Amazing Business Radio

An Evolutionary Moment for CX Featuring Steve Peltzman

08 Feb 2022

Contributed by Lukas

Building a Reactive and Predictive Customer Experience Shep Hyken interviews Steve Peltzman head of FeedbackNow, Forrester’s AI-powered physical & d...

How to Make It Easy for Customers to Find Answers Featuring Joe Jorczak

01 Feb 2022

Contributed by Lukas

The Power of an Easy Search Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext, a company that offers an AI-powered Ans...

The Voice of the Customer Featuring Dave Carruthers

25 Jan 2022

Contributed by Lukas

Using Feedback to Drive Change in the Customer Experience Shep Hyken interviews Dave Carruthers, CEO at Voxpopme, a company that redefines the possibi...

The Four CX Pillars Featuring Adrian Brady-Cesana

18 Jan 2022

Contributed by Lukas

Investing in Customer Experience and Success Teams  Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business No...

The "Now" CX Movement Featuring Eng Tan

11 Jan 2022

Contributed by Lukas

Changes Customer Experience Teams Need to Make to Meet the Demands of the "Now" Customer Shep Hyken interviews Eng Tan, author of Experience is Every...

Intelligent Virtual Assistant Featuring Genefa Murphy

04 Jan 2022

Contributed by Lukas

The Opportunities and Fears Surrounding Intelligent Virtual Assistant Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They...

Calming Upset Customers Featuring Rebecca Morgan

28 Dec 2021

Contributed by Lukas

How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations Shep Hyken interviews Rebecca Morgan, an international speaker, ma...

Customer Service Avoidance Featuring Dan Hill

21 Dec 2021

Contributed by Lukas

How CX Avoidance Impacts Customers, Employees, and Brands Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial...

We Are All Customers Featuring Baker Johnson

14 Dec 2021

Contributed by Lukas

What Customers Expect from CX Practitioners Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners ca...

Vigilant Customer Service Featuring Len Herstein

07 Dec 2021

Contributed by Lukas

How to Avoid Complacency in Customer Interactions  Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant...

Net Lives Enriched Featuring Fred Reichheld

30 Nov 2021

Contributed by Lukas

How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of mana...

What the Holidays Mean for SMB’s Featuring Kiel Harkness

23 Nov 2021

Contributed by Lukas

The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season Shep Hyken interviews Kiel Harkness, Head of...

Courageous Culture Featuring Karin Hurt and David Dye

16 Nov 2021

Contributed by Lukas

Bringing Great Customer Experience Ideas Forward  Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow Leaders. Th...

Leading With We Featuring Simon Mainwaring

09 Nov 2021

Contributed by Lukas

How Businesses Can Lean into Their Purpose Shep Hyken interviews Simon Mainwaring, founder & CEO of We First, a strategic consultancy accelerating gro...

Customer Experience Is Science Featuring Colin Shaw

02 Nov 2021

Contributed by Lukas

Creating Proactive Customer Experiences  Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond ...

Customer First, Business Second Featuring Dan Balcauski

26 Oct 2021

Contributed by Lukas

Defining Success from the Customer's Perspective Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility, where ...

Creating Personalized Experiences at Scale Featuring Noa Danon

19 Oct 2021

Contributed by Lukas

Personalization and Creativity in Customer Experience Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience l...

Beyond Happiness Featuring Jenn Lim

12 Oct 2021

Contributed by Lukas

How Authentic Leaders Lead with Happiness and Humanity  Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happines...

A Holistic View of the Customer Featuring Daniel Fallmann

05 Oct 2021

Contributed by Lukas

Empowering Customer Service Agents with Knowledge Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze, a tool that helps companies capture a ...

Selling Through Tough Times Featuring Paul Reilly

28 Sep 2021

Contributed by Lukas

Utilizing Customer Experience as a Sales Tool  Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Throug...

Creating the I'll Be Back Experience Featuring Shep Hyken

21 Sep 2021

Contributed by Lukas

How to Get Your Customers to Come Back Again and Again  Shep Hyken talks about his new book I'll Be Back: How to Get Customers to Come Back Again and...

The Ultimate Marketing Engine Featuring John Jantsch

14 Sep 2021

Contributed by Lukas

Creating Customers for Life Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They d...

Digital Customer Service featuring Rick DeLisi and Dan Michaeli

07 Sep 2021

Contributed by Lukas

Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They...

The Experience Maker Featuring Dan Gingiss

31 Aug 2021

Contributed by Lukas

Creating Consistent Exceptional Customer Experiences   Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The ...

Managing Customer Success Featuring Philipp Wolf

24 Aug 2021

Contributed by Lukas

Preventing Customer Churn   Shep Hyken interviews Philipp Wolf, CEO of Custify, a company that helps SaaS businesses deliver great results for custo...

