DateTime Object ( [date] => 2022-05-25 09:37:15.077711 [timezone_type] => 3 [timezone] => UTC )
  • The Seven Deadly Sins of Customer Experience Featuring Guest Jeff Nicholson

    The Seven Deadly Sins of Customer Experience Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader Featured Interview: Jeff Nicholson enlightens listeners to what he refers to as The Seven Deadly Sins of the Customer Experience Journey. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. Top Takeaways: There are seven deadly “sins” along the journey of meeting customers’ needs: 1. Proximity – Are you aware of, or are you close enough to, your customer’s moment of need? Customers want to be able to cognitively offload their need onto the company. The resolution or fulfillment may not come immediately, but the offload of the need can happen sooner and the customer will feel better knowing it’s being taken care of. 2. Accessibility – Your service, is it fit for function, and in the way that the customer wants to consume it? Companies often offer services in a way that works well for them, without keeping the customers’ needs in mind. They offer answers on their own terms, not on the terms of the customer. 3. Duration/Expediency – How fast can you resolve an issue? Some processes will take time, but where can you speed up the process? Keep in mind, this doesn’t mean that you rush your customers. 4. Visibility – Are you transparent? Customers want to know where they stand. Even if something is not yet resolved, customers want to know what step of the process they are at. If something can’t be quick, let the customer know; keep them in the loop. When they are informed, they feel valued. 5. Disconnectedness – Is there continuity across all channels? Is your business consistent on the website, on social media, et cetera? Can customers find all of the same information no matter the chosen source? 6. Irresolution – How accurate are you? Did you resolve the problem, or just resolve the call? Is the customer all set, or will they have the same problem again? Are you in such a hurry to resolve the situation that you fail the customer in their journey? Never leave a customer needing more help. 7. Amnesia – How well do you remember the customer and their information? When the customer returns to a channel, does their info get saved or is everything lost, causing them to start over from scratch? About: Jeff Nicholson is Vice President of CRM Product Marketing at Pegasystems. Jeff leads Pega’s CRM market on vision and strategy. A recognized customer engagement thought leader, Jeff works closely with industry analysts and has been a frequent presenter at CRM industry events on subjects including consumer engagement strategy, customer analytics, digital marketing, and customer journey best practice. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

    DateTime Object ( [date] => 2022-05-25 09:37:23.848654 [timezone_type] => 3 [timezone] => UTC )
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    There Is No Such Thing as Over-communicating With Your Customers

    Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home, one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more. 

    Top Takeaways:   

    ·      Jeffrey Mezger’s mantra is to be the most customer-obsessed builder in the world. A lofty goal, but it is their “north star” and keeps everyone in alignment with its vision. If ever in doubt, he wants every employee to ask, “What would the most customer obsessed company in the world do?”

     

    ·      How do you deal with bad news? You have to over-communicate in every step. You can't possibly communicate enough, especially if it involves a life-changing purchase.

     

    ·      Economic conditions and supply chain issues disrupted customer service. When delays due to the supply disruption happen, take it up another level and make sure to communicate even more.

     

    ·      The more you communicate with your customer, even if it's about delays or bad news, they feel like they have control because they have a piece of knowledge.

     

    ·      How do you ensure that you stay on top? You can never stop raising the bar, always aiming for a higher target by listening to what your customers want along the way.

     

    ·      A customer-obsessed organization starts with knowing what the customer wants and then partnering with them to achieve it. That’s a  winning combination.

     

    Quote:

    "Giving customers information is much more impactful and beneficial than saying nothing. Even if it's something that is unpleasant, you have to talk to your customers."


    About:  

    Jeffrey T. Mezger is the Chairman, President, and Chief Executive Officer at KB Home, one of the most recognized brands in homebuilding. Under his leadership, KB Home established itself as one of the most recognized brands in homebuilding. 

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

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    Investing in Customer Service

    Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service.

    Top Takeaways:   

    ·      Why don't all companies deliver a great customer experience? The first reason is that business leaders often focus on the next 30 days instead of long-term investing in their brand. The second reason is some leaders don't treat employees the way they want their customers to be treated.

     

    ·      How do you convince the C-suite to invest in customer service? Show the C-Suite leadership what they are interested in and be specific with the numbers. They are interested in customer churn because when customers leave, the company losses money. They are also interested in customer lifetime value. Assign a dollar value to all the good things that could happen as a result of investing in customer service, and you will capture the attention of the C-Suite.

     

    ·      Your customers don't only compare you to your direct competitors or big brands with recognizable logos and brands. They also compare you to the little shop down the street that treats them so well that they can't wait to come back. The best companies, large or small, set the bar higher for all of us.

     

    ·      Hire the right people and train them well. Utilize what they are already good at and align it to what your organization is doing. 

    Quote:

     "Leadership must walk through their customer's journey. They must ask themselves, ‘Am I proud of this? If I was a customer, would I have friction in doing this customer experience?’"



    About:   

    Michel Falcon is a restaurant entrepreneur and keynote speaker. He uses company culture and customer experience management strategies to build his latest restaurant brand, Brasa Peruvian Kitchen. He is the author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People.

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

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  • Investing in Customer ServiceShep Hyken interviews Michel Falcon, keynote speaker,...
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    Reinforcing Behaviors that Shape Your Organization’s Culture

    Shep Hyken interviews Dan Cockerell, Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How's the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loyalty from employees and customers.

    Top Takeaways:  

    ·      Culture can be defined as "How things are done around here." It is based on your values, it defines what your best practices are, and how you hire people who are going to believe in that culture.

     

    ·      Any organization can decide what its culture is and then start to go after it with intentionality. It is not a matter of cost; you can't buy culture. It is a matter of will.

     

    ·      Dan Cockerell shares how organizations can create the right culture that makes a long-term impact on employees and customers:

     

    1.    Hire the right people. Look at the people in your companies who are superstars and figure out what makes them great. Then, find people who have the same fire and great attitude.

     

    2.    Train them right. Set clear expectations from the beginning, starting from the interview and onboarding process. Your employees should understand why what they do is important in the overall customer experience.

     

    3.    Treat them right. Treat employees with respect. Listen to them, equip them with the right tools, and help them when they need it. Recognize them when they do a great job so you can reinforce the good behaviors that bring a stronger culture.

    Quote:

    "Money is not a long-term differentiator to keeping your employees happy. It is important because it helps you do things in life, but when it comes to human nature, people don't perform for money. What they do every day gives them the purpose that will make them stay in your organization."

     

     

    About:  

    Dan Cockerell is a retired 26-year Walt Disney Company VP who now owns Cockerell Consulting Group with his wife Valerie. He is the author of How's the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. 

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

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  • Reinforcing Behaviors that Shape Your Organization’s CultureShep Hyken interviews Dan...
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    How to Use TikTok for Marketing and Customer Service

    Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. 

    Top Takeaways:  

    ·      Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer.

    ·      The fastest-growing content on TikTok right now is catered to B2B.

    ·      Dennis Yu shared these tips (and more) on how to use TikTok for business:

    1.    Keep TikToks at 15-30 seconds long. ByteDance, the parent company that owns TikTok, found that the most viral videos are 22 seconds long. 15 to 30 seconds is the sweet spot because you have to have a high completion rate. Your audience needs to watch until the end of the video.

    2.    Advertise on TikTok. The price to advertise TikTok is about 1/4 of what it is on Facebook because the supply is higher than the demand. There are so many users, and there are not that many advertisers. This might change in a year.

    3.    Use Spark Ad. It lets you boost another user's content. Brands can boost their customers' content using a code. Spark Ads performs differently than if you were to post from your brand account because everything on TikTok needs to feel human and personal.

    4.    Repurpose content. We want to repurpose content that has already worked on YouTube, Facebook, blogs, etc., and turn those into TikToks. 

    Quote:

    “TikTok in 2022 is Facebook in 2007. Now, it has more traffic than Google, a higher average watch time than Facebook or Netflix, and it is now the top downloaded app.”



    About:  

    Dennis Yu is a Digital Marketer, Speaker, Agency Builder and the CEO BlitzMetrics. He is the author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes!  


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

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  • How to Use TikTok for Marketing and Customer ServiceShep Hyken...
  • Array ( [id] => 8ba47886-ca40-11ec-89f9-bbf4586c0f5e [createdAt] => 2022-05-02T19:51:51.063+02:00 [updatedAt] => 2022-05-02T20:06:06.940+02:00 [title] => Customer Service and Issue Centricity Featuring Devin Poole [pubdate] => 2022-05-03T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/8ba47886-ca40-11ec-89f9-bbf4586c0f5e/image/Devin_Poole_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Empowering Customer Support Agents with Data

    Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa, the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

    Top Takeaways:  

    ·      Issue Centricity is a focus on a customer's specific situation. It is making sure that support agents have the right data and information about the problem, the issue and resolution history, and the context of where the customer is coming from at their disposal.  

    ·      When support agents don't understand the full scope of the customer's situation, they can only be reactive. If they have access to the right information, they can solve issues without the customer having to repeat their story again and again. They can feel empowered to guide the customer to the best possible solution or send them to the self-service option if that is more convenient for them.

    ·      When customers call about a problem and interact with support agents whose goal is to resolve the issue and teach them about the best ways to use the company instead of upselling, they become more valuable to the company's bottom line in the long term. 

    ·      If you do something internally, whether it is new software, system, or process, that creates more work or difficulty for your employees, it's going to be felt on the outside by customers.

    ·      We need to get people to recognize that an internal customer support department that focuses on doing nothing but answering questions and resolving complaints is part of the relationship-building that other departments need to drive more sales. 

    Quote:

    "Customers are like water. They will go to the easiest route downhill. They only care about the most convenient resolution to their problem."

     

     

    About:   

    Devin Poole is the Senior Director of CX Strategy at Dixa. He is responsible for understanding the needs of customer service & experience leaders, shaping product development initiatives, and advising Dixa clients on best practices in service and experience effectiveness.


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

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  • Empowering Customer Support Agents with DataShep Hyken interviews Devin Poole,...
  • Array ( [id] => 8f98bb94-c4b6-11ec-b8d3-cf6d9047884b [createdAt] => 2022-04-25T18:41:31.330+02:00 [updatedAt] => 2022-04-25T18:51:49.897+02:00 [title] => The Culture Playbook Featuring Daniel Coyle [pubdate] => 2022-04-26T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/8f98bb94-c4b6-11ec-b8d3-cf6d9047884b/image/Daniel_Coyle_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    How to Develop Workplace Culture Like a Skill 

    Shep Hyken interviews Daniel Coyle, New York Times bestselling author of  The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. They discuss developing your team’s culture as a skill through consistent action, practice, and reflection.

    Top Takeaways:  

    ·      Culture is not about words. Culture is about actions and behaviours.

    ·      We always think that culture is like the personality of a group. That's not true. Culture is performance. It is when people act in such a way that contributes to the team’s performance.

    ·      Daniel Coyle shares three tips (out of 60!) from his book, The Culture Playbook: The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed.

    Tip #1. Keep an open face. Our face is like a door. It has two settings, closed and open. Our face is closed when our thoughts are focused inwards. It is open when we communicate energy, interest, excitement, and enthusiasm.

    Tip #2. The two-line email. Ask your employees to send you a two-line email with these prompts: Tell me one thing you want me to keep doing, and Tell me one thing you want me to stop doing.

    Tip #3. AAR or After Action Review. AAR is a 5-minute meeting that has a massive impact on strength and performance. After you do something with your team, pause and ask these three questions: What went well? What didn't go well? What are we going to do differently next time?

    ·      Daniel also shares more ideas about pillars of building culture, the subtraction game, and the benefits of "taking a pause" in this busy world. Tune in!

    Quote:

    "Great cultures operate like a flock of birds in a forest. They stay connected. They self-organize to go past problems and move toward their goal."



    About:  

    Daniel Coyle is a New York Times bestselling author of The Culture Code, The Talent Code, The Little Book of Talent, The Secret Race, and Hardball: A Season in the Projects. His latest book is The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed.  

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

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  • How to Develop Workplace Culture Like a Skill Shep Hyken interviews...
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    The 5 Core Concepts to Customer Service

    Shep Hyken interviews Chris Lynam, Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World. They discuss how your organization can implement the five core concepts of good customer service.

    Top Takeaways: 

    • Chris shares THE 5 CORE CONCEPTS TO CUSTOMER SERVICE from his book, The Choreography of Customer Service.

    1. The Backstory: Customer service professionals should discover what steps have led the customer to their business. Instead of asking, "How can I help you right now?" ask, "What has brought you in here today?"

    If customer service professionals know their customer's backstory, they will be able to put themselves into their customer's shoes. This is how they can provide the level of service that they would want themselves.

    2. The Negative: When you genuinely care for your customers, you will give them the "cautionary tale" when necessary. The most appropriate advice may not always be what the customer wants to hear. But, if it will give your customers the best outcome, you have to make sure they get the complete picture.

    3. The Secret Mission: There is something unique that differentiates you from others and will help you outperform what might be considered average in your field or industry. 

    4. Muscle Memory: What attitudes and good habits developed over time come naturally to you as you serve your customers?

    5. Return on Investment: How do you measure the return of investment on the frontlines? The return on investment is not necessarily measured by dollars. It can be measured by customer behaviour. It can be a compliment or the customer coming back to do more business with you.

    • Chris also talks about building your customer team like you are preparing for a bank heist. Tune in to find out what this means and if you should be preparing for your own "bank heist."

    Quote:

    "Feedforward instead of feedback. Instead of examining customer interactions after they happen, prepare your customer service team for different scenarios before they go out into the frontlines."

     

    About:  

    Chris Lynam is a customer service expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor, and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.

     

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

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  • The 5 Core Concepts to Customer ServiceShep Hyken interviews Chris...
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    How Communication Affects the Employee and Customer Experience

    Shep Hyken interviews Dorian Stone, Head of Organizations Revenue of Grammarly Business. They discuss how communication affects an organization's productivity, experience, and revenue.

    Top Takeaways:  

    ·      Communication is part of the experience. If you don't communicate well with your customers and employees, you are giving them a bad experience.

     

    ·      The Harris Poll research estimates that US businesses are losing $1.2 trillion annually due to poor communication.

     

    ·      Dorian Stone shares what organizations can do to improve communication and experience for employees and customers.

     

    1. Do the math on how much time employees spend on written communication. Most knowledge workers, such as chat agents and email support agents, spend about half of their workweek writing into a system (chat, email, CRM, etc.). Reduce the time they spend writing by helping them eliminate errors, reduce rework, and maintain the appropriate tone through a writing assistant.

    2. Look at the English as a Second Language (ESL) versus English First Language mix of your business and then understand the dynamics. Examine the makeup of your workforce and see what your employees are working on. Evaluate how natural and consistent that communication flow is across all teams.

    3. Look at where you've made your recent investments. Ask yourself how much safety valve investments are there to avoid errors versus how many are really about throughput. Invest in systems that make things efficient and easy for your employees.  

    Quote:

    "Poor communication is a frustrating productivity issue. Tasks have to be done twice when communication is ineffective."

     

    About:  

    Dorian Stone is Head of Organizations Revenue of Grammarly Business, overseeing all operations for the integrated business solution. Previously, Dorian was VP of customer experience strategy and marketing at Medallia. He was also a co-founder and leader of McKinsey & Company’s Global Customer Experience practice and a program director and volunteer in the Peace Corps.

     

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

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  • How Communication Affects the Employee and Customer ExperienceShep Hyken interviews...
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    The Link Between the Top Rated Customer-Focused Companies and the Stock Market


    Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.

    Top Takeaways:

    ·      ACSI, or the American Customer Satisfaction Index, researches and tracks more than 400 of the largest corporations in the U.S. marketplace on their customer satisfaction scores.

    ·      There's a correlation between top-performing companies in the ACSI and companies who do well in the stock market. The 35 top-performing companies, according to the ACSI, have had a return of… (Dr. Fornell suggests sitting down as you read this number) 1788% in the last 15 years.

    ·      Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. Make sure that your customers come back for the right reasons. 

    ·      There are obvious issues that companies need to fix to solve customer dissatisfaction: wait time, ease of use, and segmentation.

    Wait time - If the search, shopping, and buying experience take longer than expected, it creates a problem for the customers.

    Ease of use - If it's complicated and the customer often needs help, it affects their experience.

    Segmentation - Don't just segment on age, gender, or location. Segment your customers according to categories that affect the customer’s sensitivity to higher quality. Know what customers are looking for in your products and design customer experiences that deliver them.

    Quote: 

    “Buying loyalty is keeping the price low. Earning loyalty is keeping your customers satisfied.”

     

    About:  

    Dr. Claes Fornell is the founder of the American Customer Satisfaction Index (ACSI), a monthly economic indicator of the quality of economic output, and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.

     

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

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  • The Link Between the Top Rated Customer-Focused Companies and the...
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    Employee First: How Culture, People, and Service Work Together

    Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization. They discuss how to create a culture of safety, inclusion, and empowerment. 

    Top Takeaways: 

    ·      Think about how you want employees to treat your customers, flip it and say, ”Are we treating our people that way?”

    ·       Start with the experience you create for your employees. When you support them to grow their skills and knowledge, they can better take care of customers.

    ·      Leaders have to show up with more empathy and understanding. If you want your people to stick around, you must make them feel appreciated.

    ·      If every person in a leadership position would make it a point to get to know their employees better, that would be a huge step in keeping your employees.

    ·      Listen to your people in a way that you never have before. Model what excellent customer service is, give them confidence by creating opportunities to increase their skills, provide them with agency so that they're empowered to help the customer, and create a culture where they feel safe.

    Quote: 

    “Focus on the employees first. Their experience is the foundation of what will happen to your customers.”

     

    About: 

    Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization. They discuss how to create a culture of safety, inclusion, and empowerment.

     

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

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  • Employee First: How Culture, People, and Service Work TogetherDonna Cutting...
  • Array ( [id] => 755b2462-a916-11ec-8ab6-278a56936406 [createdAt] => 2022-03-21T13:57:26.423+01:00 [updatedAt] => 2022-03-21T14:08:47.794+01:00 [title] => 10 Principles of Customer-Centricity Featuring Annette Franz [pubdate] => 2022-03-22T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/755b2462-a916-11ec-8ab6-278a56936406/image/Annette_Franz_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    How Winning Organizations are Built

    Shep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. They discuss why customer-centricity needs to be understood and lived by the whole organization.

    Top Takeaways:  

    Annette Franz shares the 10 key defining foundational principles that ensure customer-centricity from her latest book:

    1. Culture is the foundation. Culture is core values plus behaviors. It needs to be deliberately designed to be customer-centric.

    2. Leadership commitment and alignment are critical to success. Customer centricity cannot just be one department or one person. It needs to be organization-wide.

    3. Employee experience: employees must be put more first. When employees are happy and engaged, they will be more productive.

    4. People come before products. Put the people first and take the time to understand who they are, their needs, pain, and what they are trying to do. Understanding our customers is how we can develop products for them instead of finding customers for our products.

    5. People come before profits. Profits and shareholder value are outcomes. Great customer experiences are how we make sure that we get to those outcomes.

    6. People come before metrics. If you focus on numbers and metrics, you do things differently than when you focus on improving the experience, which will ultimately move those numbers.

    7. Customer understanding is the cornerstone. The voice of the customer is the cornerstone to every discussion, decision, and design of a customer-centric culture.

    8. Governance bridges organizational gaps. Governance has two parts to it- the structure and the operating model. The structure is all of the committees that we have to get the organization working together to benefit the customer. The operating model is the people, the tools, the data, and the processes.

    9. Outside-in thinking and doing vs. inside-out thinking and doing are core. Thinking outside-in is bringing the customer's voice into everything we do.

    10. The Platinum Rule® rules. We’re all familiar with The Golden Rule, which is to treat others the way you want to be treated. Franz shares an important lesson from Dr. Tony Alessandra’s concept he calls The Platinum Rule, which is to treat others the way they want to be treated.

    Quote:   

    "A customer-centric culture is a collaborative culture. It's all about bringing the organization together to make sure that the customer has a better experience."

     

    About:  

    Annette Franz, CCXP, founder and CEO of CX Journey Inc., is an internationally recognized customer experience thought leader, coach, and keynote speaker. She is the author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her latest book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, is now available.

     

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

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  • How Winning Organizations are BuiltShep Hyken interviews Annette Franz, founder...
  • Array ( [id] => 42167630-a38d-11ec-a086-53fc2643441f [createdAt] => 2022-03-14T12:52:43.559+01:00 [updatedAt] => 2022-03-14T13:07:01.409+01:00 [title] => The Metail Economy Featuring Joel Bines [pubdate] => 2022-03-15T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/42167630-a38d-11ec-a086-53fc2643441f/image/Joel_Bines_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Six Ingredients for Transforming Your Business to Thrive

    Shep Hyken interviews Joel Bines, managing director and global co-head of the Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer.

    Top Takeaways:  

    Joel Bines shares the six ingredients for transforming your business to thrive in this Metail economy: curation, customization, category expertise, cost, convenience, community.

    1.    Curation: The art of defining and producing a set of experiences (products, locations, digital, physical, etc.) so that the person thinks that someone picked all of these things just for them.

    2.    Customization: Consumers want to have a say in the products they want to spend their money on. Because of technology, it's never been easier to customize some experience component. That doesn't mean it has to be bespoke. You can provide the illusion of customization by finding things that give the consumer the sense that they are customizing something. Add one or two more, and you're fine. You don't have to build one thing at a time.

    3.    Category expertise: Expertise means that any question that customers might have is easily answered by the person they are talking to.

    4.    Cost: If you are going to use cost as a competitive advantage, then it has to be the lowest cost at all times because consumers are smart and savvy with technology. It’s easy to find a lower cost, if there is one.

    5.    Convenience: The question you need to ask when thinking that convenience is an advantage is, “Who is it convenient to?” Too often, company executives start with convenience for the company. If the answer is not “convenient for the customer,” then you’re doing convenience wrong.

    6.    Community: If you're going to build a community of people, you have to make sure that every part of your organization is set up to serve that community. It is very difficult to build a community, but losing a community is very easy.  

    Quote:   

    "Customers' tolerance and friction level for customer experience is lower than ever. Customers know what they want, and if the companies they do business with cannot give it to them, they go somewhere else."


     

    About:  

    Joel Bines is a managing director and global co-head of the Retail Practice at the business consulting firm AlixPartners. He is widely regarded as one of the world's leading operational strategists with a 30-year track record of improving performance at retailers, brands, and consumer companies.

     

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

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  • Six Ingredients for Transforming Your Business to ThriveShep Hyken interviews...
  • Array ( [id] => ea91c366-9a80-11ec-970e-6387c16cf205 [createdAt] => 2022-03-03T00:31:42.300+01:00 [updatedAt] => 2022-03-03T00:46:10.784+01:00 [title] => The Customer Experience Is More Important Than the Product Featuring Simon Harrison [pubdate] => 2022-03-08T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/ea91c366-9a80-11ec-970e-6387c16cf205/image/Simon_Harrison_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    CX Is More Important Than Ever!

    Shep Hyken interviews Simon Harrison, Senior Vice President and Chief Marketing Officer of Avaya. They discuss the importance of creating a personalized and effortless customer experience.

    Top Takeaways:  

    ·      Your customers aren't just comparing you to your direct competitors anymore. They are comparing you to the best. For example, customers may ask, Why can't your app be as good as the Peloton app? Why can't your speed be as quick as Amazon's?

     

    ·      If there is a choice between customer experience and the product, CX will usually win. You can have the best product, but if you don't create an experience around it that works for the customer, they will find another provider.

     

    ·      Our experience ambitions have changed in all aspects of how we live our life, how we keep fit, how we eat, how we shop, or how we travel. Companies need to aim for composability, propose solutions to create the right kind of experiences, and make sure that people feel good about what they do.

     

    ·      To realize the benefits of personalization, suggesting what people want and how they want it should be part of how we engage our customers, staff, colleagues, and everyone in our ecosystem.

     

    ·      We must personalize our digital experiences until it rivals the person-to-person experience. Customers need to feel like you are talking to them, even in digital transactions.

    Quote:  

    "In this challenging experience economy, we need employees who are connected and empowered. Creating great experiences is enabled by employee experiences. They need to have great experiences themselves."

     

    About:  

     

    Simon Harrison is the Senior Vice President and Chief Marketing Officer of Avaya, leading the global marketing function to engage with new and existing customers and partners, driving adoption of the company’s software solutions, and supporting Avaya as one of the leading player in a dynamic digital communications market.

     

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

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  • CX Is More Important Than Ever!Shep Hyken interviews Simon Harrison,...
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    The Gap Between Your Marketing Message and Frontline Teams

    Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView, a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams.

    Top Takeaways:  

    ·      Do you know what the people talking to your customers think of you? The employees who talk to your customers, the people who represent you, are the gatekeeper of your brand’s message.

     

    ·      Just because people get a paycheck from the brands that they represent, it doesn't mean that they can deliver every message perfectly, or that their training is going to stick.

     

    ·      The people who live in the trenches have a unique perspective on the customer experience and the brand promise. They get feedback from customers. They see how decisions are made in real-time. They have valuable input that can help leaders make better decisions. Leadership needs to take advantage of their knowledge!

     

    ·      The goal of marketers is to reach the customer, to drive demand, to catch interest, to capture attention, and to set expectations. We encourage marketers to ask themselves - How do we equip our people to understand, align, and confidently deliver on these expectations?

     

    ·      The base level of what customers expect from you continues to go up. They can buy the product that you are selling elsewhere. What customers are looking for are the brands that can deliver that extra layer of value. They are looking for the best company who creates the most amazing service. 

    Quote:  

    "There is nothing better than dealing with somebody on the frontlines that truly believes and cares about the brand that they represent"


    About:   

    Chris Wallace is the Co-Founder and President of InnerView. Chris and his team have developed the Brand Transfer Study tool which helps companies measure brand message alignment and engage their frontlines in innovative new ways.

     

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

      

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  • The Gap Between Your Marketing Message and Frontline TeamsShep Hyken...
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    Teaching Employees How to Smile

    Serving Internal Customers First 

    Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first. 

    Top Takeaways:  

    ·      Teaching employees how to "smile" starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to take ownership.

    ·      The external customers are important, but the people that are going to serve those customers are also our customers, known as internal customers. We must properly serve our internal customers, even before we send them out to serve others.  

    ·      We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders. We send them out and they're not able to find out what their guests need from them because they're modeling how their leaders treat them.

    ·      Every leader needs to understand their leadership style. Understanding their style allows them to adjust to the different personalities and styles of their team members.

    ·      Have conversations with your team to better understand what they need from you. Ask them, "What can I do to help you move further into your career or into this position?"

    ·      We have a cultural problem where employees are afraid to speak up. They are afraid they will get punished if they do something wrong or if they say something that may be viewed as negative toward their manager. We have to put them at ease so they know it is okay to speak up.

    Quote:  

    "Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person."


    About:  

    Stephanie Coradin is the founder of DEMBO Inc, she has over 18 years of experience in providing leadership and development training, and life coaching to individuals and groups from varied industries. Stephanie is an advocate of employee empowerment and dynamic leadership. 


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

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  • Teaching Employees How to SmileServing Internal Customers First Shep Hyken interviews...
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    What it Takes to Deliver Great Experiences at All Levels 

    Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. 

    Top Takeaways:  

    ·      It's no longer sufficient just to talk about customer experience in isolation. We have to start thinking about it holistically and ask, “What does it mean for the entire business?”

    ·      There's a lot of power in a place called the "gemba", meaning the real place. In business, "gemba" is the place where value is created. Figure out where the gemba in your business is and ask yourself, “How can I go there? And, how often do I go there to understand what's going on with my customers and my employees?

    ·      On feedback… Psychologically, with a blank text box, people don't know where to start or how to start. When you are asking for qualitative feedback, guide your customers by creating a fill-in-the-blank item. Lead with statements like, "Your experience would be better if we..."

    ·      Some leaders and executives are suffering from the Jekyll and Hyde Syndrome. Even a reasonable person might reach a point where they, without realizing it, would treat customers in a way that they themselves wouldn't find acceptable. 

    ·      All proceeds of Adrian's book, Punk XL will go to Doctors Without Borders as an acknowledgment of the work that they have done for the last 50 years. How cool is that!

    Quote:  

    "When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. Respect their time by keeping it as short as you possibly can." 


    About:  

    Adrian Swinscoe has been growing and helping develop customer-focused large and small businesses for over 25 years. He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.

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

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  • What it Takes to Deliver Great Experiences at All Levels Shep...
  • Array ( [id] => 9889099c-87ef-11ec-b41e-6783d6ad34dd [createdAt] => 2022-02-07T09:26:06.714+01:00 [updatedAt] => 2022-02-07T16:13:26.683+01:00 [title] => An Evolutionary Moment for CX Featuring Steve Peltzman [pubdate] => 2022-02-08T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/9889099c-87ef-11ec-b41e-6783d6ad34dd/image/Steve_Peltzman_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Building a Reactive and Predictive Customer Experience

    Shep Hyken interviews Steve Peltzman head of FeedbackNow, Forrester’s AI-powered physical & digital solution. They discuss how companies can sense, analyze, and react to issues that affect customer experience. 

    Top Takeaways: 

    ·      Wherever customers go, something is different. COVID has caused customers to feel anxiety and a lack of control. Good companies recognize this and have stepped up and are doing something different. 

    ·      Throughout the pandemic, new expectations have been created. Companies have made things easier for their customers, who expect this same level of service to continue, even after the pandemic.

    According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort. In 2022, consumers will turn to uplifting, pleasing products and experiences that offer a reprieve from the ongoing uncertainty.

    ·      Every advancement creates new complexity and awkwardness that every company has to adjust to. For example, in healthcare, practitioners need to master "Zoom-side manner" aside from the traditional bedside manner.

    ·      Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience.

    Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback.

    ·      Use feedback and data to understand the breaking point where a customer becomes upset when the issue is not properly addressed. For example, if, on average, your customers are willing to stand in line for 5 minutes but they start to get upset at the 10-minute mark, open up a new line at 9 minutes. 

    Quote:  

    "COVID has brought consumers' CX expectations up to unprecedented levels. Even as we recover, those expectations will largely remain. They want and seek control and comfort."

     

    About:  

    Steve Peltzman is Forrester’s first Chief Business Technology Officer. He now leads FeedbackNow, Forrester’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time. 


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

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  • Building a Reactive and Predictive Customer ExperienceShep Hyken interviews Steve...
  • Array ( [id] => 65ae38fe-826c-11ec-9ed4-f3d5cac09df3 [createdAt] => 2022-01-31T09:04:21.507+01:00 [updatedAt] => 2022-01-31T09:12:21.922+01:00 [title] => How to Make It Easy for Customers to Find Answers Featuring Joe Jorczak [pubdate] => 2022-02-01T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/65ae38fe-826c-11ec-9ed4-f3d5cac09df3/image/Joe_Jorczak_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    The Power of an Easy Search

    Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext, a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. They discuss how customers, support teams, and support leaders can utilize the power of search to create a great user experience.

    Top Takeaways:  

    ·      Every question starts with a search. Whenever there was a question, people used to go to the library, ask a friend, or call a store. But now, most of these activities have moved online.

    ·      In a research with 1500 respondents, Yext found out that "85% of customers say that being able to find information or resolve an issue themselves versus contacting customer support is either very important or fairly important."

    ·      Most brands don't make it easy for customers to find answers. This is not on purpose. Many brands are still hamstrung by the old ways of organizing information - they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization.

    ·      Customer support teams are under pressure. A lot of them are still measured by metrics like average handle times, the number of resolutions per day, ticket queue, and backlogs. They have the challenge of jumping across multiple knowledge bases to find the information that customers are waiting on. This takes time and is frustrating for support agents.

    ·      Support leaders are turning to chatbots and virtual assistants to help meet customer expectations. However, customers may phrase questions in a way that chatbots are not yet designed to answer. This is frustrating for customers. 

    Quote:  

    "85% of customers say that being able to find information or resolve an issue themselves versus contacting customer support is either very important or fairly important."


    About:  

    Joe Jorczak is the Head of Industry for Service & Support at Yext where he is responsible for defining and executing the strategic direction for the company's service and support offerings.  

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

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  • The Power of an Easy SearchShep Hyken interviews Joe Jorczak,...
  • Array ( [id] => 1f6dceea-7d26-11ec-ab92-1f5093473707 [createdAt] => 2022-01-24T15:58:43.058+01:00 [updatedAt] => 2022-01-24T16:06:11.674+01:00 [title] => The Voice of the Customer Featuring Dave Carruthers [pubdate] => 2022-01-25T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/1f6dceea-7d26-11ec-ab92-1f5093473707/image/Dave_Carruthers_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Using Feedback to Drive Change in the Customer Experience

    Shep Hyken interviews Dave Carruthers, CEO at Voxpopme, a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer's experience.

    Top Takeaways:  

    VoC or Voice of the Customer is hearing directly from customers about all aspects of their journey to make continuous improvements to all areas of that experience. If done right, it can be a huge driving force for all businesses. So how can companies gather these valuable insights from their customers?

    Here are the top 3 ways:

    ·      Timely: Real-time feedback is key. The longer the time lapses between the experiencing and asking for feedback, the more likely the customer's recollection of their journey will be blurred.

    ·      Flexible: It's all about giving the choice back to the customers. They should be able to decide when and how they can give feedback.

    ·      Personalized: CX practitioners should take a look at what they already know about their customers and their experiences and base their subsequent survey/feedback questions on that.

    Tune in for more insights on collecting, analyzing, and using feedback to make meaningful changes in the customer's experience.

    Quote:  

    "All customers want to feel heard, that their opinion matters, and that they are not providing feedback which just goes into a black hole."

     

    About:  

    Dave Carruthers is an entrepreneur who specializes in high-growth tech businesses and a video insight evangelist with global ambitions for growth and adventure. He is the CEO at Voxpopme, a company that provides an end-to-end software solution for video research, enabling researchers to capture video feedback at speed, analyze it at scale, and share it with ease.

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

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  • Using Feedback to Drive Change in the Customer ExperienceShep Hyken...
  • Array ( [id] => 56088418-7687-11ec-afc2-5fd1c8946ec4 [createdAt] => 2022-01-16T05:46:57.656+01:00 [updatedAt] => 2022-01-16T05:55:09.399+01:00 [title] => The Four CX Pillars Featuring Adrian Brady-Cesana [pubdate] => 2022-01-18T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/56088418-7687-11ec-afc2-5fd1c8946ec4/image/Adrian_Brady-Cesna_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Investing in Customer Experience and Success Teams 

    Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback.

    Top Takeaways:  

    Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth.

    1.    Team: Constantly train, evolve and optimize your CX team. Ask questions like: How are our CX team members hired? How are they trained? How are they retained? How does CX fit with the rest of the organization?

    2.    Tools: The world has changed in terms of how we speak to our customers. It's not always in person anymore. Oftentimes, it's via phone, email, zoom calls, text message, etc. Each channel represents opportunities or challenges. Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies.

    3.    Process: Have a living playbook and a CX journey map. This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are. Your team should know where they can find consistent and up-to-date answers.

    4.    Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization - from the executives to the newest customer service rep. Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company's resources.

    Quote:  

    "If you want to see a big impact, you have to work on it regularly. If you want to have a world-class team, you have to invest in that team on a weekly basis."

     

    About:   

    Adrian Brady-Cesana has been working in customer experience, customer success, consulting with organizations for the past 15+ years. He is the author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast.

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

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  • Investing in Customer Experience and Success Teams Shep Hyken interviews Adrian...
  • Array ( [id] => 4c2f3114-6f32-11ec-ad70-633cbd9129a1 [createdAt] => 2022-01-06T21:50:35.771+01:00 [updatedAt] => 2022-01-06T21:58:09.810+01:00 [title] => The "Now" CX Movement Featuring Eng Tan [pubdate] => 2022-01-11T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/4c2f3114-6f32-11ec-ad70-633cbd9129a1/image/Eng_Tan_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Changes Customer Experience Teams Need to Make to Meet the Demands of the "Now" Customer

    Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr, a company that is redefining the way brands deliver CX. They discuss what CX teams need to let go of in order to succeed in the new era of CX.

    Top Takeaways:

    The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX.

    Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company's resources.

    In order to meet the demands of the always-on, demanding, "NOW" customers, Eng Tan recommends that CX teams make the following changes or risk getting left behind by their competitors:

    ·      “Let go” of old CX metrics - Let go of some of the old customer service metrics that is not doing anything for your business. When specific metrics, such as NPS or AHT, are used in isolation, they don't tell the full story.

    ·      “Let go” of the omnichannel arms race - Brands tend to stretch themselves too thin across multiple modalities and increase the effort level for customers. But, at the end of the day, customers will choose ease of resolution over channel choice. Train your customers on the best way to get support.

    ·      “Let go” of old ways of measuring internal influence. - We often hear this question in the customer service world: How many agents do you have? CX leaders should stop measuring their influence by their headcount and instead focus on insights provision, brand, loyalty and revenue impact, and operational resiliency.

