Amazing Business Radio

Amazing Business Radio

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. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.... Show More

Episodes

July 14, 2020 26 min
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 ...
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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 cu...
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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 themse...
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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 fe...
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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 hel...
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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 minds...
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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...
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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. -      Fron...
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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 ...
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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 ...
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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 on...
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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 mist...
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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 employee...
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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 6...
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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 litt...
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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 a...
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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, custome...
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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 an...
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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...
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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...
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