The Uncommon Soft Skills That Make Up the Best Customer Service Representative Featuring Greg Hanover

17 Aug 2021

Contributed by Lukas

Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Crea...

Customer Insight Featuring Sharad Khandelwal

10 Aug 2021

Contributed by Lukas

Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects va...

Everybody Wants to Rule the World Featuring Ray Wang

03 Aug 2021

Contributed by Lukas

Surviving and Thriving in a World of Digital Giants Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based ...

Choose Your Customers Featuring John Wass

27 Jul 2021

Contributed by Lukas

How To Compete with the Digital Giants Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on th...

The End-to-End Customer Experience Featuring John Ball

20 Jul 2021

Contributed by Lukas

Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies ca...

Authentic Customer Conversations Featruing Jason Ten-Pow

13 Jul 2021

Contributed by Lukas

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create lo...

Empowering Employees through Caring Leadership Featuring Heather R. Younger

06 Jul 2021

Contributed by Lukas

Top Takeaways:  ·        Hire people who assume a leadership position when it comes to taking care of the customer. (Even if you’re not a ...

The Customer Obsessed Organization Featuring Shirley Macbeth

29 Jun 2021

Contributed by Lukas

Top Takeaways: ·        Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organiza...

Investing in the Customer Experience Featuring Paula Courtney

22 Jun 2021

Contributed by Lukas

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

Winning Customer Trust through Omnichannel Communication Featuring Steve Bederman

15 Jun 2021

Contributed by Lukas

Top Takeaways: ·        A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relen...

Stress Test Your Business to Prepare for the Bad Times Featuring Dr. Jeffrey Magee

08 Jun 2021

Contributed by Lukas

Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. When busi...

Understanding How the 7 Levels of Energy Affects Customer Service featuring Natalya Berdikyan

01 Jun 2021

Contributed by Lukas

Top Takeaways: There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy. Anabolic energy (levels 3 to 7...

The Competitive Advantage of Amazing Customer Service Featuring Hank Ebeling

25 May 2021

Contributed by Lukas

Top Takeaways:  -      People can steal your ideas or create the same products. What they can't take away is the level of service and relations...

The Role of Emotional Intelligence in Customer Service Featuring Robin Hills

18 May 2021

Contributed by Lukas

Top Takeaways: -      In customer service and sales, we build authentic relationships and help our customers to make the right decisions using t...

Applying the Velocity Mindset in Customer Service Featuring Ron Karr

11 May 2021

Contributed by Lukas

Top Takeaways:  Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our custome...

Customer Service in the Feedback Economy Featuring Colson Hillier

04 May 2021

Contributed by Lukas

Top Takeaways: ·        Companies spend billions of dollars building their brands, retail stores, and products. But, when it comes down to th...

Diversity and Inclusion within the CX Featuring Stacy Sherman

27 Apr 2021

Contributed by Lukas

Top Takeaways: -      Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. G...

The New Way to Take Care of a Customer: Autonomous Customer Service Featuring Jeff Nicholson

20 Apr 2021

Contributed by Lukas

Top Takeaways:. -      56% of consumers go to a company's website before they call customer service. In many cases, this can be a missed opportu...

Great CX Drives Trust & Engagement Featuring Ali Rayl

13 Apr 2021

Contributed by Lukas

Top Takeaways: -      Slack is an online customer support tool that brings all the people who have the customer at the center of their work toge...

An Amazing Customer Service Experience Guaranteed Featuring Jeff Toister

06 Apr 2021

Contributed by Lukas

Top Takeaways:  Broken promises to your customers can be either implicit or explicit depending on the situation or marketing strategy.  There a...

The Most Powerful Marketing Tool is a Happy Customer Featuring Adele Gutman Milne

30 Mar 2021

Contributed by Lukas

Top Takeaways: -      While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced thi...

The Customer Love Formula Featuring Howard Tiersky

23 Mar 2021

Contributed by Lukas

Top Takeaways: -      The reality of today’s digital world is that the transformation of technology is never done. Therefore, all companies ne...

A Prescription for Excellent CX Featuring Neil Baum

16 Mar 2021

Contributed by Lukas

Top Takeaways:-      Some businesses such as a healthcare practice or provider, do not have a product that the customer touches. Instead, it’s...

How to Say Yes…Almost Always Featuring Christine Trippi

09 Mar 2021

Contributed by Lukas

Top Takeaways:-      The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, lov...

The Perks of Influencer Marketing Featuring Elma Beganovich

02 Mar 2021

Contributed by Lukas

Top Takeaways:-      Influencer marketing is a way to add to your customer journey. It starts with social media. One of the first things custome...