    In this episode, Eng Tan also talks about his new book Experience is Everything, customer neglect, and organizational changes that CX teams need to make to stay competitive in the market. Tune in!

    Quote:

    "Conversion rates, repeat purchase rates, and customer lifetime value are influenced by not only by the quality of products and services but by how well customer service executes."

     


    About:

    Eng Tan is CEO of Simplr, a company that is redefining the way brands deliver CX. He is the author of Experience Is Everything: Winning Customers’ Hearts, Minds, and Wallets in the Era of NOW CX.

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

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  • Changes Customer Experience Teams Need to Make to Meet the Demands...
  • Array ( [id] => 840bef2c-6998-11ec-8469-032655c9753f [createdAt] => 2021-12-30T18:47:11.183+01:00 [updatedAt] => 2021-12-30T18:54:21.451+01:00 [title] => Intelligent Virtual Assistant Featuring Genefa Murphy [pubdate] => 2022-01-04T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/840bef2c-6998-11ec-8469-032655c9753f/image/Genefa_Murphy_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    The Opportunities and Fears Surrounding Intelligent Virtual Assistant

    Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.

    Summary and Top Takeaways:  

    Do people still use the phone to reach a company when they have a question or a problem?

    A lot of companies buy into the "Digital Fallacy" or the belief that digital channels are the only things that matter, and that voice is no longer important. However, The Five9 Customer Service Index 2021 found that:

    ·      Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. 

    ·      51% preferred phone when it comes to general issues.

    ·      65.2% prefer phone when it comes to urgent or sensitive concerns.

    People still use voice channels. What people don't like about voice channels is the experience. They don't like waiting on hold, complex IVRs, or conversational AI that doesn't work.

    So, how do we separate the digital channel and the digital experience? How can customers move through different modes of communications, including voice and digital channels, seamlessly without having to repeat their story?

    In this episode, Genefa Murphy talks about the Five9's Intelligent Virtual Agent and how AI can be used to improve communication across all channels.

    Tune in to find out just how intelligent the Intelligent Virtual Agent is, how it enhances customer interactions, and if it will take away jobs from human customer support agents down the line.

    Quote:  

    "AI may replace what a human once did but it doesn't mean that humans need to be replaced in customer support."

     

    About:  

    Genefa Murphy is the Chief Marketing Officer for Five9. With over 15 years of global experience in the field of technology from consulting to product management, strategy, and marketing, she is an accomplished leader and has led worldwide teams in creating and executing compelling and effective go-to-market strategies.

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

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  • The Opportunities and Fears Surrounding Intelligent Virtual AssistantShep Hyken interviews...
  • Array ( [id] => e4d12ae8-5cff-11ec-9544-df8e0e5c6876 [createdAt] => 2021-12-14T18:04:26.584+01:00 [updatedAt] => 2022-03-22T17:39:12.498+01:00 [title] => Calming Upset Customers Featuring Rebecca Morgan [pubdate] => 2021-12-28T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/e4d12ae8-5cff-11ec-9544-df8e0e5c6876/image/Rebecca_Morgan_-_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations

    Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.

    Top Takeaways:  

    Are customers more easily upset today than 30 years ago?

    People who would have been rational are now less likely to be patient. And people who are not rational or patient, to begin with, now have an even shorter fuse. This can be attributed to many factors including:

    ·      The last two years has caused more stress than usual.

    ·      There is a decline in civility, especially on social media.

    ·      Customers are projecting anger about things that they have no control over to customer service agents.

    What can leaders do to help customer service providers manage upset customers?

    1. Be a role model. There are behaviors that leaders need to practice in front of their customers and their employees, such as listening without getting defensive, watching their tone of voice, and being careful with their word choice.

    2. Be willing to fire customers who are repeat offenders. Employees will respect their managers and leaders more when they see that they are willing to let go of abusive customers.

    3. Train staff properly. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset.

    4. Don't throw your staff under the bus. Standing up for your staff is great for morale and loyalty.

    In this episode, Rebecca Morgan also talks about what customer service providers do wrong when trying to calm upset customers and what managers should do when their staff gets into an altercation with a customer.

    Quote:  

    "Customer service representatives should be future-focused. Think of how you can help customers avoid issues in the future."


    About:  

    Rebecca Morgan, CSP, CMC, CVP is an international speaker, management consultant and bestselling author. Two of her 28 books have sold more than 250,000 copies each. She's appeared on 60 Minutes, Oprah, the Wall Street Journal, Forbes.com, CNBC, National Public Radio and USA Today.

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

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  • How Leaders, Managers, and Staff Can Stay Effective During Unpleasant...
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    How CX Avoidance Impacts Customers, Employees, and Brands

    Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

    Top Takeaways:  

    Learn about “customer avoidance” and why it happens.

    In the age of digital transformation, companies must find ways to eliminate customer service and experience avoidance and create a seamless customer experience with technology and customer relationships.

    When customers call companies, one of the first things that they hear is "Your call is very important to us", followed by a hold tone. Customers want to feel like they are moving towards progress when they are calling about a problem. When they don't feel that they are progressing to a solution, customers will feel anger towards customer service representatives and ultimately, the brand.

    Companies avoid engaging with their customers for the following reasons:

    ·      To limit their cost.

    ·      To limit the time taken by their staff in interacting with customers.

    ·      To avoid revealing that their staff is not well-trained or prepared to field questions.

    Companies sometimes become enamoured with the technology. They use it as a shield to avoid interaction with their customers. When this happens, it negatively affects the brand and the whole value proposition. Dan provides some insights on how to restore the customers’ confidence in the organization:

    ·      Companies must use technology to facilitate collaboration, not to replace human-to-human contact.

    ·      The transition from chatbots or any type of automation must be seamless. When the customer is connected to the frontline, they should not have to repeat their story.

    ·      Frontline employees need to be knowledgeable enough to answer questions and give customers the confidence that they are progressing to a solution.

    ·      For more insights from Dan Hill, listen to the full episode!

    Quote:  

    "About 25% of managers are believed to be bullies. If people are feeling bullied or oppressed, that's going to translate in how they relate to their colleagues and their customers."

     

    About:  

    Dan Hill, Ph.D., is the author of nine books, including Emotionomics and Blah, Blah, Blah: A Snarky Guide to Office Lingo. He is the founder of Sensory Logic, Inc. whose clients represent over 50% of the world's top 100 advertisers.

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

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  • How CX Avoidance Impacts Customers, Employees, and BrandsShep Hyken interviews...
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    What Customers Expect from CX Practitioners

    Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships.

    Top Takeaways:  

    Here is something brands and even CX practitioners often forget - customers just want to get things done.

    They are not thinking in terms of channels. They are not worried about what department, whether it be sales, marketing, or customer support, resolves their issues. They really only care about problems solved.

    What do customers expect from CX practitioners?

    It's not about how many channels of communication are available. Compared to sales and marketing, the advice given to CX practitioners is always lagging. They are told to constantly add channels to meet customers where they are. But, customers don't think in terms of channels. They just want to connect with the brand – how they want and when they want.

    It's not about departments within the organization either. Sales, marketing, and customer support departments are often fighting on who is the most influential to customer experience to gain more internal power. We have to move away from this and put customers first.

    At the end of the day, we are all customers. The way that we interact in our lives is how consumers expect to interact with brands. It is also what your employees expect from you. We have to bring what we know about relationships and communication from our personal lives to our work lives and apply it to how we interact with our customers. 

    Quote:  

    "Take off your work hat, put on your real-life hat and you'll have all the answers to what needs to be improved in customer experience."

     

    About:  

    Baker Johnson, Chief Marketing Officer at UJET where he is focused on driving corporate growth by evangelizing how UJET’s ultra-modern, customer-and-user-centric approach to CX is radically disrupting the Contact Center ecosystem. He brings more than 15 years of leadership experience to the role driving branding and data-driven strategy transformations to fuel SaaS growth.

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

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  • What Customers Expect from CX PractitionersShep Hyken interviews Baker Johnson,...
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    How to Avoid Complacency in Customer Interactions 

    Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships.

    Top Takeaways:  

    What breeds complacency in business?

    Most businesses don't realize that one of the main drivers of complacency is success. The more success we have in our customer interactions, the more we get overconfident. We become vulnerable to taking customer relationships for granted.

    This week on Amazing Business Radio, Len Herstein discusses why complacency is dangerous and how to avoid it. He offers the following insights and more:

    ·      Avoid tunnel vision. Companies can become too focused on matching their top competitors that they lose sight of new competitors or new categories that have entered the market.

    ·      Be a disruptor. Successful companies like Amazon and Netflix are always coming up with new ways to engage their customers. Instead of reacting to what their top competitors are doing, they are the disruptors in their industry and beyond.

    ·      Learn from success. Most companies debrief when a mistake happens with the idea they will avoid the same mistakes in the future. However, they often forget to look back on their successes, not realizing there are opportunities to replicate the same moving forward. (DOES THAT SOUND OKAY?)

    ·      Always be vigilant. The best way to fight complacency is to be aware of it. You can't protect against threats that you didn't see coming. 

    Quote:  

    "The best way to fight complacency is to be aware. The more aware you are, the more in the moment you are, the more you have that forces you to think, and the less complacent you're going to be."

     

    About:  

    Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance, and Safeguard Success. Your Business and Relationships Depend on It. He has worked with brands like Coca-Cola, The Campbell Soup Company, and Nabisco. He is also a volunteer State-certified peace officer with the Douglas County Sheriff’s Office in Colorado.

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

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  • How to Avoid Complacency in Customer Interactions Shep Hyken interviews Len...
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    How NPS Enriches the Lives of Customers, Employees, and Leaders

    Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth. 

    Top Takeaways:  

    Net Promoter Score is the metric that millions of companies have used for decades to know if they are doing a good job for their customers and their employees. It aims to measure if you have gained your customer's loyalty enough to earn their repeat business and new business from their friends and family.

    But, in the age of cookies, click rates, and measurable eyeball hang times, is a company's NPS still relevant?

    And, is your company using the NPS metric correctly?

    This week, we interview Fred Reichheld, the developer of the Net Promoter score to talk about how many companies are misusing the Net Promoter Score and missing out on the potential benefit that it can help your business achieve. We also talk about how NPS is still applicable in modern business and how it can be used correctly.

    To put his money where his mouth is, Fred invested his own money in all of the public companies that are NPS leaders. The return on his investments is almost three times the S&P. In today's episode of Amazing Business Radio, Fred and I discuss how you can use the Net Promoter Score to invest in customer loyalty, which pays big dividends! 

    Quote:  

    "Who you hang around with in your life influences everything - how you think about success and what's important to you. This is true with who you want to be a customer of, who do you want to be an employee of, who do you want to invest in."

     

    About:  

    Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977.

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

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  • How NPS Enriches the Lives of Customers, Employees, and LeadersShep...
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    The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season

    Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB's can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.

    Top Takeaways:  

    The holidays are upon us! What does it mean for SMB's – and businesses of all sizes? That was the main focus of the interview.

    UPS commissioned research to find out what really matters to both small to medium business owners and their customers. Here's some good news, some challenges, and some opportunities.

    ·      Almost two-thirds of SMB's are going to make up to 20% of their sales during the holiday season.

    ·      Two-thirds of customers will spend at least $100 on SMB's during the holiday season.

    ·      80% of businesses that were surveyed said that they are worried about inflation. Whether it is on the cost of production or their price point.

    ·      SMB's are 26% more worried about the delays, damage, and theft of the shipments than labor shortage.

    ·      Over 40% of SMB's say that they see an increase in porch piracy during the holidays.

    ·      44% of consumers said that the lack of a strong problem resolution on a stolen or damaged goodwill cause them not to shop with an SMB again.

    ·      35% of consumers said that it's a huge motivator for them to spend more with retailers who will guarantee the replacement of lost or damaged items.

    Quote:  

    "44% of consumers said that the lack of a strong problem resolution on a stolen or damaged goods will cause them not to shop with an SMB again."

     

    About:  

    Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He led the Digital Transformation of UPS Capital US Domestic Go-to-Market. Supported rebranding of core digital offering and proposition. He manages and directs global UPS Capital Digital Marketing and Digital Properties, Channel Marketing, Business Intelligence, Product Development, Communications and Advertising, and International Field Marketing teams.

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

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  • The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face...
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    Bringing Great Customer Experience Ideas Forward 

    Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow Leaders. They are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of five books including, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates. They discuss how leaders can build a culture of sharing ideas, solving problems, and rewarding contributions.

    Top Takeaways:  

    Employees have great ideas on how to improve customer experience and leaders want them. So, why do employees hold back their ideas?

    This week's guests, Karin Hurt and David Dye started an extensive research study with the University of North Colorado Social Research Lab on why employees are holding back these ideas. Here are some quick stats on what they have uncovered from the respondents from the frontlines.

    ·      49% of Leaders are not asking for ideas.

    ·      50% of the responders feel that their ideas will not be taken seriously.

    ·      40% Lack confidence or they don't know how to share ideas.

    ·      Two-thirds feel that their managers are stuck in the way of doing things

    ·      56% Do not share their ideas because they feel that they would not get credit for the idea.

    So, how can companies build a "courageous culture", one that encourages micro-innovators, problem-solvers, and customer advocates within the organization to voice out their ideas? Karin and David developed a 7-step process:

    1. Navigating the narrative. Leaders need to get real with their own relationship with psychological safety and speaking up.

    2. Creating clarity. Leaders need to communicate that they really do want ideas and what kinds of ideas are needed.

    3. Cultivating curiosity. Managers need to proactively go out and ask for ideas.

    4. Respond with regard. Every idea that is shared should get feedback at every level.

    5. Practice the Principle. Find out what is truly meaningful about an idea and how it can be scaled and applied in different ways within the organization.

    6. Galvanize the genius. Communicate what is important in your new culture five times, in five different ways.

    7. Build an infrastructure for courage. Leaders need to make sure that courage is reinforced and not undermined.  

    Quote:  

    "You don't have to be the CEO to create a courageous culture. No matter what role you are in, if you have a great idea to improve customer experience, your leaders want to know about it. Have the courage to bring your ideas forward."

     

    About:   

    Karin Hurt and David Dye help human-centered leaders resolve workplace ambiguity and chaos so that they can drive innovation, productivity and revenue without burning out employees. As CEO and President of Let’s Grow Leaders, they are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of five books including, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates.

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

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  • Bringing Great Customer Experience Ideas Forward Shep Hyken interviews Karin Hurt...
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    How Businesses Can Lean into Their Purpose

    Shep Hyken interviews Simon Mainwaring, founder & CEO of We First, a strategic consultancy accelerating growth and impact for purpose-driven brands. He is the author of Lead with We: The Business Revolution That Will Save Our Future. They discuss why companies should take part in creating solutions to the significant issues that the world is facing today. 

    Top Takeaways:  

    Customers and employees know that customer experience is more than enjoying your product and feeling like they are valued in the way that they are taken care of. It is also in how they feel about your company and what you are doing in the world.

    Is your company part of the problem or part of the solution?

    We are facing social, economic, and environmental issues. For the past two years, we have been going through a global health crisis. Your customers and employees are looking at you. They want to see where you stand on these issues and if it aligns with theirs.

    Why should you care? And, what's in it for your business?

    The short answer is that people want to buy from, invest in, and work for companies that are doing good.

    There's a new expectation, not just from customers, but also for employees. How you treat your employees, how they can relate, identify, and invest themselves in your purpose will determine your ability to attract the talent you need and to get the most out of them, even during difficult times.

    The more you lean into your purpose and share it with your employees, the more engaged they'll be. As a result, you'll retain them longer, they will be more productive, and they'll be more effective advocates for your brand.

    Quote:  

    "Employees are the most effective advocates for your brand, your products, and how you're showing up in the world."

     

    About:  

    Simon Mainwaring is founder & CEO of We First, a strategic consultancy accelerating growth and impact for purpose-driven brands. He is the author of Lead with We: The Business Revolution That Will Save Our Future and the host of the Lead With We podcast.

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

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  • How Businesses Can Lean into Their PurposeShep Hyken interviews Simon...
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    Creating Proactive Customer Experiences 

    Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC, a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row. They discuss how companies can use customer science to provide positive and memorable customer experiences.

    Top Takeaways:  

    When was the last time that an organization did something for you that you weren't expecting?

    Perhaps it was to email you if you needed a refill of a product that you previously ordered. Or, to show you articles and videos of how you can maximize the use of something you purchased from them. Whatever it was, it was a pleasant surprise.

    The world's leading companies like Apple, Airbnb, Amazon, and many more are becoming so in tune with not only what the customers say they want, but they also know how their customers behave and what they feel. They can accurately predict what their customers are going to do next – and what they will want next.

    This week on Amazing Business Radio, I interview Colin Shaw, Founder & CEO of Beyond Philosophy LLC, to talk about understanding the customers in an even deeper way through customer science, behavioral science, and the journey map.

    ·      Customer science is the fusion between technology, data, and behavioral science.

    ·      Behavioral science is looking at what customers are doing as opposed to looking at what customers are saying they are doing.

    ·      The journey map is looking at the customer journey from the customer's perspective.

    If you can predict what the customer is going to do next, will it change the way you create customer experiences? 

    Quote:  

    “According to Daniel Kahneman, "We don't choose between experiences, but we choose between memories of experiences." You can’t be loyal to something that you haven't experienced.”

     

    About:  

    Colin Shaw is the Founder & CEO of Beyond Philosophy LLC, a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row. He is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts globally by Buzzsprout. 

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

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  • Creating Proactive Customer Experiences Shep Hyken interviews Colin Shaw, co-host of...
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    Defining Success from the Customer's Perspective

    Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility, where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

    Top Takeaways:  

    Anything can be a subscription. Whether you are selling razor blades, pens, or a streaming service, the goal is to get the customers to say that they are getting enough value for your products to continue doing business with you. A subscription model solidifies the relationship between the business and the customer but it also requires a focus on customer experience.

    How do companies ensure that their customers continuously get value over time so they don't leave you for your competitors?

    What are the outcomes that your customers are trying to achieve?

    Most of the time businesses focus on operational efficiency, revenue, and profits. These are all great things. But, the problem is that these are not the criteria that the customer is using to define success. Companies need to understand that they are not the center of the customer's world. We need to understand the full journey.

    This week on Amazing Business Radio, I interview Dan Bacaulski, founder and principal consultant for Product Tranquility, where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Dan takes us through how businesses can focus on the outcomes that the customer is trying to achieve and how they define success.

    Learn how to put the customer first, provide value, and define success from the lens of those you serve - the customers.

    Quote:  

    "We are not the center of our customer's life. We need to understand the full journey. We need to ask, "What is our customer's day to day like?" and "What are they trying to accomplish?"


    About:   

    Dan Balcauski is the founder and principal consultant for Product Tranquility, where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. He is a TopTal certified Top 3% Product Management Professional and also helps to teach Kellogg Executive Education course on Product Strategy.

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

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  • Defining Success from the Customer's PerspectiveShep Hyken interviews Dan Balcauski,...
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    Personalization and Creativity in Customer Experience

    Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams. They discuss how organizations businesses can ensure customer renewals and expansion by creating personalized customer experiences.

     Top Takeaways:  

    ·      The customer who makes the decision to buy a product may not be the same person who uses the product. Businesses need to get to know and personalize the experience for both types of customers.

    ·      Businesses may start focusing on one type buyer persona but as they scale, they will need to create different types of experiences or services for different types of people.

    ·      You don't need to be Amazon to create a personalized experience. Most of the time, it only takes a few questions to figure out what is important to your customers and personalize your offerings to them.

    ·      Companies need data about their customers so they can continue to automate and personalize customer experiences even as they scale.

    ·      Data helps with personalization both in sales and in customer service. The more you know about your customers, the more personalized the support that you can provide can be. This creates a confidence between the customers and the business.

    ·      Leaders need to create an environment that encourages front line employees to bring ideas on how to make the customer experience better.

     Quote:   

    “Every business is a subscription business. Whether it is a typical subscription renewal of the customer deciding to continue to do business with the business, the goal is to make sure your customers come back instead of going to a competitor.”


    About:   

    Noa Danon is the Co-Founder and CEO of EverAfter. Noa’s vision for EverAfter was heavily influenced by her experiences as a product manager, where she observed the disconnect between the user and product experience. EverAfter was created exactly to meet that need, allowing companies to personalize the customer experience beginning with the initial contract all the way through renewal and expansion.

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

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  • Personalization and Creativity in Customer ExperienceShep Hyken interviews Noa Danon,...
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    How Authentic Leaders Lead with Happiness and Humanity 

    Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact. They discuss how leaders can adapt to the new workplace by being authentic and aligned with their purpose. 

    Top Takeaways:  

    ·      As leaders, we need to get more real with ourselves. We want to celebrate the highs in our lives but we also need to recognize our lows and our blind spots. Then, we need to allow the people that we lead to do that, too.

    ·      In the past year, we have experienced the "Great Resignation" where a record number of 4 million employees, in the US alone, quit their jobs in April. The integration of work and life in a way that has never been experienced before has led people to evaluate what is most important to them and how they can align their lives with it.

    ·      The experiences that we have had in the past couple of years have prompted many to ask the questions like: How can I align myself and my life with what is most important to me? What are the things that I need to work on and be aware of so I can be a more whole person at work and in life?

    ·      When employees are unhappy and start leaving the company, leaders can learn so much by asking them why and actually listening. Have an open and honest dialogue as to where your employees are at work and in life.

    ·      Authenticity goes into the wholeness of a person. Leaders must respect who employees are as human beings beyond their skills and what they bring to the table.

    ·      The more employees see that they are respected inside and outside their specific role and title, the more they want to be productive, engaged, and loyal.

    Quote:  

    "Happier employees equals happier customers equals more profitable and sustainable business."


    About:  

    Jenn Lim is the CEO of Delivering Happiness, a company she co-founded with Tony Hsieh of Zappos.com to create happier company cultures for a more profitable and sustainable approach to business. Jenn’s mission is to teach businesses how to create workplaces—led with happiness and humanity—that generate more profit, sustain all people at every level of the organization, and share how we can make an impact by being true to our authentic selves. 

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

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  • How Authentic Leaders Lead with Happiness and Humanity Shep Hyken interviews...
  • Array ( [id] => 2b3bb26c-1fcc-11ec-a425-c7c3c7bbb6b4 [createdAt] => 2021-09-27T21:50:29.965+02:00 [updatedAt] => 2022-03-25T15:24:45.613+01:00 [title] => A Holistic View of the Customer Featuring Daniel Fallmann [pubdate] => 2021-10-05T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/2b3bb26c-1fcc-11ec-a425-c7c3c7bbb6b4/image/Daniel_Fallmann_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Empowering Customer Service Agents with Knowledge

    Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze, a tool that helps companies capture a holistic view of their customers' data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service. 

    Top Takeaways: 

    ·      The lack of information on a specific customer or product is the key problem for most businesses in every industry. Since the data is often scattered across many platforms, it is not readily available to customer service professionals when they need it.

    ·      Customer service professionals need a one-stop-shop where they can have a holistic view of the customer's information coming from different platforms and departments. 

    ·      Companies need to equip customer service agents with knowledge of the product as well as knowledge of the customer - who they are, what they search for on your website, and what their questions or challenges are.

    ·      Having the technology to access the right information reduces ticket escalation. But, when ticket escalations do happen, it also helps customer service agents identify the experts inside the organization to help with non-trivial customer issues.

    ·      You can predict what the problem is because of customer behavior. For example, what they are searching for on your website? Are they watching your videos or webinars? What issues are they calling in with? Knowing that information can help you come up with implicit problem-solving mechanisms, knowledge base articles, and automatic routines that make sure the problems do not ever occur, to begin with.

    Quote: 

    "Customers today have an "I need it now" approach. Customer service professionals need to know how to easily access information for them to understand the context of the customer’s concerns.”

     

    About: 

    Daniel Fallmann founded Mindbreeze in 2005 at the age of 23, after he finished his studies in computer science. As Mindbreeze’s CEO he is a living example of high quality and innovation standards. His passion for enterprise search and machine learning in a big data environment fascinated not only the Mindbreeze employees but also their customers.

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

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  • Empowering Customer Service Agents with KnowledgeShep Hyken interviews Daniel Fallmann,...
  • Array ( [id] => 94b8f3c4-1664-11ec-a8fc-eba3ce075a9f [createdAt] => 2021-09-15T22:36:18.827+02:00 [updatedAt] => 2022-03-23T16:57:13.373+01:00 [title] => Selling Through Tough Times Featuring Paul Reilly [pubdate] => 2021-09-28T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/94b8f3c4-1664-11ec-a8fc-eba3ce075a9f/image/Paul_Reilly_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Utilizing Customer Experience as a Sales Tool 

    Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. 

    Top Takeaways:  

    ·      When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

    ·      Certainty and stability are important to your customers. This should be seen in your brand's messaging and felt in your customer's experience. 

    ·      During times of uncertainty, customers want consistent and predictable experiences that meet their standards.

    ·      Companies have the opportunity to enhance their overall customer experience during tough times. Ask your customers the question, "What's missing from our current solution?"

    ·      Every person in an organization should be asking themselves, "What else can I do for the customer?"  

    Quotes:  

    "The best sales tool you can have is a great customer experience."

     

    About:  

    Paul Reilly is a professional speaker, sales trainer, and author. He coauthored Value-Added Selling, fourth edition, and authored Selling Through Tough Times. Reilly also hosts The Q and A Sales Podcast, where he answers the most pressing questions facing today’s sales professional. 

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

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  • Utilizing Customer Experience as a Sales Tool Shep Hyken interviews Paul...
  • Array ( [id] => ad930314-1662-11ec-ac0b-97e1e494f0de [createdAt] => 2021-09-15T22:22:41.519+02:00 [updatedAt] => 2022-03-23T16:57:14.587+01:00 [title] => Creating the I'll Be Back Experience Featuring Shep Hyken [pubdate] => 2021-09-21T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/ad930314-1662-11ec-ac0b-97e1e494f0de/image/Shep_Hyken_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    How to Get Your Customers to Come Back Again and Again 

    Shep Hyken talks about his new book I'll Be Back: How to Get Customers to Come Back Again and Again. The book comes out on September 21, 2021.

    Top Takeaways: 

    ·      Questions like, "Are you happy with our service?" and "Would you be willing to recommend us?" are great history lessons. Another important measure of customer service success is behavior – whether or not customers come back.

    ·      In the '80s, Jan Carlson came up with the idea of the Moment of Truth. This is when a customer comes into contact with any aspect of the business and has the opportunity to form an impression. Carlson said they could be good or bad. Shep has names for these and added a third one:

    1.    Moment of Misery is when the customer encounters a problem or has a complaint.

    2.    Moment of Mediocrity is an average experience.

    3.    Moment of Magic is a positive Moment of Truth that we need to consistently create.

    ·      Why would customers terminate you?

    1.    Apathy. When you make the customer feel like you just don't care, they're going to find somebody that does.

    2.    Rudeness. This creates a negative emotional response within the customer.

    3.    You didn't make it easy for the customers to find you.

    ·      How to create an "I'll Be Back" experience:

    1.    Ask, "Why would someone do business with me instead of a competitor?"

    2.    Ask your team, "Why would someone do business with the competition instead of me?"

    3.    Keep pace. Take a look at what your competition is doing that is different but don't just copy them. Make sure you do something better.

    4.    Ask the team, "What companies do we love doing business with and why?".

    5.    Take a look at what the best companies are doing that you can implement in your business – and do so.

    6.    Go back to question #1 and ask, "Now that we have done all this, why would customers want to do business with us?”

     Quotes: 

    “Customer amazement is within the grasp of everybody in an organization. When you provide consistent and predictable above-average experiences, that is when you are operating in the zone of amazement.” 


    About: 

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

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  • How to Get Your Customers to Come Back Again and...
  • Array ( [id] => 9f096884-0f27-11ec-b15a-abda05b57e2b [createdAt] => 2021-09-06T17:32:18.694+02:00 [updatedAt] => 2022-03-23T16:57:13.913+01:00 [title] => The Ultimate Marketing Engine Featuring John Jantsch [pubdate] => 2021-09-14T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/9f096884-0f27-11ec-b15a-abda05b57e2b/image/John_Jantsch_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Creating Customers for Life

    Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. 

    Top Takeaways:  

    ·      A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.

    ·      Focus your attention on the growth of your customers, not just on the growth of revenue. This can be done with the 5 Steps to Ridiculously Consistent Growth, which are:

    o  Step 1. Map where your best customers are today and where they want to go. Creating the customer journey is not about a sales funnel. It is about organizing behavior and helping customers reach their goals.

    o  Step 2. Uncover the real problem you solve for your ideal customers. Your customers don't want your products, they want solutions to their problems.

    o  Step 3. Narrow your focus to the top 20 percent of your ideal customers. Identify your ideal clients and ask, "What else can we do for them?"

    o  Step 4. Attract more ideal customers with the narrative they are already telling themselves. Know where your customers are, where they want to go, and how to get them there by understanding the problems that they want to solve.

    o  Step 5. Scale with your customers by serving their entire ecosystem.

     Quote:  

      "The trick to getting customers for life is serving and understanding your ideal customers. This allows you to grow and scale with them instead of constantly chasing the next new idea or new customer."

     About:  

     John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. He is also the founder of the Duct Tape Marketing Consultant Network, which trains and licenses independent consultants and agencies to use the Duct Tape Methodology.

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

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  • Creating Customers for LifeShep Hyken interviews John Jantsch is a...
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    Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation.

     

    Top Takeaways: 

    ·        Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication).

    ·        Virtually every service experience starts as self-service. When a customer goes into a company's website or mobile app, they are at the beginning of their digital self-service journey.

    ·        In a Digital Customer Service interaction, the customers are already logged in and have already begun their search for answers. If and when a human-to-human interaction is needed, the customer support agent should be able to know who the customer is and what they are looking for.

    ·        US companies alone still receive more than one billion incoming phone calls every year. Many companies claim to be customer-centric yet still expect customers to call them when they need help even in today's on-screen world.

    ·        Whether you are a B2B or a B2C business, your customers have learned what the best digital experience looks like from the most successful companies. 


    Quote:  

    "Customers are now "on-screen" and companies need to meet them on the channels that they are using to enhance the effectiveness, efficiency, and experience of every interaction." 


    About: 

    Rick DeLisi is the co-author of the best-selling book, The Effortless Experience. He has been researching the psychology of customer behavior and expectations in service for the past two decades

    Dan Michaeli is the CEO of New York-based Glia, a leader in helping companies reinvent how they serve their customers. He develops solutions that create world-class digital customer experiences for “traditional” non-digital-native organizations.

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

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  • Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of...
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    Creating Consistent Exceptional Customer Experiences

     

    Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about.

     Top Takeaways:  

    o An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer's perspective.

    o Each person in the company should be an Experience Maker. Even those working in the back office without direct customer interaction should always have the customer in mind.

    o All marketers want the elusive goal of word-of-mouth marketing. It's not about the next marketing campaign or splashy video. It is creating consistent, exceptional experiences that get customers to talk about your brand.

    o WISER is a framework that companies can use to create experiences that people want to talk about. It means:

    ·   Witty - This is not necessarily about humor or being funny. Being witty as a brand is about being clever, using language to your advantage, and refusing to be boring.

    ·  Immersive - Create consistent experiences that people connect with emotionally.

    ·  Shareable - Give people a subtle nudge to share their customer experiences with others. The more brands tell people to share about them on social media, the less likely they are to do it.

    · Extraordinary - Be just a little bit better than everyone else.

    ·  Responsive - Be engaged with customers when they engage with you.

    o Be a customer of your own company so you can see what your customers see. This is how you can uncover your customers' pain points, the things that you are doing well, and the things that you should be doing more of. 


    Quotes:  

      "Every decision a company makes affects the customer. An Experience Maker makes sure that these decisions have a positive impact."


     About:  

    Dan Gingiss is an international keynote speaker and coach. His 20-year professional career included leadership positions at McDonald’s, Discover, and Humana. He is an author of two books (The Experience Maker and Winning at Social Customer Care) and the host of multiple podcasts and video series.

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

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  • Creating Consistent Exceptional Customer Experiences Shep Hyken interviews Dan Gingiss, an...
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    Preventing Customer Churn

     

    Shep Hyken interviews Philipp Wolf, CEO of Custify, a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success.

     

    Top Takeaways:  

    ·      Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps them resolve their concerns.

    ·      Customer success can be proactive. It happens when a company uses the information that they have to proactively reach out to customers who are having a problem or are not utilizing features of the product that are most helpful to them.

    ·      Customer service is not a department. It is a philosophy.

    ·      Delivering proactive customer service is profitable. It saves companies money, ensures customer retention, and encourages customers to spend more.

    ·      Around 30% of customers who want to cancel a service can be recovered if companies take time to have a conversation with them to uncover why they want to cancel and what can be done (such as discounts or product training) to continue the relationship.

    ·      Customer Success is about continuously finding ways to add value and ensure that your customers are maximizing the features and benefits of products or services that they bought from you.

     

    Quotes:

    "Customer success not only provides a great customer experience, it also helps companies save time and make the next upsell or cross-sell opportunity happen naturally."


    About:  

    Philipp Wolf is the CEO of Custify where he helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that helps companies get the most out of the time they spend with their customers.

     

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

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  • Preventing Customer Churn  Shep Hyken interviews Philipp Wolf, CEO of...
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    Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility.

    Top Takeaways:

    - What's needed to deliver an excellent customer experience is creativity and problem-solving. It's right up there at the top of the list. This is a key personality trait. When running your home-based business or working remotely, you don't have somebody holding your hand every day. You are really in control, and to succeed, you are required to take control and run it as your own business.

    - Coordinating with others is important. When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that's the customer directly or the supervisor at the company they're supporting. So, the ability to coordinate across a number of different fronts is critical.

    - Cognitive Flexibility is the multiple tasks that an individual encounters as a customer care provider. Their ability to adjust based on the content in an activity is an important requirement. So, to be flexible and adjust quickly is a significant skill that is required to be successful.

    - The shift in the remote work mindset has been happening for a while, even before the pandemic. However, the pandemic has accelerated this shift.

    Quotes:

    “Those who have that discipline and the ability to manage their time and are motivated are the ones who have the most success in a flexible workforce model.” 

    About:

    Greg Hanover was named CEO of Liveops Inc. in 2017 after 10 years with the company in senior leadership roles. Liveops is a leader and pioneer in the virtual call center space, with a distributed workforce of over 20,000 domestic home-based agents.

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

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  • Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss...
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    Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out.

    Top Takeaways:- The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. The goal of this platform is to provide you with real-time insight into why consumers are contacting you in the first place.- Customers' input is as critical as what prevents them from checking out, purchasing something, or returning anything.

    - The ultimate goal of gathering information is to help this customer solve the problem and prevent future problems. This information should subsequently be disseminated across the board with everyone involved. 

    - Businesses often overlook the value of the customer service department. This department assures and is accountable for your customer's return. They're essentially a client retention division. Companies should appreciate their support workers in addition to their data.

    Quote:

    “This is how you can become a bit more proactive and collaborate better to improve customer experience by bringing everyone together by sharing these insights, making everyone at the same pit with another problem. The bigger the company, the bigger the problem of silos.”


    About:

    Sharad Khandelwal, co-founder and CEO of SentiSum, aspires to alter the way major corporations make key choices. He believes they should shift away from gut feelings and toward data-driven judgments. He's passionate about using data and technology to help businesses become more customer-centric.

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

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  • Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum....
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    Surviving and Thriving in a World of Digital Giants

    Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants, a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.

     

    Top Takeaways:

    - The biggest insight is that the companies that figured out how to win have actually increased their gap with everybody else. It's like they've left the other companies in the dust.- Do you have a digital business model? Do you understand how you build a business around that? And do you have digital monetization? And then, of course, are you focusing on delivering an excellent customer experience?- Customers are trading loyalty for convenience, status, and value. This is even more important as we advance because brands that don't understand loyalty and community will be dead in the water.- In the middle of the pandemic, we set off this ultimate collection of autonomous data collection and information/insights that actually drive signal intelligence. And that refinement of that information insight is creating competitive modes for organizations that know how to use data. Brands and companies can now predict what you might like, prevent fraud, mitigate risk, or identify a new market that hasn't been touched. - Mass personalization happens in places all around us. So we've gone from transactional systems like CRM to engagement systems that are really like social business to experiences, which is about using technology and AI to craft journeys that deliver mass personalization at scale.- You have to go out and find your turnaround catalysts. Reinvent your board to start thinking long-term, so they can compete, not on the short-term quarter to quarter EBITDA cycle, but long-term in thinking about dominating and building your digital giant.


    Quote: 

    “If I don't have any competitors, I'm going to get stagnant.” About:

    R "Ray" Wang is the Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. He is the co-host and co-founder of the widely watched DisrupTV, a weekly enterprise tech and leadership webcast.

