Amazing Business Radio

Tips for Training Teams with a Hospitality Mentality 

Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E’s of customer experience and the impact of values-based training on creating a lasting impression. 

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

1. What does “Hospitality Mentality” mean? 
2. What is the difference between customer service and customer experience? 
3. How can businesses create a memorable last impression for customers? 
4. Why is a values-based education important in shaping employees’ customer behaviors and interactions? 
5. How do you equip frontline team members to deliver an exceptional customer experience? 

Top Takeaways:   

• Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer’s journey, from the moment they walk in to the moment they leave, is an opportunity to amaze. 

• Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back. 

• Michelle shares the 3 E’s of Customer Experience: 

• Expectation: What does your marketing say about you? What are you creating in your customers’ minds? 
• Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?  
• Evaluation: What are your customers thinking about your business as they walk out the door? 

• When we live out our company’s values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn’t align with our values, we can call it out with clarity and proper discipline. 

• Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced. 

• Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce. 

• Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in! 

Quote:  

“Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don’t even meet the expectation, they will certainly not come back.” 

About:   

Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth. 

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 Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety  

Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences. 

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

1. How does connectivity boost customer experience? 
2. How does poor cellular connectivity affect the customer experience in commercial and retail buildings? 
3. What role does boosting cellular signals play in ensuring public safety and first responder communication? 
4. How does cellular connectivity impact customer decision-making and purchases in retail environments? 
5. Why is seamless cellular connectivity essential for a positive customer experience in today’s digital world? 

Top Takeaways:   

• Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes. 

• Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment.  The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses. 

• Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives. 

• Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers. 

• Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in! 

Quote:  

“Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more.” 

About:   

Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless 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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Creating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences 

Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience. 

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

1. How can technology be authentic and empathetic in improving the customer experience? 
2. How can companies maintain a balance between human-to-human interactions and technology? 
3. Why should companies prioritize culture and organizational health before focusing on financial aspects? 
4. How has the concept of AI evolved to prioritize authenticity and human augmentation? 
5. What leadership principles are essential for guiding a company through transformation?

Top Takeaways:   

• Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success. 

• Recognizing and leveraging an organization’s “superpowers” drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge. 

• Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions. 

• Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve. 

• Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey. 

• Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in!

Quote:  

“Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers.” 

About: 

Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their 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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Tips on How to Eliminate Friction for Your Customers 

 Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer experience. 

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

1. How can businesses identify and eliminate points of friction in the customer process? 
2. How has the shift in customer behavior influenced the focus on understanding customer choices and social proof? 
3. Why is customer service the most important marketing tool for brands? 
4. How does prioritizing customer experience serve as a competitive advantage for businesses in today’s market? 
5. How has social media shaped brand perception? 

Top Takeaways:   

• Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles. 

• While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research, we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand. 

• “Ridiculously easy” is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It’s crucial to focus on providing a seamless and hassle-free experience for the customers. 

• Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as “be ridiculously easy to see,” “ridiculously easy to reach,” and more. Tune in! 

Quote:  

“What people say about our brand today is more impactful than what we say about ourselves.” 

About:   

David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It’s Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it. 

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 Get into the Customer Experience Mindset 

Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today’s Customer, and how to create a culture that prioritizes both employee and customer satisfaction. 

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

1. How can leaders in a company build a customer-centric culture from the top down? 
2. How does employee satisfaction translate into a positive customer experience? 
3. What are the keys to hiring and retaining employees who actively contribute to a positive customer experience? 
4. What are the potential downsides of relying solely on customer satisfaction scores to gauge success? 
5. How does company culture impact customer experience? 

Top Takeaways:   

• In business, customer service and experience are not just strategies. They are a way of life. It’s not just about how a company sells, but how it serves.  

• Companies that treat their employees well often provide better customer service. It’s not just about what the company offers to the customers but also about how it treats its people. When employees feel valued and happy, they pass that positivity to their customers. 

• Long-term and short-term goals can go side by side. A successful leader understands the importance of balancing two opposing ideas — figuring out how to address immediate customer needs without losing sight of the organization’s long-term goals.  

• Leading with a customer-focused mindset means putting in the work to elevate oneself first. Whether it is through music, exercise, meditation, etc., do what you must to elevate your own mindset so you can uplift your team and your customers.  

