413 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 • 72 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.

    Faster Service Without Sacrificing Satisfaction Featuring Paulo Almeida

    Faster Service Without Sacrificing Satisfaction Featuring Paulo Almeida

    Delivering Personalized Support with Technology 
    Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape, a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics. 
    Top Takeaways:  
    ·      The optimal response time to a customer asking for support has more to do with the problem they are trying to solve than the channel they are using to reach out with.
     
    ·      Some industries require a faster response time than others. For example, in the transportation industry, there is more urgency because the issues customers are trying to solve (such as changing a flight) may need to be resolved in minutes, not hours.  These industries require larger, highly scalable teams to meet the customer's needs.
     
    ·      Text-based communication is an efficient way to manage a large influx of customer support requests. An agent on the phone can only handle one customer at a time, while a text messaging operator can multitask between multiple customer requests. Messaging capabilities alongside a phone option are a cost-effective and convenient way to manage customer issues.
     
    ·      When you have efficient digital channels such as text messaging, chatbots, and social media, you can teach customers to use these options whenever they need to get in touch with your company. When they realize they won’t have to wait through hold times or repeat their story every time they talk to a new agent, they will see these channels as value-added options, not as a deflection method.
     
    ·      An excellent customer experience contributes to having the best product experience, which gives a company pricing power. When you take away from the quality of customer experience, you may no longer be perceived as having the best product. The result could mean lost customers.
     
    ·      Personalized customer support is a mix of doing and listening. Empower support agents by giving them access to data and analytics that can help them better understand customer needs and deliver a personalized experience. Then, collect feedback to ensure that the information you hold is relevant and identify areas where you can do better.
     
    ·      Plus, Paulo shares what cutting costs without affecting customer satisfaction or service delivery should look like. Tune in!
    Quote: 
    “Don't cut down on the investments that give your customers the care they deserve."
     
     
    About:  
    Paulo Almeida is the CEO & Co-Founder of Clientscape. He has an extensive background in IT, Marketing, and Advertising. He previously worked with multinational companies such as Vodafone, Siemens, and Google.
    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

    • 29 min
    Is Technology Taking Over Customer Service? Featuring Keith Meier

    Is Technology Taking Over Customer Service? Featuring Keith Meier

     How Customer Experience Drives Business Growth 
    Shep Hyken interviews Keith Meier, Chief Operating Officer at Assurant, Inc., an organization that works with companies that manufacture, sell, or finance their customers' major purchases. He shares how providing customers with a great experience in every support channel they use is crucial to business growth.
    Top Takeaways:  
    ·      Customers want digital self-service options for transactional or routine issues and services. But for more challenging concerns, most customers still prefer to contact somebody through the phone.
     
    ·      Some companies force customers to use digital options by creating a difficult and unpleasant experience on the phone, such as extremely long hold times. Instead of creating friction and forcing customers, teach them how to use the digital experience and prove it is a quicker, faster, and more efficient option.
     
    ·      Create a good digital experience that customers love using. Make sure it is intuitive, easy to understand, and able to deliver solutions faster and easier than making a call, waiting on hold, going through the “authentication” process, and more.
     
    ·      Most customers start with a digital experience. When they decide to call customer support, they often go to the website to get the company's phone number. That is a digital experience. That is also an opportunity to suggest an easy self-service option. If you lead the customer down the path of self-service and there are problems, make it easy for them to find a number and transition from the digital channel to the human channel.
     
    ·      Get to know your company's customer experience through a journey mapping exercise. Fix friction points, understand what your customers want, and do it repeatedly.
     
    ·      Plus, Keith shares the challenges companies are facing that prevent them from delivering an amazing experience. Tune in!
    Quote: 
    "Digital experiences will not replace all customer service channels, but it will become a bigger percentage of how consumers get service."
     

    About:  
    Keith Meier is the Chief Operating Officer at Assurant Inc. As COO, he leads Assurant's global operations focusing on digital technology and operations that deliver exceptional customer experience.
    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

    • 28 min
    B2B or B2C…CX is CX Featuring Carla Guzzetti

    B2B or B2C…CX is CX Featuring Carla Guzzetti

    Putting the Human Experience First as a Business Strategy
    Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. 
    Top Takeaways:   
    ·      Diversity is key to delivering a quality customer experience. Your customers come from various backgrounds, cultures, and pain points. The companies' responsibility is to match the differences by building localization (understanding what their customers need) into their strategy, communication, and overall experience.
     