     

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

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  • Surviving and Thriving in a World of Digital GiantsShep Hyken...
  • Array ( [id] => 5a0b935a-ee4e-11eb-93da-27a0085d2a08 [createdAt] => 2021-07-26T22:16:25.001+02:00 [updatedAt] => 2021-07-26T22:17:49.815+02:00 [title] => Choose Your Customers Featuring John Wass [pubdate] => 2021-07-27T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/5a0b935a-ee4e-11eb-93da-27a0085d2a08/image/John_Wass_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    How To Compete with the Digital Giants

    Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers.

    Top Takeaways: 

    ·        Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique.

    ·        It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best. This is their biggest profit opportunity.

    ·        Identify your most profitable customers and ask, "Am I spending most of my time and resources there?" Also, consider the opposite. Ask, "Am I distracted with customers that don't make me a lot of money that I'm neglecting my best customers?"

    ·        Companies need to decide which subset of customers brings in the most profit and become more customer-centric with them.

    ·        Not all revenue is good revenue. Not all customers will bring more profit to your bottom line. Have the conviction to walk away from some of the revenue that is actually costing you money and profits.

    Quote:  

    "The fastest way to make money is to sell more to the customers who already love you."

     

    About: 

    John Wass is the CEO of Profit Isle. He was an early member of the management team that grew Staples from three stores to over 1,000 nationwide. He is also a successful entrepreneur who has co-founded and been the CEO of three startups after Staples.

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

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  • How To Compete with the Digital GiantsShep Hyken interviews John Wass, CEO of...
  • Array ( [id] => b4bad414-e41c-11eb-b036-839f1cee9e99 [createdAt] => 2021-07-13T22:55:50.683+02:00 [updatedAt] => 2021-07-13T22:58:13.625+02:00 [title] => The End-to-End Customer Experience Featuring John Ball [pubdate] => 2021-07-20T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/b4bad414-e41c-11eb-b036-839f1cee9e99/image/John_Ball_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

     

    Top Takeaways: 

    ·        Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done). However, it is the customer operations that impact the customer's experience the most.

    ·        A convenient and frictionless experience is what makes customers want to come back. Strive to create ease and convenience externally and internally.

    ·        Process mapping (having structured processes and workflows) empowers businesses to identify duplication of effort from customers and employees.

    ·        In 2020, only companies that modernized and digitally transformed processes continued to deliver seamless customer experiences.

    ·        Customers are more accepting when problems occur if they are given enough information, even before they ask for it.

     

    Quote: 

    "Process mapping the customer engagement and customer operations is how businesses can improve their end-to-end customer experience."

    About: 

    John Ball is the executive vice president and general manager of Customer Workflows at ServiceNow, a company that creates great customer experiences through digital workflows.

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

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  • Shep Hyken interviews John Ball, the Executive Vice President and General Manager...
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    Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.

     

    Top Takeaways: 

    ·        When businesses take the mundane transactions to the experiential, customers come to see what they will do next.

    ·        Customer expectations have evolved over the last year-and-a-half. What brands think their customers want has changed..

    ·        Digital transformation has put a lot of power in the hands of some people (in organizations) who have no preparation or know-how on how to perform in digital roles. This has created an area of friction between the brand and the customer.

    ·        Authentic conversations go beyond "Are you satisfied?" and "Did you buy?" to "What can I do to create a deeper connection?"

    ·        Authentic conversations allow brands to understand the customer's wants, needs, and desires. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits.

    Quote: 

    "Loyal customers are created by having authentic conversations with them. Talk to your customers to find out what they perceive as good customer service, what they want, and what they need."

    About: 

    Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Ten-Pow’s passion for customer experience was sparked as a teenager working behind the meat counter of a carnival-themed grocery store in Toronto. 

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

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  • Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting...
  • Array ( [id] => aab1c5c0-d36b-11eb-955e-6ff2eb88dbe1 [createdAt] => 2021-06-22T17:08:14.324+02:00 [updatedAt] => 2021-06-22T17:09:46.186+02:00 [title] => Empowering Employees through Caring Leadership Featuring Heather R. Younger [pubdate] => 2021-07-06T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/aab1c5c0-d36b-11eb-955e-6ff2eb88dbe1/image/Heather_Younger_ABR_PHOTO_.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways: 

    ·        Hire people who assume a leadership position when it comes to taking care of the customer. (Even if you’re not a leader, manager, or supervisor, it doesn’t mean you can’t treat the customer as if you are.)

    ·        Everybody is a customer. Show up in a way that is receptive to the needs of both your customers (internal customers and external customers).

    ·        To create self-leaders, the leaders of the company need to provide support and empower their front-line employees to say, "Yes".

    ·        Empowerment is providing a space for your employees to take risks (within limits and expectations set by your organization) and use their gifts to create a great customer experience.

    ·        Caring leadership is showing daily actions that show concern and kindness to those you lead.

    ·        A caring leader allows their people to breathe through the difficult experiences of the job and help them become more resilient in the process.

    ·        Caring leadership is how you touch the lives of those who are looking to you for guidance. Leaders must look for ways to expand their circle and make people feel like they belong.

     

    Quote: 

    "No matter what title you have, what matters most is how you make people feel. Lead yourself with integrity and be congruent with who you are."

     

    About: 

    Heather R. Younger has earned her reputation as “The Employee Whisperer.” She is a best-selling author, and her newest book, The Art of Caring Leadership, emphasizes the need for kindness, compassion, and empathy in all leaders. 

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

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  • Top Takeaways: ·        Hire people who assume a leadership position when it...
  • Array ( [id] => 3646aa06-d367-11eb-8e0b-cff8f77b9c87 [createdAt] => 2021-06-22T16:36:21.009+02:00 [updatedAt] => 2021-06-22T16:39:39.213+02:00 [title] => The Customer Obsessed Organization Featuring Shirley Macbeth [pubdate] => 2021-06-29T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/3646aa06-d367-11eb-8e0b-cff8f77b9c87/image/Shirley_Macbeth_ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    ·        Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization. These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization.

    ·        Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise.

    ·        The brand promise falls into three categories:

    1. ‘Unlike the others’ - Being different, quirky, or unusual.

    2. ‘At your service’ - Differentiating the experience through amazing customer service.

    3. ‘On your side, by your side’ - Being the customer's advocate.

    ·        A customer-obsessed organization listens to their clients and takes actions based on the information that they receive.

    ·        In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction. Now, it takes 27 with 4 or more people involved before customers can make a buying decision.

    ·        Throughout the pandemic, the racial tensions that we are in, and the environmental issues that we are facing, customers are taking a closer look at the brands that they want to trust and do business with.

    ·        What happens inside an organization is felt on the outside by the customers.

    ·        Many companies underestimate the importance of how employees feel about how service is delivered to their customers.

    ·        Alignment in business is knowing who your customer is, how you want them to feel, and shaping your product around customer obsession.

    ·        Aligned organizations have 19% faster growth and 15% higher profitability.

    Quote:

     "Lead with the customer first. Keep the customer in mind with every decision that your company makes."

     About:

    Shirley Macbeth is the Chief Marketing Officer at Forrester. Macbeth has 25+ years of experience as a marketing executive with a proven track record in increasing revenues and building brand awareness for global B2B companies.

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

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  • Top Takeaways:·        Many companies think that they are customer-obsessed while unaware...
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    Top Takeaways: 

    ·        Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.

    ·        Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you.

    ·        Delivering a WOW experience can result in a 12-58% in the customer's repurchase intent.

    ·        Hassle-free customer support is the number one element that increases repurchase intent. This is followed by frictionless experience from start to finish and worry-free returns.

    ·        To create a WOW experience, businesses do not need to do anything extraordinary. It is about delivering the basics consistently.

    ·        The last best experience that your customers had with any business, in any industry, is what your customers will always compare you to.

    Quote:  

    "To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments."

    About: 

    Paula Courtney is the President of the Verde Group. She leads the development of new research methods for helping companies quantify the financial impact of their customer experience.

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

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  • Top Takeaways: ·        Even if you are in a B2B industry, decision-makers...
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    Top Takeaways:

    • ·        A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process.
    • ·        Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less.
    • ·        With so much competition out there, every business cannot afford to provide a bad customer experience.
    • ·        You can't provide a repeatable and sustainable experience without creating process and training around it.  
    • ·        Trust is the outcome of doing the next right thing. Do the right thing often enough and in a sustainable way that it becomes predictable for your customers.
    • ·        Companies need to get in touch with how their customers want to communicate with them whether it is via phone, email, chat, social media, or other mediums.
    • ·        Omnichannel communication is having all the channels that a customer can connect with your brand in a centralized dashboard.


    Quote:

    "Most companies claim that they have good customer service but the true defining measure of making the customer feel valued is behavior."

     About:

    Steve Bederman is the President and CEO of NobelBiz, a Contact Center Technology Company that offers state-of-the-art solutions for companies that want to keep their clients happy. His personal creed is 'Make a Promise, Keep a Promise' and he applies it in both his personal and professional life.

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

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  • Top Takeaways: ·        A customer gives us the gift of trust...
  • Array ( [id] => f5a87690-c6fb-11eb-8f93-0b7bca942bc0 [createdAt] => 2021-06-06T21:18:22.522+02:00 [updatedAt] => 2021-06-07T19:45:55.229+02:00 [title] => Stress Test Your Business to Prepare for the Bad Times Featuring Dr. Jeffrey Magee [pubdate] => 2021-06-08T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/f5a87690-c6fb-11eb-8f93-0b7bca942bc0/image/Dr._Jeffrey_Magee__ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    • The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line.
    • When businesses don't understand customer service, they are not able to recalibrate and change their trajectory to succeed in difficult times.
    • A personalized service compels customers to continue doing business with you. Empower your employees to provide personalized service because in business, he who goes the extra mile, wins.
    • When the leaders are willing to jump in to make success happen, it creates a culture where everyone is invested in creating a positive experience for the customer.
    • When you're the customer and you have an experience that makes you say, "Wow! That's amazing!", make a note. When you go back to your business, think of how you can translate that to wow your own customers.
    • The friendship factor is when your customers feel welcomed by you. This relationship makes your customers go out of their way to do business with you.

    Quote:

    "Everyone can adjust when they need to but a lot of times, people don't think about other market opportunities in good times or in bad times."

    About: Dr. Jeffrey Magee is the author of more than 30 books, three college graduate management textbooks, four bestsellers, and is the Publisher of PERFORMANCE/P360 Magazine, and a Human Capital Developer for more than twenty years. He brings over two decades of Executive and Corporate Development Expertise, with the last decade working in both the start-up to the mature-growth market business sector.

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

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  • Top Takeaways: The global pandemic has given businesses time to...
  • Array ( [id] => 5ccbf1d4-bf32-11eb-85f8-0be263b46401 [createdAt] => 2021-05-27T23:27:39.078+02:00 [updatedAt] => 2021-05-27T23:29:47.308+02:00 [title] => Understanding How the 7 Levels of Energy Affects Customer Service featuring Natalya Berdikyan [pubdate] => 2021-06-01T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/5ccbf1d4-bf32-11eb-85f8-0be263b46401/image/Natalya_Berdikyan_ABR_Photo.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:
    • There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy. Anabolic energy (levels 3 to 7) is the constructive and healing energy.
    • Level 1: The state of being a victim. In other words, where the customer or the customer service agent feels like there is no solution.
    • Level 2: The Antagonist - Seeing everything through the lens of conflict. This is the 'I win, you lose' state.
    • Level 3: The Rationalizer - People start to take responsibility for their thoughts, feelings, and actions. Therefore, this is where collaboration begins.
    • Level 4: The Helper - Empathy kicks in. This level is about providing service and making sure that customers win. People at this level are prone to becoming overwhelmed from giving too much.
    • Level 5: The Collaborator - Whatever challenges your customer is facing faces, you always find an opportunity for improvement and provide a win-win solution.
    • Level 6: The Connector - This is where customer service is there to support the customers and connect with other departments in the company who can help.
    • Level 7: The Creator State - This is where winning and losing is an illusion. It is knowing that you are doing the best you can no matter the result.
    Quote:

    “Everything is energy. Above all, it is important to understand the energy that you and others bring to the situation.”

    About:

    Natalya Berdikyan is the founder and CEO of Life By Design Academy and Frontline Consulting. She helps individuals and organizations grow to their full potential beyond existing borders and boundaries.

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

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  • Top Takeaways: There are two types of energy: Catabolic energy...
  • Array ( [id] => b74ce9a0-ac5a-11eb-b2af-6373b41401e4 [createdAt] => 2021-05-03T23:58:38.698+02:00 [updatedAt] => 2021-05-04T00:00:30.800+02:00 [title] => The Competitive Advantage of Amazing Customer Service Featuring Hank Ebeling [pubdate] => 2021-05-25T12:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/b74ce9a0-ac5a-11eb-b2af-6373b41401e4/image/ABR_PHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways: 

    -      People can steal your ideas or create the same products. What they can't take away is the level of service and relationships you've built with your customers.

    -      Everybody has customer service. You can win by focusing on creating connections and building relationships with your customers at a higher level than others.

    -      You can coach people on the technical aspects of the job. But, having empathy is something one just has or doesn't have.

    -      Customer service starts with leadership. Leaders create the service vision and hire the right people to carry it out.

    -      When hiring someone, let them interact with other people in your business. You can tell a lot about a person by how they talk to other people that are not from a high-level position within your organization.

    -      Leaders need to participate in the onboarding process and set the tone of the business' culture. 

    -      Service aptitude is a person's ability to exceed expectations. It comes from 1) Life experiences 2) Previous work experience 3) Current job experience. Teach your employees about your own culture of service.

    -      Figure out what makes your business stand out. You can have the same product or service as your competition but if you can out-service them, you will always win.

    Quotes: 

    "No matter what business you are in, it is extremely competitive. The only way to stand out is by delivering an outstanding service."

    About: 

    Hank Ebeling is the founder of H4 Training and author of Crushing the Competition with Service: An Entrepreneur's Guide to Delivering Outstanding Customer Service & Customer Experience.

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

     

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  • Top Takeaways: -      People can steal your ideas or create the same...
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    Top Takeaways:

    -      In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.

    -      The most fundamental part of emotional intelligence is understanding what goes on inside our minds. We have to understand our own personalities and emotions so we can understand others.

    -      Self-awareness is knowing what you are good at and identifying your limitations. Know how to minimize your weaknesses and connect with people at a deeper level using your strengths, focus, and preferences.

    -      Self-regulation is knowing how to manage your emotions to deal with and adapt to the environment that you are in.

    -      Self-awareness and self-regulation help us to modulate our emotions, adjust our pace, and ask questions that enable us to better serve our customers.

    -      Emotional Intelligence involves how you engage with clients, build empathy, read the emotional climate that you are in, and adapt.

    -      Sympathy is not empathy. When you are being sympathetic to others, you are expressing your own emotions and taking on a superior role. Empathy is taking on an equal role and understanding things from the customer’s perspective.

    Quotes:

    "Emotional Intelligence is how you combine your thoughts with your feelings to make good quality decisions and build authentic relationships."About:

    Robin Hills is the Director of Ei4Change and author of The Authority Guide to Emotional Resilience in Business and The Authority Guide to Behaviour in Business.

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

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  • Top Takeaways:-      In customer service and sales, we build authentic relationships...
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    Top Takeaways: 

    Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process. When we don't satisfy our customers sooner (or soon enough), they walk. 

    Everyone in customer service needs to ask the question: How can I help the customer in the shortest amount of time, so they can get the results that they want? 

    A customer service mindset plus a velocity mindset equals a great customer experience. 

    To succeed in customer service, you need to have a high score in empathy. Empathy helps you ask the right questions that get you the information you need to help your customers. 

    Cortisol is the fight or flight hormone. Every minute that customers wait for resolution, the higher their cortisol levels get. We must lower their cortisol levels by getting to the issue faster and turning their experience into a positive one right away.  

    Companies often concentrate too much on the message. They should be concentrating more on how it is communicated, so that the customer has the right experience.

    Customer service is not just about responding to a complaint. It is about taking care of people throughout their entire journey.  

    Quote:

    "Customer service is all about eliminating resistance so customers can make better decisions, buy-in to your solutions and move forward."  

    About: 

    Ron Karr is the CEO of Karr Associates, Inc. and the author of five books including the bestselling Complete Idiots Guide to Great Customer Service and his latest, The Velocity Mindset

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

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  • Top Takeaways: Often in customer service, we tend to put self-imposed...
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    Top Takeaways:

    ·        Companies spend billions of dollars building their brands, retail stores, and products. But, when it comes down to the moment that's most impactful for a customer, it usually comes down to their interaction with a customer service agent.

    ·        The feedback economy shifts the service model on its head. There is less focus on broadcasting why your company is great. The focus is on listening to the customer, understanding their pain points, and creating more systemic changes to address them.

    ·        There are thousands of avenues for empowered consumers to make their voices heard. You need the right tools to harness all this feedback and take action.

    ·        Social channels don't discriminate. Companies have to learn to change their processes, technologies, and products to be responsive. The customers need to be the center of a company's strategy.

    ·        Technology is only a piece of what it takes to get the customer service equation right. You need the right judgment and empathy to take action and help your customers.

    ·        Customer service happens throughout the entire customer journey. The overall user experience is a function of an ecosystem of partners for delivery. Employees, and in some instances, companies need to collaborate to create a great customer experience

    ·        Policies should be rules or guidelines that empower employees to help the customer instead of hindering service.

    Quote:

    “The customer is the center of everything that you do.”

    About:

    Colson Hillier is the Chief Marketing Officer for Alorica. He oversees the planning, development, and execution of Alorica’s marketing and communications strategy, as well as initiatives tied to the company's brand principles, value proposition, and revenue growth.

     

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

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  • Top Takeaways:·        Companies spend billions of dollars building their brands, retail...
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    Top Takeaways:

    -      Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. Good practices around diversity and inclusion should happen every day.

    -      Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity.

    -      It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion.

    -      Businesses need to get feedback from a variety of customers.

    -      Allow a diverse group of employee’s voices to be heard.

    -      Keep diversity and inclusion in mind when dealing with employees as well as customers.

    -      As a leader when a difficult decision comes up, what’s most important is how you adapt and handle the situation.

    -      Be a strong leader and address issues of diversity within your team head-on.

    Quotes:

    “Even if you’re in the back office supporting fellow employees or you’re supporting the server who brings the dish out the guest, you matter, and you have a CX job.” -Stacy

    About:

    Stacy Sherman: Customer Experience (CX) pioneer, known for humanizing business, leading with a heart, and DoingCXRight® not just talking about it.

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

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  • Top Takeaways:-      Even though it was just women’s history month it...
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    Top Takeaways:.

    -      56% of consumers go to a company's website before they call customer service. In many cases, this can be a missed opportunity to contain and resolve a customer's concern.

    -      Almost half of the consumers believe that self-service is more convenient. 82% say that they are willing to use self-service but 46% don't expect it to work.

    -      Right now, most self-service channels are focused on information about the company and its products instead of the customer journey.

    -      Of the customers who tried self-service, 50% still end up with the live agent. Only 33% are satisfied with self-service.

    -      Autonomous customer service allows the complete ability to focus on the customer journey regardless of the channel.

    -      Autonomous customer service can be simple to implement. There are more sophisticated setups, but it can be as simple as setting business rules to monitor data, initiate outreaches based on changes in the data, and track performance.

    -      Autonomous customer service gives companies the opportunity to avert and resolve most customer inquiries without agent interaction. This gives companies a high cost-benefit while increasing the level of customer service.

    -      In 5 years, there will still be a need for human customer service agents, but the nature of their work would be more meaningful as mundane inquiries will be handled through autonomous capabilities.

    -      Organize around the customer journey and activate that across all channels.

    Quote:

    "It shouldn't matter how or where the customer seeks their service resolution. You should be able to rise to the challenge and meet them anywhere they want."

     About:

    Jeff Nicholson is the Global Head of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy.


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

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  • Top Takeaways:.-      56% of consumers go to a company's website before...
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    Top Takeaways:

    -      Slack is an online customer support tool that brings all the people who have the customer at the center of their work together. Slack provides a platform where users (both internal and external customers) can talk about customer challenges and solve customer problems together.

    -      As long as your team understands what’s important and they have access to all the information that they need to do their job successfully, you’ll start to see alignment in your company.

    -      Everybody in your company, regardless of their responsibilities, should be on the phone or listening to phone conversations with customers.

    -      Great customer experiences drive engagement, trust, and impact the growth and revenue of your business. 

    -      Don’t just resolve your customers’ issues. Strive to restore the customer’s confidence in your business to a level where they want to come back and ideally recommend you.

    Quote:

    “You do not get recommendations if your customers do not trust you. Make your business worthy of recommendations.”

    About:

    Ali Rayl is the Vice President of Customer Experience at Slack, responsible for making the working lives of Slack’s millions of users simpler and more productive. She joined Slack during its and has cultivated a culture of customer “love” for the past eight years. 

     

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

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  • Top Takeaways:-      Slack is an online customer support tool that brings...
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    Top Takeaways: 

    • Broken promises to your customers can be either implicit or explicit depending on the situation or marketing strategy. 
    • There are lots of reasons why some promises are not kept. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful. 
    • Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn. 
    • Shep’s definition of amazement is simply being better than average all the time. Consistently amazing your customers is key in earning their trust and confidence in your business. 
    • Advertising is making a promise to your customers. It sets the expectations for your customers. 
    • A customer doesn’t buy a product or service. They buy a solution. For example, you’ll buy a soda because you’re thirsty. You buy a drill to make a hole. 
    • Businesses can use the framework of a guarantee to provide a more consistent experience and there are three elements to an experience guarantee: 1) Promise to solve a customer’s problem. 2) Act to solve it. 3) Recover from any service failures. 
    • Think about what the real question is, behind the question your customers actually give you. Be aware of the solution your customers are searching for. 

    Quote: 

    “Advertising helps set the customer’s expectation on the promises that brands are willing to deliver.” 

    About: 

    Jeff Toister is an author, consultant, and trainer who helps companies develop customer-focused cultures. He's written four books including The Guaranteed Customer Experience. Thousands of customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. 

     

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

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  • Top Takeaways:  Broken promises to your customers can be either implicit...
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    Top Takeaways:

    -      While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.

    -      Many hoteliers (and businesses in general) spend a fortune on advertising and little to no investment of time or energy in inspiring empowering their team to top performance.

    -      Teach GMs and department heads to start inspiring and empowering. Our teams are full of talent that we can use if we invite them to collaborate.

    -      Many business owners like the thought of having consistent 5-Star reviews but don’t know where to begin.

    -      Every interaction you have with external customers as well as internal customers should end with everyone feeling better than when they came to you.

    -      When interviewing a potential employee, read your company’s mission statement aloud and watch the candidate’s reaction to test whether that candidate truly aligns with your company culture.

    -      Adele’s six-step process for achieving 5-star reviews:

    1.   Write down your ultimate review, with details about what makes your experience so special.

    2.   Share your business mission and vision with your team.

    3.   Shoot for the stars. If you shoot for 80% guest (customer) satisfaction, you’ll never know the joy of 96%.

    4.   Use each critical review as a trigger for continuous improvement.

    5.   Hire happy people pleasers and give them the tools, training, support, and freedom from fear that they need to be successful in making guests happy.

    6.   Talk about kindness and compassion every day.

    Quotes:

    “Remember to C.A.R.E.: Every customer that you talk to should feel Cared for, Appreciated, and Respected at Every encounter.”

    About:

    Adele Gutman Milne is a culture and guest experience expert and host of the Hospitality Reputation Marketing Podcast: Get Great Reviews. Adele also has been named one of the Top 25 Extraordinary Minds by HSMAI along with numerous other awards for her leadership in Hospitality Reputation Marketing.

     

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

     

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  • Top Takeaways:-      While it is an age-old adage that word of...
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    Top Takeaways:

    -      The reality of today’s digital world is that the transformation of technology is never done. Therefore, all companies need to continuously change and pivot to keep up with their customers’ expectations and the rest of the business world.

    -      A lot of companies may have an intuitive belief of where their customers are in terms of their needs, expectations, and pain points. Unfortunately, they don’t do the necessary research to keep their finger on the pulse of where their customer is right now.

    -      Customer behavior is vital in keeping your business profitable – and there are more customer behaviors besides buying and coming back to buy again.

    -      Many studies have revealed that while the emotional and rational side of a person plays into purchase decisions, the emotional side tends to be more powerful in purchasing behavior.

    -      Customer love is the feeling that you can count on a brand to give you what you need and more, along with a feeling of alignment or spiritual connection. The companies that inspire a lot of customer love have better business metrics overall.

    -      The formula for achieving customer love is spilt into three parts: meeting customer needs, periodically delighting your customers, and standing for something that resonates with your customers’ values.

    -      Brands with high customer love consistently have more growth, profit, and valuation.

    -      There is a proven transformation process companies can use to improve their fulfillment of the ‘love formula’:

    -      Step 1. Understand Your Customer

    -      Step 2. Map the Customer Journey

    -      Step 3. Build the Future

    -      Step 4. Optimize the Short Term

    -      Step 5. Lead the Change

    Quote:

    “In this time of rapid change, you really don’t have a choice if you want your business to remain relevant and successful. You must keep changing with the times.”

    About:

    Howard Tiersky is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. Howard is the founder of two companies that enable large brands to win in the digital world: FROM, The Digital Transformation Agency and Innovation Loft.

     

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

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  • Top Takeaways:-      The reality of today’s digital world is that the...
  • Array ( [id] => 07028c74-833f-11eb-b6d6-23865d3dc986 [createdAt] => 2021-03-12T15:27:08.852+01:00 [updatedAt] => 2021-03-12T15:28:09.976+01:00 [title] => A Prescription for Excellent CX Featuring Neil Baum [pubdate] => 2021-03-16T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/07028c74-833f-11eb-b6d6-23865d3dc986/image/Neil%2BBaum%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Some businesses such as a healthcare practice or provider, do not have a product that the customer touches. Instead, it’s all about selling the entire service experience to their customer.

    -      Remember to manage the Moments of Truth: any time a customer comes into contact with any part of your business they have the opportunity to form an impression.

    -      Words are very powerful in shaping the perception of the customer experience. For example, the waiting room in a doctor’s office could be renamed as the reception area, implying a different experience from just waiting in a room.

    -      If your customers are experiencing long wait times or complex systems when trying to call your business, it may be time to hire more help or invest in technology to reduce those hold times or phone trees.

    -      Creating a positive customer experience increases the likelihood that your customers will tell others of their experience with you, ultimately making you feel more fulfilled with your work to create that experience.

    -      Dr. Baum’s 10 Personal Promises to His Patients:

    1.   We will answer the phone in less than 3 rings.

    2.   A human, not an answering machine, will speak with you and make your appointment or take your questions.

    3.   We can usually make an appointment to see you on the same day that you call or the very next day.

    4.   If you call for the doctor and the doctor is not available, we will call you back the same day and we will tell you what time that call is going to take place.

    5.   We use an electronic medical record system to send your prescription to the pharmacy immediately so that the medication will be ready by the time you arrive to pick it up.

    6.   We will send a letter to your primary care doctor or referring physician while you’re still in the exam room that lists your diagnosis, the medications you’ve been prescribed and the treatment plan we’ve outlined for you.

    7.   We’ll provide you with educational materials on your condition, including articles written by Dr. Baum.

    8.   You can communicate with me or one of my staff via email and I will answer you usually within the same day.

    9.   We have a very energetic, enthusiastic and smiling staff who will help exceed your expectations regarding your visit to our office.

    10. We will make your visit almost magical.

    Quote:

    “The customer experience begins with the patient, or customer, the moment you start any sort of interaction.”

    About:

    Neil H. Baum, MD, Professor of Clinical Urology at Tulane Medical School, has written over 300 peer-reviewed articles and 10 books on marketing, communications between doctors and patients, as well as publications on men and women’s healthcare issues. Dr. Baum is the also author of The Business Basics to Building and Managing a Healthcare Practice which was published in 2019. 

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  • Top Takeaways:-      Some businesses such as a healthcare practice or provider,...
  • Array ( [id] => 46b0cb00-7df0-11eb-9392-f377de69e469 [createdAt] => 2021-03-05T21:20:49.636+01:00 [updatedAt] => 2021-03-05T21:21:53.507+01:00 [title] => How to Say Yes…Almost Always Featuring Christine Trippi [pubdate] => 2021-03-09T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/46b0cb00-7df0-11eb-9392-f377de69e469/image/Christine%2BTrippi%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.

    -      One of the most important things you can do every day is huddle with your team. Meet together and talk about your culture and company values daily.

    -      The number one reason people leave their jobs is because they are not feeling recognized or valued by their boss or management.

    -      Keeping a healthy, productive company culture is all about making sure your employees feel valued, informed of their responsibilities, participate in ongoing training, and set goals to help them grow.

    -      The anxiety from having to confront customers on a hard “no” can cause employees to enter their fight or flight mode. Either way, the interaction becomes negative and causes the customer to become even more unhappy with the situation.

    -      Find ways to say yes to your customers, even if the answer is no.

    -      Christine Trippi’s four-step process on how to always say yes includes: 1) Make friends first. 2) Explain what you can do. 3) Offer options. 4) Be creative.

    -      Energy times execution equals your sweet results. After feeling inspired you may have a lot of energy to get started, but it’s the ideas and the execution of those ideas that will make sweet success.

    Quote:

    “A lot of companies have a great onboarding process that covers their missions and values, but then it ends on day one. It’s how you pull through every day that’s going to create your company culture.”  

    About:

    Christine Trippi is an award-winning hotelier who has been in a romance with hospitality for over 30 years, serving as manager at resorts, and full and select-service hotels. She is the founder of The Wise Pineapple and uses her experience and passion for helping leaders and organizations have Sweet Operations, Sweet Cultures, and Sweet Results.

     

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

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  • Top Takeaways:-      The secret to getting your employees to love coming...
  • Array ( [id] => 85f1dfe8-7864-11eb-abe9-8b7660255052 [createdAt] => 2021-02-26T19:57:50.399+01:00 [updatedAt] => 2021-02-26T19:58:46.604+01:00 [title] => The Perks of Influencer Marketing Featuring Elma Beganovich [pubdate] => 2021-03-02T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/85f1dfe8-7864-11eb-abe9-8b7660255052/image/uploads_2F1614365750948-8apr1ubptn6-337081215807b1be60b783e3d9d9c4cc_2FElma%2BBeganovich%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Influencer marketing is a way to add to your customer journey. It starts with social media. One of the first things customers look at when exploring a brand is their social media presence.

    -      Influencer marketing enhances customer experience through people, visuals and content that are relatable, unlike traditional ads made in a studio.

    -      A strong, influential social media presence can also help B2B companies negotiate collaborations and partnerships with other B2B companies.

    -      Current customers can be some of your best social media influencers.

    -      Social media profiles are the new ‘showrooms’ for manufacturers to present and promote their products or services.

    -      Negative reviews or comments on social media are a good way to showcase to the public (which includes current and potential customers) how your business handles customer complaints.

    -      Look at your competitors to see which social media channels they focus on and how they utilize those platforms within their business. That’s a good place to start.

    -      Your followers want to interact with influencers. That’s why social media platforms work so well. They have the capability to interact, unlike traditional media like TV, radio and print. 

    -      Social media is a great opportunity to engage with your customers and marketing efforts on a personal level.

    Quote:

    “Think about how you can customize the different social media channels to fit your business, regardless of your industry.”

    About:

    Elma Beganovich leads A&E’s efforts in building the company’s list of world-renowned partners and clients. Her area of expertise includes identifying roles that A&E can play for a variety of brands in different industries, as well as developing terms and scope of those partnerships.

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  • Top Takeaways:-      Influencer marketing is a way to add to your...
  • Array ( [id] => 9f13ca18-72c4-11eb-8a2e-07c4c48c11d2 [createdAt] => 2021-02-19T16:10:37.280+01:00 [updatedAt] => 2021-02-19T16:11:32.437+01:00 [title] => Delivering an All-Inclusive Online CX Featuring Rafi Glantz [pubdate] => 2021-02-23T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/9f13ca18-72c4-11eb-8a2e-07c4c48c11d2/image/uploads_2F1613747424649-n0o2acbugsg-930bb316bffaac17775e2f8623f1fb9d_2FRafi%2BGlantz%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Web accessibility is required by the law for almost every business in the United States.

    -      According to the CDC, 26% of American adults are living with some form of a disability, and it’s up to American businesses to make sure that all their public spaces are accessible to everyone.

    -      Accessibility cannot truly be widespread until it is affordable, simple enough for the average business owner to install, and in a format that allows businesses to ‘set it and forget it’ with minimal to no upkeep.

    -      Right now, the WCAG (Web Content Accessibility Guidelines) created by the W3C, is the only internationally recognized set of guidelines for web accessibility.

    -      After surveying over 10 million web pages, 98% of those pages failed to be completely accessible.

    -      The ADA (Americans with Disabilities Act) states that public places of accommodation need to be accessible to everybody. In 2018, the Department of Justice said business websites are also considered places of public accommodation.

    -      Customers who have disabilities sometimes already have assistive technology that can detect web accessibility when navigating different websites.

    -      Being an accessible company increases brand reputation and helps ensure every customer has a positive experience with you.

    Quote:

    “Many businesses have no idea that they are required by law to be web-accessible, mostly because no one has ever brought their website’s inaccessibility into question.”

    About:

    Rafi Glantz is a sales and marketing executive, small-time musician, and big-time dog lover who currently leads accessiBe’s Strategic Partnerships efforts and collaborates with both partners and people with disabilities worldwide to increase awareness of web accessibility. 

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  • Top Takeaways:-      Web accessibility is required by the law for almost...
  • Array ( [id] => 83b078bc-6f99-11eb-8e7f-e77ef6b0e5b8 [createdAt] => 2021-02-15T15:24:29.481+01:00 [updatedAt] => 2021-02-15T15:25:24.472+01:00 [title] => Creating Customer Loyalty In a Digital World Featuring Christy Augustine [pubdate] => 2021-02-16T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/83b078bc-6f99-11eb-8e7f-e77ef6b0e5b8/image/uploads_2F1613399051396-zulgaew3lwp-cc802eefe910c13272f44bf43817f94b_2FChristy%2BAugustine%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Personalization has been and continues to be the big buzzword in the world of customer experience.

    -      In just a matter of a few months, COVID-19 forced businesses 2-3 years into the future of digital commerce and digital customer experiences.

    -      COVID-19 has also affected the way customers shop, especially with grocery stores, which saw a 300% increase in online purchasing over the last year.

    -      Amazon has set the bar for the eCommerce experience. Customers are learning to expect Amazon levels of service and CX from everyone else.

    -      The pandemic has introduced us to an era where customers are buying almost everything they need online.

    -      Success today involves customer acquisition, customer loyalty and continuing the same customer experience so that customers can predict what to expect.

    -      Information and transparency from your business are the keys to creating confidence and building loyalty with your customers.

    -      Companies need to tie technology, algorithms and AI into the experience customers have with human employees instead of sacrificing one for the other.

    Quote:

    “Realize that the customer’s experience with you isn’t just when the customer is on-sight, but all the way through the customer’s journey, from the beginning until they come back the next time.”

    About:

    Christy Augustine, Chief Operating Officer at Bloomreach, leads Bloomreach’s efforts to arm customers with the tools and knowledge they need to successfully compete in demanding markets. She is a leading thinker in e-commerce, having been a manager at Bain & Co., focused on technology, retail and strategy.

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  • Top Takeaways:-      Personalization has been and continues to be the big...
  • Array ( [id] => 98b2957c-67cb-11eb-8076-0f66de4afbba [createdAt] => 2021-02-05T17:02:50.265+01:00 [updatedAt] => 2021-02-05T17:03:47.495+01:00 [title] => Welcome to the MEconomy Featuring Gabe Larsen [pubdate] => 2021-02-09T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/98b2957c-67cb-11eb-8076-0f66de4afbba/image/uploads_2F1612540949050-lkwdx1159ga-7fbaeae28c77c72720e265de376b6935_2FGabe%2BLarsen%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:
    • The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort. That’s convenience!
    • A perfect omnichannel experience allows a customer to start a support conversation through one channel and finish the same conversation in another without having to repeat information.
    • Kustomer has found that 77% of customers expect their problem to be resolved immediately, placing an emphasis on ‘real-time’ customer service strategies.
    • Personalization has only grown more important throughout the COVID-19 pandemic. Customers are used to it, and it’s not going away.
    • Chatbots have an important role to play. The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system.
    • It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service.
    • Incorporating self-service, real-time responses, personalization, and communication channel-of-choice can ultimately lead to a convenient experience for customers.
    Quote:

    “The five pillars that define a me-conomy include self-service, real-time, personalization, channel-of-choice, and low effort.”

    About:

    Gabe Larsen currently leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital. Prior to joining Kustomer, Gabe was the VP of Marketing for XANT where he helped create the sales acceleration category and grow the company to nearly one-hundred million in revenue.

