Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.
Why Trust, Readiness, and Humanity are Important in Crisis Management
Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture.
NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis."
About:
Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Empowering Customer Interactions and Employee Engagement
Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.”
About:
Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Acquire and Keep Clients for Life
Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement."
About:
Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How Building Resilience Can Positively Impact Customer Service
Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"Those who get the customer experience right make it common practice. It's a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers."
About:
Simon T. Bailey is the world's leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Seamlessly Implement AI into Your Customer Support Process
Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out."
About:
Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Elevate Customer Experience and Strengthen Loyalty
Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
#1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers.
#2 Use your customer's name. Break down those walls immediately to create that instant connection.
#3 Be genuine. Customers want to know that you care, not just that you have to care.
#4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience.
#5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence.
Quote:
"Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue."
About:
Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER Experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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The Impact of “Customer Research” on Achieving Customer Success
Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"If you're confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it's worth prioritizing."
About:
Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Embracing AI for Marketing and Customer Experience
Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels."
About:
Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs
Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"We have to think about how we will use AI responsibly and ethically and not introduce unintended consequences or bias."
About:
Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans."
About:
Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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A Company Culture of Good
Happy Employees, Satisfied Customers, and Supportive Communities
Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Top Takeaways:
Quote:
"Take care of your employees first, and then take care of your customers. Every decision should be made through the lens of showing them that we have their back."
About:
Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
Learn more about your ad choices. Visit megaphone.fm/adchoices
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