280 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, 54 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.

    The Secret to Success is Good Customer Service Featuring Patricia Fripp

    The Secret to Success is Good Customer Service Featuring Patricia Fripp

    Top Takeaways:
    -      Money should not be your main career goal. You will achieve more success if you instead focus on becoming someone that people want to do business with. In other words, focus on building your soft skills and delivering great customer service. The money will follow.
    -      A good customer experience has the potential to be your most powerful marketing tool. The better service you deliver, the more likely your customers are to recommend you to others.
    -      Try to make each and every one of your customers feel like they’re the most important person in the room.
    -      Recognize the importance of publicity; become a shameless self-promoter. Being good at what you do is one thing, but the world has to know. It’s not so much what you say, but to whom you say it.
    -      Customer service and the customer experience is all about how you make the customer feel. The goal should be for them to leave feeling better than they did when they arrived.
    -      Figure out the one, simple question you can ask your customers to gauge whether you achieved your goal. It could be something like, “was your problem resolved?” or “would you recommend us?”
    -      Your business is only as good as your worst employee. Make sure everyone is in alignment with your company’s culture and customer experience mission.
    -      When delivering a message to your staff, speak as an audience advocate. Be specific—specificity builds credibility.
    Quote:
    “Don’t concentrate on making a lot of money; rather, concentrate on becoming the type of person people want to do business with.”
    About:
    Patricia Fripp, CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach. She is a former president (and the first female president) of the National Speakers Association and is a member of Speakers Roundtable.
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    • 26 min
    The Customer Experience is the Product Featuring David Priemer

    The Customer Experience is the Product Featuring David Priemer

    Top Takeaways:-      The product or service you sell isn’t actually your product—the experience you provide your customers and clients is your product! In short, the experience is your product.
    -      Your goal should be to create a beautiful product, and then elevate that product to another level through the amazing experience you provide.
    -      Salespeople must consider the tactics they’re using on their customers and ask themselves if those tactics would work on themselves. If you wouldn’t respond well to a certain tactic, odds are your customer won’t either.
    -      Customers often make purchasing decisions based on subconscious factors rather than specific, tangible metrics. Often, it comes down to the customer’s experience and how a business made them feel.
    -      Experience beats virtually everything else. When everything else is equal, the experience is what will set your business apart.
    -      Think about not only what contributes to a great experience, but also about what detracts from that experience. Work to eliminate those factors for your customers.
    -      Traditional sales “closing tactics” can actually become a detractor to the overall experience. Studies have shown that customers will resist when they feel their freedom to choose is restricted.
    -      Remember that a good experience is one without friction!
    -      Oftentimes, the products and apps that consumers love most (because of the way they’re designed) are designed by companies with an amazing culture and amazing employees. An amazing experience is pervasive.
    Quote:“The experience is the product, and everything is about that experience. We are all in sales and therefore we all have a role to play in terms of creating that amazing experience for our customers.”
    About:David Priemer is the founder of Cerebral Selling and the author of Sell the Way You Buy: A Modern Approach to Sales That Actually Works (Even on You!). He is the former VP of Salesforce, where he created the Sales Leadership Academy program.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 26 min
    The Future of Customer Feedback Featuring Martha Brooke

    The Future of Customer Feedback Featuring Martha Brooke

    Top Takeaways:-      In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you.
    -      Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them.
    -      There are generally four good reasons and ways to use surveys to collect customer feedback:
    1.   Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.
    2.   Surveys after tech support or other customer service interactions are important so companies can learn how to improve. Ideally, these should also operate as a two-way street so that customers feel their voices are being heard.
    3.   The “get it off your chest” survey collects data on one specific aspect (or “touchpoint”) of an experience. This typically consists of a single question that asks customers to rate their experience on a scale, followed by a more open-ended question about how to improve.
    4.   Surveys can be an opportunity for companies to show appreciation to the customer by compensating them or reimbursing them for their time to complete the survey. This could involve anything from a free gift card to a charitable donation or priority service in exchange for the customer’s feedback.
    -      Consider a customer interview as an alternative to a survey. Customers will speak more freely and may tell you things you never would have thought to ask about. This can be invaluable for improving your CX.
    -      Above all, make sure you do something with customer feedback once you receive it.
    Quote:“Customer feedback is always relevant. If you’re not listening to your customers, it’s hard to guide the ship.”
    About:Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma. In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide.
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    • 22 min
    Facial Coding in the Customer Experience Featuring Dan Hill