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  • Top Takeaways: The Me-conomy is about giving the customer what...
  • Array ( [id] => 03519be6-624d-11eb-98e5-a378f29bf713 [createdAt] => 2021-01-29T17:14:07.241+01:00 [updatedAt] => 2021-01-29T17:22:55.737+01:00 [title] => The Evolution of CX Featuring Scott Harris [pubdate] => 2021-02-02T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/03519be6-624d-11eb-98e5-a378f29bf713/image/uploads_2F1611936836958-j6sfgwcbzde-38540f06ad2a08f762ed867e1fa1c61e_2FScott%2BHarris%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      Scott Harris defines creating ‘wow’ as helping your customers always get more out of CX and going over and above in delivering for your customers.

    -      If you wait until the end of an interaction to survey your customers, you are essentially surveying the memory of an experience.

    -      CX for years has been about collecting and analyzing data to make great business decisions. Now that same data can be used as a behavioral driver powering better customer experiences in the immediate moment.

    -      Legacy CX is telling your customers that their feedback matters because you will be using their feedback to shape the experience for future customers.

    -      CX feedback in real-time empowers the brand to fix the experience immediately for customers that report problems, which in turn creates confidence and trust in your brand and the experience.

    -      We’re now seeing a paradigm shift in CX that empowers not only the customer but also the employees to shape the experience.

    -      Customers who leave positive reviews in a survey allow for opportunities to automatically send follow-up messages and offers for these happy customers to join your rewards program, for example.

    -      Even small businesses can take the concept of sending immediate surveys to help create a better experience for their customers. Not every company needs data-driven software to fix customer issues and improve CX overall.

    -      In the enterprise world, there is ROI everywhere and with billions of dollars lost from poor customer service every year, companies cannot afford to use the old paradigm of CX anymore.

    -      Companies are evolving to systems, processes and connectivity that allows them to interact with their customers and improve CX in real-time.

     

    Quote:

    “Legacy CX is asking your customers for their feedback so that you can try to do better for customers in the future. What if that feedback could make you better right now?”


    About:

    Scott Harris is the CEO and founder of Experience.com, a game-changing Experience Management Platform (XMP). Harris is also the author of CX 2.0: Create WOW Customer Experiences, which outlines the future of real-time experience management, released in 2020. 

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  • Top Takeaways:-      Scott Harris defines creating ‘wow’ as helping your customers...
  • Array ( [id] => 15776ddc-5cc6-11eb-992a-4f3f56cef6ea [createdAt] => 2021-01-22T16:25:39.816+01:00 [updatedAt] => 2021-01-22T16:27:05.123+01:00 [title] => The Reality of Offensive Customer Behavior Featuring Eric Williamson [pubdate] => 2021-01-26T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/15776ddc-5cc6-11eb-992a-4f3f56cef6ea/image/uploads_2F1611329074758-4lkf2tb2l9g-563bc84f4a08aff4c76358d4b583254d_2FEric%2BWilliamson%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real-time.

    -      Abusive behaviors from customers do exist and companies need to be more aware of these harmful interactions.

    -      Of the 82 million customer interactions CallMiner examined, just under 50% of those interactions had some form or mention of profanity. Of those that had some form of profanity, almost 87% had profanity throughout the entire duration of the call.

    -      Customer experience tends to lead people to be concerned only with the customer and less about the contact center agents providing that experience.

    -      Agents are often expected to jump from one call, where a customer uses profanity and exhibits heightened aggression, to another, where the agents are expected to have an upbeat and positive attitude.

    -      Research has found that agents typically require about 30-40 minutes to mentally recover from offensive calls with angry customers.

    -      When customer service agents experience racist and sexist remarks, it can have an impact on those individuals as well as, at an aggregate scale, impact on the company.

    -      Organizations can leverage offensive instances to learn, operationalize a response, change business processes for the better, and create fairer experiences for everyone.

    -      Providing support and loyalty to your employees is just as important as providing support and loyalty to your customers.

    Quote:

    “When we think about customer experience, we’re always thinking about the customer and not about the agent’s experience working in the contact center.”

    About:

    Eric Williamson is CallMiner’s Chief Marketing Officer, with more than 20 years of experience in both the technology and consumer product marketing. Eric oversees all global marketing functions from brand and events, to demand generation as CMO of CallMiner.

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  • Top Takeaways:-      Certain insights from AI and data can be brought...
  • Array ( [id] => 4ac517ca-5756-11eb-b694-2bf014b2ca8e [createdAt] => 2021-01-15T18:22:49.800+01:00 [updatedAt] => 2021-01-15T18:23:54.220+01:00 [title] => 5-Star CX of the Future Featuring Mahesh Ram [pubdate] => 2021-01-19T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/4ac517ca-5756-11eb-b694-2bf014b2ca8e/image/uploads_2F1610731305419-frkehza0aha-a80d4774b2869b4f4ead8330335080ae_2FMahesh%2BRam%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Companies and brands are connecting in new and different ways.

    -      The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand.

    -      Next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers across every channel empowering the consumer 24/7/365 at a global scale.

    -      It’s a myth that automation (via chatbots and workflows) and great customer experience (highly personalized, intelligent, on-brand, human agents) are mutually exclusive. They used to be, but that’s not the case anymore.

    -      Technology is now at the point where you can deliver what customers want, immediately when they want it.

    -      There are 3 key elements of a ‘concierge-like experience’: Personalization, Human + AI, Omnichannel.

    -      Brands can build a truly concierge-like personalized conversational experience very fast with platforms like Solvvy.

    -      Traditional chatbots, the ones you’d see a few years ago, didn’t deliver the type of CX top brands have been needing to incorporate.

    -      The future of CX involves the potential for combined human and AI experiences in customer support. Together is better.

    Quote:

    “The future of CX involves a digitally guided journey to the best possible solution.”

    About:

    Mahesh Ram is the founding CEO of Solvvy, the next-gen chatbot and intelligence CS automation platform. He’s been CEO, founder or early employee of three cloud-based software companies.

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  • Top Takeaways:-      Companies and brands are connecting in new and different...
  • Array ( [id] => 1dccb182-51c1-11eb-ae62-af3bf2daf3e9 [createdAt] => 2021-01-08T15:52:23.522+01:00 [updatedAt] => 2021-01-08T15:53:28.301+01:00 [title] => The New, Better Customer Experience Featuring Dennis Wakabayashi [pubdate] => 2021-01-12T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/1dccb182-51c1-11eb-ae62-af3bf2daf3e9/image/uploads_2F1610117451638-18hll82wfp3-8efbad4262056ff98394701ff9feec5d_2FDennis%2BWakabayashi%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a customer-centric culture. The other half is the people in the trenches, who connect those leaders and companies with solutions.

    -      Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer.

    -      If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).  

    -      The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility.

    -      Touchless and contactless payments have existed since 1997, but have been accelerated and more widely adopted over the past year.

    -      The employee experience has a huge impact on the customer experience. If employees are happy and well-supported, they are able to better support customers and deliver a better experience.

    -      Employee needs will continue to change moving forward. Make the voice of the employee a central part of the decision-making process.

    -      Become a partner to your customers and clients, rather than another vendor. If you’re not a partner, you’re in a potential churn zone where someone else could come along and build a better relationship with your customers.

    -      The inspiration and innovation that comes from teamwork is what drives a customer-centric culture. And that is available to executives free of charge!

    Quote:

    “What is at the center of the productivity conversation is this notion of employee experience. Employee experiences are central to customer experiences.”

    About:

    Dennis Wakabayashi is the VP of CX Solutions Delivery for RR Donnelley, a global business communications firm. He is among the top 50 CX influencers globally and provides relevant customer experience content on many social channels.

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  • Top Takeaways:-      There are two halves to customer-centricity. One is the...
  • Array ( [id] => 2e9b903e-4b75-11eb-8842-6755db8a8811 [createdAt] => 2020-12-31T15:33:42.998+01:00 [updatedAt] => 2020-12-31T15:34:44.957+01:00 [title] => The Power of the Handwritten Note Featuring David Wachs [pubdate] => 2021-01-05T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/2e9b903e-4b75-11eb-8842-6755db8a8811/image/uploads_2F1609425151250-6h4cncjx3aj-71b935830848694929c76990ffcec5f4_2FDavid%2BWachs%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it. Ask yourself, “Is this a gift or a promotional item?”

    -      In today’s world, there is so much mass digital communication—emails, texts and more. That makes a handwritten note stand out even more.

    -      When someone receives a handwritten note, they are more likely to keep it—and even display it. That’s the emotional impact it has.

    -      Define a clear schedule for when you want to connect with your customers. This will give you a series of touchpoints with them throughout the year.

    -      Staying top-of-mind for your customers helps you make your follow-up sale and can make customers come back to do business with you again and again.

    -      There is a lot of ROI to be had from sending handwritten notes, but that can’t be your sole agenda when sending them. It will make the notes come across as insincere, which will drive customers away.

    -      Handwritten notes are great for showing gratitude to your customers. They can also be used to ask your customers to write you a review, to remind them to schedule annual appointments or to apologize for mistakes.

    -      If you do make a mistake with your customer, fix it and send a handwritten note as follow-up. Fixing the problem the right way can increase customer loyalty and the lifetime value of the customer, more than if the mistake had never even happened!

    -      Personalization is crucial for companies of every size. Even massive companies should feel as though they are small and personal to the customer.

    -      Gratitude matters. Show your customers that you appreciate them! It goes a long way.

    Quote:

    “People keep actual handwritten notes. When someone receives a handwritten note from somebody, not only would they read it, they might even put it on display.”

    About:

    David Wachs is the Founder and CEO of Handwrytten, a platform for writing and sending handwritten notes at scale. He is a serial entrepreneur and frequent speaker on marketing technology. Previously, David was the Founder and President of Cellit.

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  • Top Takeaways:-      If you send a personalized item to your customers,...
  • Array ( [id] => 3a969c06-4537-11eb-900a-df9dfb9f10c2 [createdAt] => 2020-12-23T16:55:07.316+01:00 [updatedAt] => 2020-12-23T16:56:04.241+01:00 [title] => Emotional Engagement and Customer Centricity Featuring Vibhas Ratanjee [pubdate] => 2020-12-29T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/3a969c06-4537-11eb-900a-df9dfb9f10c2/image/uploads_2F1608738885003-06g4m9d4pbzu-b1291eea97d5dc6e86ca66cac30184b8_2FVibhas%2BRatanjee%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction—it’s about an emotional connection with your customers.

    -      There are three components involved in getting everyone in an organization aligned: leadership, culture and talent.

    -      In order for leaders to be truly customer-centric, they must be immersed in the customer experience. That means spending time on the frontlines of customer service.

    -      Give your customers a voice in your company. Actively involve them in problem-solving and give them a seat at the table.

    -      Leaders must model the company culture they wish to see.

    -      Customer centricity must be part of an organization’s values. These values must be visible to all employees and felt by customers. Define the behaviors you wish to see and empower those frontline employees to deliver on those values.

    -      Even internal employees who may never directly interact with customers still have an impact on the customer experience. Every employee must recognize their place in the customer journey.

    -      Emotional engagement is driven by three metrics: pride, passion and confidence.

    -      Engaged employees lead to engaged customers. Fully engaged employees and customers translate into greater profit and success for your company.

    -      Service values are similar to core values. They define standards of service on how to delight customers and should ignite and inspire employees, not stifle their initiative.

    -      Recognize the difference between skill, talent and knowledge. Skill can be transferred, knowledge can be learned, but talent is innate. Part of hiring right is finding that talent.

    -      Much of driving customer-centricity boils down to measurement. Measurement alone isn’t enough, though—you must use what you learn to improve the process and drive a better customer experience.

    Quote:

    “A customer-centric culture is one where everyone is engaged in creating engagement for our customer. That engagement is emotional engagement, not just satisfaction or loyalty.”

    About:

    Vibhas Ratanjee is a Senior Practice Expert with Gallup who specializes in organizational development, culture change and executive-level engagement strategies. Vibhas is an executive coach and a leadership consultant to senior executives and CEOs, as well as a well-known speaker and author.

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  • Top Takeaways:-      Customer centricity happens when everyone in the organization is...
  • Array ( [id] => bb764f2a-4144-11eb-a0c1-3f81ac4f48b0 [createdAt] => 2020-12-18T16:21:42.342+01:00 [updatedAt] => 2020-12-18T16:23:19.153+01:00 [title] => Stronger Through Adversity Featuring Joseph Michelli [pubdate] => 2020-12-22T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/bb764f2a-4144-11eb-a0c1-3f81ac4f48b0/image/uploads_2F1608304848120-sosffct9p5-8ba9642bf3d8c4c53e386de84939c687_2FJoseph%2BMichelli%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      You may not always be able to keep doing things the same way you have always done them, especially under time constraints. The ability to adapt is crucial.

    -      Difficult, frightening and challenging times can become opportunities to really shine as a brand and as a company.

    -      Show appreciation to your customers! Call them to thank them for their recent purchase without any sales agenda. This gesture goes a long way.

    -      Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience.

    -      A “luxury” experience does not mean a slow experience. Focus on creating an elevated sensory experience by meeting your customer where they are.

    -      Not every moment within the customer experience is equal. Focus on managing the beginning, end, high points and pain points.

    -      Brand promises of customer centricity were put to the test once the pandemic hit. Leaders and companies will be remembered for how they behaved during a crisis.

    -      You don’t need to be perfect. Be honest and own your mistakes, and keep working to improve the world around you.

    -      One of the most powerful things a leader can do is listen. That’s much of what customer service is all about.

    -      The word for 2020 is empathy—followed by “you’re on mute!” Don’t lose hope, find the humor, and keep moving forward.

    Quote:

    “Leaders throughout the pandemic said they were moving between front, middle and back more than they’ve ever had to before. You have to have a fluidity of leadership style to a greater degree than prior to the pandemic.”

    About:

    Joseph Michelli, Ph.D., is a certified customer experience professional, international keynote speaker and the bestselling author of nine business books. He helps leadership teams improve the experiences they provide for team members and customers.

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  • Top Takeaways:-      You may not always be able to keep doing...
  • Array ( [id] => ee4fdbe6-3bc7-11eb-b134-a3ece9b8b34b [createdAt] => 2020-12-11T16:45:44.752+01:00 [updatedAt] => 2020-12-11T16:46:42.512+01:00 [title] => Know Your Customers Featuring Gabriele Masili [pubdate] => 2020-12-15T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/ee4fdbe6-3bc7-11eb-b134-a3ece9b8b34b/image/uploads_2F1607701527336-dn3bdqefvq8-5747e270c95a5d1336f9cf4a6c280879_2FGabriele%2BMasili%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Customer success and customer support are related, but different. Customer success is about proactively helping customers to get the most value out of a product or service, while customer support is about reactively solving customer issues.

    -      Almost every company today is seeking ways to build and deliver connected customer experiences using technology. Having an online business presence is not an option—it’s a necessity.

    -      Artificial Intelligence (AI) will not replace human agents. Instead, it augments the capabilities and ingenuity of human experts. The result is a more efficient—and delightful—customer experience.

    -      AI comes in many forms (chatbots, voice systems on phones, etc.) and cab be a quick, easy and convenient way for customers to get a solution to a simple problem.

    -      AI needs to be able to recognize when it should transfer the customer to a live agent. This can happen when the customer asks to be transferred, when the AI recognizes it doesn’t have the right knowledge to help, or when it detects customer frustration.

    -      When transferring to an agent, AI should deliver as much information as possible to that agent. This includes the issue the customer is calling about, who they are and their history with the company.

    -      Executives should regularly take customer support cases and calls so they know exactly what it’s like on the frontlines of their organization’s customer experience.

    -      Don’t sacrifice the emotional, human connection you have with your customers in favor of the latest tech.

    -      The future of customer service and experience is more of the ‘know me’ desire. Customers want an experience that is personalized to them as individuals.

    Quote:

    “Customer success is proactively helping achieve what they need. Customer support is reactively helping customers whenever something is not working.”

    About:

    Gabriele Masili is the Global VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He leads the Digital Customer Experience Council across Microsoft and is responsible for enhancing customer and employee connected experiences.

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  • Top Takeaways:-      Customer success and customer support are related, but different....
  • Array ( [id] => b2a4f2c4-3655-11eb-abba-b36f3c553dd3 [createdAt] => 2020-12-04T18:25:26.192+01:00 [updatedAt] => 2020-12-04T18:26:25.967+01:00 [title] => Create Value for Your Customers Featuring Teresa Anania [pubdate] => 2020-12-08T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/b2a4f2c4-3655-11eb-abba-b36f3c553dd3/image/uploads_2F1607102695651-8k1de7k4yk-ece8e9cb64092927544271d82f501a1c_2FTeresa%2BAnania%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Customer service is what ties all other aspects of a business together. It is the marriage of sales, marketing, product management and more.

    -      Customer success and customer service are not the same, but they are closely related. Success is about proactive outreach, whereas service is reactive. But they are both part of creating a great customer experience.

    -      Never leave the customer entirely alone or cease communication with them, even after the initial onboarding process. Maintain communication to ensure they get the most value out of your products and services.

    -      Don’t wait until it’s time for the customer to renew their subscription or contract with you to reach out to them.

    -      Renewal isn’t the goal; the goal is helping the customer get the most value. If you do that, the renewal follows naturally.

    -      Collect and use data to personalize and contextualize your interactions with your customers.

    -      COVID-19 has changed customer service. It’s still about helping customers through their entire journey, but individual needs may have changed. Meet customers wherever they’re at and help them recover and plan for the future.

    -      Care for your employees just as well as you care for your customers. The employee experience directly affects the customer experience.

    -      Give customers a voice in your company. This is possible for companies of every size and greatly improves the customer experience.

    Quote:

    “Our goal shouldn’t be about the customer is buying from us. Our goal should be about them getting value.”

    About:

    Teresa Anania is VP of Global Customer Success and Renewals at Zendesk. She helps customers realize maximum value across the customer lifecycle, resulting in renewal and customer satisfaction. 

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  • Top Takeaways:-      Customer service is what ties all other aspects of...
  • Array ( [id] => 8f5e6226-331e-11eb-b222-eba7b814aad4 [createdAt] => 2020-11-30T16:13:11.207+01:00 [updatedAt] => 2020-11-30T16:15:05.131+01:00 [title] => How Chatbots Can Deliver Better Customer Service Featuring Philippe Mesritz [pubdate] => 2020-12-01T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/8f5e6226-331e-11eb-b222-eba7b814aad4/image/uploads_2F1606749126326-d3dkjr9szeg-b702fb6eb997d08a79011d5b68ea00b5_2FPhilippe%2BMesritz%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Now more than ever, it’s incredibly important to pay attention to your digital customer experience. Most organizations have made the move to virtual, and all should understand how their customers are connecting with them.

    -      The COVID-19 pandemic has accelerated what was already starting to happen in terms of technology. We have been thrust 3-5 years into the future.

    -      Technology allows brands to reach customers where they are rather than forcing customers to come to brands. It also helps brands communicate more effectively with their customers for a faster, better experience overall.

    -      Both customers and chatbots must be able to decide when to switch from AI to a human being. And, it should be an easy and seamless transfer. Otherwise, customers may end up frustrated with the experience.

    -      People use AI all the time without realizing it. It’s important to remember that even big, well-known bots (such as Amazon Alexa and Google Home) that are powered by massive AI can still make mistakes.

    -      Bots can be just as—if not more—effective in supporting agents behind the scenes as assisting customers on the front line.

    -      Train your agents how to interact with and interpret your chatbot. Working together, agents and chatbots can provide a much better experience to the customer.

    -      Your chatbot should work side-by-side with your CRM to help agents better understand your customers. A single pane of glass, with all the customer’s information, is ideal!

    -      Chatbots will not replace agents. Instead, the roles of those agents will change and evolve alongside chatbots.

    -      Both humans and chatbots have their strengths. Chatbots are good at automation, speed and efficiency, whereas humans excel at critical thinking and relationship development. You can’t automate a relationship!

    Quote:

    “Think about your customers’ digital experience as the first solution, the first frontier and the thing your company wants to solve for.”

    About:

    Philippe Mesritz is the first VP, Customers for Life at Khoros, a tech company that helps companies better connect with their customers online. He has over 20 years of customer-facing experience and previously ran the support services organization.

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  • Top Takeaways:-      Now more than ever, it’s incredibly important to pay...
  • Array ( [id] => 663fdfc2-2b54-11eb-ba36-87b13fb4504c [createdAt] => 2020-11-20T18:18:25.747+01:00 [updatedAt] => 2020-11-20T18:19:29.306+01:00 [title] => Become Your Customer’s Trusted Advisor Featuring Todd Hartley [pubdate] => 2020-11-24T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/663fdfc2-2b54-11eb-ba36-87b13fb4504c/image/uploads_2F1605892648962-qs1hhtvzu5j-d89838ded4c9b340d8a7c4a025201b1a_2FTodd%2BHartley%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor.

    -      Customer service training is your most valuable asset. It is always worth investing in.

    -      More often than not, customers leave companies due to a lack of transparency or authenticity.

    -      An amazing customer experience can translate directly into word-of-mouth marketing.

    -      The customer experience doesn’t start after a customer makes a purchase or even on the first sales call. It begins at the first interaction the customer has with your company, which could be as simple as them browsing your website.

    -      The sales experience is part of the larger customer experience. It’s what makes the customer say “yes” the first time, and hopefully keep saying “yes” over and over again.

    -      Sales and service go hand-in-hand. If you’re in the sales process, your goal should be to demonstrate an above-and-beyond level of helpfulness and willingness to help your customers achieve their goals.

    -      Video is a very powerful and effective tool and can be used for a variety of purposes. For example, send a video proposal instead of a PDF, or send a video recap to a decisionmaker after an important call. Video can also be used to cross-sell or upsell in the right scenarios.

    -      Take the opportunity to learn what your client’s criteria for success are and position yourself in their future. Just ask: A year from now, what would have to happen for you to feel working with us was a success?

    -      Ritualizing video into your CX can answer questions, share new information and position you to become your customer’s trusted advisor.

    Quotes:

    “If you become a trusted advisor, you become a magnet for new opportunities, because the customer knows that you will take care of them at a very impressive level.”

    About:

    Todd Hartley is the Founder and CEO of WireBuzz and a rock star of remote selling, video marketing and sales optimization. He creates effortless, on-demand buying experiences that improve clarity and eliminate confusion.

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  • Top Takeaways:-      The goal of customer service should be to answer...
  • Array ( [id] => ff5d2058-25f9-11eb-a368-2f4292deef18 [createdAt] => 2020-11-13T22:48:42.609+01:00 [updatedAt] => 2020-11-13T22:49:41.102+01:00 [title] => Customer Service is Engagement Featuring Jeffrey Hayzlett [pubdate] => 2020-11-17T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/ff5d2058-25f9-11eb-a368-2f4292deef18/image/uploads_2F1605303980959-nvlkcr54gbd-3325229c688591f0445432129c47232e_2FJeffrey%2BHayzlett%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways: 

    • No matter what you’re selling, there will always be certain conditions of satisfaction. These will vary from situation to situation, but the basic underlying principle will always be the same: Does it meet the customers’ expectations? 
    • Get in the habit of having frank, transparent conversations with your customers. Communication is key! 
    • Customer service is all about engagement. That’s what people crave more than ever. 
    • Packaging is important and includes more than just what’s on the outside of a product. It could include word choice and tone or mode of delivery. Make sure the packaging is an accurate and positive representation of your brand identity. 
    • While packaging is important, it isn’t everything. The product still needs to do what it’s supposed to do and meet customer expectations. 
    • Customer service has always been about relationships and engagement. The number of followers you have on social media, for instance, doesn’t matter if those followers don’t have a relationship with you and aren’t truly engaged. 
    • Look for the people who are so fully engaged with you that they’ve become your biggest fans. Those people will organically drive more connections for you by telling their friends and family about you and the experience you provide. 
    • Your best innovations and insights can come directly from your engaged customers.  
    • Customer complaints can provide valuable information on how you can improve your products and services. 
    • Leaders and managers need to get on the front line and have discussions with customers to gain an accurate view of what’s happening within their company. 
    • Define and identify your “dream customer.” Recognize you can’t please everybody, but this will help you focus your company vision. 

    Quote: 

    “Every executive should be the most strategic person in the room. You can’t necessarily be the smartest person in the room, but you can become the most strategic through education, motivation, inspiration and the chance for a little monetization.” 

    About: 

    Jeffrey Hayzlett is a global business celebrity, speaker, bestselling author, primetime TV host and podcast host. He is the Chairman of C-Suite Network, home of the world’s most trusted network of C-Suite leaders. 

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  • Top Takeaways:  No matter what you’re selling, there will always be certain conditions...
  • Array ( [id] => a8cd3d10-22a5-11eb-815c-4337aaab856b [createdAt] => 2020-11-09T17:07:26.171+01:00 [updatedAt] => 2020-11-09T17:08:26.079+01:00 [title] => Optimize Your Feedback Loop Featuring Josh Liebman [pubdate] => 2020-11-10T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/a8cd3d10-22a5-11eb-815c-4337aaab856b/image/uploads_2F1604938029242-8tkc4yxku17-fb39b1ac3d6a4550d2d1f902ea525631_2FJosh%2BLiebman%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally.

    -      Customer ratings and reviews can be a powerful employee motivator. If they know their performance will be graded, they may strive harder to achieve good results.

    -      It’s important to ask for feedback or reviews while the experience is fresh. Optimize your request so that it occurs either during or after the customer’s experience with your brand.

    -      42% of companies don’t actively collect feedback from their customers. This represents a huge opportunity across the board to implement a survey program to help improve a brand’s experience.

    -      Set up an automated system that collects on an ongoing basis. It is easy to do this using the tools and technology available today.

    -      Making surveys quick and easy will increase the number of customers who complete them. Be upfront and honest about how quick and easy you’ve made the process.

    -      Quantitative surveys should be no longer than 10-12 questions long—ideally shorter. Sometimes it’s good to offer a qualitative (free response) question to allow you customer to tell you how they truly feel in their own words.

    -      After you get the feedback, you must respond to it. Ideally, you should respond to every single review (positive and negative), but if you have limited resources, prioritize responding to the negative reviews. These are opportunities!

    -      Remember, when you respond to a negative review, you’re not only talking to the customer who wrote it, but all potential customers who may read the review. One bad review could turn away up to 30 potential customers if not handled correctly.

    -      After responding to feedback, you must react to it inside your organization. This could mean fixing a broken process or improving an aspect of your service.

    -      Dig deeper than the surface of what a bad review is telling you. For instance, if someone complains about the price, the right thing to do isn’t necessarily to drop the price. Instead, ask if you’re providing the value customers expect.

    Quote:

    “Strike while the iron is hot. Ask for feedback or a review while the experience is still very fresh in your customer’s memory. Take a proactive approach and incorporate asking for feedback into the hospitality component of your business.”

    About:

    Joshua Liebman is the founder of BackLooper, a consumer insights tool that helps businesses optimize their feedback loop and foster customer loyalty. His passion for customer experience comes from his background in hospitality and tourism.

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  • Top Takeaways:-      First you have to get customer feedback. Next you...
  • Array ( [id] => 3a5cfd6a-1ae0-11eb-8785-6b94673ac7f7 [createdAt] => 2020-10-30T19:46:31.891+01:00 [updatedAt] => 2020-10-30T19:47:41.019+01:00 [title] => Eradicating Mediocrity in Customer Service Featuring Daniel Rodriguez [pubdate] => 2020-11-03T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/3a5cfd6a-1ae0-11eb-8785-6b94673ac7f7/image/uploads_2F1604083576666-2qniqoal84j-9d9b21654a7abf50b27818b92e51d10d_2FDaniel%2BRodriguez%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Don’t fall into the trap of thinking your service is “good enough.” “Good enough” service is never good enough.

    -      Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers.

    -      Companies must utilize AI and technology alongside a human element in the customer experience. Technology alone won’t work.

    -      Think of your customers in terms of the classic iceberg metaphor. There is so much more going on underneath the surface than what is clearly visible. Work to understand those behaviors and motivators you don’t immediately see.

    -      NPS and CSAT scores are not enough to get the big picture of your customer base. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction.

    -      Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people. This will affect your brand reputation and could result in missed opportunities and lost revenue.

    -      We are in the age of the “now” customer. Customers are no longer willing to wait for answers or products, but companies still believe they are.

    -      It’s crucial to mystery shop your own business so you can get real data to help you understand what is truly happening with your customer base and how your company can improve areas of weakness.

    -      Deflection is not a customer-centric concept. You can offer your customers alternatives, but always give them the option to come back.

    -      For more, read Simplr’s report, “The State of CX in 2020” and attend (or rewatch) Simplr’s webinar, “How to WOW the NOW Customer” featuring Shep and Daniel!

    Quote:

    “‘Good enough’ is not good enough. A ‘good enough’ mentality causes you to rest on a laurel that is a false presumption of loyalty by your customers and future customers.”

    About:

    Daniel Rodriguez is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. Before Simplr, he served as VP of Marketing for Seismic and co-founded multiple other companies.

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  • Top Takeaways:-      Don’t fall into the trap of thinking your service...
  • Array ( [id] => aeafbed2-1540-11eb-aa4f-7bae17a30c41 [createdAt] => 2020-10-23T17:01:51.760+02:00 [updatedAt] => 2020-10-23T17:02:51.859+02:00 [title] => Automate the Process, Never the Relationship Featuring Matthew Barnett [pubdate] => 2020-10-27T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/aeafbed2-1540-11eb-aa4f-7bae17a30c41/image/uploads_2F1603465289740-84tl6ju5wyo-7d3aa4b916443cc8cd47b99d593e1a36_2FMatthew%2BBarnett%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your culture.

    -      The first thing you do should be to define your company’s culture and values. Do this early on with intention instead of waiting for it to happen accidentally in the future. Be specific about what your values are.

    -      Assemble a team of your colleagues and employees and work together to define and refine your company’s culture. The people you hire affect the culture you build—for better and worse.

    -      Any time you communicate with your customers, make sure you do so in alignment with your values.

    -      Find the customers that align with your culture and values. Don’t be afraid to “fire” customers if they aren’t a good fit.

    -      Creating an amazing customer service experience really comes down to the idea of delight. Any company can delight their customers.

    -      Build a process where you work delight into various points along the customer journey. The first step is to map out your customer journey and then recognize those opportunities.

    -      It can be difficult to work in delight into an online business—but the opportunity is HUGE. Again, it’s all about mapping the journey (which can be easier online) and putting a process in place.

    -      Creating processes for amazement will eventually become part of your company’s culture. Employees will love it and customers will become “superfans.” This helps you build a great reputation.

    -      Automate the processes you build, but never your relationships. Never sacrifice the human element.

    Quote:

    “It all comes down to the idea of delight. It’s an underutilized word. Have a process for working surprise and delight into every single customer journey.”

    About:

    Matthew Barnett is the CEO and “Papa Bear” of Bonjoro. Originally trained as a designer and artist, Matthew is committed to building both great products and great culture. His goal is to be the next Zappos—the most loved brand in the world.

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  • Top Takeaways:-      Prioritize your company culture above anything else. When customers...
  • Array ( [id] => 2b8cadc4-0fca-11eb-b41d-ab0ecdac032a [createdAt] => 2020-10-16T18:10:55.320+02:00 [updatedAt] => 2020-10-16T18:11:52.502+02:00 [title] => Focus on the Customer, Not the Sale Featuring Lou Gallagher [pubdate] => 2020-10-20T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/2b8cadc4-0fca-11eb-b41d-ab0ecdac032a/image/uploads_2F1602864631740-9qneybpmgz-444bdd77966be2094384c88ea2fc18c9_2FLou%2BGallagher%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale.

    -      When selling technology, focus on solutions and success instead of the technology. Identify business problems and needs before turning to technology.

    -      Lose the mindset of customer service happening only in call centers and contact centers. Go broader, and think instead about consumer engagement and consumer interaction.

    -      Technology has progressed rapidly, opening up new channels of communication. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience.

    -      Ideally, create an omnichannel communication experience. This allows you to communicate with customers across all channels using a single interface on the back end. This creates consistency, helps the agent provide better service and gives the customer a better experience.

    -      Customers and companies alike should ask more open-ended questions when communicating with each other to facilitate productive conversation. Customers should ask what that company is doing to understand their needs and entire journey.

    -      Companies must ask themselves what their consumer engagement strategy is, whether or not it is holistic (stretching company-wide) and if it is truly customer-centric (instead of product- or sale-oriented).

    -      As technology changes so quickly, be mindful of how you do and don’t adopt it. Don’t get too enamored with new tech and lose sight of the humans behind it—both your customers and employees.

    -      Everyone in an organization has a positive or negative impact on the customer service and experience, not just the customer service department. It’s part of the company’s culture.

    Quote:

    “Everybody, in every organization, has positive and/or negative impact on consumer (customer) interaction. Consumer interaction is part of the culture.”

    About:

    Lou Gallagher is a Consumer Engagement Specialist at Mitel. With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX.

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  • Top Takeaways:-      Become a partner to your customer. Work to solve...
  • Array ( [id] => 941df838-0977-11eb-833f-2f11c8778c60 [createdAt] => 2020-10-08T17:04:35.553+02:00 [updatedAt] => 2020-10-08T17:05:36.192+02:00 [title] => Understanding Gen Z as Customers and Employees Featuring Jason Dorsey [pubdate] => 2020-10-13T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/941df838-0977-11eb-833f-2f11c8778c60/image/uploads_2F1602169465757-d9y8bbbs6a7-eabb536279b0590c556f2bc7f4a0e8e8_2FJason%2BDorsey%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      To understand Generation Z as consumers is to understand the future of your (and every) business. They are the fastest growing generation in the workforce, the number one generation of consumer trendsetters (they even influence Baby Boomers!) and the most likely to write positive things online and recommend brands to others.

    -      The oldest members of Gen Z are 25 and most of them do not remember 9/11.

    -      While it’s important not to box people in by generation, knowing a customer’s generation can give you clues that help you better understand them. This, in turn, can help you faster connect, build trust and drive influence with those customers.

    -      When making a purchase decision, Gen Z customers look for a few key things: low price, ease of purchase, ratings and reviews, ease of returns and if someone they know previously made that purchase.

    -      Gen Z wants an experience before they buy something. When they do buy something, price (not the lowest price) is important to them and they always expect a good deal. They will pay more for an all-inclusive experience if they feel it is a better deal than the cheapest option.

    -      Ease of purchase is all about asking yourself how simple you can make something so it just works. Often, this involves utilizing new tech—but be careful not to sacrifice the human connection!

    -      Offering easy returns reduces the risk for online and first-time purchases, which consumers perceive to be very high-risk. Reducing risk helps overcome objection in the sales process.

    -      Ratings and reviews are incredibly important to all consumers, not just Gen Z. Even more important is knowing someone personally who bought that product or service before. Family and friends’ opinions are the most trusted, even if their tastes do not match the purchaser’s.

    -      To understand your consumer base better, create a generational snapshot and put it into a pie chart. Create practical urgency to bring in that next generation to ensure your business lasts.

    Quote:

    “Generations are not boxes. Generations are powerful and predictive clues. If you know those clues, you can faster connect with, build trust and drive influence, which is ultimately what customers want.”

    About:

    Jason Dorsey is the President and Co-Founder of The Center for Generational Kinetics as well as a leading generational researcher, speaker and author. His latest book is Zconomy: How Gen Z Will Change the Future of Business—and What to Do About It.

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  • Top Takeaways:-      To understand Generation Z as consumers is to understand...
  • Array ( [id] => 17bbea00-071c-11eb-a2b4-e77a1c9bc37d [createdAt] => 2020-10-05T17:04:40.347+02:00 [updatedAt] => 2020-10-05T17:05:44.937+02:00 [title] => A Customer Experience They Can’t Refuse Featuring Steven Van Belleghem [pubdate] => 2020-10-06T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/17bbea00-071c-11eb-a2b4-e77a1c9bc37d/image/uploads_2F1601910216676-78n30frakuw-6e1d7fa75f588587a163a64753d4199c_2FSteven%2BVan%2BBelleghem%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      The year 2020 has thrown us into the future technologically. This creates many new opportunities for companies to make their customers happy and make their lives easier.

    -      Customers increasingly expect companies to take a stance on social issues. Remaining silent is no longer an option. Companies must have a point of view, share it with the world, take action and be transparent about the journey.

    -      Companies don’t need to change the whole world to make a positive impact; they just need to change their world. Find your company’s strengths and leverage them to tackle concrete challenges in society that matter to you.

    -      As a bare minimum, you must offer a good product for a good price and with good customer service. In the past, this was all it took to make customers happy. Today, they expect more.

    -      To be truly successful, companies must know how to create convenience for their customers, especially digital convenience.

    -      A good, working digital interface is a necessity. It must help customers save either time, money or energy (or, ideally, all three)—the resources that no one ever has enough of.

