this company.”
     
    ·      Customer service people are increasingly involved in selling. Buyers in most industries are now online and offline multiple times throughout the buying journey. They are in contact with the company in numerous ways, not just with the sales team.
     
    ·      The days of the salesperson being an organic, walking, talking version of product and price information are gone. Customers now have access to product information, price, and price comparison in just one or two clicks.
     
    ·      People don’t want to be sold. They want to buy. Once they have decided to buy, they want to make sure they made the right decision. Everything that happens after the sale, which is customer service, is validation that they purchased from the right company, and they have a reason to come back again and again. 
    Quotes: 
    “You can’t manage a business from a spreadsheet. While you must consider the data, there is no substitute for the experience of  direct customer contact.”
     

    About:  
    Frank Cespedes teaches at Harvard Business School. He is also the author of six books, including Aligning Strategy and Sales, which was cited as” “the best sales book of the year” by Strategy & Business, “a must-read” by Gartner, and “perhaps the best sales book ever” by Forbes. His newest book is Sales Management That Works: How to Sell in a World That Never Stops Changing.

    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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    • 26 min

Customer Reviews

5.0 out of 5
71 Ratings

71 Ratings

Jessica Travels ,

Director

Shep is so incredibly personal and can relate to just about anyone. His approachability matched with decades of dynamic experience in all different spaces of customer service creates a very engaging and FUN discussion for interviews. I had the pleasure of working with Shep on behalf of Marriott International, and the podcast interview was captivating and to the brim with helpful, practical lessons in dealing with customers during what is still an unprecedented time. Shep's team was also incredibly attentive and helpful to ensure everything was coordinating seamlessley. Thank you for a terrific experience!

matty54367 ,

Business insights

Really enjoy the way Shep is able to tease out business learnings from different professionals. Listed to a few episodes and loved it so far!

Cockerell Consulting Group ,

Guest review

Had the pleasure of joining Shep on his podcast as a guest and what a great engaging conversation. Overall, excellent experience!

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