    Facial Coding in the Customer Experience Featuring Dan Hill

    Top Takeaways:-      Facial coding is not facial recognition, but rather how emotions are displayed on the face.
    -      Facial coding is universal, spontaneous and abundant. In other words, it is a plentiful resource of information that, when properly utilized, can help companies understand their customers and ultimately create a better customer service experience.
    -      Collecting and interpreting data from facial coding can help companies understand whether or not customers are having a good experience and if they will return in future.
    -      The seven different emotions you can get from facial coding are happiness, anger, sadness, surprise, disgust and contempt. The first three are “approach” emotions. Surprise and disgust are reactive emotions. Adverse emotions are disgust and contempt—in other words, customer service killers!
    -      Every point of the customer journey creates an emotional reaction. Make sure each step inspires the right emotions (such as surprise and happiness) to facilitate moving your customers in the direction you want, rather than driving them away.
    -      Customers may not remember all the details of their experience with you, but they will remember the high points—the beginning, the ending and above all, how the interaction made them feel.
    Quote:“There are two currencies in business: dollars and emotions.”
    About:Dan Hill, Ph.D., is an internationally recognized expert on the role of emotions in business, politics, sports and popular culture. He is also the founder of Sensory Logic, a political pundit and the author of multiple bestselling books.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 27 min
    Culture Design in the Customer Experience Featuring Jason Korman

    Culture Design in the Customer Experience Featuring Jason Korman

    Top Takeaways:-      Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees.
    -      Think of your organization as a community of people who are tasked with certain outcomes. Help employees understand their purpose and the outcomes they are responsible for; in short, it’s about the employee mindset.
    -      Shift the focus away from making money to taking better care of your employees and customers. That will drive better products and success for your company.
    -      Customer service is affected by the mindset and psychology of the people who show up to work each and every day. This includes CEOs, managers and leaders, who must model the beliefs and behaviors they want to see across the organization.
    -      Culture design is about programming the right mindset that will drive the best customer-focused behavior.
    -      Leaders are hugely influential over a company’s culture, as people naturally emulate the behavior of those they perceive successful. Unfortunately, negative behavior spreads faster than positive behavior.
    -      Zappos, for instance, uses their company culture as their brand. This is the biggest differentiator in their experience and what sets them apart from other companies.
    -      Let customers’ high expectations for service directly inform and drive the experience you deliver.
    -      Don’t only focus on core values—core values are the destination. You must map out the journey for your employees, which includes the right behaviors and beliefs that will get you to the destination.
    Quote:“Culture actually is a management system. When you embed the right kinds of cultural norms into your organization, you influence the behaviors, mindsets and beliefs people have as they do the work.”
    About:Jason Korman is the co-founder and CEO of Gapingvoid Culture Design Group. He is a serial entrepreneur who has spent much of his life in the wine business.
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    • 29 min
    Redefining Influence in the Customer Experience Featuring Stacey Hanke

    Redefining Influence in the Customer Experience Featuring Stacey Hanke

    Top Takeaways:-      Influence is not what most people think it is. It’s not something you can turn on and off, but is instead about consistent messaging (both verbal and nonverbal) that drives people to action.
    -      Customer service is all about relationships. Those relationships are built over time through consistent communication and interactions. Predictability and consistency are the foundation for a good customer experience.
    -      Remember that communication happens both through language and through nonverbal cues such as body language and facial expression. All of this has an effect on the experience as a whole.
    -      What does it mean to be yourself? It’s about bringing your best self to every interaction and every single day. Remember that your name is on every single thing you do.
    -      The 3-step process to redefining and expanding your influence is as follows:
    -      Make sure you get feedback instead of fluff. Get the truth from people you trust. Find out what works to enhance your influence, and what is getting in your way of influencing your customers.
    -      Deliberate practice is crucial. Once you know what is working and what isn’t, you must practice to make the changes you want to see.
    -      Be accountable. If you don’t ask for feedback, you will go through life based on feelings instead of facts. Find people you trust to help keep you accountable.
    -      Start small. Identify ONE thing that you could have done better, and work to improve that in your next interaction. That’s how you make progress and ultimately, big changes.
    -      Deliver feedback in a supportive, kind and helpful way. This does not mean you should be dishonest. It doesn’t cost anything to be nice.
    -      Above all, be kind to each other. You never know what someone may be going through or dealing with. And you never know when you may need that kindness from others.
    Quote:“Influence is so much about how we show up and present ourselves every single day. How we communicate Monday to Monday, both verbally and nonverbally, determines the level of influence we really have.”
    About:Stacey Hanke is the founder of Stacey Hanke, Inc. and the author of Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday®. She has trained and presented to thousands on word choice and body language.
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 28 min

Customer Reviews

5.0 out of 5
54 Ratings

54 Ratings

Anonymous Reviewer, MA ,

Awesome as always!

Great show as always Shep! And great topic and conversation.

King Astro 1 ,

Always insightful, never boring!

Shep is the go-to guru on creating and sustaining an amazing customer experience. That's because he listens more than he talks and when he speaks, you always learn something new. I love his style and am honored to have been a guest. Can't wait for the next edition!!!

Jeremy-T ,

BC/AC (Before Coronavirus, After Coronavirus)

A fascinating conversation with MyOutDesk on working remotely in times of crisis!

Love Amazing Business Radio!

Thank you Shep Hyken & Daniel Ramsey.

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