    -      Look beyond your product and think about the human being that is your customer. Become a partner in their life by asking how you, as an organization, can add value to their life. This is the future of customer experience.

    -      Identify the tradeoff your customers must make when they buy from you or any company in your industry. What can you do to reduce or even eliminate it? Develop a process and make it part of your mission statement and brand identity.

    Quote:

    “Companies don’t have to change the world. They just have to change their world. Look at the strengths of your organization and see how you can leverage them to solve the concrete challenges in society. This is your responsibility as a business owner.”

    About:

    Steven Van Belleghem is a co-founder and board member of nexxworks. He is an entrepreneur, an international keynote speaker and the bestselling author of four books. His latest book, The Offer You Can’t Refuse, comes out on October 28, 2020.

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  • Top Takeaways:-      The year 2020 has thrown us into the future...
  • Array ( [id] => 6575628a-ff5b-11ea-b654-b3e2ab8c0efb [createdAt] => 2020-09-25T20:17:39.726+02:00 [updatedAt] => 2020-09-25T20:23:47.617+02:00 [title] => Mystery Shop Your Customer Experience Featuring Claire Boscq-Scott [pubdate] => 2020-09-29T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/6575628a-ff5b-11ea-b654-b3e2ab8c0efb/image/uploads_2F1601057853473-78caxr186hr-61956a249f71280519e05dda20e1a476_2FClaire%2BBoscq-Scott%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      It’s important for any and every business to measure the level of service they provide. After all, you can’t change what you don’t measure. Mystery shopping is one method of measuring the customer experience a business provides.

    -      When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure.

    -      Follow the customer journey as closely as possible to get the best read on what the customer experience is like.

    -      Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization.

    -      Measuring your customer service and experience gives you an objective perspective of what works and what doesn’t work.

    -      Once you get your results, you must use them. Develop new strategies and implement training where it’s needed. Continue to measure. Identify gaps and celebrate success. Over time, this will vastly improve your CX.

    -      Design and roll out an internal program before an external one. In other words, focus on your employees and their experience first. Get everyone in alignment with your mission and how they play a part in the customer journey.

    -      Remember that the beliefs and behaviors of leaders and managers will be passed on to employees. Leadership must model the actions and attitudes they want to see in their employees. It starts at the top.

    -      Now, more than ever, companies must take care of their customers, across every touchpoint and channel. Start by putting people (employees and customers) at the center of your business and show that your truly care.

    Quote:

    “Being able to measure customer service gives you feedback on where to develop new strategies and implement training. Then, measure again to identify gaps and celebrate success.”

    About:

    Claire Boscq-Scott is keynote speaker, consultant and trainer specializing in retail and hospitality with over three decades of mystery shopping and customer service experience. She is the author of three books, the latest of which is The Secret Diary of a Mystery Shopper.

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  • Top Takeaways:-      It’s important for any and every business to measure...
  • Array ( [id] => 6a08e9ba-f9c6-11ea-99d2-03e60650fb2f [createdAt] => 2020-09-18T17:48:36.585+02:00 [updatedAt] => 2020-09-18T17:49:37.081+02:00 [title] => The Right Way to Measure Amazing Customer Service Featuring Jerry Campbell [pubdate] => 2020-09-22T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/6a08e9ba-f9c6-11ea-99d2-03e60650fb2f/image/uploads_2F1600444110139-xko67u2z9w-498af1f697d76a5b777ee92dcedf3273_2FJerry%2BCampbell%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels.

    -      The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available.

    -      The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee.

    -      Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line.

    -      More than anything, support center agents must be empathetic to the needs of the customer. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric.

    -      Diversity, equality and inclusion (DEI) play a huge role both in support centers and in the overall customer experience. Not being able to connect with customers is a pain point. Call centers must be as diverse and inclusive as the customer base they serve.

    -      Companies should create more self-service options for their customers, especially for common problems. Simply put, customers want this!

    -      AI will never fully replace the human support agent. A bot will only get you so far before a human has to interject. A better solution is to integrate tech with your human employees to provide a better customer experience.

    Quote:

    “How do you make something simple? You start with your process. If you don’t have your processes in place, it doesn’t matter how much technology you get. Tech without process just creates an automated mess.”

    About:

    Jerry Campbell is the Head of Customer Experience (CX) and Social Engagement at 7-Eleven, where he leads a team that delivers “world class” customer service and experience through an omni-channel approach.

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  • Top Takeaways:-      An omnichannel customer service experience is about being able...
  • Array ( [id] => 40edc152-f46e-11ea-814e-37bf603189f1 [createdAt] => 2020-09-11T22:34:56.099+02:00 [updatedAt] => 2020-09-11T22:35:57.216+02:00 [title] => Understanding Customers’ Values in a Digital Age Featuring Geoff Webb [pubdate] => 2020-09-15T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/40edc152-f46e-11ea-814e-37bf603189f1/image/uploads_2F1599856474758-3no9vhvvvwo-aa135fb7201ccee01b2a276f9320524d_2FGeoff%2BWebb%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      There must be a balance between artificial intelligence (AI) and human connection. As with any new technology, there always needs to be a human fallback.

    -      The COVID-19 pandemic resulted in a massive shift in both business and consumer buying preferences and habits. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels.

    -      Think of AI instead as IA, or intelligent assistant. Have it support an employee (versus a customer) so they have faster access to the right information. This helps them work more efficiently to support the customer, which results in a better customer experience.

    -      The role of the salesperson is shifting to that of an expert. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers.

    -      When a consumer knows they can rely on a sales rep or vendor for the fastest, most accurate information, it can drive customer loyalty. Customers will continue to come back because they know they can rely on that company to give them what they need.

    -      In B2B buying, the stakes are incredibly high. Any friction or errors within this sales process could have long-lasting repercussions, costing you not only millions of dollars but even the customer.

    -      Omnichannel solutions can help eliminate friction for both customers and employees. The channels must be easy to use and seamless to switch between.

    -      Companies need to talk to their customers on a much deeper level to understand their new wants, needs and values in reaction to a rapidly changing world. They must also find new ways to create that personalized experience.

    Quote:

    “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”

    About:

    Geoff Webb is the Vice President of Products at PROS, where he works with technology, marketing and go-to-market teams. He has over 25 years of experience in the technology industry in addition to sales and marketing management.

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  • Top Takeaways:-      There must be a balance between artificial intelligence (AI)...
  • Array ( [id] => 7edbeb40-eec1-11ea-8b86-8fb852307c24 [createdAt] => 2020-09-04T17:15:41.239+02:00 [updatedAt] => 2020-09-04T17:16:43.159+02:00 [title] => Getting Inside Your Customer’s Imagination Featuring Chip Bell [pubdate] => 2020-09-08T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/7edbeb40-eec1-11ea-8b86-8fb852307c24/image/uploads_2F1599232492191-4k9eab6p92a-37ef48e21e7c69ccbfc2a74e7932cc8f_2FChip%2BBell%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Good customer service and experience principles can be applied in any relationship—professional or personal.

    -      Successful companies known for their innovation all share common cultural values of curiosity, grounding, discovery, trust and passion. Add these five elements into your relationship with your customers.

    -      Secret #1: Curiosity helps you learn about and understand your customers better. This makes customers feel not just heard, but valued, and makes them more likely to collaborate with you to find new solutions.

    -      Secret #2: Grounding is about focus. Focus on not just your customers’ needs and expectations, but also their hopes and aspirations. This will turn your business relationship into a partnership.

    -      Before you can focus on the customer, you must first understand who you are, what your company is about and what your collective values are. This will help you understand your role in the customer’s journey.

    -      Secret #3: Discovery is about risk-taking, which can be scary, so reframe this around learning. Every risk and every mistake are opportunities to learn something new and improve. You must create a safe environment for your employees and customers so they’ll want to take risks.

    -      Secret #4: Trust is about authenticity, transparency and above all, truth. Companies must emphasize the truth—the whole and complete truth—in their culture and values.

    -      Secret #5: Passion is the energy, enthusiasm and excitement about what you do. Find out how to create that passion and identify what holds you back.

    -      Bring the best of who you are not only to your interactions with your customers and colleagues, but to everyone you encounter.

    Quote:

    “Curiosity, where someone is intensely interested in who we are and what we’re about, is something we don’t experience a great deal. When customers experience it, they feel valued, not just heard.”

    About:

    Chip Bell is a senior partner of the Chip Bell Group, a top customer service keynote speaker and a bestselling author of 24 books. His latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.

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  • Top Takeaways:-      Good customer service and experience principles can be applied...
  • Array ( [id] => 30cb9246-e964-11ea-bcd4-f74a80184f14 [createdAt] => 2020-08-28T21:25:11.272+02:00 [updatedAt] => 2020-08-28T21:26:09.833+02:00 [title] => Building an Authentic Company Culture Featuring Robert Glazer [pubdate] => 2020-09-01T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/30cb9246-e964-11ea-bcd4-f74a80184f14/image/uploads_2F1598642661309-akc6lyalvg-179c3b01176757630d372e0bf69bd766_2FRobert%2BGlazer%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      In order to build a company’s culture, you must lead with consistent values and reward the behaviors you want to see.

    -      When your employees are in alignment with your company culture, you can trust that they will make decisions based on those values without the need for an over-abundance of rules.

    -      A great company culture happens when what you believe, what you say and what your employees do are all in alignment.

    -      When hiring, you must try to attract employees who are in alignment with your organization’s culture and values.

    -      There is great value in the seemingly little things. Everyone has the choice to do something well or poorly, and doing those little things excellently really adds up for customers and colleagues.

    -      Perfection is impossible, but pursuing perfection leads to excellence.

    -      The “overnight success” is a myth. It’s about hard work. Many people have talent, but not everyone has the perseverance and the will to make it work.

    -      There’s an old saying that goes, “How we do anything is how we do everything.” This applies to business as well. Strive for excellence in everything you do.

    Quote:

    “The quintessential example of culture is the organization that has people with consistent values who make decisions based on those values. You don’t need a lot of other rules when you have those values.”

    About:

    Robert Glazer is the founder and CEO of Acceleration Partners, a global partner marketing agency. He is the author of the inspirational newsletter Friday Forward, which inspired his recent book of the same name.

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  • Top Takeaways:-      In order to build a company’s culture, you must...
  • Array ( [id] => 4b9823ce-e3d2-11ea-9946-630782f42235 [createdAt] => 2020-08-21T19:18:13.898+02:00 [updatedAt] => 2020-08-21T19:19:08.384+02:00 [title] => The Voice of the Customer Featuring Simon Glass [pubdate] => 2020-08-25T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/4b9823ce-e3d2-11ea-9946-630782f42235/image/uploads_2F1598030175750-gsnfgznv8ki-7ef66b1f75e3f1c670eb70dedb7a10d6_2FSimon%2BGlass%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Using video can be a great way to connect with your customers and collect their feedback.

    -      In order to build a good customer experience, you must get close to the customer by speaking with them more frequently and understanding the path they’re on. Good CX is about connection and relationships.

    -      It is possible to use technology such as video to build customer connections globally from the comfort of your own home, which can even prompt customers to be more truthful and go deeper in the feedback they provide.

    -      When connecting with customers to gather feedback and insights, make sure to have purposeful conversations with a set agenda. This will help you glean the most useful information.

    -      The best insights come from talking directly with your customers, either one-on-one or in a group setting.

    -      Brands must be prepared to pivot and adapt to rapidly changing customer demands, desires and priorities. Collecting feedback more rapidly can help position companies to meet new consumer expectations.

    -      A good customer service and experience program is more important than ever for all companies in today’s environment. Without one, a company will not succeed.

    -      It’s important to collect qualitative data in addition to quantitative data. This will give you insights on top of numbers. Quantitative data gives you the “what” while qualitative data gives you the “why” behind what your customers tell you.

    -      You must integrate the voice of the customer into your business. This will drive your company into the future and beyond.

    -      Discuss.io’s moderator guides for driving purposeful conversations can be found on their website.

    Quote:

    “Building a good customer experience is about getting closer to the customer, speaking more frequently to the customer and having a finger on the pulse of where the customer is going.”

    About:

    Simon Glass is the Chief Executive Officer of Discuss.io, an enterprise-level smart video platform. He is responsible for overseeing all facets of the business and driving the company’s global development strategy.

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  • Top Takeaways:-      Using video can be a great way to connect...
  • Array ( [id] => 11d783c0-e097-11ea-9460-6f69ccded4df [createdAt] => 2020-08-17T16:36:43.207+02:00 [updatedAt] => 2020-08-17T16:37:49.737+02:00 [title] => Customer Service and Community Support Featuring Michael Houlihan and Bonnie Harvey [pubdate] => 2020-08-18T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/11d783c0-e097-11ea-9460-6f69ccded4df/image/uploads_2F1597674923093-rl4dj3ab5w-4b7b474968752f407e954e6952b850c4_2FMichael%2BHoulihan%2Band%2BBonnie%2BHarvey%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Creating a good customer experience requires doing research. Learn about your customers and their expectations, then build your CX to meet those expectations.

    -      To find out what your customers want, ask them! Incorporate conversations with customers into your business and CX model. Ask people who may not usually get asked. There are many untapped sources of valuable information that will help you succeed.

    -      Know who your customers are, and once you do, you will be able to better market to them personally. Personalization will help your product sell.

    -      Don’t confine yourself to your industry alone. Mine information from other industries. This will help you come up with more creative solutions to problems.

    -      When you support your community, they will support you. The more you give, the more you get. This is the law of reciprocity.

    -      Everybody is in customer service whether they realize it or not. Even if an employee doesn’t have direct contact with a customer, they support someone who does. Customer service must be part of the company’s culture.

    -      Employees who do come into direct contact with customers are best positioned to collect customer feedback. This feedback must be communicated throughout the rest of the organization.

    -      A great product or service alone is not enough to get and keep customers. You must support your great product/service with amazing customer service.

    -      Don’t just be a vendor; be a partner. This means helping your clients and customers succeed with the product or service you offer. This goes beyond customer service and into customer support and customer success.

    Quote:

    “Make friends in low places. Ask questions and gather information from everyone. It’s amazing what you’ll learn about your customers and their expectations.”

    About:

    Michael Houlihan and Bonnie Harvey are the founders of Barefoot Wine and Business Audio Theatre. They are the New York Times bestselling authors of The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand.

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  • Top Takeaways:-      Creating a good customer experience requires doing research. Learn...
  • Array ( [id] => 6c7abee8-d8f2-11ea-b806-9bc3d9ef3e74 [createdAt] => 2020-08-07T23:10:30.177+02:00 [updatedAt] => 2020-08-07T23:13:10.431+02:00 [title] => Subscribe to an Amazing Customer Experience Featuring Robbie Kellman Baxter [pubdate] => 2020-08-11T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/6c7abee8-d8f2-11ea-b806-9bc3d9ef3e74/image/uploads_2F1596834552716-7ji77d7l0xw-f7de0dcb240a0048058fdd93ea1488ea_2FRobbie%2BKellman%2BBaxter%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it into a “forever transaction.”

    -      Everyone is in the subscription/membership business whether they know it or not. Even if there is no traditional subscription involved, customers “renew” by returning to do business companies they like and trust.

    -      A subscription is a tactical decision about pricing, whereas membership is the mindset that a customer is going to be with you for a long time through a formalized relationship.

    -      Thinking of your customers as members opens up new opportunities to deepen and extend new and existing relationships with your best customers. This can happen even without incorporating subscription pricing.

    -      Offering a subscription model can create a more convenient experience for your customers.

    -      To move from a one-time transaction to a subscription, you must first step back and figure out your product or service’s goal as it pertains to customers. Build your subscription around meeting that goal or solving a problem for your customers.

    -      After someone subscribes or becomes a member, you must teach them to make your product or service a habit. If the customer is not engaged or getting value, they will not renew.

    -      Shift your focus from customer support to customer success. This means not only solving customer issues, but helping them use, value and succeed with your product or service.

    -      Focus on your customers’ long-term well-being and success. This will help you build a formal relationship with recurring revenue in any company and any industry.

    Quote:

    “A subscription is a pricing decision. It’s a tactic. Membership is the mindset that the customer is going to be with you for a long time. It makes the entire organization think differently about marketing, products and services. Pricing is just a small part of this very powerful business model.”

    About:

    Robbie Kellman Baxter is the founder of Peninsula Strategies, LLC, a management consulting firm. She is also the author of the bestselling book The Membership Economy. Her new book is called The Forever Transaction.

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  • Top Takeaways:-      Companies can find success by identifying a specific problem...
  • Array ( [id] => 88b49fc2-d373-11ea-a60e-8fdd05c90ee4 [createdAt] => 2020-07-31T23:19:35.634+02:00 [updatedAt] => 2020-07-31T23:20:32.912+02:00 [title] => Closing the Empathy Gap in CX Featuring Andy MacMillan [pubdate] => 2020-08-04T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/88b49fc2-d373-11ea-a60e-8fdd05c90ee4/image/uploads_2F1596230349464-kamfn1p92vg-29ba2c1b82931ad5cd61f1c1b29013ba_2FAndy%2BMacMillan%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their customers are having a good experience with their product.

    -      Brands must remember that they not only sell products and services, but experiences. As much time and effort should be put into making sure the experience is a good one.

    -      Companies build brand loyalty, not technology loyalty. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one.

    -      Though technologies have changed and improved, customer service and experience have remained the same. Nothing has really changed. Customers still want a quick and easy resolution to their problem—and companies want to make their customers happy and get them to come back.

    -      You can’t have a customer-centric culture without putting actual customers at the center of your business. Do not replace customers with data or technology, or your company will suffer in the long run.

    -      Listen to what your customers are telling you about their experiences with you, your products and your services. They will tell you where friction is and what they want.

    -      Every employee at every level of the organization should come into contact with the customer and listen to their feedback. This will foster empathy and create a more customer-focused culture. Leadership must model this.

    Quote:

    “If you want to have a customer-centric business model, you have to have a customer at the center of that business model. Technology does not replace that. Data is great, but it is in no way a way to replace actually building empathy with your customer.”

    About:

    Andy MacMillan is the CEO of UserTesting and a former product executive at Oracle and Salesforce with 20 years of enterprise SaaS experience. He helps companies become more customer-centric.

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  • Top Takeaways:-      Many companies will do “functional testing” to make sure...
  • Array ( [id] => 74ef131c-cdc6-11ea-8d01-f7c45ea33fd2 [createdAt] => 2020-07-24T17:58:03.713+02:00 [updatedAt] => 2020-07-24T17:59:00.473+02:00 [title] => The Golden Rule in Customer Service Featuring Chuck Surack [pubdate] => 2020-07-28T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/74ef131c-cdc6-11ea-8d01-f7c45ea33fd2/image/uploads_2F1595606242700-qgrme8l4k7m-5841446bdc2cbaeb350600b0b20607b1_2FChuck%2BSurack%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

    -      Empower your employees to do whatever it takes to take care of the customer, not just for today or one transaction, but forever.

    -      When you focus on taking care of the customer, the rest of your business has a way of working itself out. Besides, taking care of the customer is simply the right thing to do.

    -      Start creating an exceptional customer experience and company culture by hiring the right talent from the beginning. Look for people the with education and experience necessary, but more importantly, look for people who have “fire in the belly” for taking care of customers.

    -      Once you’ve hired the right people, you must train them to the products, processes, values and culture of your organization. This training should not be a one-time event; it must be ongoing for the rest of their career!

    -      Don’t punish the majority of your customers or employees for the mistakes or wrongdoings of a few.

    -      Empower your employees and then TRUST that they will do the right thing. If you do this right, they will never have to say, “Let me check with my manager.”

    -      Do the right thing for the customer, even if the issue isn’t your fault. Treat the customer how you would want to be treated—as a fellow human being.

    -      When dealing with customers, remember that you don’t know what’s going on in their lives, either. Always look for the good in everyone.

    Quote:

    “I empower all my employees to do whatever they need to do to take care of the customer, not just for this transaction, but forever.”

    About:

    Chuck Surack is the Founder and CEO of Sweetwater in addition to owning ten other businesses. He is a frequent speaker and mentor and mentor on issues such as entrepreneurship, quality customer service and the pursuit of excellence.

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  • Top Takeaways:-      Good customer service and experience is a competitive advantage;...
  • Array ( [id] => c2640c46-c84a-11ea-9404-4770d4771548 [createdAt] => 2020-07-17T18:30:00.251+02:00 [updatedAt] => 2020-07-17T18:31:02.763+02:00 [title] => Creating a Diverse and Inclusive Customer Experience Featuring Lenora Billings-Harris [pubdate] => 2020-07-21T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/c2640c46-c84a-11ea-9404-4770d4771548/image/uploads_2F1595003357545-dsqrcmx0r8w-565214d6b47c807341d03d19783c9371_2FLenora%2BBillings-Harris%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Many people assume (wrongly) that diversity is about equal employment opportunity and affirmative action, which are actually government regulations. Diversity is about who’s on your team.

    -      All metrics prove that if diversity and inclusion are part of your company, you will outperform your competitors.

    -      Diversity of thought on your team helps you become more innovative, make more money and ultimately succeed.

    -      You must ensure that your corporate culture is both diverse and inclusive.

    -      It’s important to remember that for many questions and issues related to diversity and inclusion, there is no one absolute right answer.

    -      It’s one thing to have good intention. However, people cannot read each other’s minds to determine intention; we can only measure the impact our words and actions have.

    -      Racism shows up in the workplace and has a huge impact on both the employee and customer experiences. It is five times harder for Black people to get their foot in the door as it is for white people. It comes down to unconscious bias and microaggressions.

    -      There is a difference between an ally and an advocate. Allies will speak up in the moment if they see something happen. Advocates do this and more; they intentionally disrupt bias and seek multiple ways of breaking down barriers.

    -      In order to enact change within an organization, leaders must become advocates for diversity and inclusion. They must do their personal work to overcome bias (conscious and unconscious) first, then actively advocate for the people in their organizations.

    -      Don’t remain silent. Speak up and take action, even (especially) if you make mistakes along the way. If you want to help, become an advocate.

    Quote:

    “We’re all imperfect and we’re going to make mistakes. The point is to not wait until you’re perfect, because that’s not going to happen. Lean into the discomfort. If you’re coming from a place of good intention, people will understand even when you mess up.”

    About:

    Lenora Billings-Harris is an award-winning author, thought leader and international speaker in the areas of inclusion, diversity and unconscious bias. She is a Certified Professional Speaker (CSP) and a Council of Peers Award of Excellence (CPAE) Speaker Hall of Fame inductee.

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  • Top Takeaways:-      Many people assume (wrongly) that diversity is about equal...
  • Array ( [id] => bce9316a-c2c8-11ea-ac83-bff29bfc3a55 [createdAt] => 2020-07-10T18:16:40.672+02:00 [updatedAt] => 2020-07-10T18:17:37.358+02:00 [title] => Tools of Amazing Customer Experience Featuring Ramon Ray [pubdate] => 2020-07-14T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/bce9316a-c2c8-11ea-ac83-bff29bfc3a55/image/uploads_2F1594397785960-n257bkgsl4i-24a2cc1c85265108593322a77ed869f1_2FRamon%2BRay%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.

    -      The difference between customer service and customer experience: Customer service is more immediate, often involves a human-to-human interaction and usually is a response to a problem or question. Customer experience is more overarching and can include product packaging.

    -      A good customer experience can help you better market your business and build your personal brand.

    -      Don’t underestimate the small, seemingly simple tools like business cards and email. Small details mean everything and can make or break your business.

    -      Be aware of how the customer service and experience of your business looks from the outside. It can prevent customers from wanting to do business with you in the first place. In other words, it could be the bad customer experience you never hear about!

    -      When sending an email, there are three things you must get right: a great signature line, a great subject line and a timely response. This is part of your customer experience.

    -      Self-service options are great to have in place. This can range from a FAQ page to video tutorials on YouTube.

    -      Don’t be afraid to invest financially in your business. Pay for the tools you need. This will create a better experience for everyone.

    -      Above all, be genuine when interacting with people. That’s the key to an amazing customer service and experience.

    Quote:

    “Be genuine. You have to really love people. It starts with that. It’s hard to fake a smile. If you enjoy people, you’ll be fine.”

    About:

    Ramon Ray is a best-selling author, global speaker, event producer and entrepreneur. He is the founder and producer of Smart Hustle Media, and has started four companies and sold two companies.

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  • Top Takeaways:-      Big companies often have more resources and can implement...
  • Array ( [id] => ee6821c8-bc7a-11ea-8b29-c78067203a3d [createdAt] => 2020-07-02T17:44:35.990+02:00 [updatedAt] => 2020-07-02T17:53:52.008+02:00 [title] => The Secret to Success is Good Customer Service Featuring Patricia Fripp [pubdate] => 2020-07-07T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/ee6821c8-bc7a-11ea-8b29-c78067203a3d/image/uploads_2F1593704481766-jeziufrx3gq-8030fbd804ce8fa5d13359bc741d0d63_2FPatricia%2BFripp%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      Money should not be your main career goal. You will achieve more success if you instead focus on becoming someone that people want to do business with. In other words, focus on building your soft skills and delivering great customer service. The money will follow.

    -      A good customer experience has the potential to be your most powerful marketing tool. The better service you deliver, the more likely your customers are to recommend you to others.

    -      Try to make each and every one of your customers feel like they’re the most important person in the room.

    -      Recognize the importance of publicity; become a shameless self-promoter. Being good at what you do is one thing, but the world has to know. It’s not so much what you say, but to whom you say it.

    -      Customer service and the customer experience is all about how you make the customer feel. The goal should be for them to leave feeling better than they did when they arrived.

    -      Figure out the one, simple question you can ask your customers to gauge whether you achieved your goal. It could be something like, “was your problem resolved?” or “would you recommend us?”

    -      Your business is only as good as your worst employee. Make sure everyone is in alignment with your company’s culture and customer experience mission.

    -      When delivering a message to your staff, speak as an audience advocate. Be specific—specificity builds credibility.

    Quote:

    “Don’t concentrate on making a lot of money; rather, concentrate on becoming the type of person people want to do business with.”

    About:

    Patricia Fripp, CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach. She is a former president (and the first female president) of the National Speakers Association and is a member of Speakers Roundtable.

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  • Top Takeaways:-      Money should not be your main career goal. You...
  • Array ( [id] => 51e97b3c-b7b4-11ea-855e-5f90a1179af0 [createdAt] => 2020-06-26T15:52:48.433+02:00 [updatedAt] => 2020-06-26T15:53:47.837+02:00 [title] => The Customer Experience is the Product Featuring David Priemer [pubdate] => 2020-06-30T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/51e97b3c-b7b4-11ea-855e-5f90a1179af0/image/uploads_2F1593179376220-tt8uhm7yocp-7d5093d943f49edef52de55a7c60bb4d_2FDavid%2BPriemer%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      The product or service you sell isn’t actually your product—the experience you provide your customers and clients is your product! In short, the experience is your product.

    -      Your goal should be to create a beautiful product, and then elevate that product to another level through the amazing experience you provide.

    -      Salespeople must consider the tactics they’re using on their customers and ask themselves if those tactics would work on themselves. If you wouldn’t respond well to a certain tactic, odds are your customer won’t either.

    -      Customers often make purchasing decisions based on subconscious factors rather than specific, tangible metrics. Often, it comes down to the customer’s experience and how a business made them feel.

    -      Experience beats virtually everything else. When everything else is equal, the experience is what will set your business apart.

    -      Think about not only what contributes to a great experience, but also about what detracts from that experience. Work to eliminate those factors for your customers.

    -      Traditional sales “closing tactics” can actually become a detractor to the overall experience. Studies have shown that customers will resist when they feel their freedom to choose is restricted.

    -      Remember that a good experience is one without friction!

    -      Oftentimes, the products and apps that consumers love most (because of the way they’re designed) are designed by companies with an amazing culture and amazing employees. An amazing experience is pervasive.

    Quote:

    “The experience is the product, and everything is about that experience. We are all in sales and therefore we all have a role to play in terms of creating that amazing experience for our customers.”

    About:

    David Priemer is the founder of Cerebral Selling and the author of Sell the Way You Buy: A Modern Approach to Sales That Actually Works (Even on You!). He is the former VP of Salesforce, where he created the Sales Leadership Academy program.

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  • Top Takeaways:-      The product or service you sell isn’t actually your...
  • Array ( [id] => a766511c-b231-11ea-bd45-6b890e35ccde [createdAt] => 2020-06-19T15:34:51.974+02:00 [updatedAt] => 2020-06-19T15:35:42.437+02:00 [title] => The Future of Customer Feedback Featuring Martha Brooke [pubdate] => 2020-06-23T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/a766511c-b231-11ea-bd45-6b890e35ccde/image/uploads_2F1592573598243-6r3nq8uft02-d3d6b787cfcffc1068b19fc2989f056a_2FMartha%2BBrooke%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you.

    -      Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them.

    -      There are generally four good reasons and ways to use surveys to collect customer feedback:

    1.   Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.

    2.   Surveys after tech support or other customer service interactions are important so companies can learn how to improve. Ideally, these should also operate as a two-way street so that customers feel their voices are being heard.

    3.   The “get it off your chest” survey collects data on one specific aspect (or “touchpoint”) of an experience. This typically consists of a single question that asks customers to rate their experience on a scale, followed by a more open-ended question about how to improve.

    4.   Surveys can be an opportunity for companies to show appreciation to the customer by compensating them or reimbursing them for their time to complete the survey. This could involve anything from a free gift card to a charitable donation or priority service in exchange for the customer’s feedback.

    -      Consider a customer interview as an alternative to a survey. Customers will speak more freely and may tell you things you never would have thought to ask about. This can be invaluable for improving your CX.

    -      Above all, make sure you do something with customer feedback once you receive it.

    Quote:

    “Customer feedback is always relevant. If you’re not listening to your customers, it’s hard to guide the ship.”

    About:

    Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma. In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide.

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  • Top Takeaways:-      In unprecedented, chaotic and uncertain times, customer interactions are...
  • Array ( [id] => 873fde82-acdf-11ea-8028-03676a94328c [createdAt] => 2020-06-12T21:04:23.491+02:00 [updatedAt] => 2020-06-12T21:05:24.308+02:00 [title] => Facial Coding in the Customer Experience Featuring Dan Hill [pubdate] => 2020-06-16T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/873fde82-acdf-11ea-8028-03676a94328c/image/uploads_2F1591988639928-2vt13ywswn4-9553cfd3e5abc89045a4b2e1e902e3c2_2FDan%2BHill%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Facial coding is not facial recognition, but rather how emotions are displayed on the face.

    -      Facial coding is universal, spontaneous and abundant. In other words, it is a plentiful resource of information that, when properly utilized, can help companies understand their customers and ultimately create a better customer service experience.

    -      Collecting and interpreting data from facial coding can help companies understand whether or not customers are having a good experience and if they will return in future.

    -      The seven different emotions you can get from facial coding are happiness, anger, sadness, surprise, disgust and contempt. The first three are “approach” emotions. Surprise and disgust are reactive emotions. Adverse emotions are disgust and contempt—in other words, customer service killers!

    -      Every point of the customer journey creates an emotional reaction. Make sure each step inspires the right emotions (such as surprise and happiness) to facilitate moving your customers in the direction you want, rather than driving them away.

    -      Customers may not remember all the details of their experience with you, but they will remember the high points—the beginning, the ending and above all, how the interaction made them feel.

    Quote:

    “There are two currencies in business: dollars and emotions.”

    About:

    Dan Hill, Ph.D., is an internationally recognized expert on the role of emotions in business, politics, sports and popular culture. He is also the founder of Sensory Logic, a political pundit and the author of multiple bestselling books.

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  • Top Takeaways:-      Facial coding is not facial recognition, but rather how...
  • Array ( [id] => cc260258-a73d-11ea-bf53-03d972b27ea2 [createdAt] => 2020-06-05T17:04:04.796+02:00 [updatedAt] => 2020-06-05T17:05:09.199+02:00 [title] => Culture Design in the Customer Experience Featuring Jason Korman [pubdate] => 2020-06-09T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/cc260258-a73d-11ea-bf53-03d972b27ea2/image/uploads_2F1591369326559-c3xj7pz8knl-0fc057bdf77edf91425e40d86f8ee4e6_2FJason%2BKorman%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees.

    -      Think of your organization as a community of people who are tasked with certain outcomes. Help employees understand their purpose and the outcomes they are responsible for; in short, it’s about the employee mindset.

    -      Shift the focus away from making money to taking better care of your employees and customers. That will drive better products and success for your company.

    -      Customer service is affected by the mindset and psychology of the people who show up to work each and every day. This includes CEOs, managers and leaders, who must model the beliefs and behaviors they want to see across the organization.

    -      Culture design is about programming the right mindset that will drive the best customer-focused behavior.

    -      Leaders are hugely influential over a company’s culture, as people naturally emulate the behavior of those they perceive successful. Unfortunately, negative behavior spreads faster than positive behavior.

    -      Zappos, for instance, uses their company culture as their brand. This is the biggest differentiator in their experience and what sets them apart from other companies.

    -      Let customers’ high expectations for service directly inform and drive the experience you deliver.

    -      Don’t only focus on core values—core values are the destination. You must map out the journey for your employees, which includes the right behaviors and beliefs that will get you to the destination.

    Quote:

    “Culture actually is a management system. When you embed the right kinds of cultural norms into your organization, you influence the behaviors, mindsets and beliefs people have as they do the work.”

    About:

    Jason Korman is the co-founder and CEO of Gapingvoid Culture Design Group. He is a serial entrepreneur who has spent much of his life in the wine business.

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  • Top Takeaways:-      Culture and culture design are management systems. You must...
  • Array ( [id] => 233cedd6-a1cb-11ea-a6bc-738c9984566c [createdAt] => 2020-05-29T18:40:42.960+02:00 [updatedAt] => 2020-05-29T18:41:47.459+02:00 [title] => Redefining Influence in the Customer Experience Featuring Stacey Hanke [pubdate] => 2020-06-02T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/233cedd6-a1cb-11ea-a6bc-738c9984566c/image/uploads_2F1590770368330-2x8fd7xa1t-622e3efa073eb2ce66367173856e5b1c_2FStacey%2BHanke%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Influence is not what most people think it is. It’s not something you can turn on and off, but is instead about consistent messaging (both verbal and nonverbal) that drives people to action.

    -      Customer service is all about relationships. Those relationships are built over time through consistent communication and interactions. Predictability and consistency are the foundation for a good customer experience.

    -      Remember that communication happens both through language and through nonverbal cues such as body language and facial expression. All of this has an effect on the experience as a whole.

    -      What does it mean to be yourself? It’s about bringing your best self to every interaction and every single day. Remember that your name is on every single thing you do.

    -      The 3-step process to redefining and expanding your influence is as follows:

    -      Make sure you get feedback instead of fluff. Get the truth from people you trust. Find out what works to enhance your influence, and what is getting in your way of influencing your customers.

    -      Deliberate practice is crucial. Once you know what is working and what isn’t, you must practice to make the changes you want to see.

    -      Be accountable. If you don’t ask for feedback, you will go through life based on feelings instead of facts. Find people you trust to help keep you accountable.

    -      Start small. Identify ONE thing that you could have done better, and work to improve that in your next interaction. That’s how you make progress and ultimately, big changes.

    -      Deliver feedback in a supportive, kind and helpful way. This does not mean you should be dishonest. It doesn’t cost anything to be nice.

    -      Above all, be kind to each other. You never know what someone may be going through or dealing with. And you never know when you may need that kindness from others.

    Quote:

    “Influence is so much about how we show up and present ourselves every single day. How we communicate Monday to Monday, both verbally and nonverbally, determines the level of influence we really have.”

    About:

    Stacey Hanke is the founder of Stacey Hanke, Inc. and the author of Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday®. She has trained and presented to thousands on word choice and body language.

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  • Top Takeaways:-      Influence is not what most people think it is....
  • Array ( [id] => 2a51fc2a-9c5c-11ea-885b-e36c5b7559fe [createdAt] => 2020-05-22T20:43:44.904+02:00 [updatedAt] => 2020-05-22T20:44:47.644+02:00 [title] => Machine Learning in the Customer Experience Featuring Cameron Weeks [pubdate] => 2020-05-26T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/2a51fc2a-9c5c-11ea-885b-e36c5b7559fe/image/uploads_2F1590172993662-2764o6dmahm-3b23f37ab40d32c0dc48b50d7267ebee_2FCameron%2BWeeks%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Many customers believe that companies don’t about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience.

    -      The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit.

    -      Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX.

    -      The life of a customer service representative can be difficult and there is often a high turnover rate in these positions. Sources of difficulty and stress include upset customers, a lack of resources and frustration with technology they are using (the need to switch between too many programs).

    -      Companies need to examine what they ask of their CX agents and work to eliminate points of difficulty and stress. If agents are treated better, they will treat customers better.

    -      It is crucial for companies to adopt an omnichannel system for customer communication. This allows for customers to have a single conversation with a company that spans over multiple channels, rather than a separate conversation on each channel.