    ·      Whether you are in the B2B or B2C space, think of the end consumer. The customers using the products must have an experience that feels customized, localized, and meaningful.
     
    ·      When investing in new technology, the top consideration for businesses must be to make customers feel like they are being cared for. Innovation doesn't need to be sexy. It needs to address a need. Often, simple innovations such as making billing more scalable or the capability to understand your customers' needs based on their previous purchases and interactions can be more impactful to their overall experience.
     
    ·      Employees and customers are the same people. A business can only be successful if their needs are addressed appropriately. Employees must be empowered, and customers should feel like they are being cared for.
     
    ·      The product that you have should make your customers' lives better. But the experience you deliver should make doing business with you better than your competition.
     
    ·      There is no B2B in CX. No matter what industry your company is in, in the end, you are still dealing with human beings and should have the human experience in mind. Your B2B clients will still compare you to the best experience they have had with their favorite brands from any industry.
     
    ·      Plus, Shep and Carla talk about how innovation can sometimes cause difficulties for employees and how businesses can support them when taking on new technology. Tune in!
    Quote: 
    "Are we innovating technology just for the sake of innovation? Or are we innovating technology to create a better human condition? Brands should focus on innovation that improves customer experience and enhances their ability to connect."
     

    About:   
    Carla Guzzetti leads the in-product design, user research, user enablement, and product marketing for Extreme Networks as the Senior Vice President, Experience and Product Messaging. She believes in creating meaningful experiences for Extreme Networks' buyers and end users.
     
    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

    • 25 min
    A Complaint is a Gift Featuring Janelle Barlow

    A Complaint is a Gift Featuring Janelle Barlow

    Moving Customer Complaints from Frustration to Satisfaction
    Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer's complaint into a positive and memorable experience. 
    Top Takeaways:   
    · Janelle shares these findings from the 2020 National Customer Rage Study (followed by our commentary):


    2/3 of people have a product or a service failure across their lifetime. Most customers who have had a negative experience do not tell the company directly. They either internalize it, affecting their decision to do more business with the brand, or they broadcast it to their friends across social media channels. You don't just want to resolve a complaint. You want to find out the reasons behind the complaint and operationalize around it, so it does not happen again.


    58% of customers feel they were dissatisfied with how their complaint was handled. It's not just about fixing the problem. It is how you fixed the problem. You have to create that feeling of engagement and connection that nurtures customer loyalty.  


    65% of customers who are complaining left filled with rage. When customers have feelings of rage, they often express it by yelling, swearing, or saying, "I'm never going to come back to you again."


    47% of customers with a negative experience with a company post reviews online. Negative reviews, posted out of anger, is a customer seeking revenge. They don't always post it on review sites. Most of the time, they post it on social media sites.

     
    · Handling complaints is a mindset. Leaders and managers must understand that people do not naturally know how to handle complaints. Most of us learn how to handle complaints from our families (for example, fighting with our siblings or complaining to our parents) and develop "go-to responses" or defense mechanisms that we then use when dealing with customers.
     
    · If you have the mindset that a complaint is a gift, you begin with a statement of gratitude. One of the most common communication chains is the "thank you - you're welcome" exchange. When you thank the customer for letting you know there is a problem, you can mitigate the anger and start the resolution from a better place.
     
    · When employees feel supported by companies in terms of complaint resolution, they are happier and more effective. They don't have to feel defensive or argue with customers. They know that all they have to do is ensure that customers walk away feeling happy and satisfied.
     
    · Plus, Janelle shares some guidelines to follow when responding to online feedback, both positive and negative. Tune in! 
    Quote: 
    "Handling a customer's emotional satisfaction is as important as resolving the complaint. You can handle the customer’s problem, but if they feel that they were treated poorly in the process, they still walk away feeling dissatisfied." 

     
    About: 
    Janelle Barlow is a customer service and experience expert, trainer, consultant, and best-selling author. The latest edition of her book, A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty, is available now.
    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

    • 31 min
    The Power of Listening to Your Customers Featuring Amy Brown

    The Power of Listening to Your Customers Featuring Amy Brown

    Using Conversational Data to Enhance the Customer Experience  
    Shep Hyken interviews Amy Brown, founder and CEO of Authenticx, a software that listens, analyzes, and activates customer voices at scale. She shares findings from Authenticx's Customer Voices Report and how organizations can use data to drive customer experience strategies.
    Top Takeaways:  
    ·      Customers want to be empathized with and understood by the brands they interact and do business with.
     
