Amazing Business Radio

Optimizing Process, People, and Technology to Create a Better Customer Service Experience 

Shep Hyken interviews Joseph Walsh, Vice President of Product Marketing for GoTo. He shares the Four Phases of the Contact Center and the significance of placing customer experience at the heart of your company’s operations. 

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

1. What are the four phases of a customer service center’s life cycle? 
2. Why is it important to understand customer demands in the context of social media and other communication channels? 
3. Why is it essential for companies to balance their technology, people, and processes? 
4. How can organizations evaluate and improve customer service to increase revenue and better serve customers? 
5. What potential risk do organizations face when they fail to focus on improving customer experience? 

Top Takeaways:   

• Managers and CX leaders must listen to what’s happening on the frontline and how customers interact with agents on the phone, chat, or AI. Find out where your frontline is excelling and what its shortcomings are. Analyze conversations, not just to grade but to determine if you are doing what is best for your customers. 

• Joseph shares the Four Phases of the Contact Center. 

• Phase 1 is all about customer-initiated conversations. Agents field multiple calls and answer queries following a script. The tech is often very limited to the standard phone system. There is little room for creativity, and it is all about compliance. 

• Phase 2 is about collaboration. Beyond the phone system, more technology and communication channels are introduced into the conversation. The CRM platform is integrated, so agents, subject matter experts, and everyone in the company are on the same page and can work together on the customer journey, products, and pain points.  

• Phase 3 is about entering the digital experience and growth. Customers and agents are using a full array of communication channels, such as web chat, social media, email, and more, that work seamlessly together. 

• Phase 4 is about automation, AI, self-service, and sustained growth. Customers are empowered to find answers and solve problems on their own through online portals and interactive web chats. Companies are finding ways to reduce repetitive tasks for agents and deliver faster answers to customers, resulting in a better experience for both. 

• Customers now turn to social media to seek help or voice their frustrations. If your company is on social media, embrace the entire medium, the people who use it, and their expectations. 

• Customer service is about more than fixing issues. It’s about enhancing the overall customer experience. Businesses can continuously evaluate and improve their customer service strategies, increase revenue, and build stronger customer relationships.  

• Plus, Shep and Joseph discuss the top channels for customer communication. Tune in! 

Quote:  

“To answer customer needs, you need the entire company working together. It’s about ensuring an organization can answer all customer queries and answer them the best they can.” 

About:   

Joseph Walsh is the Vice President of Product Marketing for GoTo. He helps organizations improve customer and employee experience and grow revenue by embracing digital technology. 

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 Trust, Readiness, and Humanity are Important in Crisis Management 

Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture. 

NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and  humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.     

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

1. How can effective crisis management contribute to a company’s success and customer experience? 
2. How can leaders effectively prepare for and navigate crises in their organizations? 
3. What lessons can leaders learn from military training to enhance their organization’s readiness for challenging times? 
4. How can leaders effectively build trust within their organizations? 
5. What role do empathy and humanity play in customer service and crisis management? 

Top Takeaways:   

• In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.  

• After an organization successfully handles a crisis or a “down day,” the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way. 

• Consistent training contributes to an organization’s culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis. 

• Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company’s mission and values. 

• Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization’s culture and their leaders’ intent. 

• Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in! 

Quote:  

“Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis.” 

About:   

Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief. 

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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Empowering Customer Interactions and Employee Engagement 

Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes. 

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

1. How is customer experience being transformed using AI? 
2. What are the evolving communication channels and customer support preferences in today’s digital landscape? 
3. What impact does AI have on job roles in the customer service industry? 
4. How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions? 
5. What role does AI play in balancing human and AI-driven customer support? 

Top Takeaways:   

• The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.  

• Businesses thrive when they prioritize creating a positive customer experience. A company’s success is directly tied to its ability to make customers feel valued.   

• Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement. 

• The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions. 

• The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers’ preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers. 

• Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in! 

Quote:  

“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.” 

About:    

Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture. 

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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Acquire and Keep Clients for Life 

Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition. 

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

1. How can companies create elevated experiences at every touch point for their customers? 
2. How does the concept of “lifetime value” impact customer-focused decision-making? 
3. What’s the significance of emotional engagement in driving customer loyalty and revenue? 
4. How can small, personalized gestures impact the customer experience? 
5. How does cultivating relationships with customers contribute to long-term profitability? 

Top Takeaways:   

• There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic. 

• Understand your customers’ lifetime value (LTV). By recognizing a customer’s potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.  

• Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities. 

• Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty. 

• Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in! 

 Quote:  

“What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement.” 

About:    

Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon. 

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

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How Building Resilience Can Positively Impact Customer Service 

Shep Hyken interviews Simon T. Bailey, world’s leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. 

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

1. How can practicing resilience impact customer service and experience in the workplace? 
2. What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? 
3. How can companies transform a transactional customer interaction into a lasting connection? 
4. What are some effective strategies for leaders to create an exceptional customer experience through their employees? 
5. How can a company build an emotional connection with its customers in a crowded market? 

Top Takeaways:   

• Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty. 

• See them as guests. 
• Personalize the experience. 
• Anticipate their needs. 
• Respond immediately. 
• Keep them loyal. 

• The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.  

• Resilience is important in both personal and professional life. It’s about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?” 

• Recognizing and acknowledging your employees’ efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.  

• Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance. 

• Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in! 

Quote:  

“Those who get the customer experience right make it common practice. It’s a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers.” 

About:   

Simon T. Bailey is the world’s leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.

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 Seamlessly Implement AI into Your Customer Support Process 

Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.  

