Amazing Business Radio

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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Designing Impactful Customer and Community Engagement 

Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections. 

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

1. How can companies integrate their sales and support teams to enhance customer interactions?  
2. How can small businesses enhance customer support after a sale? 
3. What are the benefits of a customer advisory board? 
4. Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods? 
5. How can businesses create an emotional connection with their customers through community involvement? 

Top Takeaways:   

• Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers’ needs and generate new ideas.  

• Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers’ input and making them feel heard by letting them know what actions are taken.  

• Customer experience doesn’t stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.  

• Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.  

• Proactive communication alleviates customer frustration. When there is a problem,  businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what’s happening, how long a problem might last, and reassures them that it is being addressed.  

• Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them. 

• Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in! 

Quote:  

“It’s important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization.”   

About:   

John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications. 

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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Gathering, Acknowledging, and Responding to Customer Feedback 

Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices. 

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

1. What is survey fatigue? 
2. How can negative feedback act as a valuable tool in preventing customer churn? 
3. Why should companies prioritize genuine feedback over high survey scores? 
4. What are the best practices for creating effective and concise customer surveys? 
5. How many chances do customers typically give companies after a poor experience? 

Top Takeaways:   

• Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors. 

• Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.  

• Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.  

• Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.  

• Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights: 

1. 61% of consumers shared that trust in the information that companies provide to them is a top priority.  
2. 53% of bad customer experiences result in a decrease in spending. 
3. Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6% 

• Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in! 

Quote:  

“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.” 

About:   

Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report. 

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 Reduce Friction and Create Customer Loyalty 

Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions. 

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

1. How can companies effectively integrate new technology into existing systems to enhance customer experience? 
2. Why is creating a frictionless customer experience important, and how can businesses achieve it? 
3. Why is understanding consumer behavior crucial for improving customer experience? 
4. What role does technology play in transforming the customer experience? 
5. Why should your customer experience strategies align with corporate goals? 

Top Takeaways:   

• The customer experience has become the most important differentiator between companies. It’s not just about the products or services offered but the entire journey and interactions a customer have with a brand. 

• A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience. 

• Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service.  

• Edwin Margulies developed an  8-step process to help businesses tackle CX improvements: 

1. Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. 
2. Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made. 
3. Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities. 
4. Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are.  
5. Workflow Candidates: Identify specific processes that are ideal for optimization and automation. 
6. Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization’s current policies with the new automated processes. 
7. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey. 
8. CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation. 

• Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in! 

Quote:  

“The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don’t want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience.” 

About:   

Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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