    -      Machine learning and similar technology is now a requirement to deliver a good customer experience.

    -      Technology can assist companies in proactive service—reaching out to customers before a problem arises.

    -      Before deploying machine learning, AI and other tech to your customers, utilize it internally first. Use new technology to create a better employee experience, and it will result in a better customer experience down the line.

    Quote:

    “Machine learning is not an option in customer service anymore. It is a requirement.”

    About:

    Cameron Weeks is co-founder and CEO of Edify Labs. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other.

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  • Top Takeaways:-      Many customers believe that companies don’t about customer service....
  • Array ( [id] => 14196eee-96b6-11ea-bdee-d7fe81385190 [createdAt] => 2020-05-15T16:12:15.351+02:00 [updatedAt] => 2020-05-15T16:13:20.395+02:00 [title] => Leading with Empathy Featuring Jeff Nicholson [pubdate] => 2020-05-19T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/14196eee-96b6-11ea-bdee-d7fe81385190/image/uploads_2F1589551864121-em83t08yzy9-0c349f526def87919048a60c2716dd06_2FJeff%2BNicholson%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service took too long in terms of hold times and time to resolution. Customers’ expectations have now increased, driving the need for better customer service up even higher.

    -      There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume.

    -      According to Pega’s recent report, 4 Steps to Exceptional Service Strategy During Disruption, there are four areas of major concern among businesses right now. They are as follows:

    1.   How do we show empathy for customers during this time? You must have good self-service strategies available for your customers. You must also be present with them on the channels they want to communicate on. Implement proactive service strategies and act with empathy.

    2.   How do we show support for agents during this time? Everything changed for employees and agents, too. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity.

    3.   How do we keep an eye on our costs? Conveniently, many strategies for improving the customer and employee experiences are also effective at reducing costs. Beware of cutting costs in areas that will negatively affect the customer experience—that will harm your business in the long run.

    4.   How do we protect our profits? You must look through an empathetic lens. Work with your customers (and employees) to find solutions that work for both the customer and the business. Protect your profits, but also do right by your customer.

    -      Make your employees’ jobs easier by providing them a “channel-less” experience—allowing them to interact with and assist customers on any channel from a single program or application.

    -      Put the right strategies in place from the beginning so you don’t have to re-do temporary fixes later.

    -      Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. For more information and to register, go to the Pega website.

    Quote:

    “Your agents aren’t available 24/7, but your customers are.”

    About:

    Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. He is a recognized customer engagement thought leader who has been featured in numerous publications.

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  • Top Takeaways:-      Even before the world was disrupted by a pandemic,...
  • Array ( [id] => cd63bec2-9175-11ea-82a5-3b9f07dc84dc [createdAt] => 2020-05-08T23:49:33.112+02:00 [updatedAt] => 2020-05-08T23:50:34.815+02:00 [title] => Proactive Customer Service in Times of Change Featuring Jonathan Lerner [pubdate] => 2020-05-12T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/cd63bec2-9175-11ea-82a5-3b9f07dc84dc/image/uploads_2F1588974248428-o0z7ay1vcap-40f578a95dd6739d930def8348880e92_2FJonathan%2BLerner%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either!

    -      In order to have a great customer experience, you must have a great employee experiences that incorporates and is empowered by digital technology. Neither technology nor the human element should be sacrificed.

    -      Prioritize adding proactive service to your CX strategy. This means incorporating strategies to fix problems before they occur.

    -      Technology can help make agents more productive, efficient and effective by providing them the tools and capability to provide proactive service.

    -      As a leader, you must find a way to get the two sides of your business (the employee side and the customer side) to meet and work in tandem. Technology can help create a better experience on both sides.

    -      Take an outbound approach to customer service rather than an inbound one—that is, waiting for the customer to call you with a problem. Instead, take the opportunity to reach out to your customers first to provide support.

    -      Times of hardship and crisis, while tragic, are also a great driver of change. We must embrace the changes and innovations that come during these times if we hope to keep moving forward.

    -      The support world has operated primarily with voice technology. Moving forward, video could become the new voice in terms of customer support as customers and companies rely more on video technology.

    -      When an issue occurs, it’s crucial to not only address it in the moment, but also create strategies for the future. Customers want solutions quickly, but you must also make a plan for if and when a similar problem arises down the line.

    -      Focus on building resilience within your team and your organization. This will ensure you thrive today and can weather any changes to come.

    -      The C-Suite must be open and accepting of the ideas of others—at the very least, they must be willing to listen. They also have to look at the people side and the numbers side of every issue. When pitching ideas to the C-Suite, make sure you present them with an ROI attached.

    Quote:

    “Have a mindset of change. If you build resilience into your models and encourage that in your people, then you’re building the right fiber into your organization.”

    About:

    Jonathan Lerner is the president of TTEC Digital. Prior to joining TTEC in 2019, he was senior vice president and general manager for Customer Engagement Solutions at Verint.

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  • Top Takeaways:-      Optimism is a great trait in a leader—and a...
  • Array ( [id] => e331f544-8bde-11ea-8e89-8b609973abee [createdAt] => 2020-05-01T21:06:39.877+02:00 [updatedAt] => 2020-05-01T21:07:29.411+02:00 [title] => Crisis Management and the Customer Experience Featuring Ronn Torossian [pubdate] => 2020-05-05T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/e331f544-8bde-11ea-8e89-8b609973abee/image/uploads_2F1588359968734-k12pk2t4ol-751c3c3406d69f3c31d21c1ec55ee34d_2FRonn%2BTorossian%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values.

    -      When it comes to customer service and customer loyalty, it is important to attempt to understand your customers’ values. If you can resonate with what is important to your customers, you will build a more loyal customer base.

    -      Be mindful not only of what you say, but how you say it. These elements have a huge effect on customer purchasing habits and ultimately customer loyalty.

    -      It is crucial for brands to adapt to worldwide events. For example, many companies that formerly manufactured unrelated products have begun producing items like masks and hand sanitizer to help combat the coronavirus.

    -      There is always a risk for brands to take a stand on moral issues. Companies must be smart and strategic about weighing in on polarizing issues and determine whether the risk is worth the potential gain in customer loyalty.

    -      When in a global crisis, brands need to be careful and mindful of their marketing practices. Attempting to sell could rub consumers the wrong way and risk negatively affecting the brand’s reputation in the long term.

    -      Trust is crucial in any relationship. Businesses must prove to their customers that they are trustworthy.

    -      The goal is for crises to never occur. However, even a crisis could turn into good PR for a brand. The key is in how the crisis is managed.

    -      The process for managing a crisis is to first find out what actually happened. Then, you must decide how to handle it—make a plan of action for both the present and the future. Acting quickly and decisively is crucial.

    -      Don’t forget how to smile and laugh—especially in a crisis. Find at least one thing to smile about every single day.

    Quote:

    “Brand sentiment really matters. What you say, how you say it, tone—those things really affect consumer purchasing habits and loyalty.”

    About:

    Ronn Torossian is the founder and CEO of 5W Public Relations. He has worked with some of the world’s most visible companies, brands and organizations and has been recognized with numerous rewards throughout his career spanning over 20 years.

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  • Top Takeaways:-      A key finding from 5WPR’s 2020 Consumer Culture Report...
  • Array ( [id] => a8ae3a34-8893-11ea-8632-7325074ba1b7 [createdAt] => 2020-04-27T16:30:35.963+02:00 [updatedAt] => 2020-04-27T16:31:41.638+02:00 [title] => Humanize the Customer Experience Featuring Rowan Trollope [pubdate] => 2020-04-28T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/a8ae3a34-8893-11ea-8632-7325074ba1b7/image/uploads_2F1587997810260-egp1068aix-8b8cdb332bd133b4215e558c8bda73ea_2FRowan%2BTrollope%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location.

    -      One of the downsides to working remotely is the lack of human interaction and creative in-person collaboration. Communication technology (such as Zoom, Microsoft Teams and Slack) can help combat this.

    -      The biggest mistake companies make when converting to a remote workforce is attempting to recreate the in-office environment. Companies must be flexible and embrace the differences—and benefits—working remotely provides.

    -      Asynchronous work is a huge benefit of working from home. For this to work, managers must trust their employees to do their job and focus on the things that matter. If they do, often employees will come up with more innovative solutions to get their work done.

    -      Humanize the remote working experience. Without “water cooler conversations,” we should encourage people to share information and details from their lives with their team. This will help teams stay connected while being physically distant.

    -      Businesses need to find a way to connect and communicate authentically and empathetically with their customers without a physical presence. Video and voice channels are ideal—but other options may be more feasible or efficient.

    -      The use of emojis is a great way to humanize a digital interaction. Emojis—and even animated GIFs or memes—soften the tone of text and add empathy.

    -      Flexibility between channels of communication is imperative. Consumers want to be able to switch seamlessly between channels without having to start over.

    -      The customer experience starts with the employee experience, and the employee experience starts with leadership. Treat your employees with empathy, authenticity and vulnerability, and they will treat customers better and create a better outcome for your business.

    Quote:

    “In the customer service world, the experience that you deliver to your customers is going to start with treat your teams—how you treat your own employees. Having compassion for your employees and being authentic with those employees is what’s defining brands right now.”

    About:

    Rowan Trollope is CEO of Five9, a leading provider of cloud contact center software for the enterprise. He is a recognized Silicon Valley leader with a depth of experience in software solutions and cloud innovation.

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  • Top Takeaways:-      A web- or cloud-based interface is an excellent option...
  • Array ( [id] => 5d776e30-80de-11ea-b93f-13f2f2e3279c [createdAt] => 2020-04-17T21:05:12.725+02:00 [updatedAt] => 2020-04-17T21:06:26.432+02:00 [title] => Start by Being a Great Place to Work Featuring Eric Chester [pubdate] => 2020-04-21T13:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/5d776e30-80de-11ea-b93f-13f2f2e3279c/image/uploads_2F1587150260793-xi7u9ni793-80b50be14eccc9bd36c1749d5078201d_2FEric%2BChester%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      When the economy is bustling and the unemployment rate is low, the resultant labor shortage makes it very difficult to find (and keep) the best employees for the job.

    -      Even a single bad employee can dramatically impact the morale of other employees. But customer service ultimately suffers the most at the hands of a bad employee.

    -      When you understand the differences between yourself and your employees, you will understand how to manage them better and ultimately be a better boss and leader. Additionally, try to help your employees get where they want to go.

    -      Research your present workforce—understand what makes your current great employees a good fit. Then seek out new candidates who have a similar background, traits, attitude, skillset, etc.

    -      Expand your search for the perfect candidate to new “hunting grounds.” Become aware of nearby colleges, high schools, vocational schools, etc.—places you think are a good source for new hires.

    -      It doesn’t matter if you have the best hiring practices if you don’t have an employee retention strategy—a way to improve your workspace.

    -      Survey your employees regularly and ask them three questions: what they like about working there, what they don’t like about working there and what one thing they would change if they could.

    -      Remember: it all starts with being a great place to work.

    Quote:

    “It starts with being a great place to work. You have to work on that every single day.”

    About:

    Eric Chester is an award-winning speaker and bestselling author of five books. His latest book is Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever.

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  • Top Takeaways:-      When the economy is bustling and the unemployment rate...
  • Array ( [id] => 7a45fc88-7a7c-11ea-a5ac-0f3d3abe074a [createdAt] => 2020-04-09T18:09:23.399+02:00 [updatedAt] => 2020-04-09T18:10:17.713+02:00 [title] => Working Remotely in Times of Crisis Featuring Daniel Ramsey [pubdate] => 2020-04-14T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/7a45fc88-7a7c-11ea-a5ac-0f3d3abe074a/image/uploads_2F1586448525394-8ascrg8phb9-e9f40c922ee424229376c46f4d5d3b00_2FDaniel%2BRamsey%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      These are strange and unprecedented times. In a very short amount of time, the United States has shifted from having only 5% of its workforce working remotely to over 50%.

    -      Virtual assistants and workers can help you deliver your value proposition by handling essential tasks that don’t necessarily drive business—such as answering the phone, managing calendars, etc.

    -      On average, it takes companies 60-90 days to find, hire and onboard a new employee. Turning to a virtual assistant or remote staffing option can reduce that time to about one week.

    -      Businesses must devise new systems, processes and technologies to better manage a remote workforce.

    -      During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way.

    -      Many people are scared and confused during this time. Reach out to them not to sell a product, but to simply ask how they’re doing. This will strengthen your relationship both now and in the future when things return to normal.

    -      Communication is moving faster than ever before, and with people working remotely, you must communicate more frequently than in the past. For example, try having a group call with your team three times a day—start-of-day, mid-day and end-of-day.

    -      Appoint a Director of HR—humor resources. Have this person find something funny or uplifting to share with the team at large once a day to keep morale up.

    -      Many businesses have slowed down. Be there to support your clients as best you can while acknowledging these changes. As the old saying goes, hope for the best but prepare for the worst.

    -      Ramsey’s company, MyOutDesk, has put together a guide to working remotely to help businesses adapt. The Go Remote Guide is available for free by texting “MOD” to 31996.

    Quote:

    “I believe it’s our civic duty to stay productive as a country. Let’s stay productive as a country and get through this together.”

    About:

    Daniel Ramsey is the founder and CEO of MyOutDesk, a virtual assistant company. He founded the company during the 2008 recession to help companies worldwide restructure to a remote workspace.

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  • Top Takeaways:-      These are strange and unprecedented times. In a very...
  • Array ( [id] => 135d5496-7809-11ea-a96a-df157859b0f2 [createdAt] => 2020-04-06T15:18:16.305+02:00 [updatedAt] => 2020-04-06T15:19:20.245+02:00 [title] => Empowering Humans to Be Human Featuring Vit Horky [pubdate] => 2020-04-07T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/135d5496-7809-11ea-a96a-df157859b0f2/image/uploads_2F1586179086867-4qdexswkfsh-aa615706f06cf6a25f6db60c9bf18011_2FVit%2BHorky%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations.

    -      People use technologies such as AI in their daily lives more than they realize. A good example is a Google search. It is the artificial intelligence behind that search engine that allows it to work as well as it does.

    -      Customers have very little trust in AI and chatbots when it comes to a need for deeper connection and communication. That’s where a human-to-human interaction is needed.

    -      Our strengths as human beings are our emotional intelligence, our creativity, and our authenticity. AI should support human agents so that they are more able to utilize those strengths.

    -      Many agents, especially in call centers, deal with repetitive problems. AI can assist by providing those agents (instantly) with the best responses for each situation.

    -      A huge problem in call centers is employee retention. When employees leave, they take their knowledge and expertise with them. AI can help fill in the gaps.

    -      Customers are in control today more than they have been in the past. Their expectations for service from a company are much higher—meaning companies need to step up to meet and exceed those expectations.

    -      Companies need to invest in omnichannel technologies—meaning customers can connect with a company using the channel of their preference and have virtually no gaps in their experience between channels and even agents.

    -      Above all, AI and other technologies must empower people to use more of their human potential.

    Quote:

    “Humans are great at understanding and using emotional intelligence. It is very difficult to build a computer that can understand that.”

    About:

    Vit Horky is Senior Director of Digital Experience at NICE inContact. He previously co-founded and served as Co-CEO of Brand Embassy. Vit is also the author of Customer Service in the Transhuman Age.

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  • Top Takeaways:-      The concept of transhumanism is that we, as human...
  • Array ( [id] => b92a3050-6f6d-11ea-b45e-c3e1563b8ee6 [createdAt] => 2020-03-26T15:26:03.676+01:00 [updatedAt] => 2020-03-26T15:27:06.083+01:00 [title] => The Customer is Your Bottom Line Featuring Horst Schulze [pubdate] => 2020-03-31T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/b92a3050-6f6d-11ea-b45e-c3e1563b8ee6/image/uploads_2F1585232559938-m9dsdgyeyee-00b4cf4650cd81b0788cdf0c73527c44_2FHorst%2BSchulze%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      Everything you learn comes from others. Everyone has an obligation to share what they learn so that more people may benefit. Pass on what you have learned.

    -      No matter what the outcome of your business is, it all starts with your employees doing the job they’re supposed to do.

    -      In order for your business to succeed, you must first understand your market—your customers. You must know what they want and need before you can begin to meet their expectations.

    -      Employees must also have an understanding of the customers they serve. Management must create the system and processes that allow employees to deliver to customers.

    -      It is the role of leadership to create an environment within the organization in which all employees want to give customers what they want, rather than an environment where employees feel forced to do it.

    -      Customers should be the number one focus of your business—customers are your bottom line. They are the ones who create revenue for your business. Deliver to them a great product and great service, and you will see income.

    -      To deliver exceptional service, you must start with a great team. Be selective in your hiring process and treat your employees well. The perfect hire is worth the wait.

    -      Customers want three things from a product: they want it to be defect-free, they want it to be timely (when they want it) and above all, they want the people who give it to them to be nice to them. Delivering these three things consistently is what creates customer loyalty.

    -      The biggest driver of customer satisfaction and loyalty is just being nice. Being nice to your customer doesn’t cost anything.

    Quote:

    “The employee who wants to take care of the customer will do a better job than the employee who has to do it. Leaders must create this feeling among their employees.”

    About:

    Horst Schulze is one of the founding members of The Ritz-Carlton Hotel Company and served as its President and COO. He later founded The Capella Hotel Group. Today, he serves on various boards, speaks and acts as a consultant across industries.

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  • Top Takeaways:-      Everything you learn comes from others. Everyone has an...
  • Array ( [id] => 8a5d2356-6ab6-11ea-958c-9bfd7fe55885 [createdAt] => 2020-03-20T15:24:42.604+01:00 [updatedAt] => 2020-03-20T15:25:43.925+01:00 [title] => Marketing and the Customer Experience Featuring Mathew Sweezey [pubdate] => 2020-03-24T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/8a5d2356-6ab6-11ea-958c-9bfd7fe55885/image/uploads_2F1584714082422-n10wbf19bzf-611f03a95bcfc3497815a568b6a67c60_2FMathew%2BSweezey%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences.

    -      Studies have also shown that there is a significant gap between the experience businesses believe they’re delivering and the one that their customers are actually receiving.

    -      Marketing is largely responsible for the creation and sustainment of experiences. Therefore, customer experience is the new marketing.

    -      Companies need to have a complete understanding of their customer journey so they can better contextualize their marketing and therefore their customer experience.

    -      There are five factors that go into creating context within the customer experience. All amazing experiences can be broken down into these five categories. They are as follows:

    • Available – An experience must be available to a customer on their own personal time.
    • Permissioned – Customers must ask for this experience of their own volition; companies should not force it on them through ads or unwanted emails.
    • Personal – An experience should not only be personalized, but personal in its delivery. Human-to-human delivery is best.
    • Authentic – Experiences must invoke empathy on the part of customers and employees, creating an emotional connection.
    • Purposeful – Ideally, experiences should go beyond a product and help customers achieve their greater goals.
    • Context goes beyond basic personalization. Companies must ensure they are delivering the right message to the right person at the right time. In order to do that, they need to understand all decisions across the customer journey.
    • Brands need to focus on delivering more human-to-human experiences interactions. This will create a better and more personal experience for the customer.
    • As we move into the future, marketing will continue to become a part of everyone’s role, much in the same way that the customer experience is every employee’s responsibility.

    Quote:

    “The creative lens of marketing has to shift toward focusing on the concept of customer experience. Experience wins over everything else.”

    About:

    Mathew Sweezey is Director of Market Strategy for Salesforce. He is the author of Marketing Automation for Dummies and The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media.

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  • Top Takeaways:-      Studies have shown that high-performing companies that enjoy consistent...
  • Array ( [id] => aab35d9e-6478-11ea-891c-df7263b02e46 [createdAt] => 2020-03-12T16:46:41.092+01:00 [updatedAt] => 2020-03-12T16:47:52.283+01:00 [title] => Customer Value is Company Value Featuring Rob Markey [pubdate] => 2020-03-17T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/aab35d9e-6478-11ea-891c-df7263b02e46/image/uploads_2F1584027956407-43887jw3vvg-768989a2a4fdba132071a415b5b0c479_2FRob%2BMarkey%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      NPS refers not only to the Net Promoter Score, but also to a system that is a set of behaviors, actions and technology that provides customer feedback directly to frontline employees. While the score itself is important, the bigger impact is on frontline employee learning, making customers feel as though their voice is heard and valued.

    -      When asking for customer feedback, model your approach off of NPS and Enterprise Rent-A-Car’s original Service Quality Index: ask a single question with a simple metric, then an open-ended follow-up question (“why?”) and finally, follow up on the feedback you receive.

    -      In his recent Harvard Business Review article, Rob identified four strategies companies can use to achieve consistent and sustained growth in customer value. They are as follows:

    -      Develop robust customer-value management processes and tools.

    -      Combine design thinking with loyalty-earning technologies.

    -      Organize around customer needs.

    -      Lead for loyalty.

    -      The value of your customer is the value of your company.

    -      The best way to grow through customers varies from company to company. For some, acquiring new customers and making sure they are a good fit is the best method of growth. For others, focusing on retaining existing customers may be a better path.

    -      Companies most often underestimate the value of attaining the right customers in the first place.

    -      Organize your company around customer needs instead of functional teams and processes. This will eliminate unproductive internal politics and competition for resources that only end up hurting the customer.

    -      The most important objective for any business should be to grow the value of its customer base. To that end, every individual should understand how they can contribute to and enhance that value.

    Quote:

    “The most important objective for a business should be to grow the value of its customer base.”

    About:

    Rob Markey is a partner at Bain & Company and a leader in its Customer Strategy and Marketing practice. He also leads the NPS Loyalty Forum and co-authored The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.

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  • Top Takeaways:-      NPS refers not only to the Net Promoter Score,...
  • Array ( [id] => 77e51232-5ff4-11ea-abd9-ff15e4fcad68 [createdAt] => 2020-03-06T22:50:17.618+01:00 [updatedAt] => 2020-03-06T23:00:26.962+01:00 [title] => The Secret to Getting Customer Reviews Featuring Rupesh Patel [pubdate] => 2020-03-10T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/77e51232-5ff4-11ea-abd9-ff15e4fcad68/image/uploads_2F1583531386963-9yh6ckroccs-e3a9be94b067c771c1143bcddada876e_2FRupesh%2BPatel%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customers are reading reviews online or on some industry forum before they decide to do business with you.

    -      Customers look for recent reviews when researching your business. Studies have shown that reviews older than 3 months are considered irrelevant.

    -      If you don’t follow up with your customers, don’t get their feedback and don’t ask for reviews, you are losing money. Not having any recent reviews (or any reviews at all) can hurt your business.

    -      Studies have shown that 89% of users read the replies to reviews. This creates a huge opportunity for businesses. It is crucial to respond to all reviews, both positive and negative, because it shows that you care about your customers and their experience.

    -      Create both a strategy and a budget for customer reviews. Monitor all platforms where your business has a presence and write a customized, personalized response to each and every review.

    -      Make it easy for customers to leave you a review. If you don’t capture their feedback as they are leaving, send them a brief follow-up message within 24 hours of their experience with you and include a link to a short survey.

    -      Don’t wait too long before requesting feedback from your customers. Otherwise, they may forget the details of their experience with you.

    -      When sending a survey to a customer, make sure the survey is a short one! One minute in length is ideal. At the very least, the time it takes to fill out the survey should not exceed the length of their interaction with you!

    Quote:

    “We can’t impress everybody. We can’t make every single person happy. But we will try our best.”

    About:

    Rupesh Patel is an award-winning hotel owner, hospitality influencer and passionate entrepreneur. He hosts a weekly live hospitality show on LinkedIn and his website, smartguests.com, has helped more than 4,000 hotels improve their customer service.

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  • Top Takeaways:-      Even if you think customer reviews don’t apply to...
  • Array ( [id] => 7e4cf61e-5cd2-11ea-8a6d-df4f98520770 [createdAt] => 2020-03-02T23:09:31.995+01:00 [updatedAt] => 2020-03-02T23:10:39.055+01:00 [title] => The Radical Relevance of Customer Experience Featuring Bill Cates [pubdate] => 2020-03-03T12:30:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/7e4cf61e-5cd2-11ea-8a6d-df4f98520770/image/uploads_2F1583186941612-db6c05xulsu-faebe701a3f4c1c2598901fd1c1e5dec_2FBill%2BCates%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      An organization’s message is related to their brand promise and customer experience. The experience needs to deliver on the customer’s expectation, which is created by the brand promise.

    -      Everyone in the organization needs to be in alignment with the message and be able to describe the value. This applies regardless of whether someone is in a customer-facing role or not.

    -      The same consistent message and experience must be delivered to internal customers (employees) as well. This will ultimately help create a better experience for internal and external customers.

    -      An organization’s message must be relevant to the customer and qualifying—in that it attracts the right customers and repels the wrong customers.

    -      Even if you do not interact with the customer directly, you likely interact with someone who does. It’s important to remember that the way you treat your fellow employees will be felt by customers on the outside of your organization.

    -      A confused mind will not take action. Create clarity for your customers and invite them to ask questions. This strengthens the relationship your customers have with you and your company.

    -      First and foremost, you must determine your company’s value proposition. Ask yourself what message you want to convey and how you provide value for your customers. This excites people and gets everyone in alignment.

    -      Always give your customers a seat at the table. This will help you create your culture and deliver it in a way that makes sense to them.

    Quote:

    “Give your customers a seat at the table. This is how you create the culture internally and externally that you want to present to your customers.”

    About:

    Bill Cates is an internationally recognized client-acquisition expert and speaker. He is also the author of four bestselling books, including his most recent, Radical Relevance: Sharpen Your Marketing Message - Cut Through the Noise - Win More Ideal Clients.

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  • Top Takeaways:-      An organization’s message is related to their brand promise...
  • Array ( [id] => 17e05aaa-571a-11ea-807f-07b72f156d31 [createdAt] => 2020-02-24T16:26:56.941+01:00 [updatedAt] => 2020-02-24T16:28:00.036+01:00 [title] => Be the Disney of Your Industry Featuring Teri Yanovitch [pubdate] => 2020-02-25T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/17e05aaa-571a-11ea-807f-07b72f156d31/image/uploads_2F1582557995538-gs9qyy7c52u-4f45c85e578f8c6fcbe4c032ada23be4_2FTeri%2BYanovitch%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work. Any and every company is capable of putting in hard work.

    -      Give potential employees a taste of your company’s culture right away. Be upfront about the requirements of the position and the expectations for success. This will help eliminate candidates who may not be the best fit.

    -      During the candidate’s interview, don’t ask all the questions. Allow the applicant to ask questions of you and your company. This helps them feel they are a part of the company and the culture from day one.

    -      Be transparent as you describe the job.  New employee orientation should reinforce all the information applicants already heard during the hiring process. It should be a way of further introducing them to the company culture and holding them accountable for previously established expectations.

    -      Details are what create value for customers, especially throughout multiple points of contact. Paying attention to detail throughout every stage of the customer journey is what will ultimately amaze them.

    -      Think through the entire customer experience from every angle. More companies need to consider the customer journey in its entirety.

    -      Leadership must demonstrate the behaviors they want to see in their employees, even for something as simple as picking up trash. When leadership models behavior, it spreads throughout the entire organization.

    -      Don’t forget that there is an internal customer experience in addition to the external customer experience. This is also known as the employee experience, and it is just as important as the external customer experience. Happy employees create happy customers.

    -      Create your company’s “Service Standards.” Then, ensure that these standards are consistent across every location and every individual. That will create amazement for the customer.

    -      Never stop training, even on “the basics.” It is the consistency that creates the magic.

    Quote:

    “The key to success is recognizing that there is a ripple or domino effect to internal service. Happy employees create happy customers.”

    About:

    Teri Yanovitch is a dynamic speaker, author, trainer and consultant. Her passion is helping organizations create a culture of service excellence.

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  • Top Takeaways:-      It’s neither luck nor magic that creates success (though...
  • Array ( [id] => 495a2938-4f4c-11ea-9584-ff9b64c77411 [createdAt] => 2020-02-14T18:06:05.482+01:00 [updatedAt] => 2020-02-14T18:07:09.323+01:00 [title] => The Customer Experience Revolution Featuring Claire Sporton [pubdate] => 2020-02-18T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/495a2938-4f4c-11ea-9584-ff9b64c77411/image/uploads_2F1581699896987-cr08fugdnkc-4492a73af6e436edfdf18c8417b090a2_2FClaire%2BSporton%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive positive change within your organization.

    -      Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. It is crucial to be able to determine what is important and what is not.

    -      Customers want and expect a personalized experience. Microdata is specific to an individual person and can help you deliver the personalized experience that customers want.

    -      Consumers want to do business with organizations they trust. Trust is about setting expectations and delivering on those expectations. The first step in any customer relationship should be about building that trust.

    -      Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. This is in spite of the fact that improving CX can lead to more success for businesses overall.

    -      Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to.

    -      Improving your NPS rating alone will not necessarily lead to an increase in sales. You must examine the operational side of your business and either eliminate or mitigate problems that get in the way of improvement.

    -      Technology can be a powerful tool in creating change, but it is not a solution by itself. There must always be a human element to assist, support, and create connection.

    Quote:

    “You must demonstrate the ROI of customer experience. It’s not good enough to just say that this is the right thing to do. You must have the business acumen to speak in terms your organization’s leadership understands.”

    About:

    Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit, a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions.

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  • Top Takeaways:-      It isn’t enough to simply gather data. Data collection...
  • Array ( [id] => be5ee73c-49d4-11ea-93c9-93c81d2f3509 [createdAt] => 2020-02-07T19:07:46.388+01:00 [updatedAt] => 2020-02-07T19:07:58.670+01:00 [title] => Unconscious Bias in Customer Service Featuring Bernadette Smith [pubdate] => 2020-02-11T12:30:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/be5ee73c-49d4-11ea-93c9-93c81d2f3509/image/uploads_2F1581098800019-dbth1deq02p-0b62473c435f7f37ffdc130b51970469_2FBernadette%2BSmith%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true.

    -      Frontline employees must be trained to be aware of their unconscious biases. When employees act on incorrect assumptions, it can potentially offend customers.

    -      In today’s digital world, anything and everything can be filmed, put on the internet and go viral. This can turn into a PR nightmare for any company.

    -      There is a difference between proactive training and reactive training. Proactive training takes place up front in an effort to prevent negative situations from arising. Reactive training occurs after there is a problem.

    -      If an incident occurs, companies absolutely need to respond with reactive training. However, too few companies take advantage of proactive training for frontline employees.

    -      Mistakes will happen; this is inevitable. It’s how a company handles the aftermath that is really important.

    -      The best thing to do to avoid accidentally offending customers is to ask them questions. Ask questions from a position of curiosity, rather than confrontation, to better understand the situation and avoid making incorrect assumptions.

    -      Our brains process information and make connections very quickly, whether or not those connections make sense. Pause, take a breath, and think for a moment before judging a situation and reacting.

    -      Becoming aware of unconscious bias and avoiding assumptions is not difficult, nor does it take too much time. Anyone and everyone can do it.

    -      Diversity and inclusion training can and should be incorporated into a company’s culture, core values and existing training. View it as another way to provide excellent customer service.

    Quote:

    ·        “You can’t provide excellent customer service when you are making incorrect assumptions about your customers.”

    About:

    Bernadette Smith is the founder, president and CEO of Equality Institute. She is also an award-winning author of three books and will release her fourth book in 2020. 

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  • Top Takeaways:-      Unconscious bias affects the way we think about others...
  • Array ( [id] => b98469a4-4465-11ea-862d-5f28100b06c9 [createdAt] => 2020-01-31T21:10:28.292+01:00 [updatedAt] => 2020-01-31T21:11:07.564+01:00 [title] => The Voice of the Customer Featuring Stacy Sherman [pubdate] => 2020-02-04T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/b98469a4-4465-11ea-862d-5f28100b06c9/image/uploads_2F1580501396837-wf3wu6di79-24057195d056d64ec28e996064c46d7c_2FStacy%2BSherman%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.

    -      Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning.

    -      Poll the customers and personas to whom you’re marketing and find out their wants and needs. Create your product using that information.

    -      Customer service is a key component of the customer experience. Ensure every employee understands their role within the larger customer experience, even if they never interact directly with the customer.

    -      Celebrate your customers and the employees who create excellent experiences. Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort.

    -      Positive change within customer experience and company culture must start from the top. Executives must be fully on board for it to become a part of the culture. They must be role models and champions of the CX initiative.

    Quote:

    “Business to business or business to consumer, at the end of the day, it’s human to human. People buy from people.”

    About:

    Stacy Sherman is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. She designs and implements successful customer-centric programs and other projects for well-known brands.

    (Please note that all views expressed are Stacy’s and do not reflect the opinions of or imply the endorsement of employers or other organizations.)

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  • Top Takeaways:-      It’s important to consider and optimize CX across the...
  • Array ( [id] => 2cbaf946-3ed6-11ea-b8d9-e3d944c39ba1 [createdAt] => 2020-01-24T19:20:18.246+01:00 [updatedAt] => 2020-01-24T19:20:31.854+01:00 [title] => Employees Matter Featuring Bob Chapman [pubdate] => 2020-01-28T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/2cbaf946-3ed6-11ea-b8d9-e3d944c39ba1/image/uploads_2F1579889993729-ag6ewxesw8-d1e9c63e24f7d387e1ecebedce116d69_2FBob%2BChapman%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] => Top Takeaways:

    -      You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.

    -      Business has the potential to be the most powerful force for good in the world. It begins with companies truly caring about their people.

    -      The most important thing for any business is to develop a sustainable business model in which people feel valued.

    -      Many businesses make the mistake of only caring about numbers. Leaders instead should care about their people, making them the number one priority.

    -      Create a work environment where people feel safe and valued. Give them hope for the future. That will make them feel engaged and give them the desire to contribute.

    -      A leader’s job should be to help the people they have the privilege of leading grow and develop in line with the company’s vision.

    -      Customers ultimately benefit from the good treatment of employees. If you take care of your employees, they will take care of their customers.

    -      Find ways to make work fun. Fun is an excellent motivator that increases employee engagement and productivity.

    -      The way employees are treated at work affects their behavior outside of work. Therefore, it is a leader’s responsibility to take the best care of the people within their stewardship. This has the potential to make the entire world a better place.

    -      For more from Bob Chapman, check out his appearance on Shep’s TV show, Be Amazing or Go Home.

    Quote:

    “Business could be the most powerful force for good in the world if we simply cared about the people we have the privilege of leading.”

    About:

    Bob Chapman is the Chairman and CEO of Barry-Wehmiller. He developed management practices known as “Truly Human Leadership” and co-wrote Everybody Matters: The Extraordinary Power of Caring for Your People Like Family.

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  • Top Takeaways:-      You don’t need to have an out-of-the-ordinary or “exceptional”...
  • Array ( [id] => afa7b2d6-3bc0-11ea-aea3-5f1168456690 [createdAt] => 2020-01-20T21:08:55.485+01:00 [updatedAt] => 2020-01-20T21:10:10.049+01:00 [title] => Excellent Service in an Experience Economy Featuring Jim Gilmore [pubdate] => 2020-01-21T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/afa7b2d6-3bc0-11ea-aea3-5f1168456690/image/uploads_2F1579550901555-m9ymuap58a-1782e509fc0a776c3354787a7ff963cc_2FJim%2BGilmore%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Top Takeaways:

    -      The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable component.

    -      Service and experience are two different but related things. Service is what you as the company do. Experience is the customer’s time and perception of the interaction and relationship that occurs through that service.

    -      Experience goes beyond the product being sold to customers. A good example of this is Starbucks. They are able to sell coffee at a premium because of the ambience, environment, and relationship they create for and with their customers.

    -      Customization and personalization are key components in staging an experience. Customers today want to spend less time with goods and services, but will spend more time with events and places that engage them with a personalized and memorable experience.

    -      Today, every business must compete against the smartphone for customers’ attention. It allows customers to instantly disengage from a place, product or service.

    -      People are consuming experiences today in smaller chunks, which can be referred to as the miniaturization of consumption. People may not take large vacations, but they do seek out and take “mini-vacations” that last just an hour—or two or three. It may be in the form of a fun afternoon at an escape room or even spending time in a coffee shop.

    -      Experiences are inherently personal and differentiated. Challenge yourself to constantly see things anew through the lens of the customer. This ensures you’re delivering the best possible experience all around.

    Quote:

    “Time is the currency of experiences. If you get people to spend more time with you, they will spend more money with you.”

    About:

    Jim Gilmore is co-founder of Strategic Horizons LLP. He has authored and co-authored several books, has been published in many leading business publications, co-edits Markets of One and teaches/lectures at several colleges and universities.