Delivering an All-Inclusive Online CX Featuring Rafi Glantz

23 Feb 2021

Contributed by Lukas

Top Takeaways:-      Web accessibility is required by the law for almost every business in the United States. -      According to the CDC,...

Creating Customer Loyalty In a Digital World Featuring Christy Augustine

16 Feb 2021

Contributed by Lukas

Top Takeaways:-      Personalization has been and continues to be the big buzzword in the world of customer experience. -      In just a ...

Welcome to the MEconomy Featuring Gabe Larsen

09 Feb 2021

Contributed by Lukas

Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort. That’s conv...

The Evolution of CX Featuring Scott Harris

02 Feb 2021

Contributed by Lukas

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

The Reality of Offensive Customer Behavior Featuring Eric Williamson

26 Jan 2021

Contributed by Lukas

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

5-Star CX of the Future Featuring Mahesh Ram

19 Jan 2021

Contributed by Lukas

Top Takeaways:-      Companies and brands are connecting in new and different ways. -      The companies that will win are one’s that ca...

The New, Better Customer Experience Featuring Dennis Wakabayashi

12 Jan 2021

Contributed by Lukas

Top Takeaways:-      There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a...

The Power of the Handwritten Note Featuring David Wachs

05 Jan 2021

Contributed by Lukas

Top Takeaways:-      If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it. Ask yo...

Emotional Engagement and Customer Centricity Featuring Vibhas Ratanjee

29 Dec 2020

Contributed by Lukas

Top Takeaways:-      Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more th...

Stronger Through Adversity Featuring Joseph Michelli

22 Dec 2020

Contributed by Lukas

Top Takeaways: -      You may not always be able to keep doing things the same way you have always done them, especially under time constraints....

Know Your Customers Featuring Gabriele Masili

15 Dec 2020

Contributed by Lukas

Top Takeaways:-      Customer success and customer support are related, but different. Customer success is about proactively helping customers t...

Create Value for Your Customers Featuring Teresa Anania

08 Dec 2020

Contributed by Lukas

Top Takeaways:-      Customer service is what ties all other aspects of a business together. It is the marriage of sales, marketing, product man...

How Chatbots Can Deliver Better Customer Service Featuring Philippe Mesritz

01 Dec 2020

Contributed by Lukas

Top Takeaways:-      Now more than ever, it’s incredibly important to pay attention to your digital customer experience. Most organizations ha...

Become Your Customer’s Trusted Advisor Featuring Todd Hartley

24 Nov 2020

Contributed by Lukas

Top Takeaways:-      The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted adviso...

Customer Service is Engagement Featuring Jeffrey Hayzlett

17 Nov 2020

Contributed by Lukas

Top Takeaways:  No matter what you’re selling, there will always be certain conditions of satisfaction. These will vary from situation to situa...

Optimize Your Feedback Loop Featuring Josh Liebman

10 Nov 2020

Contributed by Lukas

Top Takeaways:-      First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it ...

Eradicating Mediocrity in Customer Service Featuring Daniel Rodriguez

03 Nov 2020

Contributed by Lukas

Top Takeaways:-      Don’t fall into the trap of thinking your service is “good enough.” “Good enough” service is never good enough. -...

Automate the Process, Never the Relationship Featuring Matthew Barnett

27 Oct 2020

Contributed by Lukas

Top Takeaways:-      Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your cu...

Focus on the Customer, Not the Sale Featuring Lou Gallagher

20 Oct 2020

Contributed by Lukas

Top Takeaways:-      Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale. -    ...

Understanding Gen Z as Customers and Employees Featuring Jason Dorsey

13 Oct 2020

Contributed by Lukas

Top Takeaways:-      To understand Generation Z as consumers is to understand the future of your (and every) business. They are the fastest grow...

A Customer Experience They Can’t Refuse Featuring Steven Van Belleghem

06 Oct 2020

Contributed by Lukas

Top Takeaways:-      The year 2020 has thrown us into the future technologically. This creates many new opportunities for companies to make thei...

Mystery Shop Your Customer Experience Featuring Claire Boscq-Scott

29 Sep 2020

Contributed by Lukas

Top Takeaways: -      It’s important for any and every business to measure the level of service they provide. After all, you can’t change wh...

The Right Way to Measure Amazing Customer Service Featuring Jerry Campbell

22 Sep 2020

Contributed by Lukas

Top Takeaways:-      An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a se...

Understanding Customers’ Values in a Digital Age Featuring Geoff Webb

15 Sep 2020

Contributed by Lukas

Top Takeaways:-      There must be a balance between artificial intelligence (AI) and human connection. As with any new technology, there always...

Getting Inside Your Customer’s Imagination Featuring Chip Bell

08 Sep 2020

Contributed by Lukas

Top Takeaways:-      Good customer service and experience principles can be applied in any relationship—professional or personal. -     ...

