Amazing Business Radio

Using Artificial Intelligence to Analyze and Activate a Better CX 

Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements. 

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

1. How can companies utilize new technologies like generative AI to improve customer satisfaction? 
2. How can companies use digital and conversational signals to understand customer feedback better? 
3. What role does AI play in analyzing customer data and providing actionable insights? 
4. How can companies effectively activate their customer data to make informed business improvements? 
5. How does AI’s cost-effectiveness influence its use in customer experience? 

Top Takeaways:   

• Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. 

• While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect. 

• AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service. 

• Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights. 

• Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.  

• Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently. 

• Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!  

Quote:  

“Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences.” 

About:   

Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics. 

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 Heart-Centered Customer Relationships 

Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers. 

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

1. What is the biggest enemy of good customer service? 
2. How can companies get better customer feedback? 
3. What should companies look for when hiring customer service employees? 
4. How can businesses move beyond customer satisfaction metrics? 
5. What role does empathy play in customer service?  

Top Takeaways:   

• To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.  

• No matter how good your product is, if you don’t have the experience and service to support it, and if you don’t have people who love what they do and love the customers, you will fail. 

• Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.  

• Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don’t voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.  

• Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change . 

• Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.  

• If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.  

• Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in! 

Quote:   

“Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be “the other guy” and see through your customers’ eyes.” 

About:   

Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America’s first fintech company, Sageworks. 

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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Future-Proofing Your Business Through AI Integration 

Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI’s impact on customer experience, service delivery, and productivity. 

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

1. How can AI simplify the process of delivering a seamless customer experience? 
2. How can AI enhance customer service while balancing technology and human interaction? 
3. What is the impact of AI on customer service jobs? 
4. How can customer support roles evolve with AI? 
5. How can companies ensure their data is ready and accessible for AI to enhance customer experience? 

Top Takeaways:   

• AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers’ needs while simultaneously reducing operational costs. 

• The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions. 

• When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don’t train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want. 

• As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations.  

• Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions.  

• AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs.  

• Plus, Shep and Simon explore how AI continues to shape customers’ daily lives and how companies can leverage it to their advantage. Tune in! 

Quote:  

“When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can’t do today? And, how can AI enable that?” 

About:   

Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network’s top 50 customer experience influencers to follow in 2024. 

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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Prioritizing Customer Retention over Acquisition 

Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences. 

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

1. What Disney customer experience principles can be applied to enhance customer service in other industries? 
2. How can businesses create an emotional connection with customers? 
3. How can businesses use unique customer experiences to stand out in a competitive market? 
4. What role does employee interaction play in creating memorable customer experiences? 
5. How does a business enhance customer loyalty without relying on points or discount programs? 

Top Takeaways:   

• People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.  

• Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base. 

• Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company. 

• The points and perks are incentives for customers to do business with a company, but they shouldn’t be the only reason. If the customer experience isn’t great, you will lose your customers as soon as a competitor comes up with a similar program or something better. 

• Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others. 

• Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in! 

Quote:  

“Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers.” 

About:   

Vance Morris helps businesses successfully apply Disney’s principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy. 

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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Why Great Service Must Come Before Customer Rewards 

Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand. 

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

1. What role do loyalty programs play in enhancing customer engagement? 
2. How can companies leverage loyalty programs to generate additional revenue? 
3. Can loyalty programs drive repeat business without sacrificing the quality of customer experience? 
4. How can technology help create a seamless customer experience within a loyalty program? 
5. How can companies motivate inactive loyalty program members to become more engaged participants? 

Top Takeaways:   

• There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty. 

• If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty. 

• Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. 

• In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers’ active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs. 

• Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms. 

• Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable. 

• For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out  Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.  

• Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!  

Quote:  

“Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase.”  

About:   

Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers. 

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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Strengthening Business Partnerships Using the Triple Fit Strategy 

Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth. 

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

1. What is the Triple Fit Strategy? 
2. What is the key to building lasting customer relationships? 
3. Why do companies need to shift from a transactional relationship with their customers to a partnership? 
4. How can a business differentiate itself amidst competition? 
5. How can businesses add more value to their customers? 

Top Takeaways:   

• There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.  

• The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems. 

• Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they’re more likely to stay as your customer and even advocate for your business to others. 

• The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties’ strategies, and making the business relationship sustainable.  

• It’s not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them. 

• While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer’s needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients. 

• Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!

Quote:  

“In business, your goal should not be to just to cut costs or offer products. It’s about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers’ priorities.” 

About:   

Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator. 

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 Storytelling Transforms Guest Experience 

Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality. 

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

1. What is hospitality mentality? 
2. What role does storytelling play in creating memorable customer experiences? 
3. Why is meeting or exceeding customer expectations important in the hospitality industry? 
4. How do personal interactions complement technology in creating a seamless customer service experience? 
5. How can AI be leveraged to provide personalized customer service interactions? 

Top Takeaways:    

• A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline. 

• Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.  

• Storytelling is a powerful tool that captures customers’ attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to. 

• Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences. 

• Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs. 

• While technology and amenities are important, the overall experience connects with  customers the most. Customers want value for their money, which translates to memorable and meaningful experiences. 

• Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand. 

• Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in! 

Quote:  

“Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created.” 

About:   

Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive. 

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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Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization 

Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing. 

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

1. How can listening to customer exchanges improve overall service experiences? 
2. Why is it important to get feedback in real time? 
3. What is human-centered design? 
4. How can personalization contribute to better engagement? 
5. What strategies can organizations use to empower employees to improve customer interactions? 

Top Takeaways:   

• Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.  
• Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.  
• When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want. 
• Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows. 
• Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.  
• Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve experiences for citizens by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.  
• Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.  
• Plus, “G” shares how staffing issues affect government service delivery. Tune in! 

Quote:  

“When you look at what drives a good government experience, it’s trust.. Create better trust between the government and constituents by promoting better engagement.” 

About:   

Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader. 

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 to Use Customer Feedback to Transform Your Business  

Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors’ complaints to improve customer experience and brand reputation. 

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

1. How can business use customer feedback to improve the customer experience? 
2. How do you leverage customer reviews? 
3. What is the best approach to respond to a negative customer review? 
4. How can consumer feedback improve a company’s products or services? 
5. What benefits do businesses gain from analyzing competitors’ customer reviews? 

Top Takeaways:   

• Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company’s product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face. 

• Many of today’s consumers do not trust leaving a review on the company’s website.  This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard. 

• A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating. 

• Not all reviews will be positive, and it’s crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review. 

• Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.  

• Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in! 

Quote:  

“An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.”  

About:   

Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers’ free speech rights. 

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 an Amazing Customer Experience Can Be a Differentiator for Your Brand 

Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey. 

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

1. Why is including sales important in the overall plan for customer experience? 
2. How can sales and customer service teams work together to make customers happier? 
3. Why is digital technology key for a smooth customer experience? 
4. What role does human interaction have in today’s changing customer experience world? 
5. How can companies create a customer-focused experience from before a purchase to after? 

Top Takeaways:   

• Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service. 

• Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.  

• In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry. 

• Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can’t fully replace the need for human touch in more complex situations.  

• Brands should prioritize making every interaction efficient to respect and save the customer’s time. Businesses that can reduce or eliminate time-wasting steps in a customer’s journey will enhance their overall experience.  

• As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively. 

• Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in! 

Quote:  

“Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase.” 

About:   

Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.  

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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