Amazing Business Radio

The Secret to Getting Customer Reviews Featuring Rupesh Patel

10 Mar 2020

Contributed by Lukas

Top Takeaways: -      Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, ...

The Radical Relevance of Customer Experience Featuring Bill Cates

03 Mar 2020

Contributed by Lukas

Top Takeaways:-      An organization’s message is related to their brand promise and customer experience. The experience needs to deliver on t...

Be the Disney of Your Industry Featuring Teri Yanovitch

25 Feb 2020

Contributed by Lukas

Top Takeaways:-      It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work. Any and every comp...

The Customer Experience Revolution Featuring Claire Sporton

18 Feb 2020

Contributed by Lukas

Top Takeaways:-      It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to ...

Unconscious Bias in Customer Service Featuring Bernadette Smith

11 Feb 2020

Contributed by Lukas

Top Takeaways:-      Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumption...

The Voice of the Customer Featuring Stacy Sherman

04 Feb 2020

Contributed by Lukas

Top Takeaways:-      It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and ...

Employees Matter Featuring Bob Chapman

28 Jan 2020

Contributed by Lukas

Top Takeaways:-      You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and yo...

Excellent Service in an Experience Economy Featuring Jim Gilmore

21 Jan 2020

Contributed by Lukas

Top Takeaways: -      The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally...

Simple is Transformative in the Customer Experience Featuring Matt Gillin

14 Jan 2020

Contributed by Lukas

Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). Here’s a hint: it’s a...

Customer Fandom Featuring David Meerman Scott

07 Jan 2020

Contributed by Lukas

Shep Hyken interviews David Meerman Scott. They discuss his new book, Fanocracy: Turning Fans into Customers and Customers into Fans, and strategies f...

The Emotional Brand Experience Featuring Lindsay Pedersen

31 Dec 2019

Contributed by Lukas

Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how brands can differentiate themselves by creating authentic, genuine connections...

Strengthen Your Company’s Core Featuring Katie Mares

24 Dec 2019

Contributed by Lukas

Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequali...

The Hospitality Mentality Featuring Rupesh Patel

17 Dec 2019

Contributed by Lukas

Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how thos...

The Empathy Machine Featuring Joel Makhluf

10 Dec 2019

Contributed by Lukas

Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can p...

Elevate the Employee (and Customer) Experience Featuring Robert Glazer

03 Dec 2019

Contributed by Lukas

Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, ...

Get Thematic with Customer Feedback featuring Alyona Medelyan

26 Nov 2019

Contributed by Lukas

Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to driv...

Will AI Kill the Customer Support Agent? Featuring Antony Brydon

19 Nov 2019

Contributed by Lukas

Shep Hyken interviews Antony Brydon. They discuss the role of automation in customer service, and how companies can best use it to improve their custo...

Create a Disney-Worth Customer Experience Dennis Snow

12 Nov 2019

Contributed by Lukas

Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the...

The Bottom Line of Customer Experience Featuring Augie Ray

05 Nov 2019

Contributed by Lukas

Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will bene...

Companies with a Soul are the Future of Customer Experience Featuring Guest Blake Morgan

29 Oct 2019

Contributed by Lukas

Shep Hyken interviews Blake Morgan. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business, fo...

The Competitive Edge of Empathy Featuring Maria Ross

22 Oct 2019

Contributed by Lukas

Shep Hyken interviews Maria Ross. They discuss her new book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success, why empath...

Small Change, Big Payoff with Laurie Guest

15 Oct 2019

Contributed by Lukas

Shep Hyken interviews Laurie Guest. They discuss her recent book, The 10¢ Decision: How Small Change Pays Off Big, which focuses on small, simple thi...

Customer Service Drives Value Featuring Guest Sam Lessin

08 Oct 2019

Contributed by Lukas

Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service sim...

The Analytic Customer Experience Featuring Guest Tom Goodmanson

01 Oct 2019

Contributed by Lukas

Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-ser...

Customer Understanding Featuring Guest Annette Franz

24 Sep 2019

Contributed by Lukas

Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (...

Customer Service Will Never Go Out of Style Featuring Guest Paul Selby

17 Sep 2019

Contributed by Lukas

Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companie...

Love in Business with Steve Farber

10 Sep 2019

Contributed by Lukas

Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview w...

Customer Centricity in Business Featuring Guests Peter Fader & Sarah Toms

03 Sep 2019

Contributed by Lukas

Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manife...

The Emotional Customer Experience Featuring Guest Chris Bauserman

27 Aug 2019

Contributed by Lukas

Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today...

Think Like Amazon with John Rossman

20 Aug 2019

Contributed by Lukas

Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s succes...

Mapping the Customer Journey Featuring Guest Jim Tincher

13 Aug 2019

Contributed by Lukas

Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experi...

"Sense and Respond" Culture with Jeff Gothelf

06 Aug 2019

Contributed by Lukas

Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview wi...

