476 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 • 77 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 5 Steps to a 5-Star Customer Experience Featuring Katie Mares

    The 5 Steps to a 5-Star Customer Experience Featuring Katie Mares

    How to Elevate Customer Experience and Strengthen Loyalty 
    Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. 
    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


    What five steps are crucial for creating a five-star customer service experience? 


    How can language and tone significantly impact customer service interactions? 


    What are the potential drawbacks of companies relying solely on AI and technology for customer interactions? 


    How does the human touch impact customer experiences in an increasingly tech-driven world? 


    How does service recovery contribute to building customer loyalty and trust? 

    Top Takeaways:   
    Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips! 
     
    #1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers. 
    #2 Use your customer's name. Break down those walls immediately to create that instant connection. 
    #3 Be genuine. Customers want to know that you care, not just that you have to care. 
    #4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience.
    #5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence. 

    Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit.  
     
    While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience. 
     
    Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in! 
    Quote:  
    "Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue." 


    About:   
    Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER 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.  
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    • 26 min
    Transforming Customer Feedback into Action Featuring Sara Caldwell

    Transforming Customer Feedback into Action Featuring Sara Caldwell

    The Impact of “Customer Research” on Achieving Customer Success 
    Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. 
    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


    Why is it essential for companies to understand the specific needs of their customers?  


    How can unstructured data from customer conversations be transformed into actionable insights?  


    How can companies use conversational research to gain insights and improve the customer experience? 


    How can companies effectively leverage customer feedback from call center recordings for improvements? 


    How do companies use customer feedback to enhance products and services and better serve customers? 

    Top Takeaways:   
    Customer success in any business is about making your customers successful so that they can, in turn, be more successful with their clients. It means understanding your customers' core needs and matching them to a solution. The goal is to focus on how often the product or service is used and how it helps the customer succeed in their role and achieve their objectives. 
     
    Researching customer insights is not limited to a specific role or department. It's something that everyone in a company can do to help improve products and services. This allows various teams in a company to learn more about their users and build their products or services accordingly. 
     
    Organizations are increasingly recognizing the importance of understanding customer feedback to inform decision-making. By analyzing and understanding customer conversations, companies can gain valuable insights that inform product development, customer support enhancements, and overall business decision-making. 
     
    Self-service customer support is becoming increasingly important. Many customers prefer to resolve their issues without interacting with a support team. Companies must create a seamless customer experience where customers can find answers to their questions without interacting with a support representative. 
     
    Transforming complex, unstructured data into actionable insights is key to helping teams build products their customers love. This involves taking conversations with customers and consolidating them into understandable insights. By making customer insights accessible and actionable, organizations can continually leverage this information to enhance their products, services, and support systems.  
     
    Plus, Sara shares what every customer success manager needs to know. Tune in!  
    Quote:  
    "If you're confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it's worth prioritizing." 
     

    About:   
    Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware. 
    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
    The Fundamentals of Customer Engagement Featuring Spencer Burke

    The Fundamentals of Customer Engagement Featuring Spencer Burke

    Embracing AI for Marketing and Customer Experience 
    Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. 
    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


    How can companies use AI effectively to enhance customer experience? 


    How can businesses leverage multichannel marketing to increase customer engagement and retention? 


    Why is it important for marketers to balance personalization with customer privacy concerns? 


    What are the fundamentals of marketing and customer engagement that businesses should prioritize? 


    What role does AI play in unleashing creativity and improving customer experience? 

    Top Takeaways:   
    Effectively connecting with customers is a crucial aspect of marketing and customer service. Understand where your customers are and what tools and data are available to create personalized experiences. The goal is to provide value to the customers and meet their expectations while respecting their privacy and preferences. 
     
    Keep focusing on the fundamentals when it comes to customer engagement. Just like in sports, where great athletes consistently work on the basics, we should do the same. Our fundamentals include understanding our customers, communicating with our customers, and serving our customers.   
     
