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.

Episodes

Why Mere Satisfaction Isn't Enough for Customer Loyalty Featuring Jamey Lutz

July 1, 2025 • 27 mins
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 an...
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Adapt to the Local Culture and Create a Better CX Featuring Katherine Melchior Ray

June 24, 2025 • 28 mins
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 ca...
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Samsung's Speed, Simplicity, and Service Featuring Mark Williams

June 17, 2025 • 28 mins
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 follo...
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The Ecosystem of Customer Relationships Featuring Ryan Hamilton

June 10, 2025 • 29 mins
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 answe...
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Why Happy Employees Mean Happy Customers Featuring Ryan Minton

June 3, 2025 • 31 mins
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 ...
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Building Brand Reputation Through Customer Experience Featuring Ray Titus

May 27, 2025 • 30 mins
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 cus...
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What Customers Really Expect from Brands Featuring Kenji Hayward

May 20, 2025 • 31 mins
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:    ...
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All Business is Personal Featuring Joseph Michelli

May 13, 2025 • 28 mins
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 ...
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How to Create a Winning Customer Experience with Mike Milliron

May 6, 2025 • 29 mins
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:    Ho...
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How to Operationalize WOW Experiences Featuring Eric D. Stone

April 29, 2025 • 30 mins
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 clea...
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The Benefits of AI-Powered Customer Experience Featuring Isabelle Zdatny

April 22, 2025 • 36 mins
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 Age...
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How to Get an Endless Stream of Customers Featuring Marcus Sheridan

April 21, 2025 • 26 mins
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...
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Serving Up Elevated Customer Experiences Featuring Michael Cecchi-Azzolina

April 8, 2025 • 30 mins
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 an...
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Building Unbreakable Customer Relationships Featuring Jason Ten-Pow

April 1, 2025 • 27 mins
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 ...
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Humility Leads to Customer Experience Innovation Featuring John Rossman

March 25, 2025 • 33 mins
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 R...
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AI and Customer Service Should be Boring Featuring Damon Covey

March 18, 2025 • 27 mins
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...
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Understanding and Meeting Customer Expectations with the Help of AI Featuring Alexandre (Alex) Hadade

March 11, 2025 • 29 mins
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 follo...
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Achieving Zero Customer Complaints Featuring Bill Price

March 10, 2025 • 29 mins
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 Busin...
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How AI can Transform Customer Experience Featuring Sid Banerjee

February 25, 2025 • 26 mins
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 Ama...
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Uncovering the True Enemy of Great Customer Service Featuring Brian Hamilton

February 18, 2025 • 27 mins
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 custome...
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