Amazing Business Radio

Shep Hyken & C-Suite Radio
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Amazing Business Radio

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.

  1. Delivering the Brand Promise Featuring Laura Richard

    -2 J

    Delivering the Brand Promise Featuring Laura Richard

    Creating a Company Identity That Transforms Customer Experience  Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise?  What is the role of branding in enhancing the customer experience?  How can businesses define their brand to impact customer relationships meaningfully?  How does empowering employees align with a company's brand promise?  Why is it important for employees to share the same values as the brand they work for?  Top Takeaways:    A brand promise is a company's commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.     A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time.    Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.     In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto "Just Do It," and Patagonia focuses on sustainability.    Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles.    Companies should identify which touchpoints are "table stakes," meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the "moments of truth," the interactions that emotionally impact customers and can significantly deepen relationships.     Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in!  Quote:   "When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company's identity, the common set of truths the organization needs to deliver to create value for its customers and employees."    About:    Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada's leading advocate for physical activity.  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

    27 min
  2. Exploring the Intersection of Branding and Customer Experience Featuring Joanne Chan

    12 NOV.

    Exploring the Intersection of Branding and Customer Experience Featuring Joanne Chan

    Building a Brand Customers Love  Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy?  What role does customer experience play in brand loyalty?  What are the key elements of a logo or brand identity that influence customer experience?  Why is it essential for brands to infuse emotion into their visual identity systems?  How should companies handle feedback to improve their brand's customer experience?  Top Takeaways:      Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.     Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon's smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.      In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client's specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business.    Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience.    Creating a brand involves more than just a name or logo. It's about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That’s part of the customer experience.    The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.    Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in!  Quote:   "To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers."    About:    Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.  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
  3. The Evolving Role of AI in Customer Service Featuring Cisco’s Anurag Dhingra

    5 NOV.

    The Evolving Role of AI in Customer Service Featuring Cisco’s Anurag Dhingra

    Leveraging Technology to Create Personalized Experiences  Shep Hyken interviews Anurag Dhingra, SVP and General Manager of Cisco Collaboration. He talks about using AI to bridge the gap between consumer expectations and satisfaction by enhancing both customer and employee experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction?  What role does artificial intelligence play in enhancing customer service interactions?  What are the benefits of proactive communication in customer service?  How can AI-driven tools support customer service agents in delivering better service?  Why is it important for companies to prioritize customer experience over cost optimization?  Top Takeaways:    There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.     Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively.    Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.     Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty.    In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.     Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them.    Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in!  Quote:  "Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer."  About:    Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco's Human Rights Advisory Council and the founder of Cisco's Responsible AI initiative.  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

    30 min
  4. Redefining the Contact Center Featuring Jonathan Rosenberg

    29 OCT.

    Redefining the Contact Center Featuring Jonathan Rosenberg

    Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers  Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations?  How does AI contribute to transforming contact center agents into brand ambassadors?  Why is empathy important in customer service interactions, and how can AI complement this human trait?  How does the implementation of AI tools impact companies' return on investment?  How does generative AI reduce labor costs in contact centers while maintaining human involvement?   Top Takeaways:     AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.    Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.     AI isn't about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.     Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer's history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.     AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.     Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!  Quote:   "Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low."    About:    Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9's Genius AI portfolio.    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
  5. The Secret to eBay's Phenomenal Customer Experience Featuring Derek Allgood

    22 OCT.

    The Secret to eBay's Phenomenal Customer Experience Featuring Derek Allgood

    Transforming Customer Support with Technology and Empathy  Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a better customer service experience?  How can businesses balance automated customer service solutions with human interactions?  What strategies can support remote customer service employees in delivering consistent experiences?  How do self-service solutions impact the overall efficiency of customer service operations?  How essential is a strong company purpose in driving customer satisfaction?  Top Takeaways:    Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.     High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.    Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real time.    Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.    A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company's values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.    Plus, Derek talks about eBay's innovative AI solutions to support employees and customers. Tune in!  Quotes:   "The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what's gone wrong, and how you can support the employees helping them."    About:    Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.    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
  6. How OKRs (Objectives and Key Results) Transform Customer-Centric Strategies Featuring Jeff Gothelf

    15 OCT.

    How OKRs (Objectives and Key Results) Transform Customer-Centric Strategies Featuring Jeff Gothelf