    It's essential to be where the customers are and experiment with different channels to understand their preferences and effectively engage with them. Using multiple channels, such as email, SMS, push notifications, and other emerging platforms, can improve customer relationships and increase retention and conversion rates.  
     
    One of the top trends that The 2024 Global Customer Engagement has discovered is that creativity and strategy work together with AI. Artificial Intelligence and technology can help automate processes, allowing marketers and customer support agents more time to focus on creativity and strategy. This can include automating repetitive tasks, enhancing analysis, and predicting customer segments. You can access The 2024 Global Customer Engagement for free. 
     
    Companies should aim to find the right balance between personalization and avoiding the "creepiness factor" by understanding and meeting customer expectations. Customers expect brands to provide value by understanding their preferences and needs. Companies need to use data to create personalized experiences while respecting customer privacy. 
     
    Plus, Shep and Spencer discuss what successful brands are doing to engage with their customers. Tune in! 
    Quote:  
    "Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels." 

    About:   
    Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels. 
    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
    Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell

    Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell

    How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs 
    Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. 
    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


    How can technology aid in creating personalized customer experiences for businesses? 


    How does personalization impact purchasing decisions? 


    What role does data play in predicting and understanding customer preferences? 


    What are some ethical considerations when using AI and technology for customer interactions? 


    How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them? 

    Top Takeaways:   
    Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience.  
     
    Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service. 
     
    The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs. 
     
    To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.”  
     
    Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer's preferences and history with the brand. 
     
    Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in! 
    Quote:  
    "We have to think about how we  will use AI responsibly and ethically and not introduce unintended consequences or bias." 


    About:   
    Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage 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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    • 27 min
    Rocking Customer Experience Featuring Jim Serger

    Rocking Customer Experience Featuring Jim Serger

    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


    How can businesses create experiences that get repeat business and nurture brand loyalty? 


    How can businesses think outside the box to create fan-like loyalty among their customer base? 


    What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? 


    What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? 


    Why should organizations prioritize creating special and unforgettable experiences for their customers? 

    Top Takeaways:   
    Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.  
     
    Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it's dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly.  By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service. 
     
    Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.  
     
    Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base. 
     
    Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in! 
    Quote:  
    "When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans."  


    About:   
    Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert. 
    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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    • 30 min
    A Company Culture of Good Featuring Chad Jensen

    A Company Culture of Good Featuring Chad Jensen

    A Company Culture of Good
    Happy Employees, Satisfied Customers, and Supportive Communities  
    Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community.
    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   


    How can a company create a positive employee experience during challenging times? 


    What strategies can a company use to give back to its local communities? 


    How can businesses foster strong connections between their employees and the communities they serve? 


    What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? 


    How can a company create a culture that values giving back and community involvement?  

    Top Takeaways:   
    Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company's performance. 
     
    The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands. 
     
    Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact. 
     
    The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business. 
     
    Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community. 
     
    Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in! 
    Quote:  
    "Take care of your employees first, and then take care of your customers. Every decision should  be made through the lens of showing them that we have their back." 


    About:   
    Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic. 
    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

Customer Reviews

5.0 out of 5
77 Ratings

77 Ratings

CX Pro ,

This show is an invaluable resource for leaders!

Shep is a terrific host and brings on guests with great insights to create compact and powerful episodes.

AJC in LA ,

A podcast that makes you smarter

Shep continuously attracts leaders in their field who know the ins and outs of customer experience. You’ll be smarter for listening — about CX, gen AI, digital CX, customer service, and a host of other strategic and tactical areas to help your business attract and retain customers and grow revenue.

Madeline K. ,

Love this podcast!

In a world where customer service and business strategies are constantly evolving, Amazing Business Radio is a guiding light. It empowers listeners to adapt, innovate, and excel in their entrepreneurial journeys. If you're looking to take your success to the next level and stay ahead of the curve, this podcast is a must-listen.

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