Episodes
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Handling Mistakes and Exceeding Customer Expectations
Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses convert mediocre customer experiences into exceptional ones?
How can businesses turn unhappy customers into loyal fans?
Why is mere customer satisfaction not enough to ensure long-term loyalty?
How can businesses benchmark their customer experience performance?
How can businesses use customer feedback to prioritize improvements that actually matter?
Top Takeaways:
Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it.
Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave.
Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements.
When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before.
While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.
What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.
Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in!
Quote:
"If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along."
About:
Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties.
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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Customer Experience as the Ultimate Global Differentiator
Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can cultural differences impact customer service interactions?
What role does personalization play in enhancing the customer experience across different cultures?
Why is it essential to understand local cultural perceptions when building brand value?
How can businesses strike a balance between global brand consistency and local cultural adaptation?
What impact does the country of origin have on storytelling for brands?
Top Takeaways:
Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.
Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.
Personalization isn't just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.
Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand's origins, identity, and purpose.
Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets' perceptions.
Trust and brand loyalty are strengthened when businesses prioritize understanding their customers' cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.
Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.
Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in!
Quote:
"The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country."
About:
Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world's biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel.
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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Episodes manquant?
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How Samsung Turns Customer Service Calls into Opportunities for Customer Delight
Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can a brand turn customer service interactions into opportunities for brand loyalty?
What are the benefits of proactive customer service?
How does smart technology enhance the overall customer experience?
What role does customer feedback play in improving the overall service experience?
How can artificial intelligence enhance the role of customer service agents?
Top Takeaways:
Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand.
Customer service shouldn't just be about fixing problems. It should also be about preventing them. Customer care doesn't always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung's smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad.
Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family.
Mark also shares his three core principles: Speed, Simplicity, and Service.
Speed: Reduce the time it takes to fix a customer's issue. The sooner you solve the problem, the happier and more loyal your customers become. (In the U.S. Samsung's repair network now covers 99% of the U.S. for consumer electronics, and 81% of Americans are within just a 30-minute drive of same-day mobile service.)
Simplicity: Remove confusing policies, eliminate unnecessary steps, and actively listen to employees and customers for ideas on how to simplify processes.
Service: When you design experiences that put customers first, understand their needs, and effectively solve their issues, you will attract lifelong customers who will continue to buy from you because they know they can trust you, even when something goes wrong.
Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers.
AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy.
Customer service is an income-generating department. Reliable products are important, but it's the extra mile in service that makes people choose to do business with a brand again and again.
Plus, Mark shares why more than half of Samsung's customer care team in the U.S. has been with the company for over 10 years. Tune in!
Quote:
"Get to customers quicker and solve their problems before they even know they have a problem."
About:
Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently.
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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Navigating Multiple Customer Segments, Needs, and Expectations
Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does customer segmentation impact how customer experiences are designed?
How can businesses navigate conflicts between different customer groups seeking unique experiences?
In what ways do ideological differences between customers influence brand experience?
Why is it important for companies to continually adapt their customer experience as their customer base grows?
How do influencers impact customer behavior?
Top Takeaways:
Some companies believe that they are only serving one type of customer. In reality, there are often several segments with different needs and expectations. Take Disney, for example. They serve both families with kids and “Disney adults”—grown-ups who love the Disney experience just as much. Each group may be looking for something different, but both are important to the overall customer experience.
Companies need to recognize how different customer groups impact the business and how they interact with one another. When companies do not understand the different customer segments that they serve, they risk accidentally leaving one group out (and losing their business) or even creating conflict between groups.
One way to keep different customer groups happy is to design experiences just for them, even if they are sharing the same space. Depending on your type of business, this could mean creating special areas, offering different products, or even building new locations with certain features in mind.
As a business grows, so will its customer base. This means adjusting and innovating to meet the diverse needs and expectations of their customers. Successful brands continually evolve to attract and serve new customers without compromising the identity that initially drew their original customers.
Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience. Brands need to be willing to listen to customer feedback and adapt accordingly. Good communication and flexibility show customers that their opinions matter.
Customer segments and expectations evolve. What works for a brand today might not work tomorrow. Brands need to continually monitor how their different customer segments change and interact with each other, and be ready to adjust products, services, and experiences to keep everyone happy.
Plus, Shep and Ryan discuss how influencer and follower relationships drive trends and customer behavior. Tune in!
Quote:
"Serving one customer segment is challenging enough, but when you have multiple groups wanting different things, you're managing a whole ecosystem where you need to keep each customer happy."