    Aligning Business Goals with Customer Needs   Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR?  How do customer-centric OKRs help teams focus on the right tasks?  Why is it important for businesses to align their objectives with customer-centric goals?  How does measuring customer behavior contribute to better customer satisfaction?  How can understanding customer patterns help prevent client defection?  Top Takeaways:    OKR is an acronym meaning Objectives and Key Results. They are a strategic framework for setting clear goals and measuring outcomes. By having clear goals and knowing what results are expected, everyone in the organization moves in the right direction. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand.     Objectives are qualitative goals describing the end state you want your customers to experience. For example, you want to offer the best product or be the easiest to do business with. The key results are the quantitative measures of human behavior that tell us we've achieved that state. It answers: What will your customers do differently, and by how much?     Customer satisfaction is important, but understanding customer behaviors is crucial. Often, dissatisfied customers stop using the product. They show up less often. They spend less money. They stop telling their friends about it. If you can understand these patterns of your customer's behavior, you can proactively take action before it becomes a problem.    Determine which behaviors (trying out products, asking more questions, etc.) will deliver the results that your company is looking for. Then, create an environment, a system, a service, or a store that positively amplifies those behaviors for the customer.    Providing your team with the objectives and allowing them to figure out the best way to achieve them communicates that you trust your employees to use their skills to meet customer needs.     Not all strategies will work from the start. Organizations need to develop a culture of learning. It allows teams to learn from mistakes and objectively measure the success of an idea. Then, businesses can make informed adjustments and improve with each attempt.     Plus, Jeff explains why some employees end up working on the wrong tasks  and how organizations can avoid that. Tune in!  Quote:   "Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?"    About:    Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs.    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

    27 min
  7. Personalization in the Age of Artificial Intelligence Featuring Mark Abraham

    8 OCT.

    Personalization in the Age of Artificial Intelligence Featuring Mark Abraham

    How Personalized Customer Experiences Can Drive Business Growth   Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI's potential to enhance personalization and the impact of tailored customer experiences on business growth.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is true personalization?  How can AI enhance personalization?  How does personalization contribute to customer loyalty and satisfaction?  How can businesses balance personalization with customer data privacy concerns?  What are some common misconceptions about personalization in customer service?  Top Takeaways:    Personalization means using what you've learned about the customer from their past interactions to improve their future experiences.     True personalization is not just about using a customer's name or offering customized products. True personalization involves using customer data at scale to make their next experience smoother, faster, and more convenient.     There are some concerns among customers about data privacy and personalization. Businesses must first get the opt-in from their customers. Second, it is important to ensure personalized experiences are contextually appropriate to the customer's journey.    Respecting customer privacy can make or break a personalized experience. Businesses should collect first-party data (data from transactions) and zero-party data (data directly shared by customers) to create a more accurate and respectful personalization strategy.     Artificial Intelligence has the potential to significantly enhance personalization. It can analyze vast amounts of data to predict and suggest the next best actions for customers, recommend products or services, and tailor customer service interactions.    Starting with personalization doesn't have to be complicated. Start by identifying one area where personalization can have the most impact and using available tools and technologies to implement it.    Mark also shares The Five Promises of Personalization, a practical way to think about how you deliver great personalization.    Empower me: Start with the customer. How are you helping them solve problems or fulfill a need?    Know me: To help a customer, you need to know them. Find ways to engage the customer and collect relevant data in between.    Reach me: Use AI to know how to reach out to your customers and what messages are most appropriate and relevant to send them.    Show me: Build a content library and use content management systems and automation to deliver personalized content at scale.     Delight me: Make the personalized experience seem more magical.    Plus, Mark answers the question—Is true personalization an expensive thing to do? Tune in!  Quote:   "Personalization isn't just customization. Personalization is taking what you've learned about a customer in an interaction and making their next interaction better, faster, or more convenient."    About:    Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company's Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman.    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
  8. How Artificial Intelligence Can Supercharge Employee and Customer Experiences Featuring Jim Payne

    1 OCT.

    How Artificial Intelligence Can Supercharge Employee and Customer Experiences Featuring Jim Payne

    AI's Growing Impact on Employee and Customer Experience  Shep Hyken interviews Jim Payne, Director of Product Marketing, Customer Engagement at RingCentral. He talks about how AI is transforming both customer and employee interactions by enhancing productivity and efficiency.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences?  Can AI be utilized effectively in smaller companies with limited budgets?  How does AI improve efficiency and productivity for customer service teams?  What is the impact of AI on employee retention?  What are the challenges related to integrating AI into existing customer service systems?  Top Takeaways:    Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.     The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations.    AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers.    By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support,  AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.     Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.     AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly.    By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality.    Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in!  Quote:   "AI supercharges people. It doesn't replace human-to-human interaction. It just makes everything better, faster, and easier."    About:    Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences.    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
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À propos

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.

Informations

  • Création
    Shep Hyken & C-Suite Radio
  • Années d’activité
    2015 - 2024
  • Épisodes
    508
  • Classification
    Tous publics
  • Copyright
    © All rights reserved
  • Site web de l’émission
    Amazing Business Radio

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