• The true measure of a company’s customer service comes from the customers themselves. It’s not about how high the numbers on your metrics can go. It’s about creating experiences that make customers want to come back again and again. 

• Plus, Blake shares more insights from her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today’s Customer. Tune in! 

Quote:  

“If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach.” 

About:    

Blake Morgan is a customer experience keynote speaker, dubbed by Meta as “The Queen of CX.” She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. She is the host of The Modern Customer Podcast. 

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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Embracing Changing Customer Needs 

Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times.  

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

1. How does Nordstrom balance tradition and innovation to stay relevant? 
2. How does a successful company prioritize social responsibility in its operations and community engagement? 
3. In what ways can businesses maintain strong connections with their customers in an increasingly digital world? 
4. How does social responsibility impact customer loyalty? 
5. How does an organization instill a culture of empowerment and trust to enhance the customer experience? 

Top Takeaways:    

• In its employee handbook, Nordstrom has only one rule: Use good judgment. It empowers employees by trusting their ability to assess a situation and make decisions based on their values. Nordstrom also empowers employees by sharing examples of what other excellent employees have done to solve problems. 

• Clear and transparent communication reassures both employees and customers. During challenging times, such as the pandemic, effective communication with leaders and stakeholders helps alleviate uncertainties, creates a sense of stability, and builds trust and confidence in the brand. 

• Customers prefer brands that support the same social causes that they care about. Social responsibility isn’t just about giving back to the community but also about understanding and respecting diverse values and perspectives. Embracing social responsibility means adapting to the changing cultural landscape, from hiring practices to ethical consumption and sustainable business operations.  

• Building and maintaining strong relationships with customers is the foundation of business stability. Going above and beyond to satisfy customers’ needs and create memorable experiences will result in positive word-of-mouth and enduring customer loyalty. 

• Balancing technology with personal connections and understanding the importance of human interactions is key to creating a differentiated and exceptional customer experience. 

• Timeless customer service stories from the past continue to inspire and are essential reminders of how businesses should serve their customers. These stories showcase principles that stand the test of time, emphasizing the significance of customer satisfaction and the impact of going above and beyond expectations. 

• Plus, Shep and Robert discuss the F.A.C.T.S. (flexibility, agility, communication, transformation, and social responsibility) of customer experience. Tune in! 

Quote:  

“Ultimately, it’s about how your decisions positively impact the customer, not just the company.” 

About:    

Robert Spector is an international keynote speaker, thought leader, and best-selling author. His book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, has become a business classic. His latest book, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service, is available now. 

Shep Hyken 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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A Good CX Starts With a Good EX – How to Create a Fulfilling and Meaningful Employee Experience 

Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment. 

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

1. How can every employee contribute to a better customer experience? 
2. How can company leaders support successful customer experience investments? 
3. What role does employee training play in improving customer satisfaction? 
4. What are common staffing mistakes that companies should avoid for better customer service? 
5. How are customer retention and employee retention similar? 

Top Takeaways:   

• A Good customer experience starts with a good employee experience. The CX will never be better than the EX. 

• An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose. 

• The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business’s success as delivering outstanding customer experience. 

• There is a quote that says, “You are the average of the five people you surround yourself with.” However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company’s and its employees’ success. As leaders, we are responsible for creating a team that helps each other excel. 

• Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company’s success. 

• Prioritizing employee satisfaction and fulfillment is essential for business success. Just as companies strive to fulfill their customers’ needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees’ growth and fulfillment. 

• Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company’s commitment to delivering exceptional customer experiences. 

• Plus, Shep and John discuss what “hire’s remorse” is and how to avoid it. Tune in! 

Quote:  

“The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers.”  

About:    

John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. 

Shep Hyken 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 Proactively Anticipate Customer Needs 

Shep Hyken interviews Mikhail Naumov,founder and CEO of Paylode Inc. He discusses how businesses can enhance their customers’ experiences by proactively addressing their secondary and tertiary needs, going beyond just selling their core products or services. 

