336 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

    • Business
    • 5.0 • 62 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.

    Everybody Wants to Rule the World Featuring Ray Wang

    Everybody Wants to Rule the World Featuring Ray Wang

    Surviving and Thriving in a World of Digital Giants
    Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants, a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.
     
    Top Takeaways:
    - The biggest insight is that the companies that figured out how to win have actually increased their gap with everybody else. It's like they've left the other companies in the dust.- Do you have a digital business model? Do you understand how you build a business around that? And do you have digital monetization? And then, of course, are you focusing on delivering an excellent customer experience?- Customers are trading loyalty for convenience, status, and value. This is even more important as we advance because brands that don't understand loyalty and community will be dead in the water.- In the middle of the pandemic, we set off this ultimate collection of autonomous data collection and information/insights that actually drive signal intelligence. And that refinement of that information insight is creating competitive modes for organizations that know how to use data. Brands and companies can now predict what you might like, prevent fraud, mitigate risk, or identify a new market that hasn't been touched. - Mass personalization happens in places all around us. So we've gone from transactional systems like CRM to engagement systems that are really like social business to experiences, which is about using technology and AI to craft journeys that deliver mass personalization at scale.- You have to go out and find your turnaround catalysts. Reinvent your board to start thinking long-term, so they can compete, not on the short-term quarter to quarter EBITDA cycle, but long-term in thinking about dominating and building your digital giant.
    Quote: 
    “If I don't have any competitors, I'm going to get stagnant.” About:R "Ray" Wang is the Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. He is the co-host and co-founder of the widely watched DisrupTV, a weekly enterprise tech and leadership webcast.
     
    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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    • 27 min
    Choose Your Customers Featuring John Wass

    Choose Your Customers Featuring John Wass

    How To Compete with the Digital Giants
    Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers.
    Top Takeaways: 
    ·        Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique.
    ·        It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best. This is their biggest profit opportunity.
    ·        Identify your most profitable customers and ask, "Am I spending most of my time and resources there?" Also, consider the opposite. Ask, "Am I distracted with customers that don't make me a lot of money that I'm neglecting my best customers?"
    ·        Companies need to decide which subset of customers brings in the most profit and become more customer-centric with them.
    ·        Not all revenue is good revenue. Not all customers will bring more profit to your bottom line. Have the conviction to walk away from some of the revenue that is actually costing you money and profits.
    Quote:  
    "The fastest way to make money is to sell more to the customers who already love you."
     
    About: 
    John Wass is the CEO of Profit Isle. He was an early member of the management team that grew Staples from three stores to over 1,000 nationwide. He is also a successful entrepreneur who has co-founded and been the CEO of three startups after Staples.
     Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 
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    • 26 min
    The End-to-End Customer Experience Featuring John Ball

    The End-to-End Customer Experience Featuring John Ball

    Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.
     
    Top Takeaways: 
    ·        Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done). However, it is the customer operations that impact the customer's experience the most.
    ·        A convenient and frictionless experience is what makes customers want to come back. Strive to create ease and convenience externally and internally.
    ·        Process mapping (having structured processes and workflows) empowers businesses to identify duplication of effort from customers and employees.
    ·        In 2020, only companies that modernized and digitally transformed processes continued to deliver seamless customer experiences.
    ·        Customers are more accepting when problems occur if they are given enough information, even before they ask for it.
     
    Quote: 
    "Process mapping the customer engagement and customer operations is how businesses can improve their end-to-end customer experience."
    About: 
    John Ball is the executive vice president and general manager of Customer Workflows at ServiceNow, a company that creates great customer experiences through digital workflows.
     Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 26 min
    Authentic Customer Conversations Featruing Jason Ten-Pow

    Authentic Customer Conversations Featruing Jason Ten-Pow

    Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.
     
