Amazing Business Radio

Meeting Customers Where They Want 

Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.  

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

1. How has text messaging evolved as a preferred channel for customer communication for customers? 
2. Why do customers prefer receiving communications from businesses via mobile devices? 
3. What role does trust play when a customer provides their mobile number to a business? 
4. How can businesses avoid abusing the privilege of texting their customers? 
5. What impact does timely and relevant text communication have on customer loyalty? 

Top Takeaways:   

• Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.  

• Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn’t meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty. 

• When a customer gives you their phone number,  it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!    

• Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.  

• Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone. 

• Building communication around customers’ preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.   

• Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don’t offer text communication. Tune in! 

Quote:  

“Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read.” 

About:   

Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.  

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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Handling Mistakes and Exceeding Customer Expectations 

Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry. 

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

1. How can businesses convert mediocre customer experiences into exceptional ones?  
2. How can businesses turn unhappy customers into loyal fans? 
3. Why is mere customer satisfaction not enough to ensure long-term loyalty? 
4. How can businesses benchmark their customer experience performance? 
5. How can businesses use customer feedback to prioritize improvements that actually matter? 

Top Takeaways:   

• Having a customer-focused experience starts with the organization’s culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it. 

• Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don’t complain because there isn’t enough for them to complain about, but that doesn’t mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave. 

• Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren’t upset but aren’t delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements. 

• When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before. 

• While learning what your competitors are doing right, remember that your customers don’t just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.  

• What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.  

• Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in! 

Quote:  

“If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, “It was okay,” will likely leave you the moment something better comes along.”  

About:   

Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties. 

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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Customer Experience as the Ultimate Global Differentiator 

Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions. 

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

1. How can cultural differences impact customer service interactions? 
2. What role does personalization play in enhancing the customer experience across different cultures? 
3. Why is it essential to understand local cultural perceptions when building brand value? 
4. How can businesses strike a balance between global brand consistency and local cultural adaptation? 
5. What impact does the country of origin have on storytelling for brands? 

Top Takeaways:   

• Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.  

• Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.  

• Personalization isn’t just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.  

• Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand’s origins, identity, and purpose.  

• Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets’ perceptions. 

• Trust and brand loyalty are strengthened when businesses prioritize understanding their customers’ cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.  

• Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.  

• Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in! 

Quote:  

“The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country.” 

About:   

Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world’s biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel. 

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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How Samsung Turns Customer Service Calls into Opportunities for Customer Delight 

Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience. 

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

1. How can a brand turn customer service interactions into opportunities for brand loyalty? 
2. What are the benefits of proactive customer service? 
3. How does smart technology enhance the overall customer experience? 
4. What role does customer feedback play in improving the overall service experience? 
5. How can artificial intelligence enhance the role of customer service agents? 

Top Takeaways:   

• Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand. 

• Customer service shouldn’t just be about fixing problems. It should also be about preventing them. Customer care doesn’t always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung’s smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad. 

• Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family.  

• Mark also shares his three core principles: Speed, Simplicity, and Service. 

1. Speed: Reduce the time it takes to fix a customer’s issue. The sooner you solve the problem, the happier and more loyal your customers become. (In the U.S. Samsung’s repair network now covers 99% of the U.S. for consumer electronics, and 81% of Americans are within just a 30-minute drive of same-day mobile service.) 
2. Simplicity: Remove confusing policies, eliminate unnecessary steps, and actively listen to employees and customers for ideas on how to simplify processes.  
3. Service: When you design experiences that put customers first, understand their needs, and effectively solve their issues, you will attract lifelong customers who will continue to buy from you because they know they can trust you, even when something goes wrong. 

• Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers.  

• AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy. 

• Customer service is an income-generating department. Reliable products are important, but it’s the extra mile in service that makes people choose to do business with a brand again and again.  

• Plus, Mark shares why more than half of Samsung’s customer care team in the U.S. has been with the company for over 10 years. Tune in! 

Quote:  

“Get to customers quicker and solve their problems before they even know they have a problem.” 