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

1. What role do perks and incentives play in driving customer behavior? 
2. How can businesses elevate customer experience and create additional value for their customers beyond their core products and services? 
3. What challenges do businesses encounter when trying to provide complementary products and services to their customers? 
4. How can businesses use special offers and benefits to motivate and reward their customers? 
5. How do businesses in the B2C and B2B worlds differ in their approaches to offering additional value to their customers? 

Top Takeaways:   

• Proactively anticipate and address customers’ needs beyond your core product or service. Customers often face secondary and tertiary problems after making a purchase. Meeting them where they are and helping them solve these additional problems thoughtfully can create strong loyalty, engagement, and gratitude that can earn you customers for life. 

• By offering customers something outside of, but related to, your typical value proposition, you uplift their experience. This approach can set you apart from your competition and make your business stand out. 

• Every interaction with a customer is a chance to provide value. Businesses can take advantage of these opportunities by offering complimentary perks or rewards to engage, motivate, and reward customers for specific desirable actions.  

• When businesses want customers to take certain actions that benefit the business, they should consider what’s in it for the customer. Rewarding customers for desired actions can be a cost-effective strategy (and sometimes free) that provides value to the customer and the business. 

• Building and implementing a framework for offering complimentary perks and engagement programs doesn’t have to be overwhelming. With the right platform, businesses can streamline the process and launch loyalty programs efficiently, creating a seamless experience for both the business and the customer. 

• Plus, Shep and Mikhail discuss how companies in the B2B and B2C industries can best utilize customer perks and rewards. Tune in! 

Quote:  

” Your job may begin and ends with the sale, but customers often have secondary and tertiary needs that you may want to  proactively address.”   

About:   

Mikhail is the Founder & CEO of Paylode Inc and has been recognized by Forbes Magazine in the “Forbes 30 Under 30” list. He is the best-selling author of AI is My Friend: A Practical Guide for Contact Centers.  

Shep Hyken 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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Transforming Customer Experiences One Interaction at a Time

Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience. 

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

1. Will AI replace human employees? 
2. How can AI and human employees work together to enhance customer service? 
3. Why should companies prioritize customer experience? 
4. What is the role of AI in improving the interaction between employees and customers? 
5. In what ways can AI personalization impact customer loyalty and retention? 

Top Takeaways:   

• The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.  

• Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience. 

• Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.  

• Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.  

• The employee experience is closely linked to the customer experience. If the employees are unhappy and don’t feel they have the right policies and tools, your customers will not have a good experience. 

• AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers. 

• Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer’s only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships. 

• Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in! 

Quote:  

“Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively.” 

About:   

Brian Higgins is Verizon Consumer Group’s Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing 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 Curiosity and Innovation Can Transform Your Business 

Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses. 

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

1. How can companies effectively challenge the status quo to drive innovation in customer service? 
2. What is the “challenger mindset”? 
3. How can storytelling culture contribute to a company’s success in customer service and experience? 
4. What drives improvement and innovation in business? 
5. Why is it essential for companies to create products tailored to their customers rather than finding customers for their products? 

Top Takeaways:   

• An insatiable curiosity and a commitment to innovation enable leaders to constantly seek new ideas and solutions that create value for their employees and customers. This is how leaders remain relevant and impactful as their business  grows.   

• Creating a storytelling culture within the organization is an amazing tool for engaging customers and employees. It builds a culture that resonates with its audience and strengthens emotional connections. 

• Adopting the challenger mindset or zigging while others are zagging doesn’t always mean contradicting every idea. It means questioning the status quo and driving continual improvement. Leaders must promote an environment where employees are encouraged to challenge prevailing norms and seek opportunities to do things differently. This can lead to unique solutions and fresh approaches that set a business apart. 

• Shift from finding customers for your products to finding products for your customers. This customer-centric approach focuses on understanding and addressing the needs of your customers. 

• When hiring, prioritize individuals who embody a customer service-focused mindset. Seeking out employees who not only have the necessary technical skills but also demonstrate genuine care and approachability toward customers can significantly transform your business. 

• Plus, Joseph Michelli shares how the inspiration for his book, David and Aidan Tudehope of Macquarie Technology, has achieved great success by challenging the status quo of their industry. Tune in! 

Quote:  

“It’s not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers.” 

About:   

Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now 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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