    ·      Customer centricity means taking intentional steps to listen to what your customer needs and having everyone, at all levels in the organization, committed to delivering on them.
     
    ·      Typically, the customers who answer surveys are either very angry or very happy with your organization. However, this leaves out customers who are in the middle or think their experience is only satisfactory. When companies don't learn from this segment of their customers, they often lose them once a competitor that does it better comes along.
     
    ·      The value of listening to customers is that it teaches organizations the points of friction in their processes and identifies their competitive differentiators. It shows them the problem spots they need to pay attention and what drives negative sentiment. And it helps brands determine their value propositions using the words of their customers.
     
    ·      When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience.
     
    ·      Frontline workers are a great resource when it comes to what customers are saying about your company and their experience. Train them to listen for customer insights, take notes, and share with everyone in the organization.
     
    ·      Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout. Turn positive and negative conversational data into actionable strategies that support your employees.
     
    ·      Plus, Amy shares what The Eddy Effect™ is and what it means to customer experience. Tune in! 
    Quote: 
    "Customer-centric organizations believe that listening to and understanding what their customers want is vital to their ability to thrive as a business."
     

    About:  
    Amy Brown is the founder and CEO of Authenticx. As an executive with 20 years of experience in healthcare, she founded Authenticx to bring the authentic voice of the patient into the boardroom and increase positive healthcare outcomes. 
    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

    • 26 min
    The Customer's Need for Speed Featuring Jay Baer

    The Customer's Need for Speed Featuring Jay Baer

    In Customer Experience, Speed Equals Caring
    Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win, and insights on how speed impacts customer experience and revenue. 
    Top Takeaways:   
    ·      Time is the only inelastic resource. Time is the only thing everyone shares equally, regardless of who they are. We all have 1440 minutes a day, and there's nothing we can do to get more.
     
    ·      If you are slower than your customers expect and anticipate, they will feel like you are stealing time from them. And if you are faster than your customers expect and anticipate, they feel like you have given them the gift of time.
     
    ·      The concept of “The Right Now” means the optimal amount of elapsed time in every customer interaction throughout the entire journey. "The Right Now" is slightly faster than customers expect.
     
    ·      Jay Baer shares some important customer experience findings from his research, The Time to Win:
     
    o  There is a correlation between responsiveness and revenue. Two-thirds of customers say that speed is as important as the price. Customers are willing to pay more if it's faster.
     
    o  Customers would pay up to 50% more if they never had to wait. For example, customers pay more for Disney’s Fast Pass/ Lightning Lane to skip the line at Disneyland.
     
    o  53% of American consumers have chosen a business that responded to them first, even if they were not the least expensive.
     
    o  Gen Z is the most patient generation. Baby Boomers are the least patient generation.
     
    ·      Plus, Jay shares strategies to create better speed for our customers. Tune in!
    Quotes:  
    “Speed is the most important component of customer experience and the only one that never pauses or goes backward. Customers' expectations for speed and responsiveness escalate every year without fail.”


    About:  
    Jay Baer is a customer experience and marketing expert.  He is the author of six best-selling books, including, Youtility, Hug Your Haters, and Talk Triggers. His new study, The Time to Win, measures the impact of speed and responsiveness to customer experience and loyalty.
    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

    • 29 min

Customer Reviews

5.0 out of 5
72 Ratings

72 Ratings

Wsc07sox ,

Seamless conversation

Very much enjoyed listening to Shep’s conversation. His questions keep the discussion interesting and flowing nicely.

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!

Top Podcasts In Business

Freakonomics Network & Zachary Crockett
Ramsey Network
NPR
Jocko DEFCOR Network
Guy Raz | Wondery
Erika Kullberg

You Might Also Like

Douglas Burdett
The New York Times
Beyond Philosophy LLC
CAFE
Walker Information

More by C-Suite Radio

Leo Bottary & Randy Cantrell
Susan Friedmann
Adam and Jeannie
Julie Ann Sullivan
710 WOR Mind Your Business
Connie Pheiff