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  • Top Takeaways:-      The economy has evolved over time from an agrarian...
  • Array ( [id] => a0889554-3634-11ea-9775-fbf43e71e33c [createdAt] => 2020-01-13T19:43:44.756+01:00 [updatedAt] => 2020-01-13T21:10:06.598+01:00 [title] => Simple is Transformative in the Customer Experience Featuring Matt Gillin [pubdate] => 2020-01-14T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/a0889554-3634-11ea-9775-fbf43e71e33c/image/uploads_2F1578940742799-10jr2dpd87f-24afb6d3c6d8b94adfef2123d8f5c902_2FMatt%2BGillin%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). Here’s a hint: it’s all in providing a secure, personalized, and frictionless channel of communication.

    Top Takeaways:

    -      The biggest challenge facing business today is how to more effectively engage and connect with customers. Companies must find innovative solutions if they hope to overcome this obstacle and find success.

    -      Every organization’s goal should be to get their customers to say, “Wow, thank you!” Customers expect this now more than ever before in addition to a more personalized experience.

    -      The best way to connect and engage with customers is through a channel that is personalized, on-demand, secure, and most importantly, frictionless. If your customer’s experience is not easy, they will not remain loyal to you or your brand.

    -      A technical advantage alone is not enough to satisfy and delight your customers. Make sure you invest in your core services and customer engagement. That is what will ensure a competitive advantage for your company.

    -      It can be difficult for businesses to make the shift to a better customer experience due to legacy systems, infrastructures, and thinking. Solutions must also be easy and frictionless.

    -      Information and the channel through which it is delivered must be relevant to customers. Customers resist technology and AI when it is not relevant, secure, or personalized to them.

    -      There must always be a human element to each relationship. Customers want to do business with companies that know them and that allow for effortless communication.

    -      The goal should always be to create a better connection with your customers. At the end of the day, that’s what drives a good CX and customer loyalty.

    Quote:

    “When you know your customers and maintain flowing, frictionless lines of communication, that’s when you win as an enterprise. That’s when customers stay.”

    About:

    Matt Gillin is the CEO and co-founder of Relay Network, a Gartner-designated “Cool Vendor” in CRM Customer Service and Support. He has over 20 years of experience as an active entrepreneur, pioneer and inventor.

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  • Shep Hyken interviews Matt Gillin. They discuss the secrets of...
  • Array ( [id] => c480aa80-30c8-11ea-95eb-3b9dbcc698b2 [createdAt] => 2020-01-06T22:09:03.663+01:00 [updatedAt] => 2020-01-06T22:39:18.403+01:00 [title] => Customer Fandom Featuring David Meerman Scott [pubdate] => 2020-01-07T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/c480aa80-30c8-11ea-95eb-3b9dbcc698b2/image/uploads_2F1578344859257-xnx8mlhtlmk-6114588f93b7bdcb322eab77ee7c4475_2FDavid%2BMeerman%2BScott%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Shep Hyken interviews David Meerman Scott. They discuss his new book, Fanocracy: Turning Fans into Customers and Customers into Fans, and strategies for businesses to turn their customers into fans and vice versa.

    Top Takeaways:

    -      Human beings naturally crave connection and the feeling of belonging. That’s where the concept of the “fandom” comes into play. Companies must figure out how they can utilize this to their advantage. Every organization is capable of developing fans.

    -      Companies can turn fans into customers by tapping into an already existing fanbase. For example, an auto insurance company found a fanbase for old cars and began catering to that market.

    -      Companies can also turn customers into fans. If you can find a way to connect to your customers on a deeper level, they will feel more connected to you and your business. This is where fandom begins.

    -      The neurology behind fandoms explains how and why they are so successful. The closer you are to people physically, the stronger the shared emotion. This is the secret to creating deep, authentic connections.

    -      Other factors can contribute to the creation of customer “fans” and a loyal fanbase, such as the exclusivity factor, subscription, and the ability to share on social platforms. These can all give customers the feeling of belonging and connection.

    -      Avoid creating an adversarial relationship with your customers. Remove barriers for your customers to access your content. For example, provide the free ebook first and later ask for the customer’s email, instead of the other way around. This will generate more interest and hotter leads—and create fans.

    -      Be passionate. Even if the person you’re interacting with doesn’t share your passion, they can feel it. Passion is infectious. Customers like doing business with people who are passionate.

    Quote:


    ·        “Fandom is all about a true human connection—a personal connection. It’s hard-wired into our brains as humans that we want to be part of a tribe, that we want to be together with like-minded people.”

    About:

    David Meerman Scott is a marketing strategist, entrepreneur, advisor to emerging companies, VC strategic partner and bestselling author of 10 books, including Fanocracy: Turning Fans into Customers and Customers into Fans.

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

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  • Shep Hyken interviews David Meerman Scott. They discuss his new...
  • Array ( [id] => 33c827b2-2b5e-11ea-983c-efa5e9a63ed8 [createdAt] => 2019-12-31T00:43:38.375+01:00 [updatedAt] => 2019-12-31T01:43:15.413+01:00 [title] => The Emotional Brand Experience Featuring Lindsay Pedersen [pubdate] => 2019-12-31T12:30:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/33c827b2-2b5e-11ea-983c-efa5e9a63ed8/image/uploads_2F1577752937625-fnc5h7f18rk-b7855774e4de926881eb4fbf467ffc95_2FLindsay%2BPedersen%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => How to Differentiate Your Brand Through Emotional Connection with Customers [summary] =>

    Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how brands can differentiate themselves by creating authentic, genuine connections with their customers.

    Top Takeaways:

    -      A brand is its customer experience, and vice versa. The brand and the experience are built on the relationship between a business and its customers.

    -      Advertising and marketing may attract new customers, but it’s rarely the real reason why customers like doing business with a brand. Customers like doing business with companies because of how those companies make them feel.

    -      Many companies focus too much on acquiring new customers rather than retaining the customers they already have.

    -      Every company should ask itself why it is in business. This question becomes especially important if the company keeps losing customers. Create an experience that reduces customer churn.

    -      You must differentiate yourself from your competitors. Be wary of doing this through your product alone; that method is too easy to copy. But if find a way to meet a unique need for your customers, you will find success.

    -      The most important question a company can ask itself is what emotional reward they want the customer to enjoy by choosing to do business with them. There is emotional value in the connection between a company and its customers, and brands must tap into that.

    Quote: “Businesses don’t make money by impressing people with cool ads. They make money by attracting and retaining customers.” - Lindsay Pedersen

    Lindsay Pedersen is a brand strategist and owner of Ironclad Brand Strategy who recently authored Forging an Ironclad Brand: A Leader’s Guide. She has advised companies from burgeoning startups to national corporations.

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  • Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how...
  • Array ( [id] => 7dbba09e-25b7-11ea-9a4a-0ff494a8ae31 [createdAt] => 2019-12-23T20:07:40.676+01:00 [updatedAt] => 2019-12-23T20:11:43.892+01:00 [title] => Strengthen Your Company’s Core Featuring Katie Mares [pubdate] => 2019-12-24T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/7dbba09e-25b7-11ea-9a4a-0ff494a8ae31/image/uploads_2F1577128027548-kj55mwigcqb-cf5e8f00e19f4f9ad4c4e4e8170cf816_2FKatie%2BMares%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience [summary] =>

    Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world.

    Top Takeways:

    -      In order for your organization to succeed, it must have a strong, solid core. The core is made up of your systems, your processes and most importantly, your people.

    -      Strengthen your organization’s core using the C.O.R.E. Methodology, which has four steps: create, operationalize, results and evaluate & evolve.

    -      Create: The first step is to create systems and processes that involve your entire team, creating greater total buy-in.

    -      Operationalize: Once you create your processes, you must operationalize them. It’s one thing to create something, but it’s another to actually follow through with it.

    -      Results: Monitor your results—as the saying goes, “you can’t manage what you can’t measure.” Give your customers a voice as a part of this step.

    -      Evaluate & Evolve: Customers and their expectations are constantly and rapidly changing. You must evaluate your progress by constantly asking how you can get better and evolve to keep up with changing demands.

    -      Companies need to be more aware of the purchasing power of the female consumer. More often than not, the shopping experience is designed and, in many industries, delivered by men, and yet women are the ones ultimately saying yes or no.

    -      Statistics show that women influence 90% of all household purchases, yet 85% of the world’s executives are still men while only 3% of creative directors are women.

    -      When something in the customer experience goes wrong, more often than not it’s due to lack of consistency. When expectations are unmet, it causes disappointment.

    -      Consistency and accountability are vital to an organization’s success. You must be accountable for your own actions if you hope to create a consistent experience.

    Quote: “Customer experience most often fails because we don’t do it consistently.” - Katie Mares

    Katie Mares, CTDP, MCATD, CPS is the Chief Inspiration Officer of Alkamey Group. She has over 15 years of experience in customer service and leadership.

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  • Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology...
  • Array ( [id] => b0c0e5c2-204d-11ea-96a2-632ee9081229 [createdAt] => 2019-12-16T22:47:43.811+01:00 [updatedAt] => 2019-12-16T22:47:57.596+01:00 [title] => The Hospitality Mentality Featuring Rupesh Patel [pubdate] => 2019-12-17T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/b0c0e5c2-204d-11ea-96a2-632ee9081229/image/uploads_2F1576532753492-ak6joi6rn68-f9c1815219087f00ab6cf575ea329b22_2FRupesh%2BPatel%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond [summary] =>

    Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world.

    Top Takeaways:
    • Don’t make the mistake of caring more about money than customer service. Focus on customer service and the money will follow.
    • The first step to creating an amazing experience is raising your brand standards. Define the standards for your business and focus on improving your operations to meet and exceed your customers’ expectations.
    • Ask yourself what you can do to make your customers feel special and elevate the experience they have with you. Note: The answer doesn’t have to be expensive or time-consuming to be effective.
    • Find ways to personalize your customers’ experience. Customization can go a long way toward satisfaction and amazement.
    • Providing good customer service can be some of your most powerful marketing.
    • Invest in your team members; make them feel important and like they’re part of the process. When building your team, find people who genuinely care and are willing to go above and beyond.
    • Reviews are hugely important for any and every business. Create a great experience first and foremost, but don’t expect that to be enough to encourage customers to write good reviews.


    Quote: “At the end of the day, how you make your team feel and how they feel about their job is huge.” - Rupesh Patel

    About:

    Rupesh Patel is a hotel owner/operator and the founder of www.SmartGuests.com. He has over 20 years of experience and has held titles such as entrepreneur, investor, business consultant and more.

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

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  • Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce”...
  • Array ( [id] => d75e06f2-1872-11ea-a7eb-6b50cce4df28 [createdAt] => 2019-12-06T22:53:30.669+01:00 [updatedAt] => 2019-12-06T22:54:35.446+01:00 [title] => The Empathy Machine Featuring Joel Makhluf [pubdate] => 2019-12-10T12:00:00.000+01:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/d75e06f2-1872-11ea-a7eb-6b50cce4df28/image/uploads_2F1575669156277-e3ql38lnq2-c5bb6a7dea1e333f30cf62c458c2b796_2FJoel%2BMakhluf%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Using AI to Guide Employees Toward Better Customer Care [summary] =>

    Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that.

    Top Takeaways:
    • Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”
    • It’s important to identify the behaviors that annoy customers the most over the phone, whether it’s talking too fast or too slow, interrupting them, speaking in monotone, etc.
    • AI platforms now have the ability to search for and recognize the “empathy cue,” which occurs when a customer is in a heightened state of emotion and therefore needs more empathy from the agent.
    • Pay attention to the nonverbal cues your customers give you. It’s not just what they say, but how they say it that matters.
    • Because AI is able to handle many easy, basic calls, the calls that reach contact center workers tend to be more complicated and more stressful. This leads to agents experiencing cognitive overload and “compassion fatigue.”
    • AI technology and software can guide contact center agents through these pitfalls in real-time, empowering them to take better care of customers through empathy.
    • Identify your best-performing employees and mimic their behavior. Train the rest of your employees to that exemplary behavior. This will result in a more consistent customer experience.
    • Remember that everyone has bad days, even your top performers. Be there to empower and coach your employees through those bad days.
    • “Automation fatigue” is settling in across industries. There needs to be a balance between humans and AI. AI is great for handling simple tasks, but customers crave empathy when dealing with their most personal problems.
    Quotes:

    “Model the behavior of your best employees and coach the rest of your employees to that behavior.” - Joel Makhluf

    About:

    Joel Makhluf is the Director of Demand Generation at Cogito, an artificial intelligence company that provides real-time conversational guidance and analytics.

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

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  • Shep Hyken interviews Joel Makhluf. They discuss the need for...
  • Array ( [id] => 14c78fe4-1478-11ea-b67b-2fa8b61e04f3 [createdAt] => 2019-12-01T21:20:56.532+01:00 [updatedAt] => 2019-12-01T21:21:20.308+01:00 [title] => Elevate the Employee (and Customer) Experience Featuring Robert Glazer [pubdate] => 2019-12-03T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/14c78fe4-1478-11ea-b67b-2fa8b61e04f3/image/uploads_2F1575231372215-zzetbbcy8ni-c3adef0665af0a9dadc791ad4c012f95_2FRobert%2BGlazer%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Making a Lasting Impact on the People That Power Your Business [summary] =>

    Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others.

    Top Takeaways:

    -       Find ways to do something meaningful for your employees around the holidays—or anytime of year. Experiences often are better remembered and make a bigger impact than money.

    -       By investing in your employees, you are investing in the culture of your organization. With a strong culture, you will attract and keep the kind of employees you want.

    -       Customers will not love your company until your employees love your company. Focus your efforts on the employee experience and the customer experience will follow.

    -       “Capacity building” is the method by which individuals seek, acquire, and develop the skills and ability to consistently perform at a high level in pursuit of their innate potential.

    -       The four elements of capacity building are spiritual, intellectual, physical, and emotional. Focus on each of these elements individually and you will improve your entire being.

    -        “Spiritual” does not necessarily mean religious. In business, it’s about knowing who you are, what you want, and the standards by which you want to live each day. This is crucial to be a successful leader.

    -       Three common service mistakes even top businesses make are not establishing rapport with customers, over-responding to a single piece of feedback, and not offering customers full explanations.

    -       You don’t have to tackle 100% of change all at once. Tackle 1% every day, and soon you will see it add up into big, positive change.

    -       To sign up for Robert Glazer’s weekly newsletter that inspired his book, go to http://www.fridayfwd.com.

    Quote:

    “If you really want to impress people, listen to them. You will be amazed by how much they appreciate that.”

    About:

    Robert Glazer is the founder and CEO of Acceleration Partners. He is a serial entrepreneur and author of Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others.

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  • Shep Hyken interviews Robert Glazer. They discuss his practice of...
  • Array ( [id] => dfd45e9e-0c9c-11ea-a0bb-77665c87eb50 [createdAt] => 2019-11-21T21:24:09.774+01:00 [updatedAt] => 2019-11-21T21:46:17.224+01:00 [title] => Get Thematic with Customer Feedback featuring Alyona Medelyan [pubdate] => 2019-11-26T12:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/dfd45e9e-0c9c-11ea-a0bb-77665c87eb50/image/uploads_2F1574367641575-8j5e91uy6jx-5374f6a17832db85b2aa417447761a1c_2FAlyona%2BMedelyan%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical? It is, but it’s fascinating. More important, it’s relevant. The future is here today! 

    Top Takeaways:

    • Natural language processing is an analytic tool that helps programs and AI (artificial intelligence) analyze and understand “everyday” language.  
    • Using natural language processing allows companies to understand what customers are saying in their own words, link it to NPS (Net Promotor Score) and, most importantly, identify the most important problems their customers are facing. 
    • Once companies have identified the problems that are most important to their customers, they can prioritize the order in which they fix them. Too often executives focus on things that matter less to customers rather than fixing the most pressing issues. 
    • More often than not, customer service is not the root of the problem. Broken processes are often the culprit for low NPS scores, while good customer service is the only thing that keeps those scores above 0. 
    • Surveys in general should be kept on the short side. However, they can be a little longer if you allow your customers to opt out of them and also offer them a way to share their thoughts and opinions freely. 
    • Above all, the most important thing is for companies to give customers the chance to explain what they like and don’t like in their own words. Open the channels of communication a little wider and you will reap the rewards. 

    Quotes:

    “If you are running a business, think about how you get feedback from customers. Make sure you let customers explain in their own words what matters to them. - Alyona Medelyan 

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  • Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help...
  • Array ( [id] => 01e8c26a-07f0-11ea-a3e4-571b1a4cfdb1 [createdAt] => 2019-11-15T22:36:39.367+01:00 [updatedAt] => 2019-12-01T21:14:32.976+01:00 [title] => Will AI Kill the Customer Support Agent? Featuring Antony Brydon [pubdate] => 2019-11-19T11:00:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/01e8c26a-07f0-11ea-a3e4-571b1a4cfdb1/image/uploads_2F1573853683762-7k2e9dnaija-e8aaa12e957c0ffcef06ac577f800d3e_2FAntony%2BBrydon%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Shep Hyken interviews Antony Brydon. They discuss the role of automation in customer service, and how companies can best use it to improve their customers’ experience.

    Top Takeaways:

    • When companies switch to AI and other new automation technologies, more often than not it is the customers who suffer. Companies must make this switch without sacrificing the customer experience.
    • AI has the capacity to transform practically every job within the knowledge sector, especially customer service jobs. The key is making it work.
    • The shortcomings of AI include understanding customer intent and using creativity to solve problems. These are areas where people excel. Integrating the human touch into automated systems will allow the AI experience to improve dramatically.
    • Rather than AI supporting humans, humans must support and train AI so it gets better. Connecting automation to a network of human subject matter experts is a good way to start.
    • Technology is changing incredibly fast, so adaptability is key. Humans are good at adapting to new situations and can therefore help automated systems adapt to best serve the customer.
    • The future is conversational, meaning customers are choosing to connect with companies through more casual conversational channels like texting and instant messaging. AI needs to adapt to this.
    • Poor automated systems end up costing far more than efficient ones. The more a company invests in automation and AI, the better the experience will be all around.
    • Don’t associate automation with a poor customer experience. Contrary to popular belief, it is very possible to switch to AI and automated processes that improve the customer experience at the same time.

    Quote:

    “So much of a good experience comes down to the investment in that experience.” - Antony Brydon

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  • Shep Hyken interviews Antony Brydon. They discuss the role of...
  • Array ( [id] => 707478da-0199-11ea-a4cd-3386b4b293cc [createdAt] => 2019-11-07T21:01:51.641+01:00 [updatedAt] => 2019-11-07T21:02:58.416+01:00 [title] => Create a Disney-Worth Customer Experience Dennis Snow [pubdate] => 2019-11-12T12:30:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/707478da-0199-11ea-a4cd-3386b4b293cc/image/uploads_2F1573156775948-5z9ch5g5ej4-9fd43a82cd762c2ddac70e413656ee70_2FDennis%2BSnow%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => [summary] =>

    Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company.


    Top Takeaways:

    There are two steps to defining your organization’s level of service. Step one is to ask yourself what you want your customers to say about their experience. Step two is to ask yourself what you can do to get your customers to say those things.

    When considering step one, narrow it down to three things you want your customers to say. This helps you focus in on what differentiates you from others.

    Your culture is defined by step two. Reinforce the behaviors that elicit the desired customer response. Your company culture is not what you say but what you do.

    Good company culture starts with the hiring process. Get to know your standout employees and find out what qualities contribute to their success within your organization. Then, hire individuals who are similarly hard-wired to succeed within your culture.

    Training begins during the hiring process. You must demonstrate your company’s values from the beginning, and that includes the hiring process.

    The first day of training should focus on company culture. Additionally, this training should never end.

    Identify behaviors that detract from the brand and culture you have worked so hard to craft. Be on the lookout for these and create processes that prevent them from happening.

    As a leader, never let a coachable moment pass you by. Seize opportunities to continually coach your employees toward improvement.

    Similarly, never let a moment of recognition go by. Give praise and credit where it’s due, and positively reinforce the behavior that defines your brand.

    Leaders must demonstrate and embody the values and culture they want to see throughout their organization. They must not only talk the talk but also walk the walk; leaders are the ultimate role model for company culture.


    “What people say is your brand; what your employees do is your culture.” - Dennis Snow




    About: 


    Dennis Snow is a full-time speaker, trainer and consultant. He worked with the Walt Disney World Company for over 20 years, where he developed his passion for service excellence.


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

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  • Shep Hyken interviews Dennis Snow. They discuss how to define...
  • Array ( [id] => 221f24c2-fb5a-11e9-bcd4-7b908df8717c [createdAt] => 2019-10-30T22:13:34.945+01:00 [updatedAt] => 2019-10-30T22:21:58.639+01:00 [title] => The Bottom Line of Customer Experience Featuring Augie Ray [pubdate] => 2019-11-05T12:30:00.000+01:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/221f24c2-fb5a-11e9-bcd4-7b908df8717c/image/uploads_2F1572469849375-1y154axqdny-47c7fa48679e11d08ac62c3eaf463d86_2FAugie%2BRay%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Creating a Customer Experience that Results in Financial Gain [summary] =>

    Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike.

    The Interview with Augie Ray:

    • The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before. Brands need to pay attention to the entire customer experience across all channels to stay relevant and successful.
    • Simply acquiring new customers isn’t enough, especially if you experience high customer churn. Create an experience that focuses on retaining customers and building loyalty—and that experience is the result of not just what we say, but what we do.
    • There are two different definitions of customer experience, and they are two sides of the same coin.
    • From the customer’s perspective, CX is their accumulated experiences and perceptions about a brand through every interaction, both direct and indirect.
    • From a managerial perspective, CX is the discipline of understanding and reacting to customer interactions with the goal of meeting and exceeding expectations, creating loyalty and building advocacy.
    • As customer expectations rise, budgets for customer experience need to rise as well.
    • Data shows there is a positive relationship between customer satisfaction and financial gains for businesses. Prioritizing the customer experience benefits the top and bottom lines.
    • Both segments and personas are marketing tools that allow companies to group individuals together in a meaningful way. Segments demonstrate how customers are meaningful to a company, whereas personas flip the perspective and examine how a brand can be meaningful to customers.
    • To access the research that Augie quotes, listeners are invited to connect with him on LinkedIn and to subscribe to Gartner’s newsletter, “Smarter with Gartner.”

    Quotes:

    “We are not what we say we are. We are the experience we provide to customers and what they say we are.”

    “When it comes to the customer experience, we have to look not just at what we say, but at what we do.”

    “When you succeed for the customer, you succeed for the brand as well.”

    About:

    Augie Ray is a Vice President Analyst at Gartner, a research and advisory firm. He covers customer experience for marketing and CX leaders and helps them launch and manage successful CX programs.

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

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  • Shep Hyken interviews Augie Ray from Gartner. They discuss the...
  • Array ( [id] => 4772f4b8-f5c6-11e9-b41c-3fb0354c8b3b [createdAt] => 2019-10-23T20:52:36.235+02:00 [updatedAt] => 2019-10-23T20:53:55.984+02:00 [title] => Companies with a Soul are the Future of Customer Experience Featuring Guest Blake Morgan [pubdate] => 2019-10-29T09:00:00.000+01:00 [link] => https://hyken.com/amazing-business-radio-show/amazing-business-radio-blake-morgan-2 [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/4772f4b8-f5c6-11e9-b41c-3fb0354c8b3b/image/uploads_2F1571856605828-qlg6evvu0ee-2ab8252b39c15137a5ceb5e06c2eb103_2FBlake%2BMorgan%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Understanding Companies and Customers of the Future [summary] =>

    Shep Hyken interviews Blake Morgan. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business, focusing on the psychological, technical, and experiential components of building a good customer experience.

    The Interview with Blake Morgan:

    • If you don’t get the simple stuff down, you will lose customers. The “basics” includes knowledge of your customers and their wants and needs. Above all, seek to make their lives easier rather than more difficult.
    • Psychological components of CX are the invisible pieces of your strategy. These include a CX mindset, company culture, and leadership development.
    • Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better.
    • There is a correlation between how employees feel at work and the quality of work that they do. Studies show that companies that invest in the employee experience are 4.2 times more profitable than companies that don’t.
    • Don’t leave training up to chance; it must be intentional and consistent. Leaders must understand company culture and what happens at every level of the organization. One person cannot turn a company around alone.
    • There is often a disconnect between technology and human connection. It’s rarely technology that is missing from a company; it’s human connection and a service mindset.
    • On an experiential level, design a friction-free customer experience, consider customer-focused marketing, and, above all, design and commit to a code of ethics. This is especially important in today’s fast-paced world of technology and AI.
    • The most important thing when thinking about the customer experience is simply to make others’ lives easier and better. This extends beyond customers to employees as well. In the end, the companies who “have a soul” in this way will be the ones that succeed.


    Quote:

    “Don’t make life harder on your customers to make it easier on your business.” - Blake Morgan

    About:

    Blake Morgan is a keynote speaker, customer experience futurist, and author of two customer experience books. Her latest is The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business.

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

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  • Shep Hyken interviews Blake Morgan. They discuss her new book,...
  • Array ( [id] => c7c6bf20-f434-11e9-94f2-9fcc42ce6250 [createdAt] => 2019-10-21T20:58:33.848+02:00 [updatedAt] => 2019-10-30T14:38:48.055+01:00 [title] => The Competitive Edge of Empathy Featuring Maria Ross [pubdate] => 2019-10-22T10:00:00.000+02:00 [link] => https://hyken.com/amazing-business-radio-show/amazing-business-radio-maria-ross [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/c7c6bf20-f434-11e9-94f2-9fcc42ce6250/image/uploads_2F1571684060007-82v9f5dyj7e-cc7de5655013cb4084965ee591fff996_2FMaria%2BRoss%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Creating a Culture of Empathy to Drive Success in Business [summary] =>

    Shep Hyken interviews Maria Ross. They discuss her new book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success, why empathy creates a competitive advantage in business, and how companies can foster empathy from the inside out.

    The Interview with Maria Ross:

    • Authentic empathy can create a competitive advantage for companies and can reap huge rewards and bottom-line benefits. In an empathetic culture, employees are more innovative and productive, while customers are more loyal and result in more revenue and good press.
    • Empathy must be authentic for it to be effective. Avoid the “empathy veneer,” which is the mere illusion of empathy without the reality of it. Companies cannot pretend to be empathetic to reap the rewards that true empathy provides—if they try, it will backfire spectacularly.
    • For empathy to be believable on the outside, it must start and be built from the inside out—just like a good brand. This means hiring the right people, training them correctly and continually, rewarding them appropriately, and creating and preserving an internal culture that fosters empathy.
    • Set up internal processes and structures that support the culture of empathy you want to build and preserve. This includes rewards structures—appropriately incentivize the action and behavior that reflects the culture you’re trying to foster. You get the culture you endorse and reward.
    • Empathy can start now, and it can start with one individual. It won’t happen overnight, but rather through small steps that will result in big change.
    • There are five ways leaders and teams can take action now to create empathy:
    • Practice presence. You can’t be empathetic if you’re not present.
    • Listen more; stay humble. Focus on what you hear without being prescriptive.
    • Be curious. The most empathetic people are the ones who ask questions, especially why.
    • Cultivate confidence. You cannot be empathetic toward others if you are not empathetic toward yourself.
    • Create an environment of trust. You cannot have an empathetic workplace if everyone is living in fear.
    • It’s important to facilitate intergenerational understanding. Millennials and Gen Z’ers are some of the most diverse and empathetic people in the workforce. Differences between generations can cause friction and reduce productivity. Embrace communication and work to understand others’ experiences.


    Quote:

    “You get the culture you endorse and reward.” - Maria Ross

    About:

    Maria Ross is a brand strategist, speaker, and founder of brand consultancy Red Slice. She has authored multiple books, including her latest book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success.

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

    [audioFile] => https://megaphone-prod.s3.amazonaws.com/podcasts/4662fa7c-bab3-11e8-8186-b7c42bfb0449/episodes/c7c6bf20-f434-11e9-94f2-9fcc42ce6250/stripped_fd20ed740b89c751a45251a0f0dddb9b.mp3 [downloadUrl] => https://traffic.megaphone.fm/CSN9807985499.mp3 [size] => 19218495 [duration] => 1601.54 [uid] => CSN9807985499 [originalUrl] => [bitrate] => 96 [samplerate] => 44100 [channelMode] => mono [vbr] => [audioFileProcessing] => [podcastId] => 4662fa7c-bab3-11e8-8186-b7c42bfb0449 [preCount] => 1 [postCount] => 1 [insertionPoints] => Array ( ) [id3File] => https://megaphone-prod.s3.amazonaws.com/podcasts/4662fa7c-bab3-11e8-8186-b7c42bfb0449/episodes/c7c6bf20-f434-11e9-94f2-9fcc42ce6250/id3/c5f026a36fa9d0fe9a13529ed441e9c5.mp3 [id3FileProcessing] => [id3FileSize] => 78270 [parentId] => [guid] => [pubdateTimezone] => Central Time (US & Canada) [originalFilename] => The Competitive Edge of Empathy Featuring Maria Ross.mp3 [preOffset] => 0.0 [postOffset] => 0.0 [spotifyIdentifier] => [expectedAdhash] => [audioFileUpdatedAt] => 2019-10-30T14:38:46.679+01:00 [draft] => [externalId] => [cleanTitle] => The Competitive Edge of Empathy Featuring Maria Ross [customFields] => [podcastTitle] => Amazing Business Radio [networkId] => 350149ba-8137-11e8-b024-4351158a124b [podcastAuthor] => Shep Hyken & C-Suite Radio [podcastItunesCategories] => Array ( [0] => Business [1] => Careers ) [advertisingTags] => Array ( ) [mainFeed] => 1 [adFree] => [audioFileStatus] => success [status] => published )
  • Shep Hyken interviews Maria Ross. They discuss her new book,...
  • Array ( [id] => f269b41c-ea9d-11e9-bcf0-cf4a212630ab [createdAt] => 2019-10-09T16:06:10.912+02:00 [updatedAt] => 2019-10-09T21:23:25.348+02:00 [title] => Small Change, Big Payoff with Laurie Guest [pubdate] => 2019-10-15T09:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/f269b41c-ea9d-11e9-bcf0-cf4a212630ab/image/uploads_2F1570628428203-8oi9mjxiqzp-9ae40536a5337e4e280f9a597c4cc184_2FLaurie%2BGuest%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => How Small Things Can Impact Customer Service in a Big Way [summary] =>

    Shep Hyken interviews Laurie Guest. They discuss her recent book, The 10¢ Decision: How Small Change Pays Off Big, which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service.

    The Interview with Laurie Guest:Business leaders don’t always need to spend a lot of time or energy to improve their customer experience. Small, simple changes can go a long way toward positively impacting customers.Consider your word choice when speaking with customers. For example, you should only say “sorry” in two scenarios: when you have made a mistake and when you want to authentically express empathy. Otherwise, find alternative language that will positively enhance the customer’s experience.Your body language also says a lot. Be aware not only of how you present yourself, but also of what your customers are communicating to you through their body language.One of the most important things for leaders to consider is packaging. How you put together and present the product or service you will influence your customers to buy more from you.Much of customer service comes down to common sense—be nice! You must constantly train to the concepts and cultures you want in your organization, even if it seems like it should be “common sense.”Every person’s level of common sense is different, and is based on five factors: the environment in which they were raised, the era in which they were born, their previous work culture, their personality, and their current work atmosphere.Take an integrated approach to customer service training. Your whole team and organization must approach it as a whole in order to see results and drive success.These concepts and more can be found in Laurie’s book, The 10¢ Decision: How Small Change Pays Off Big. Listeners who purchase the book from her website may use the code PODCAST to receive 20% their copy.Quote:

    “Business owners do not need to do radical, expensive things to impact their customers. Often they can make little changes to make a difference.” -Laurie Guest

    About:

    Laurie Guest, CSP is an entrepreneur, keynote speaker, author and “go-to-resource” for customer service excellence. Her latest book is The 10¢ Decision: How Small Change Pays Off Big.

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

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  • Shep Hyken interviews Laurie Guest. They discuss her recent book,...
  • Array ( [id] => 408ab086-e55a-11e9-9538-03d1d645855e [createdAt] => 2019-10-02T23:19:00.393+02:00 [updatedAt] => 2019-10-02T23:20:06.020+02:00 [title] => Customer Service Drives Value Featuring Guest Sam Lessin [pubdate] => 2019-10-08T10:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/408ab086-e55a-11e9-9538-03d1d645855e/image/uploads_2F1570050972749-snsfi53cqvs-0db0dd6b85a986e303d6bc511b5ffebd_2FSam%2BLessin%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Measuring the Customer Journey to Meet New Expectations [summary] =>

    Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction.

    The Interview with Sam Lessin:The world is becoming more customer-centric, but not every company is keeping up. There must be more training and coaching present within contact centers and customer-facing roles.Measurement is everything. You can only change what you measure. You must measure and collect data across multiple areas of your business so you can understand which moments in the customer journey need review and repair.Executives are in danger of being too far removed from their customers’ journey. Data can help bridge this gap. The right data can help executives make the best decisions about how to create healthier relationships, improve workflow, and create better customer service.Consumers’ expectations of companies they do business with have never been higher, especially when it comes to communication and availability. Customers now expect companies to be as easy to reach as their friends are.Social customer care involves customers communicating with companies through social media channels. Companies need to be aware of the increased visibility that comes with these territories; it can be good, but it can also be a huge liability.Technology, systems, and processes will continue changing and getting more complicated. Keep it simple by remembering that it’s really about serving people well. Customers just want their questions answered and their problems solved quickly and easily; this has remained constant and will not change.Understand the lifetime value (LTV) of your customers and examine how customer service impacts it. Focus on this aspect more than any others.Customer service is not a separate department or something that only happens in contact centers. It is present throughout the entire customer journey. It drives value for your organization just as much as—if not more than—sales, marketing, product, etc.Quote:

     “Your customer service isn’t just a call center; it’s driving value for your organization.”- Sam Lessin

    About:

    Sam Lessin is the co-founder and co-CEO of Fin Analytics. Formerly, he was Product VP at Facebook and founded drop.io. He also writes a column for The Information.

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

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  • Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss...
  • Array ( [id] => 0e2d596a-e3b9-11e9-aaed-4f646827e61d [createdAt] => 2019-09-30T21:32:35.767+02:00 [updatedAt] => 2019-09-30T21:33:47.958+02:00 [title] => The Analytic Customer Experience Featuring Guest Tom Goodmanson [pubdate] => 2019-10-01T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/0e2d596a-e3b9-11e9-aaed-4f646827e61d/image/uploads_2F1569871937645-pdof0lftlpi-477565d72d95749c61c5f224e70bf74b_2FTom%2BGoodmanson%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => How AI Can Support Human Customer Service [summary] =>

    Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service.

    The Interview with Tom Goodmanson:The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re competing primarily on the basis of customer experience.With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service.Human interaction will never be entirely eliminated or replaced by AI. However, digital technologies can help support humans—both the reps serving customers and the customers themselves—by making processes easier, more efficient, and more frictionless. Data and analytics empower agents to engage customers in a way that brings humanity back into the equation.Customers’ expectations are higher than ever. These changing and growing expectations drive the biggest trends and most critical focus points for the future of CX. These focal points include hyper-personalization and fast, frictionless service.Hyper-personalization happens when you are able to collect and analyze enough data to get to a very deep understanding of the individual consumer. It allows for exceptional customer care.Find ways to provide your customers with fast and frictionless service. This starts by saving them time. Give your customers the ability to connect with you the way they want to, not the way you want them to.The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. The conference, where Shep will be a keynote speaker, focuses on the challenges of managing growing contact centers, solutions for increasing customer and employee engagement and voice-of-the-customer innovations happening in contact centers today. Learn more at Calabrio.com.Quote: 

    “At the end of the day when we build all this software to run and drive, we still believe in the humanization of the contact center. We think it needs to become even more human.” - Tom Goodmanson

    About:

    Tom Goodmanson is the President and CEO of Calabrio, a workforce optimization and management company. He has more than 20 years of experience leading fast-growing dynamic software and technology companies.

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

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  • Shep Hyken interviews Tom Goodmanson. They discuss trends in digital...
  • Array ( [id] => 1f24fb6a-dbe4-11e9-b151-6f9a1c6f6907 [createdAt] => 2019-09-20T22:20:43.285+02:00 [updatedAt] => 2019-09-20T22:21:42.965+02:00 [title] => Customer Understanding Featuring Guest Annette Franz [pubdate] => 2019-09-24T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/1f24fb6a-dbe4-11e9-b151-6f9a1c6f6907/image/uploads_2F1569007455552-t4g5k52epp-e08ee80f73f6324e66aee534a7244b6b_2FAnnette%2BFranz%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => The Link Between the Employee Experience and the Customer Experience [summary] =>

    Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. They also talk about the crucial role the employee experience plays in the customer experience.