Building an Authentic Company Culture Featuring Robert Glazer

01 Sep 2020

Contributed by Lukas

Top Takeaways:-      In order to build a company’s culture, you must lead with consistent values and reward the behaviors you want to see. - ...

The Voice of the Customer Featuring Simon Glass

25 Aug 2020

Contributed by Lukas

Top Takeaways:-      Using video can be a great way to connect with your customers and collect their feedback. -      In order to build a ...

Customer Service and Community Support Featuring Michael Houlihan and Bonnie Harvey

18 Aug 2020

Contributed by Lukas

Top Takeaways:-      Creating a good customer experience requires doing research. Learn about your customers and their expectations, then build ...

Subscribe to an Amazing Customer Experience Featuring Robbie Kellman Baxter

11 Aug 2020

Contributed by Lukas

Top Takeaways:-      Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it in...

Closing the Empathy Gap in CX Featuring Andy MacMillan

04 Aug 2020

Contributed by Lukas

Top Takeaways:-      Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensur...

The Golden Rule in Customer Service Featuring Chuck Surack

28 Jul 2020

Contributed by Lukas

Top Takeaways:-      Good customer service and experience is a competitive advantage; it sets your company apart from competitors. -      ...

Creating a Diverse and Inclusive Customer Experience Featuring Lenora Billings-Harris

21 Jul 2020

Contributed by Lukas

Top Takeaways:-      Many people assume (wrongly) that diversity is about equal employment opportunity and affirmative action, which are actuall...

Tools of Amazing Customer Experience Featuring Ramon Ray

14 Jul 2020

Contributed by Lukas

Top Takeaways:-      Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and a...

The Secret to Success is Good Customer Service Featuring Patricia Fripp

07 Jul 2020

Contributed by Lukas

Top Takeaways: -      Money should not be your main career goal. You will achieve more success if you instead focus on becoming someone that peo...

The Customer Experience is the Product Featuring David Priemer

30 Jun 2020

Contributed by Lukas

Top Takeaways:-      The product or service you sell isn’t actually your product—the experience you provide your customers and clients is yo...

The Future of Customer Feedback Featuring Martha Brooke

23 Jun 2020

Contributed by Lukas

Top Takeaways:-      In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect a...

Facial Coding in the Customer Experience Featuring Dan Hill

16 Jun 2020

Contributed by Lukas

Top Takeaways:-      Facial coding is not facial recognition, but rather how emotions are displayed on the face. -      Facial coding is ...

Culture Design in the Customer Experience Featuring Jason Korman

09 Jun 2020

Contributed by Lukas

Top Takeaways:-      Culture and culture design are management systems. You must embed the right cultural norms into your organization in order ...

Redefining Influence in the Customer Experience Featuring Stacey Hanke

02 Jun 2020

Contributed by Lukas

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 consisten...

Machine Learning in the Customer Experience Featuring Cameron Weeks

26 May 2020

Contributed by Lukas

Top Takeaways:-      Many customers believe that companies don’t about customer service. If this were true, the customer support center or dep...

Leading with Empathy Featuring Jeff Nicholson

19 May 2020

Contributed by Lukas

Top Takeaways:-      Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service to...

Proactive Customer Service in Times of Change Featuring Jonathan Lerner

12 May 2020

Contributed by Lukas

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 ...

Crisis Management and the Customer Experience Featuring Ronn Torossian

05 May 2020

Contributed by Lukas

Top Takeaways:-      A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from comp...

Humanize the Customer Experience Featuring Rowan Trollope

28 Apr 2020

Contributed by Lukas

Top Takeaways:-      A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they ...

Start by Being a Great Place to Work Featuring Eric Chester

21 Apr 2020

Contributed by Lukas

Top Takeaways:-      When the economy is bustling and the unemployment rate is low, the resultant labor shortage makes it very difficult to find...

Working Remotely in Times of Crisis Featuring Daniel Ramsey

14 Apr 2020

Contributed by Lukas

Top Takeaways:-      These are strange and unprecedented times. In a very short amount of time, the United States has shifted from having only 5...

Empowering Humans to Be Human Featuring Vit Horky

07 Apr 2020

Contributed by Lukas

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 ...

The Customer is Your Bottom Line Featuring Horst Schulze

31 Mar 2020

Contributed by Lukas

Top Takeaways: -      Everything you learn comes from others. Everyone has an obligation to share what they learn so that more people may benefi...

Marketing and the Customer Experience Featuring Mathew Sweezey

24 Mar 2020

Contributed by Lukas

Top Takeaways: -      Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experience...

Customer Value is Company Value Featuring Rob Markey

17 Mar 2020

Contributed by Lukas

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...