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

1. How does AI impact customer experience and satisfaction? 
2. What are the key considerations for businesses when testing and implementing AI in customer service? 
3. What role does knowledge management play in shaping the quality of AI responses in customer service? 
4. How can AI help in providing a personalized customer? 
5. What are the challenges and benefits of implementing AI in business? 

Top Takeaways:   

• Artificial intelligence (AI) is changing  how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company’s specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees. 

• Implementing AI into business practices doesn’t have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It’s important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company. 

• Some companies make the mistake of creating a solution that’s great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout. 

• Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don’t put together a solution, be it AI, self-service, or any other type of technology, without an end in mind. 

• The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency. 

• Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in! 

Quote:  

“AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out.” 

About:   

Elizabeth Tobey is the Head of Marketing for NICE‘s Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C. 

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 Elevate Customer Experience and Strengthen Loyalty 

Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. 

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

1. What five steps are crucial for creating a five-star customer service experience? 
2. How can language and tone significantly impact customer service interactions? 
3. What are the potential drawbacks of companies relying solely on AI and technology for customer interactions? 
4. How does the human touch impact customer experiences in an increasingly tech-driven world? 
5. How does service recovery contribute to building customer loyalty and trust? 

Top Takeaways:   

• Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips! 

#1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers. 

#2 Use your customer’s name. Break down those walls immediately to create that instant connection. 

#3 Be genuine. Customers want to know that you care, not just that you have to care. 

#4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience.

#5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn’t just fix the problem, it restores confidence. 

• Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit.  

• While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience. 

• Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in! 

Quote:  

“Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don’t make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue.” 

About:   

Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER 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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The Impact of “Customer Research” on Achieving Customer Success 

Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. 

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

1. Why is it essential for companies to understand the specific needs of their customers?  
2. How can unstructured data from customer conversations be transformed into actionable insights?  
3. How can companies use conversational research to gain insights and improve the customer experience? 
4. How can companies effectively leverage customer feedback from call center recordings for improvements? 
5. How do companies use customer feedback to enhance products and services and better serve customers? 

Top Takeaways:   

• Customer success in any business is about making your customers successful so that they can, in turn, be more successful with their clients. It means understanding your customers’ core needs and matching them to a solution. The goal is to focus on how often the product or service is used and how it helps the customer succeed in their role and achieve their objectives. 

• Researching customer insights is not limited to a specific role or department. It’s something that everyone in a company can do to help improve products and services. This allows various teams in a company to learn more about their users and build their products or services accordingly. 

• Organizations are increasingly recognizing the importance of understanding customer feedback to inform decision-making. By analyzing and understanding customer conversations, companies can gain valuable insights that inform product development, customer support enhancements, and overall business decision-making. 

• Self-service customer support is becoming increasingly important. Many customers prefer to resolve their issues without interacting with a support team. Companies must create a seamless customer experience where customers can find answers to their questions without interacting with a support representative. 

• Transforming complex, unstructured data into actionable insights is key to helping teams build products their customers love. This involves taking conversations with customers and consolidating them into understandable insights. By making customer insights accessible and actionable, organizations can continually leverage this information to enhance their products, services, and support systems.  

• Plus, Sara shares what every customer success manager needs to know. Tune in!  

Quote:  

“If you’re confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it’s worth prioritizing.” 

About:   

Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware. 

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 AI for Marketing and Customer Experience 

Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. 

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

1. How can companies use AI effectively to enhance customer experience? 
2. How can businesses leverage multichannel marketing to increase customer engagement and retention? 
3. Why is it important for marketers to balance personalization with customer privacy concerns? 
4. What are the fundamentals of marketing and customer engagement that businesses should prioritize? 
5. What role does AI play in unleashing creativity and improving customer experience? 

Top Takeaways:   

• Effectively connecting with customers is a crucial aspect of marketing and customer service. Understand where your customers are and what tools and data are available to create personalized experiences. The goal is to provide value to the customers and meet their expectations while respecting their privacy and preferences. 

• Keep focusing on the fundamentals when it comes to customer engagement. Just like in sports, where great athletes consistently work on the basics, we should do the same. Our fundamentals include understanding our customers, communicating with our customers, and serving our customers.   

• It’s essential to be where the customers are and experiment with different channels to understand their preferences and effectively engage with them. Using multiple channels, such as email, SMS, push notifications, and other emerging platforms, can improve customer relationships and increase retention and conversion rates.  

• One of the top trends that The 2024 Global Customer Engagement has discovered is that creativity and strategy work together with AI. Artificial Intelligence and technology can help automate processes, allowing marketers and customer support agents more time to focus on creativity and strategy. This can include automating repetitive tasks, enhancing analysis, and predicting customer segments. You can access The 2024 Global Customer Engagement for free. 

• Companies should aim to find the right balance between personalization and avoiding the “creepiness factor” by understanding and meeting customer expectations. Customers expect brands to provide value by understanding their preferences and needs. Companies need to use data to create personalized experiences while respecting customer privacy. 

• Plus, Shep and Spencer discuss what successful brands are doing to engage with their customers. Tune in! 

Quote:  

“Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels.” 

About:   

Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels. 

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 Leverage AI and Personalization to Anticipate and Exceed Customer Needs 

Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. 

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

1. How can technology aid in creating personalized customer experiences for businesses? 
2. How does personalization impact purchasing decisions? 
3. What role does data play in predicting and understanding customer preferences? 
4. What are some ethical considerations when using AI and technology for customer interactions? 
5. How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them? 

Top Takeaways:   

• Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience.  

• Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service. 

• The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs. 

• To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.”  

• Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer’s preferences and history with the brand. 

• Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in! 

Quote:  

“We have to think about how we  will use AI responsibly and ethically and not introduce unintended consequences or bias.” 

About:   

Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology. 

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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