    The Interview with Annette Franz:Customer understanding is a cornerstone of a customer-centric culture. You must understand who your customers are, the experience they’re having, the problems they face, their goals, and how your business helps them achieve their goals.Communication is crucial in the customer experience. You must communicate openly and honestly with your customers, especially if you need to make changes and decisions that will affect their experience.Everything that affects the customer experience is related to the employee experience. Use the same tools to measure and map the employee experience as you do for the customer experience. Employees, after all, are “internal” customers, and what happens on the inside of an organization will be felt on the outside by external customers.It’s important to eliminate friction for both customers and employees. Be wary of making decisions that will eliminate friction only for customers, while creating more difficulties for employees. That friction, though not direct, will eventually be felt by the customers, too.Happy employees result in happy customers. If you treat your employees well, they, in turn, will treat your customers well. The result is a win-win for your business.Without customers, you have no business. But in order to have happy, loyal customers, you must treat your employees well. At the end of the day, your business focus should really be on the people that drive your business—both customers and employees alike.

    Quote:

    “Out of a great employee experience comes employee engagement, productivity, and quality. This translates to a great experience for customers.” - Annette Franz

    About:

    Annette Franz, CCXP, is founder and CEO of CX Journey Inc., as well as an internationally recognized CX thought leader, coach, speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. Her website is cx-journey.com.

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

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  • Shep Hyken interviews Annette Franz. They discuss her new book,...
  • Array ( [id] => 59ccef38-d4d3-11e9-84d2-83a137aee75a [createdAt] => 2019-09-11T22:33:02.112+02:00 [updatedAt] => 2019-09-11T22:34:03.794+02:00 [title] => Customer Service Will Never Go Out of Style Featuring Guest Paul Selby [pubdate] => 2019-09-17T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/59ccef38-d4d3-11e9-84d2-83a137aee75a/image/uploads_2F1568233963020-9jn4o7t5liu-f9ec7082b3a257e6774133694bdb6794_2Fpaul%2Bselby%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Keeping Customer Service Relevant with Self-Service and Proactive Service [summary] =>

    Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands.

    The Interview with Paul Selby:Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reached faster, which makes the customers happy and eliminates extra work for customer support agents.Most of today's customer service is reactive instead of proactive. Proactive service is about being aware of you customer's world anticipating problems, and solving them before the customer has a chance to contact you. The goal is to be so good that no one ever has to call customer service.Even if the issues that arise are not your fault, you still need to provide your customers with access to you for support.Despite some customers’ and companies’ preference for AI and chatbots, voice-to-voice (as in, human-to-human) interface remains the fastest and most frictionless way to provide that support. Technology is not yet at a place where it can include and convey empathy in its responses.At the end of the day, customers drive every aspect of a business. Therefore, it is crucial that you focus on creating genuine, authentic connections with your customers.Customer service is a part of, and encompasses, all other departments. Make sure you train and empower all employees to deliver the best experience possible.Quote:

    “We’re always expecting more as human beings. Customer service will never go away; there will always be a need for it.” - Paul Selby

    About:

    Paul Selby is a product marketing director for Customer Service Management at ServiceNow.

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

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  • Shep Hyken interviews Paul Selby of ServiceNow. They discuss the...
  • Array ( [id] => f78d8cb4-caa1-11e9-b292-8bb728a634ed [createdAt] => 2019-08-29T23:14:20.321+02:00 [updatedAt] => 2019-08-29T23:15:30.841+02:00 [title] => Love in Business with Steve Farber [pubdate] => 2019-09-10T10:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/f78d8cb4-caa1-11e9-b292-8bb728a634ed/image/uploads_2F1567112064007-lcb4453d3z-6848e84fdf0891c94c29bde25c8726f3_2FSteve%2Bfarber%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Doing What You Love in the Service of Customers Who Love What You Do [summary] =>

    Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success.

    The Interview with Steve Farber:Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business. Doing only what you love is called retirement—but you don’t necessarily need to be retired to feel this way.Societally, we are unaccustomed to using the words “love” and “business” in the same sentence. Using the word “love” in relation to business raises the standards and expectations in a way that promotes positive growth. However, you shouldn’t use this verbiage if you don’t intend to follow through with it; if you talk the talk, you must also walk the walk.We want customers to love our products and services. If they don’t, we will have no competitive advantage. Achieving this starts on the inside with the company’s culture. You must first create an environment people love working in; do it right, and this love will be felt on the outside by the customer.A cultural focus can begin on any level of an organization and needs to happen on every level. However, you can’t create this as a leader if you don’t love it yourself first. You must love the environment you create so your employees will also love it—and then customers will feel that love too.To kickstart your cultural change, ask yourself the important questions, like what love looks like in business, why you love what you do, and how you can show it. Then ask those around you what you can do to demonstrate customer love and implement those new ideas. Many good ideas already exist within your organization. Ask the right questions so you can have the right internal conversations.Business, like love, is incredibly personal. This is the most important but also the most overlooked aspect of business.Quote:

    “As businesspeople, we want our customers to love what we do for them. If they don’t love the product or service, then we have no advantage at all.”  - Steve Farber

    About:

    Steve Farber is the president of Extreme Leadership Inc., a speaker and consultant, and the author of several books including Love is Just Damn Good Business and The Radical Leap.

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

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  • Shep Hyken interviews Steve Farber. They discuss how to implement...
  • Array ( [id] => 93c5cf86-c8f1-11e9-9632-dfb96bc05783 [createdAt] => 2019-08-27T19:39:10.319+02:00 [updatedAt] => 2019-08-29T22:53:55.032+02:00 [title] => Customer Centricity in Business Featuring Guests Peter Fader & Sarah Toms [pubdate] => 2019-09-03T12:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/93c5cf86-c8f1-11e9-9632-dfb96bc05783/image/uploads_2F1566927514613-jk7n43oubnb-025dce4d3d6936e024f1143f227211e3_2FPeter%2Bfader%2Band%2Bsarah%2Btoms%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Building a Customer-Centric Company with Long-Lasting Value [summary] =>

    Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manifesto,” which teaches individuals and organizations how to build a customer-centric culture.

    The Interview with Peter Fader & Sarah Toms:A key term is CLV, which stands for “customer lifetime value.” Taking this into account, it is almost always more profitable to retain existing customers versus acquiring new customers.There are high-, mid- and low-value customers. In your customer base, there are fewer high-value customers and losing them could drastically, negatively impact your business profits. There are more low- and mid- value customers. They are easier to acquire and losses don’t hurt your business as much.The paradox of customer centricity is that despite these facts, many companies still expend a lot of effort into acquiring and retaining the risky high-value customers rather than retaining the dependable low- and mid-value customers. Be careful with how you manage your customer base.Don’t prioritize price over customer experience. Focus your efforts into creating a valuable experience first and foremost, and you will find that a loyal and profitable customer base will follow.Wait to create loyalty programs until you learn more about your customer base, their spending habits, and their wants and needs. Also assess the kinds of customers you’re attracting from your marketing campaigns. Then build your loyalty program using this data.Most loyalty programs are really marketing programs. For instance, “Buy nine and the tenth one is free!” True loyalty involves an emotional connection.Customer heterogeneity refers to differences between customers. You must recognize these differences and not attempt to create a one-size-fits-all approach to use across your entire customer base. Celebrate the differences that elevate your customers above “average.”The Customer Centricity Manifesto consists of four major areas:Customer HeterogeneityCross-Functional Uses of CLVMetrics That Reflect Customer EquityClear Communications with External StakeholdersQuote:

    “Be careful with how you manage your customers. Make sure that you’re not accidentally firing your customers. That’s not what customer centricity is about.” – Sarah Toms

    About:

    Sarah Toms is the executive director and co-founder of Wharton Interactive. She works with The Women in Tech Summit and techgirlz.org to support women and girls in the technology field. Recently, she coauthored The Customer Centricity Playbook with Peter Fader.

    Peter Fader is a professor of marketing at the University of Pennsylvania’s Wharton School. He is the author of Customer Centricity: Focus on the Right Customers for Strategic Advantage. Recently, he coauthored The Customer Centricity Playbook with Sarah Toms.

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

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  • Shep Hyken interviews Peter Fader and Sarah Toms. They discuss...
  • Array ( [id] => d8616dde-c5b9-11e9-b18f-9f7fa5dc4232 [createdAt] => 2019-08-23T17:22:40.124+02:00 [updatedAt] => 2019-12-06T22:51:23.253+01:00 [title] => The Emotional Customer Experience Featuring Guest Chris Bauserman [pubdate] => 2019-08-27T12:00:00.000+02:00 [link] => https://hyken.com/category/amazing-business-radio-show/ [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/d8616dde-c5b9-11e9-b18f-9f7fa5dc4232/image/uploads_2F1566573268155-s7sm4f9iqgp-85e79fb19b3e9a73dabbae8e766923fd_2FChris%2BBauserman%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Understanding the Emotion Behind the Experience Economy [summary] =>

    Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement.

    The Interview with Chris Bauserman:The experience economy has changed dramatically over time. Today, who we choose to do business with has much more to do with emotion than with products, technology, or even price point. The companies that differentiate themselves through their service are the ones that stand out and succeed.What is the difference between customer service and customer experience? Customer service is part of the customer experience. Bad service can cause a customer to walk out on you and your company, but it’s not the only factor anymore. You must ensure as much as you can that the customer’s entire journey with you is a positive one.A customer may begin their journey with you in a variety of different ways. What matters most to them in the end is that you know them, have their best interests at heart, and resolve their issue quickly.There is a difference between multichannel and omnichannel. They both allow customers the choice of how they want to connect with you, but omnichannel allows for a seamless connection between platforms, which is a crucial element in creating a frictionless, convenient experience. The most important thing is making yourself available to customers on their terms.91% percent of consumers desire a frictionless, convenient experience, but less than a quarter of business focus on or provide that for their customers. This huge disconnect needs to be addressed. Design your customer journey in a way that is truly customer-centric.Be proactive as much as you can. It’s important to provide a fast and easy resolution to a problem, but it’s even better if you can avoid that problem altogether before it becomes an issue or the customer becomes aware of it.Contact centers are a wealth of information. AI and data analytics can help you measure and understand the emotions of the customers and employees to identify the root of common problems. From there, you can make changes and improve, creating a better experience for everyone involved.Quote:

     “Your customer experience is your product.” - Chris Bauserman

    About:

    Chris Bauserman is the VP of Product and Segment Marketing at NICE InContact. He has over 20 years of experience helping companies improve their customer service.

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

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  • Shep Hyken interviews Chris Bauserman. They discuss how emotions and...
  • Array ( [id] => 9a6eb18e-ba11-11e9-b223-97ecac46e922 [createdAt] => 2019-08-08T21:20:37.941+02:00 [updatedAt] => 2019-08-08T21:21:55.285+02:00 [title] => Think Like Amazon with John Rossman [pubdate] => 2019-08-20T10:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/9a6eb18e-ba11-11e9-b223-97ecac46e922/image/uploads_2F1565291167646-hlrxqros3p7-2e3d9f276415fd466c9f41257eece245_2FJohn%2BRossman%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Innovation from the World's Leading Customer-Obsessed Company [summary] =>

    Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s success. 

    The Interview with John Rossman:Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation. Even though your business may change, a consistent system will drive you to success.Identify the durable customer needs in your industry—the things customers will consistently desire and seek out from companies regardless of other changeable factors. For Amazon, these are low prices, large selection, and fast delivery. It’s helpful to phrase these needs as something like, “I can’t imagine a world where customers would want higher prices.”Once you develop a core set of beliefs about your customers and brand, allow these to act as “swim lanes.” Focus on innovation within those areas; some ideas will work and some won’t, but you will learn from your mistakes. This approach will serve you well over a long period of time.Most companies say they want to change, but very few companies are actually committed to following through with it. Change starts with being honest about who and what you are and whether or not you’re building for the future. Once you’ve done that, you can begin moving forward.Are you a “day one company” or a “day two company”? Day one companies focus on tomorrow; lean forward and look at each day as a chance to grow and improve for the future. Day two companies focus on today; they maintain the status quo and optimize for the short term rather than the long term. They’re often more concerned about money than the customer.A great way to drive change and innovation is to become customer-obsessed. When you’re obsessed, it drives you to do hard things on behalf of your customer. It can lead to more financial gain tomorrow.Be relentless in your approach to innovation. Most innovation comes from every day, operational work. If you approach that relentlessly and put in the hours necessary, you will become better and make a positive impact on your customers.Be willing to adopt change personally as well as professionally. Challenge your own internal status quo in addition to your company’s. This will help you go far.Quote:

    “When you’re obsessed, you’re willing to do  hard things on behalf of your customer. Building a true customer obsession is a great way to challenge your status quo.” - John Rossman

    About:

    John Rossman is the author of Think Like Amazon: 50 ½ Ideas to Become a Digital Leader. Formerly an executive at Amazon, he now heads Rossman Partners, a niche business advisory firm.

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

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  • Shep Hyken interviews John Rossman. They discuss John’s new book,...
  • Array ( [id] => 8c6a2d06-b56c-11e9-8cde-4fc00fcb84ca [createdAt] => 2019-08-02T23:29:02.831+02:00 [updatedAt] => 2019-08-02T23:34:15.443+02:00 [title] => Mapping the Customer Journey Featuring Guest Jim Tincher [pubdate] => 2019-08-13T11:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/8c6a2d06-b56c-11e9-8cde-4fc00fcb84ca/image/uploads_2F1564781383463-g3969eed3mj-6ae090da8c2ea14861e218146ebc205b_2FJim%2BTincher%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Understanding Every Interaction to Create the Best Customer Experience [summary] =>

    Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience.

    The Interview with Jim Tincher:What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business. Journey maps can be used as effective tools to drive change and improve the customer experience.It is important to make the journey map highly visual. This will help people remember the key points and takeaways, which will help drive the positive changes that are needed in your organization.Jan Carlzon coined the phrase “Moment of Truth,” which is any and every interaction the customer has with an organization that gives them the opportunity to form an impression. These points of contact can come in many varieties, and they all form part of the customer journey.One of the biggest touchpoints is actually Google, which allows customers to form an impression of your company before interacting with it directly. This is a good reminder that much of the customer journey may not directly involve your company, but it still forms an important part of the bigger picture.Before you begin journey mapping, there are five questions you should ask and answer:What’s the problem you want to solve?What’s the right journey for your customers/business?Who is the customer?How do you get customer feedback?Who is on your team?It’s crucial to obtain feedback and get your employees to listen to the customer. And once you get that feedback, you must do something with it. If you don’t, you will betray your customers’ trust and ruin the relationship.In addition to mapping the customer journey, it’s also advisable to map the employee journey. The employee journey behind the scenes has direct impact on the customer.Quote:

    “You can spend all your time focusing on the customers, but if you don’t enable (empower) your employees to create a great customer experience, it’s going to be a long road.” - Jim Tincher

    About:

    Jim Tincher is the founder and Mapper-In-Chief at Heart of the Customer. He co-authored the recent book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

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

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  • Shep Hyken interviews Jim Tincher. They discuss journey mapping and...
  • Array ( [id] => aa116604-b46c-11e9-8d9a-efc699b816bd [createdAt] => 2019-08-01T16:57:21.408+02:00 [updatedAt] => 2019-08-01T16:58:34.353+02:00 [title] => "Sense and Respond" Culture with Jeff Gothelf [pubdate] => 2019-08-06T11:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/aa116604-b46c-11e9-8d9a-efc699b816bd/image/uploads_2F1564671410784-fej0a9a6dmv-a8d44b2ef3e344769b0075c94bf8952e_2FJeff%2BGothelf%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Building a Culture of Creative Response to Customer Need [summary] =>

    Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need.

    The Interview with Jeff Gothelf:Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers.Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. If you build a customer-centric product, it will help you attract the best people and have the biggest impact on customers. This is the way to succeed in today’s world.Organization leaders must empower all employees—but especially those closest to the customer and in customer-facing roles—to make decisions that best impact the customer. The employees in customer-facing roles are going to have the best understanding of the customer’s experience—their wants, needs, problems, and potential solutions to those problems.Exemplary companies and technologies have universally raised customer expectations to a higher level. If you and your company don’t meet and exceed those expectations, you will lose customers to a company that does. Find out what your customers like about those exemplary companies, and incorporate some of their practices into your own business.Use the concept of “sense and respond” when delivering your customer service and experience. You must listen to your customers and use what you hear to actively and rapidly grow and change. The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers.Talk to your customers and listen to what they say. Have a real conversation with them instead of merely relying on surveys. This will help you understand them and get more qualitative data that will help you learn, grow, and succeed.Quote:

    “The faster you can build learning into the culture of your organization, the faster you can build the response mechanisms to adjust course to the wildly changing market conditions and customer expectations.” - Jeff Gothelf

    About:

    Jeff Gothelf works as a coach, consultant, and keynote speaker. He founded Sense & Respond Press and co-authored the books Lean UX and Sense & Respond.

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

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  • Shep Hyken interviews Jeff Gothelf. They discuss how companies must...
  • Array ( [id] => 71924c80-aef4-11e9-8146-ab188d77f9bf [createdAt] => 2019-07-25T17:54:11.201+02:00 [updatedAt] => 2019-07-25T17:55:27.236+02:00 [title] => Crisis Management in the Customer Experience Featuring Guest Josh Ginsberg [pubdate] => 2019-07-30T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/71924c80-aef4-11e9-8146-ab188d77f9bf/image/uploads_2F1564069911644-jifzh2yawxa-2d3a61237a5295101e5e1ba9def45d40_2FJosh%2BGinsberg%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => How to Take Care of Your Customers When Things Go Wrong [summary] =>

    Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers.

    The Interview with Josh Ginsberg:When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity. If a company has already established a track record of integrity when there is no crisis, it will be much easier for customers to trust they will fix a problem.There are three main components of crisis management. You must act quickly, you must be authentic, and you must communicate consistently.66% of all consumers say that transparency is the most important quality for a brand. That means communicating even when you’re at fault or don’t have answers, being honest in your communication, and being authentic in yourself and your brand.A crisis can have positive outcomes. If a crisis is handled well, it can increase the visibility and reputation of your brand. This, in turn, can lead to customer loyalty.Social media has changed the landscape of brand identity and customer relationships. The many platforms allow anyone and everyone to be an influencer and to spread information quickly.There is a fairly new expectation of companies and brands to tackle issues that may or may not be related to their product. Customers like and trust companies more that publicly take a stand on hot-button issues.Employees have similar expectations of their company’s brand identity and integrity. When employees’ values line up with their companies’, it results in higher employee retention. It’s in companies’ best interests to consider the things their employees value. Employees can be a brand’s best advocates.Quote:

    “It’s important for customers to see companies take action in a crisis. But that action has to be authentic.” - Josh Ginsberg

    About:

    Josh Ginsberg is the founder and CEO of Zignal Labs, a media analytics platform. Previously, he served as a senior public affairs executive for Fortune 500 companies and political campaigns.

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

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  • Shep Hyken interviews Josh Ginsberg. They discuss crisis management and...
  • Array ( [id] => 5f9a3584-aa3e-11e9-a27b-b39a7c778322 [createdAt] => 2019-07-19T18:00:48.000+02:00 [updatedAt] => 2019-07-19T18:02:20.463+02:00 [title] => The Trap of “Nincompoopery” in Business and CX Featuring Guest John Brandt [pubdate] => 2019-07-23T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/5f9a3584-aa3e-11e9-a27b-b39a7c778322/image/uploads_2F1563551878911-m65bob8zxar-9ad43442042461534ef896fa372b1557_2FJohn%2BBrandt%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Forging Real Relationships with Your Customers to Deliver Excellent Customer Service [summary] =>

    The Interview with John Brandt:

    There’s often a disconnect between organization leaders and customers. Leaders live in a “customer-free zone” where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. The most important factor to customers is that they feel heard and cared about by the company and its representatives.Get to know your customers. See your organization through their eyes, and take time to shop, work, and even live alongside them. Learn about their struggles and discover their biggest pain points. Then, devise a solution that eliminates multiple headaches for the customer at once. Make their lives more convenient. Sales follow convenience.Nincompoopery is not usually the fault of any individual; its roots often lie with the company or organization. Friction needs to be eliminated at the source and on a larger scale. This starts with training, defining values, and building culture on the inside, which creates a consistent experience for the customer on the outside.Build real, human connections with your customers. Relationships should go deeper than the transactional. This is where AI falls short. Customers still crave that person-to-person interaction.Another definition of a Moment of Truth is “when something happens that can dramatically change the arc of the relationship between you and the customer.” Relationships are formed in these moments, in moments of crisis—both in business and in life. These moments are when you learn who you can trust and who you cannot. Prove to your customers that they can trust you.One of the biggest gifts you can receive is a customer complaint. This is direct feedback from the customer about something that isn’t working in your organization. Use that feedback and do something with it. Make changes and improve.Everyone falls victim to nincompoopery, but you’re only truly a nincompoop if you make no effort to grow. Consistently analyze your own performance by looking through your customer’s eyes—always look for ways to improve. Otherwise, you’ll stay stuck in nincompoopery, and there’s no future for anyone there.

    Quote:

    “You can’t improve customer experience and value unless you go live with your customers. Go be a customer with your customers.”- John Brandt

    About:

    John R. Brandt is the author of Nincompoopery: Why Your Customers Hate You—and How to Fix It. He is also the CEO and founder of The MPI Group.

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

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  • The Interview with John Brandt:There’s often a disconnect between organization...
  • Array ( [id] => 40e3a5a0-a334-11e9-91f8-2b7dd069391a [createdAt] => 2019-07-10T19:00:43.359+02:00 [updatedAt] => 2019-07-10T19:02:13.697+02:00 [title] => "Yes" is the Answer; What is the Question? Featuring Guest Cameron Mitchell [pubdate] => 2019-07-16T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/40e3a5a0-a334-11e9-91f8-2b7dd069391a/image/uploads_2F1562774674708-lcmpozoljpd-c25d49f710ca8e6e3427557a2e29ebf2_2FCameron%2BMitchell%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Putting People First to Achieve an Exceptional Customer Experience [summary] =>

    Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What is the Question?.

    The Interview with Cameron Mitchell:Be goal-oriented. Know the difference between working for a paycheck and working for your career.Define your company’s core values and culture first. Then, build the company for the people, by the people.Rather than putting the guests/customers first, put your employees first. This sets up a triangular relationship: you take care of your employees, your employees take care of your customers, and your customers take care of your company. This all stems from an internal people-first culture.Mitchell shared his company’s Five Pillars of Culture, which are in the form of questions. These questions must be answered with authority and conviction. They are as follows:What do we want to be?How do we define ourselves?What is our mission?What is your role?What is our goal?There should be an almost even split between cultural and fiscal responsibility, the scales tipped in favor of culture. The number one goal should be to maintain your company’s culture and values. Making a profit should be second to that. Never sacrifice your culture for the sake of profit.Your company will have many goals that come and go, but the one constant goal should be to be better today than you were yesterday, and better tomorrow than you are today. This creates a culture of positive change within your organization. Stagnation is a death sentence.The phrase “yes is the answer; what’s the question?” creates an attitude of action. It motivates people to find creative solutions to problems rather than just saying “no.”Attaching an image, symbol, or picture to your company mantra can make for a powerful reminder. Implement and integrate this company-wide to ensure everyone is on the same page.Quote:

     “We take care of our people, our people take care of our guests, and our guests then take care of our company.” - Cameron Mitchell

    About:

    Cameron Mitchell is the founder and CEO of Cameron Mitchell Restaurants. He has enjoyed success as a lifelong entrepreneur, accomplished businessman, culinary expert, and nationally recognized restauranteur.

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

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  • Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron...
  • Array ( [id] => c8d86a12-9da4-11e9-995e-3ffc8886092b [createdAt] => 2019-07-03T17:11:08.115+02:00 [updatedAt] => 2019-07-03T17:12:20.620+02:00 [title] => The Five Core Values of Company Culture Featuring Guest Michelle Hayward [pubdate] => 2019-07-09T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/c8d86a12-9da4-11e9-995e-3ffc8886092b/image/uploads_2F1562166484064-9ckrqe0se8-88d57545197ceafc6f96938907c9cae7_2FMichelle%2BHayward%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Creating Amazing Customer Experiences From the Inside Out [summary] =>

    Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. 

    The Interview with Michelle Hayward:Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture. They are:Intentionality – It is important to approach your work with intention every day. This helps you be bold, confident, and prepared. Intentional people know what’s expected of them and have a desire to answer questions, make deliberate choices, and move the conversation forward in a positive, productive way.Curiosity – Foster insatiable curiosity in your work. Curiosity allows for creativity, which creates growth. You never want to get to a place where you’re stagnant because there’s no curiosity. Curiosity helps you solve tough problems.Purity of Heart – In many lines of work, you will be given tough problems with strict deadlines. Even when caught in “the struggle,” it’s crucial to be pure of heart and be driven by the notion of service and the desire to help others.Agility – Nothing is ever predetermined, so there will always be a need to be agile. This means being able to “pivot” and adapt to every new challenge that arises.Freedom, Transparency, Accountability – The final tenet is three concepts in one. These three qualities allow for the creation of a platform where people own their work and are accountable for their decisions. This helps with employee engagement because it makes them feel involved and valued.It’s important to recognize a misalignment of values. Team action should be taken to try and rectify the issue, and during this time, everyone involved should remain open and willing to learn and pivot.Never stop learning. Always stay open to new information and lessons. Be willing to take risks with your clients. The reward will be worth it in the end.Be transparent with your clients. Your relationship with them will become a more productive partnership. When done right, values will cross over and positively affect the relationship.Quote:

    “Culture is steeped in values. Values shape behaviors.” - Michelle Hayward

    About:

    Michelle Hayward is the CEO of brand and growth consultancy Bluedog Design. She is a graduate of The Kellogg School of Management’s Chief Marketing Officer Program and Dartmouth’s Executive Women Entrepreneurship.

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

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  • Shep Hyken interviews Michelle Hayward. They discuss how to create...
  • Array ( [id] => e98ab184-98f9-11e9-a3ad-1bfd994f92ee [createdAt] => 2019-06-27T18:37:54.381+02:00 [updatedAt] => 2019-06-27T18:39:05.853+02:00 [title] => Punk CX with Adrian Swinscoe [pubdate] => 2019-07-02T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/e98ab184-98f9-11e9-a3ad-1bfd994f92ee/image/uploads_2F1561653430309-nvfde3nxrg-afc6bfe1cebaa898ac92dc34f1a47ed5_2FAdrian%2BSwinscoe%2B-%2BABR%2BPHOTO2.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Painting Outside the Lines of Customer Service [summary] =>

    Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world.

    The Interview with Adrian Swinscoe:The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherently, was born out of a desire to disrupt and simplify. That’s what needs to happen with customer service and experience.Customers notice small details and these have a huge impact on their overall experience. For example, let’s say a customer is enjoying everything about a restaurant, but when they go to the bathroom, it is horrifically dirty and smelly. That will affect their overall experience and enjoyment of the restaurant; they may wonder if the kitchen is as dirty as the bathroom, for instance. Make sure every detail is customer-ready.The customer experience is about more than just metrics, and metrics are not always the best way to measure whether or not the experience is a good one. For instance, it’s difficult, if not impossible, to measure being kind to someone or doing the right thing. But just because these things can’t be measured doesn’t mean they shouldn’t be done. And more often than not, this will have a greater effect upon the customer than anything else.Surveys can be helpful, but quite often they are problematic because they’re a selfish venture and don’t truly make the experience better for the customer. The “Six Deadly Sins of Surveys” are making your survey relevant to your company instead of the customer, lengthy surveys, delivering surveys at an inappropriate time, not giving your customers a true voice, not thanking your customers for their time and effort, and surveying your customers too much.There is a lack of real meaning in customer service and experience these days. Many representatives merely paint within the lines of customer service, rather than venturing outside the lines to provide truly exceptional customer service. In order to make a difference and provide an amazing customer experience, you must be willing to try new things—paint outside the lines of your CX.Quote:

    “Listen to your customers. People will say the most amazing things if you let them talk.” - Adrian Swinscoe

    About:

    Adrian Swinscoe is a best-selling author and Forbes contributor who has 20 years of experience growing and developing customer-focused companies. His latest book is entitled Punk CX.

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

    This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:What is punk CX?How can I improve my customer service/CX?How do I conduct effective customer surveys?What will turn customers away from my business?How important are metrics to CX? 

     

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  • Shep Hyken interviews Adrian Swinscoe. They discuss his new book,...
  • Array ( [id] => 49af0ccc-91fc-11e9-b261-6f77ec62b525 [createdAt] => 2019-06-18T21:07:16.537+02:00 [updatedAt] => 2019-06-18T21:08:24.295+02:00 [title] => A Passion for Convenience Featuring Ford Blakely [pubdate] => 2019-06-25T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/49af0ccc-91fc-11e9-b261-6f77ec62b525/image/uploads_2F1560884573925-gdtv6wlg6d4-a078f68555cee2a4c995ed27845e1b7c_2FFord%2BBlakely%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Striking a Balance Between Business and Consumer Needs [summary] =>

    Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with human connection. When faced with a problem, it’s important to approach it from the standpoint of convenience. How can you fix things to make them more convenient for your customers and employees?The concept of convenience has come more front and center over the past few years. This is largely due to two main factors. First, the review economy put control in the hands of consumers and allowed them to advocate for what they wanted from companies. Second, the immediacy of convenience created an expectation of on-demand service, placing the importance on how companies deliver their service rather than just what their product is.Even if they’re not your direct competitors, companies like Amazon and Uber have created an expectation of a certain level of guest experience thanks to technology and convenience. Your customers will come to desire and even expect this same level of service and guest experience from you, too.There needs to be a balance with technology use. Some companies implement too much technology, sacrificing the human connection their customers crave. This can prove detrimental to business.As with technology, there needs to be a balance between convenience for customers and convenience for employees/businesses. The goal should be to create convenience for all, but it should definitely be skewed in the customer’s favor. When in doubt, always do what’s best for the customer.

    Quote:

    “It’s simple. If you can combine two things that take extra effort into one… that’s convenience.” - Ford Blakely

    About:

    Ford Blakely is the founder and CEO of Zingle. He has been involved in startups, finance, and various entrepreneurial projects for over 20 years.

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

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  • Shep Hyken interviews Ford Blakely. They discuss pursuing your passion,...
  • Array ( [id] => 378f5804-8c5b-11e9-b561-e7fe3d91b63c [createdAt] => 2019-06-11T17:11:41.341+02:00 [updatedAt] => 2019-06-11T17:15:40.060+02:00 [title] => Does a Bad Customer Experience (CX) Really Matter Featuring Guest Mary Drumond [pubdate] => 2019-06-18T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/378f5804-8c5b-11e9-b561-e7fe3d91b63c/image/uploads_2F1560265714536-pq7d7svlznm-88a3eec25663f71df121f68c322d425e_2FMary%2BDrumond%2B-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Learning to Ask the Questions That Matter the Most [summary] =>

    Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertains to customer feedback, customers’ expectations, and the entire customer experience.

    The Interview with Mary Drumond:It’s important to look into the reasons why customers make their decisions. Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation. That means a huge piece of the puzzle is missing.Customers stop doing business with companies for a number of reasons. The number one factor that drives customers away is when their time is not respected. Customers don’t like having to wait or being kept on hold; do this too much, and you may find your customers leaving to do business with someone who has a higher respect for their time.Why do companies with poor customer service continue to flourish? For certain business models, the most important factor may not be CX—it could be time and/or money. Customers expect an experience equivalent to the company’s price point, whether that is high or low. Additionally, if the starting price is lower, customers using the service who are not price-sensitive will pay more for upgrades.Humans make decisions on a cost vs. benefit and pain vs. pleasure basis. For customers making purchase decisions, this means weighing time and money against quality, product, customer service, etc. The lowest price may not always be the best value.Many companies either ignore or miss out on the most important aspect of feedback: the voice of the customer. Survey questions need to be redesigned to allow the customer to voice the issues that matter to them rather than giving data the company wants. Additionally, surveys need to be conducted in a way that eliminates bias entirely, or the data will be skewed.When customers are inundated with too many surveys, they will be less likely to participate and may become irritated. This phenomenon is known as “survey fatigue.” This also happens when customers feel as though companies aren’t doing anything with their feedback—they don’t want to make the effort to complete the survey if their voices are going to be ignored.

    Quote:

    “There’s nothing worse than asking for a customer’s feedback and then doing nothing about it.”- Mary Drumond

    About:

    Mary Drumond is the Chief Marketing Officer at Worthix, editor of the Science Behind Decisions blog, and host of the Voices of CXpodcast.

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

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  • Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article,...
  • Array ( [id] => 8b8f1b58-87a9-11e9-8b99-977b0bc277b5 [createdAt] => 2019-06-05T17:49:47.180+02:00 [updatedAt] => 2019-06-05T22:05:28.347+02:00 [title] => From Content Marketing to Content Experience Featuring Guest Randy Frisch [pubdate] => 2019-06-11T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/8b8f1b58-87a9-11e9-8b99-977b0bc277b5/image/uploads_2F1559749201694-zyc6xqj48x-bc300cfc5c4659b10739d1c96f5963a0_2FRandy%2BFrisch-%2BABR%2BPHOTO.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Personalizing the Content Experience to Win Customer Loyalty [summary] =>

    Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience.

    The Interview with Randy Frisch:Content marketing, and consumers’ expectations of it, has changed drastically in recent years. No longer are content marketers responsible for sales only; now, they influence the entire customer experience.In order to create a great customer and content experience, there needs to be personalization. The content that the customers come into contact with must be customized to fit their wants, needs, and interests. Companies like Amazon and Spotify are already doing this well.Before you build and market your content, you must understand who you want to connect with. Who is your intended audience? What do they want and need? Your content must be personalized and meaningful to that audience—think of it as “contextual content.”Successful content personalization can lead to customer loyalty. When customers feel that you truly understand them, they are more likely to make a purchase - and more likely to make repeat purchases. Customers want to do business with companies that understand them.It’s better to have less content that is truly personalized rather than more content that is too general.Quote:

    “It’s not the type or size of audience you care about, but the impact you want to make on them.” - Randy Frisch

    About:

    Randy Frisch is the CMO and co-founder at Uberflip, a content experience platform. He is also a host of the Conex: The Content Experience Show podcast and the author of F#ck Content Marketing.

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

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  • Shep Hyken interviews Randy Frisch. They discuss how content marketing...
  • Array ( [id] => 296fac34-83cc-11e9-8406-73b5adf7ae10 [createdAt] => 2019-05-31T19:47:30.306+02:00 [updatedAt] => 2019-05-31T19:48:38.611+02:00 [title] => Social Media and the Customer Journey Featuring Guest Jamie Gilpin [pubdate] => 2019-06-04T08:00:00.000+02:00 [link] => [author] => Shep Hyken & C-Suite Radio [imageFile] => https://megaphone.imgix.net/podcasts/296fac34-83cc-11e9-8406-73b5adf7ae10/image/uploads_2F1559324535728-n8lo7r1n6lp-3fc2149301eea7f05e87ffab507cf889_2FJamie%2BGilpin%2B-%2BABR%2BPHOTO.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => [episodeNumber] => [subtitle] => Human Connections Through a Digital Platform [summary] =>

    Shep Hyken interviews Jamie Gilpin. They Discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey.

    The Interview with Jamie Gilpin:

         •The advent of social media has opened new channels for marketers. Marketing is no longer concerned with sales alone; now, marketers must take the whole customer experience into consideration. Social media can provide invaluable insights to marketers for every stage of the customer journey.

         •A company’s brand is not determined by first impressions and advertising alone. It is now affected at every interaction and experience a customer has with a company and is comprised of that customer’s feelings toward the company. Marketers can use social media as a tool to manage customers’ impressions and define the company’s brand.

         •There are many areas in which marketers no longer have control of a company’s brand. Social media puts control into the hands of the customers, which can create problems when customers use social media as a megaphone to advertise their issues with a company. However, handled well, this also creates an opportunity for marketers to take back control, using those channels to steer the impression other consumers will form of the brand.

         •There is a difference between a satisfied customer and a loyal customer. Customers become loyal when they’re not only satisfied, but when they feel a true connection to the company. Loyal customers then become advocates for a brand by recommending it to their friends and family.

         •Customers crave authentic, human connection more than anything else, and this is ultimately what drives sales and loyalty. Social media is arguably one of the biggest connection points in the customer experience. Companies must realize this and take advantage of this opportunity to create connection.

         •It’s important to identify and uphold a purpose for your company. If your purpose aligns with your customers’ values, this will drive connection and loyalty. However, the purpose must be authentic; otherwise, it will drive customers away. Listen on social media to what your customers are saying to learn what their values, wants, and needs are.

         •It’s crucial to truly know and understand your customers. Social media is an under-utilized treasure trove of information; use this tool to get to know your customers and connect with them on an authentic, human level.

    Quote:

    “The largest, most unfiltered source of business intelligence for customer knowledge and connection is social media.” - Jamie Gilpin

    About:

    Jamie Gilpin is the Chief Marketing Officer at Sprout Social, a leading provider of social media analytics, engagement, and advocacy solutions for business. She received her MBA from Northwestern University.

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

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