About:
Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University's Goizueta Business School. He is the co-author of The Intuitive Customer and the co-host of a podcast with the same name. His new book, co-authored with Annie Wilson, The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things, 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 Positive Leadership Transforms Workplace Culture and Elevates Customer Experience
Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What practical benefits come from creating an uplifting workplace culture?
How does a hospitality mindset improve customer service across different industries?
What impact does leadership have on employee morale and customer experience?
How does positive leadership help reduce staff turnover in customer-facing roles?
In what ways does an employee's mood affect customer interactions?
Top Takeaways:
The hospitality mentality is not just for hotels and restaurants. It is valuable in every industry because it sets the bar for the customer experience standard. It teaches every employee to always show care, gratitude, and kindness no matter what industry they work in.
A heartfelt "thanks for coming in today" can make a real difference in someone's mood and attitude. It is a simple yet powerful statement that leaders can say to make their employees know that they matter. When employees feel appreciated, they're more likely to enjoy coming to work and give their best. It creates a workplace where people want to come, stay, and grow.
Every employee becomes the face of your brand the moment they interact with your customers. When they are not happy at their jobs, customers feel it. High turnover and unhappiness can hurt customer satisfaction, so making sure that employees are engaged, equipped, and fulfilled helps create positive customer experiences.
Strict policies can sometimes get in the way of the human aspect of customer service. When employees are trusted to handle situations as they see fit, they feel empowered to do their jobs. Employees need to grow through training and be equipped with the right tools so that they can use policies as guidelines while exercising common sense to meet each customer's unique needs.
Happy employees lead to happy customers, and happy customers come back. Invest in people through appreciation, empowerment, and uplifting leadership.
Loyalty programs and perks can encourage repeat business, but truly memorable companies don't rely on them alone. Being helpful, friendly, and uplifting is the best loyalty program you can offer. When people feel good about you, they'll keep coming back, with or without loyalty programs.
Plus, Ryan shares the "balloon effect" and how it can elevate customer and employee experiences. Tune in!
Quote:
"Good old-fashioned customer service is just good old-fashioned hospitality. So many brands look to the hotel industry because it has become the standard for customer service."
About:
Ryan Minton is a Best-Selling Author and Keynote Speaker with over 20 years of experience leading world-class hospitality brands. He is the author of Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customer Service is Alive. His upcoming book Uplifted! The Remarkable Power of Positive Leadership on Frontline Teams launches June 10th.
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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Maintaining Consistent Customer Service Standards Across Every Location
Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses maintain consistent customer service across different industries?
How does staff training influence customer satisfaction?
How does community involvement enhance customer loyalty?
Can one employee's actions shape the reputation of an entire franchise network?
How does embracing technological change improve customer experience?
Top Takeaways:
Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.
Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It's this consistency that builds trust and a strong reputation over time.
Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive.
Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the "CEO of the Moment" because a single moment can make or break the brand's reputation.
Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes "the most popular person in town," people will go out of their way to support it.
Training isn't something you did. It's something you do continuously and consistently. It isn't just about teaching people how to do their jobs. It's about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business.
Examine every touchpoint in a customer's journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers.
Plus, Shep and Ray talk about Will Guidara’s concept of "unreasonable hospitality" that can be applied to all businesses, in every industry. Tune in!
Quote:
"Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization's reputation."
About:
Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.
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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Building Trust with AI in Customer Support
Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are the top expectations customers have from brands?
What role does AI play in enhancing customer interactions and support?
How many bad experiences does it take before a customer stops doing business with a company?
Why is it important for companies to use their products?
Is there a difference between how businesses and customers perceive good response times?
Top Takeaways:
Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.
The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts.
The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate.
Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn't working, there is an easy way to reach a real person.
Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used.
Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.
AI has gotten much better, faster, and cheaper in the last few years. It's easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won't matter if you don't have the foundations of good customer service, like empathy, transparency, speed, and convenience.
Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in!
Quote:
"Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified."
About:
Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support.
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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When Technological Innovation Meets Human-Centered Experience
Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are the benefits of combining technology with personal interaction in customer service?
What role does listening play in improving the customer experience?
How important is it for businesses to include digital and human touchpoints in customer interactions?
How does a seamless digital experience impact customer satisfaction and loyalty?
Why is emotional connection important in business?
Top Takeaways:
Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch.