About:   

Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently. 

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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Navigating Multiple Customer Segments, Needs, and Expectations 

Shep interviews Ryan Hamilton, associate professor of marketing at Emory University’s Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.  

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

1. How does customer segmentation impact how customer experiences are designed? 
2. How can businesses navigate conflicts between different customer groups seeking unique experiences? 
3. In what ways do ideological differences between customers influence brand experience? 
4. Why is it important for companies to continually adapt their customer experience as their customer base grows? 
5. How do influencers impact customer behavior? 

Top Takeaways:   

• Some companies believe that they are only serving one type of customer. In reality, there are often several segments with different needs and expectations. Take Disney, for example. They serve both families with kids and “Disney adults”—grown-ups who love the Disney experience just as much. Each group may be looking for something different, but both are important to the overall customer experience. 

• Companies need to recognize how different customer groups impact the business and how they interact with one another. When companies do not understand the different customer segments that they serve, they risk accidentally leaving one group out (and losing their business) or even creating conflict between groups. 

• One way to keep different customer groups happy is to design experiences just for them, even if they are sharing the same space. Depending on your type of business, this could mean creating special areas, offering different products, or even building new locations with certain features in mind.  

• As a business grows, so will its customer base. This means adjusting and innovating to meet the diverse needs and expectations of their customers. Successful brands continually evolve to attract and serve new customers without compromising the identity that initially drew their original customers. 

• Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience. Brands need to be willing to listen to customer feedback and adapt accordingly. Good communication and flexibility show customers that their opinions matter. 

• Customer segments and expectations evolve. What works for a brand today might not work tomorrow. Brands need to continually monitor how their different customer segments change and interact with each other, and be ready to adjust products, services, and experiences to keep everyone happy. 

• Plus, Shep and Ryan discuss how influencer and follower relationships drive trends and customer behavior. Tune in! 

Quote:   

“Serving one customer segment is challenging enough, but when you have multiple groups wanting different things, you’re managing a whole ecosystem where you need to keep each customer happy.” 

About:   

Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University’s Goizueta Business School. He is the co-author of The Intuitive Customer and the co-host of a podcast with the same name. His new book, co-authored with Annie Wilson, The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things, is now available on Amazon. 

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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AI, IVR, and the Human Touch in Contact Centers 

Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service. 

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

1. Why do many customers still prefer voice support over digital self-service or AI solutions? 
2. What percentage of customers are likely to leave a company after a negative experience with automated phone systems? 
3. How can companies use technology to detect and resolve customer service issues in real time? 
4. Why is it important for companies to offer both digital and human support options? 
5. What role does artificial intelligence play in modern customer support? 

Top Takeaways:   

• The customer experience begins the moment you first attempt to communicate with a business, whether  through a chatbot, a phone call, or an email. Every interaction creates the customer’s impression of the organization. Be easy to do business with right from the very beginning.  

• Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.  

• No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.  

• Businesses that stick with doing things “the way we’ve always done it” put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.  

• Customers don’t just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they’ve ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.  

• Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.  

• Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!

Quote:  

“Everybody remembers the poor experiences, but very few people remember the good ones. You can’t always deliver a perfect customer experience, but you do your best to deliver the best you possibly can.” 

About:   

Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless 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.   

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How Positive Leadership Transforms Workplace Culture and Elevates Customer Experience 

Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences. 

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

1. What practical benefits come from creating an uplifting workplace culture? 
2. How does a hospitality mindset improve customer service across different industries? 
3. What impact does leadership have on employee morale and customer experience? 
4. How does positive leadership help reduce staff turnover in customer-facing roles? 
5. In what ways does an employee’s mood affect customer interactions? 

Top Takeaways:   

• The hospitality mentality is not just for hotels and restaurants. It is valuable in every industry because it sets the bar for the customer experience standard. It teaches every employee to always show care, gratitude, and kindness no matter what industry they work in. 