    Top Takeaways: 
    ·        When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
    ·        Customer expectations have evolved over the last year-and-a-half. What brands think their customers want has changed..
    ·        Digital transformation has put a lot of power in the hands of some people (in organizations) who have no preparation or know-how on how to perform in digital roles. This has created an area of friction between the brand and the customer.
    ·        Authentic conversations go beyond "Are you satisfied?" and "Did you buy?" to "What can I do to create a deeper connection?"
    ·        Authentic conversations allow brands to understand the customer's wants, needs, and desires. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits.
    Quote: 
    "Loyal customers are created by having authentic conversations with them. Talk to your customers to find out what they perceive as good customer service, what they want, and what they need."
    About: 
    Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Ten-Pow’s passion for customer experience was sparked as a teenager working behind the meat counter of a carnival-themed grocery store in Toronto. 
    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 
    Learn more about your ad choices. Visit megaphone.fm/adchoices

    • 28 min
    Empowering Employees through Caring Leadership Featuring Heather R. Younger

    Empowering Employees through Caring Leadership Featuring Heather R. Younger

    Top Takeaways: 
    ·        Hire people who assume a leadership position when it comes to taking care of the customer. (Even if you’re not a leader, manager, or supervisor, it doesn’t mean you can’t treat the customer as if you are.)
    ·        Everybody is a customer. Show up in a way that is receptive to the needs of both your customers (internal customers and external customers).
    ·        To create self-leaders, the leaders of the company need to provide support and empower their front-line employees to say, "Yes".
    ·        Empowerment is providing a space for your employees to take risks (within limits and expectations set by your organization) and use their gifts to create a great customer experience.
    ·        Caring leadership is showing daily actions that show concern and kindness to those you lead.
    ·        A caring leader allows their people to breathe through the difficult experiences of the job and help them become more resilient in the process.
    ·        Caring leadership is how you touch the lives of those who are looking to you for guidance. Leaders must look for ways to expand their circle and make people feel like they belong.
     
    Quote: 
    "No matter what title you have, what matters most is how you make people feel. Lead yourself with integrity and be congruent with who you are."
     
    About: 
    Heather R. Younger has earned her reputation as “The Employee Whisperer.” She is a best-selling author, and her newest book, The Art of Caring Leadership, emphasizes the need for kindness, compassion, and empathy in all leaders. 
    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 
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    • 27 min
    The Customer Obsessed Organization Featuring Shirley Macbeth

    The Customer Obsessed Organization Featuring Shirley Macbeth

    Top Takeaways:
    ·        Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization. These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization.
    ·        Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise.
    ·        The brand promise falls into three categories:
    1. ‘Unlike the others’ - Being different, quirky, or unusual.
    2. ‘At your service’ - Differentiating the experience through amazing customer service.
    3. ‘On your side, by your side’ - Being the customer's advocate.
    ·        A customer-obsessed organization listens to their clients and takes actions based on the information that they receive.
    ·        In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction. Now, it takes 27 with 4 or more people involved before customers can make a buying decision.
    ·        Throughout the pandemic, the racial tensions that we are in, and the environmental issues that we are facing, customers are taking a closer look at the brands that they want to trust and do business with.
    ·        What happens inside an organization is felt on the outside by the customers.
    ·        Many companies underestimate the importance of how employees feel about how service is delivered to their customers.
    ·        Alignment in business is knowing who your customer is, how you want them to feel, and shaping your product around customer obsession.
    ·        Aligned organizations have 19% faster growth and 15% higher profitability.
    Quote:
     "Lead with the customer first. Keep the customer in mind with every decision that your company makes."
     About:
    Shirley Macbeth is the Chief Marketing Officer at Forrester. Macbeth has 25+ years of experience as a marketing executive with a proven track record in increasing revenues and building brand awareness for global B2B companies.
    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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    • 25 min

Customer Reviews

5.0 out of 5
62 Ratings

62 Ratings

howardtnyc ,

Always filled with spot-on information!

ABR truly lives up to its name - the show's amazing! Each episode always features thought-provoking takeaways that you can utilize to improve your customer service by 10x. A must-listen for anyone who's aspiring to improve their CX!

Dinsoty ,

Customer service

This has done nothing but helped build out my CS team as well as me as the CEO to help support, lead them and give them more of the direct help they need. Highly recommended.

BrittanyHodak ,

A show that lives up to its name!

I’ve been reading and listening to Shep for a long time. Everything he does is true to his mission of being amazing, and this podcast is no exception. Every episode is packed with great insights. Listen regularly and you will become a better leader — period! Thanks, Shep!

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