So many businesses continue to operate the same way because "that's how it's always been done." It is important to constantly ask why things are done a certain way and whether there's a better, more modern, or easier approach for customers.
Delivering a great customer experience is not just about satisfying customer needs. It's the best marketing a company can have.
People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others.
Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.
Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them.
Wow moments are not always over-the-top experiences. Going slightly beyond what's expected can create a big impact on customers. Small gestures such as remembering a customer's name or a personal preference can elevate a service experience from just fine to amazing.
Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in!
Quote:
"There's a difference between personalization and a personal connection.”
About:
Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement, 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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Turning Customer and Employee Feedback into a Strategy for Success
Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs?
What role does employee engagement play in enhancing the customer experience?
How can schools empower students to achieve their future goals, both academically and in sports?
How can schools create a system that effectively responds to feedback from students and parents?
What is reputation marketing?
Top Takeaways:
Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.
While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.
IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score.
Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers.
When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers.
Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.
IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester. This helps personalize and continuously improve every student’s journey.
Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future."
Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in!
Quote:
"You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action."
About:
Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees.
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 Employees to Meet Customer Expectations
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a 'wow moment' in customer interactions?
How can organizations operationalize positive customer feedback?
How can an organization create a workplace culture focused on providing an amazing customer experience?
Why is it important for employees to have clear goals and expectations?
How can employees' personal and professional growth impact the overall customer service experience?
Top Takeaways:
Creating a strong workplace culture is crucial for providing excellent customer service and experience. What is felt by the employees inside a company will be felt outside by the customers. That’s why empowering employees and focusing on customer satisfaction should be built into every part of the company’s culture.
It is impossible to go above and beyond in every interaction with a customer. However, simple gestures like writing a note or responding to a customer's email quickly can create lasting impressions on customers. These WOW moments may be small, but they can become part of the culture when encouraged consistently throughout the organization.
Eric also shares the five key factors for employee engagement.
Strong relationships: Connection matters. When employees have strong relationships with each other, they’re more likely to build great connections with customers.
Clear expectations: When goals and expectations are clearly communicated, they create a consistent customer experience.
The right tools: Employees must be equipped with tools and information to achieve the desired outcome.
Opportunities for growth: How does the organization help employees grow personally and professionally?
Recognition: Recognize and reward excellence.
While many organizations focus on mitigating negative feedback, it's also important to celebrate positive interactions and find a way to operationalize them so that they become a part of the culture.
An important part of addressing customer complaints is understanding the employee's viewpoint before making assumptions or taking corrective actions. This prevents employee frustration and promotes a supportive work environment where they feel valued and heard.
While the phrase "the customer is always right" is well-known, the customer is not always right, but they're always the customer. Let them be wrong with dignity and respect. However, there are customers whom you can fire if they are abusive toward employees.
Did we live up to our promise? This is an important question because we make a commitment to our customers at the beginning of their journey with us. This commitment is the reason why they choose to do business with us instead of our competitors. This promise must be clear to our employees across the organization to ensure we deliver what our customers expect from us.
Plus, Eric D. Stone shares the story of Johnny the Bagger and how his WOW moments can be operationalized into the company culture. Tune in!
Quote:
"Be mindful of how you handle negative feedback. Track those moments, watch for patterns, and bring your team together before small issues become bigger problems."
About:
Eric D. Stone is the author of the award-winning book Jumpstart Your Workplace Culture. Before founding Clear Path Ventures, he had a successful twenty-six-year career at Enterprise Holdings.
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 Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience
Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is Agentic AI?
What is the difference between generative AI, analytical AI, and agentic AI?
What impact does AI have on analyzing and predicting customer behavior?
How do companies balance AI with the need for human empathy in customer service?
Why is it crucial for companies to start implementing AI to improve customer experience?
Top Takeaways:
As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.
In Shep’s recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.
Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don't trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor.
Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.
Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers' expectations ethically.
Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy.
According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth.
Plus Shep and Isabelle discuss more insights from Qualtric's free report, Unlock the Potential of AI-Enabled CX. Tune in!
Quote:
"Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to."
About:
Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.
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 Four Pillars of a Known and Trusted Brand
Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is building trust important in business?
How to get more customers?
How can businesses stand out at the beginning of the buyer's journey?
Why is it important for businesses to adapt to buyers' changing behaviors and needs?
How has the shift to online research influenced how businesses approach customer interactions?
Top Takeaways:
The more you know what your customers want, the better you can serve them. Your customers’ questions help you understand what they want, including their fears and concerns.
Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience.
Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers.
Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business.
Marcus shares The Four Pillars of a Known and Trusted Brand:
Pillar #1. You've got to be willing to talk about what others in your industry aren't willing to talk about.
Pillar #2. You've got to be willing to show what others in your space aren't willing to show.
Pillar #3. You've got to be willing to sell in a way that nobody's willing to sell.
Pillar #4. You've got to be more human in this time of AI and technology.
Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in!
Quote:
"80% of the buyer's journey is done before they fill out that form on your website or call you. If you want to win during that period, you can't be like everyone else."
About:
Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, 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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Building Emotional Connections and Customer Loyalty
Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is hospitality mentality?
What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)?
Why is emotional connection important in business?
What lessons can businesses learn from the hospitality industry?
How can businesses identify candidates with a natural aptitude for delivering exceptional customer service?
Top Takeaways:
The “hospitality mentality" is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer's experience from good to amazing.
Customer service is not just about technical execution. Customers resonate with the "soft side" of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back.
An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer's emotional needs, you can generate repeat business and nurture loyalty within your customer base.
Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences.
Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience.
Kindness can be the golden rule in any industry. It's a simple yet overlooked way to enhance customer and employee interactions and build loyalty.
Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team's performance. It improves employee morale and connects with customers, making everyone feel appreciated and special.
Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in!
Quote:
"If you've worked in a restaurant, you can work anywhere."
About:
Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Designing Effortless Customer Experiences
Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What makes an "unbreakable" customer relationship, and how can companies achieve it?
What are the key components of a tailored customer experience strategy?
How does digital transformation impact customer experience?
What common mistakes do businesses make in providing effortless customer experiences?
How can proactive communication improve customer satisfaction?
Top Takeaways:
Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It's about being knowledgeable, reliable, and meeting customer expectations.
Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.
Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.
Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.
One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.
Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask.
Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in!
Quote:
"Because many customer experiences are now digital, you're not just competing with others in your industry. You're up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations."
About:
Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Overcome Mediocrity in Business and Customer Service
Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses avoid settling into mediocrity in customer service?
What role does humility play in improving a business's customer experience?
What is the innovator's dilemma?
How can companies ensure they are accurately measuring their customer experience?
How does the concept of a 'success trap' affect a company's customer service?
Top Takeaways:
Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.
The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for 'average' performance.
Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take "big bets" that lead to breakthroughs.
Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone.
Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent.
Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.
Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in!
Quote:
"I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive."
About:
John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)
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 AI Can Make Customer Service Seamless and Effortless
Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses enhance their customer service experience using AI technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company's existing customer service team rather than replace it?
Why is it essential for businesses to consider customer communication preferences when designing support systems?
Top Takeaways:
In customer service, "boring" means delivering consistent, reliable service without any issues or drama.
Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.
Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.
Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.
Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.
AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.
Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!
Quote:
"Customer service should be so good that it's boring."
About:
Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.
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 Investing in the Right Technology Can Transform Customer Experience Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services? What role does AI play in analyzing customer churn and retention? Top Takeaways: To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements. With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction. Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction. Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive. Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in! Quote: "When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions." About: Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
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How Customer Complaints Impact Loyalty and Retention
Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatisfaction?
Why is it important for company executives to engage directly with the customers?
What are the potential revenue losses associated with unresolved customer complaints?
Top Takeaways:
Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.
It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.
Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.
Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.
There's value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.
Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!
Quote:
"When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they'll tell their friends about your business.”
About:
Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.
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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Using Artificial Intelligence to Analyze and Activate a Better CX
Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand customer feedback better?
What role does AI play in analyzing customer data and providing actionable insights?
How can companies effectively activate their customer data to make informed business improvements?
How does AI's cost-effectiveness influence its use in customer experience?
Top Takeaways:
Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.
While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.
AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.
Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.
Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.
Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.
Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!
Quote:
"Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences."
About:
Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.
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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Building Heart-Centered Customer Relationships
Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the biggest enemy of good customer service?
How can companies get better customer feedback?
What should companies look for when hiring customer service employees?
How can businesses move beyond customer satisfaction metrics?
What role does empathy play in customer service?
Top Takeaways:
To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.
No matter how good your product is, if you don't have the experience and service to support it, and if you don't have people who love what they do and love the customers, you will fail.
Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.
Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don't voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.
Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change .
Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.
If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.
Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in!
Quote:
"Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be "the other guy" and see through your customers' eyes."
About:
Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America's first fintech company, Sageworks.
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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