• A heartfelt “thanks for coming in today” can make a real difference in someone’s mood and attitude. It is a simple yet powerful statement that leaders can say to make their employees know that they matter. When employees feel appreciated, they’re more likely to enjoy coming to work and give their best. It creates a workplace where people want to come, stay, and grow. 

• Every employee becomes the face of your brand the moment they interact with your customers. When they are not happy at their jobs, customers feel it. High turnover and unhappiness can hurt customer satisfaction, so making sure that employees are engaged, equipped, and fulfilled helps create positive customer experiences.  

• Strict policies can sometimes get in the way of the human aspect of customer service. When employees are trusted to handle situations as they see fit, they feel empowered to do their jobs. Employees need to grow through training and be equipped with the right tools so that they can use policies as guidelines while exercising common sense to meet each customer’s unique needs.  

• Happy employees lead to happy customers, and happy customers come back. Invest in people through appreciation, empowerment, and uplifting leadership. 

• Loyalty programs and perks can encourage repeat business, but truly memorable companies don’t rely on them alone. Being helpful, friendly, and uplifting is the best loyalty program you can offer. When people feel good about you, they’ll keep coming back, with or without loyalty programs. 

• Plus, Ryan shares the “balloon effect” and how it can elevate customer and employee experiences. Tune in! 

Quote:  

“Good old-fashioned customer service is just good old-fashioned hospitality. So many brands look to the hotel industry because it has become the standard for customer service.”    

About:   

Ryan Minton is a Best-Selling Author and Keynote Speaker with over 20 years of experience leading world-class hospitality brands. He is the author of Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customer Service is Alive. His upcoming book Uplifted! The Remarkable Power of Positive Leadership on Frontline Teams launches June 10th. 

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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Maintaining Consistent Customer Service Standards Across Every Location 

Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries. 

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

Top Takeaways:   

• Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.  

• Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It’s this consistency that builds trust and a strong reputation over time. 

• Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive. 

• Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the “CEO of the Moment” because a single moment can make or break the brand’s reputation.  

• Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes “the most popular person in town,” people will go out of their way to support it. 

• Training isn’t something you did. It’s something you do continuously and consistently. It isn’t just about teaching people how to do their jobs. It’s about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business. 

• Examine every touchpoint in a customer’s journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers. 

• Plus, Shep and Ray talk about Will Guidara’s concept of “unreasonable hospitality” that can be applied to all businesses, in every industry. Tune in! 

Quote:  

“Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization’s reputation.” 

About:   

Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.   

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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Building Trust with AI in Customer Support 

Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front’s The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations. 

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

1. What are the top expectations customers have from brands?
2. What role does AI play in enhancing customer interactions and support? 
3. How many bad experiences does it take before a customer stops doing business with a company? 
4. Why is it important for companies to use their products? 
5. Is there a difference between how businesses and customers perceive good response times? 

Top Takeaways:   

• Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.   

• The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts. 

• The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate. 

• Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn’t working, there is an easy way to reach a real person. 

• Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used. 

• Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.  

• AI has gotten much better, faster, and cheaper in the last few years. It’s easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won’t matter if you don’t have the foundations of good customer service, like empathy, transparency, speed, and convenience. 

• Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in! 

Quote:  

“Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified.” 

About:   

Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support. 

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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When Technological Innovation Meets Human-Centered Experience  

Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers.  

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

Top Takeaways:   

• Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch. 

• So many businesses continue to operate the same way because “that’s how it’s always been done.” It is important to constantly ask why things are done a certain way and whether there’s a better, more modern, or easier approach for customers.  

• Delivering a great customer experience is not just about satisfying customer needs. It’s the best marketing a company can have.  

• People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others. 

• Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.  

• Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them. 

• Wow moments are not always over-the-top experiences. Going slightly beyond what’s expected can create a big impact on customers. Small gestures such as remembering a customer’s name or a personal preference can elevate a service experience from just fine to amazing. 

• Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in! 

Quote:  

“There’s a difference between personalization and a personal connection.” 

About:   

Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like  Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.  

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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