Crisis Management in the Customer Experience Featuring Guest Josh Ginsberg

30 Jul 2019

Contributed by Lukas

Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsbe...

The Trap of “Nincompoopery” in Business and CX Featuring Guest John Brandt

23 Jul 2019

Contributed by Lukas

The Interview with John Brandt: There’s often a disconnect between organization leaders and customers. Leaders live in a “customer-free zone” w...

"Yes" is the Answer; What is the Question? Featuring Guest Cameron Mitchell

16 Jul 2019

Contributed by Lukas

Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and hi...

The Five Core Values of Company Culture Featuring Guest Michelle Hayward

09 Jul 2019

Contributed by Lukas

Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong.  The Intervi...

Punk CX with Adrian Swinscoe

02 Jul 2019

Contributed by Lukas

Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world....

A Passion for Convenience Featuring Ford Blakely

25 Jun 2019

Contributed by Lukas

Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with human connection. When fa...

Does a Bad Customer Experience (CX) Really Matter Featuring Guest Mary Drumond

18 Jun 2019

Contributed by Lukas

Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertai...

From Content Marketing to Content Experience Featuring Guest Randy Frisch

11 Jun 2019

Contributed by Lukas

Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experienc...

Social Media and the Customer Journey Featuring Guest Jamie Gilpin

04 Jun 2019

Contributed by Lukas

Shep Hyken interviews Jamie Gilpin. They Discuss how the role of marketers has expanded to include the customer experience, and how social media can p...

Creating a Friction-Aware Culture Featuring Guest Roger Dooley

28 May 2019

Contributed by Lukas

Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage, and how it appli...

Connected Strategy Featuring Guests Nicolaj Siggelkow & Christian Terwiesch

21 May 2019

Contributed by Lukas

Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how an...

Being Human in a Technology-Driven World Featuring Guest Jill Nelson

14 May 2019

Contributed by Lukas

Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing cus...

Culture Your Culture Featuring Guest Karen Jaw-Madson

07 May 2019

Contributed by Lukas

Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture; and the most effective w...

Customer Obsession Featuring Guest Patrick Campbell

30 Apr 2019

Contributed by Lukas

Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”  In Sh...

Music and the Customer Experience Featuring Guest Mike Grande

23 Apr 2019

Contributed by Lukas

Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philoso...

Lead with Loyalty with Guest Sandy Rogers

16 Apr 2019

Contributed by Lukas

Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy,...

Service Utopia with Guest Jeff Nicholson

09 Apr 2019

Contributed by Lukas

Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital C...

Getting Service Right with Guest Jeff Toister

02 Apr 2019

Contributed by Lukas

Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service, and...

From AI to “HIMI” Featuring Guest Natalie Petouhoff

26 Mar 2019

Contributed by Lukas

Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees...

Habits for Success - Featuring Guest Mark Copeman

19 Mar 2019

Contributed by Lukas

Fostering Good Customer Service Habits to Make Your Business Stand Out Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits...

Core Values and Company Culture Featuring Guest Todd Hopkins

12 Mar 2019

Contributed by Lukas

Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. ...

Excellent Decisions from the Cofounder of the Ritz-Carlton Featuring Guest Horst Schulze

05 Mar 2019

Contributed by Lukas

Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how ...

Customer Feedback 101 Featuring Guest Jeff Robbins

26 Feb 2019

Contributed by Lukas

Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create...

Are Rating Systems Skewed? Featuring Guest Martha Brooke

19 Feb 2019

Contributed by Lukas

Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways...

A Social CRM Featuring Guest Jon Ferarra

12 Feb 2019

Contributed by Lukas

Shep Hyken interviews Jon Ferrara. They discuss his company Nimble, the history of CRMs, customer service philosophies, and life. In Shep’s Openin...

Big Ass Fans Featuring Guest Brian Sprinkle

05 Feb 2019

Contributed by Lukas

Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans, and their approach to providing high quality customer service to support...

Thanks for Coming in Today Featuring Guest Ryan Minton

29 Jan 2019

Contributed by Lukas

Shep Hyken interviews Ryan Minton. They discuss his new book, “Thanks for Coming in Today,” the hospitality industry, employee and customer apprec...

The Habit of Service Consciousness Featuring Guest Mark Samuel

22 Jan 2019

Contributed by Lukas

Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of ...

The Business of Emotion Featuring Guest Rebecca Martin

15 Jan 2019

Contributed by Lukas

Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer serv...

The Culture of Caring Featuring Guest Claire Boscq-Scott

08 Jan 2019

Contributed by Lukas

Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer e...

The Nine Mistakes Featuring Guest Skip Prichard

01 Jan 2019

Contributed by Lukas

Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details th...

The Gig Economy Featuring Guest Chrissy Cowell

25 Dec 2018

Contributed by Lukas

Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for ...

The Attitude of Excellence Featuring Guest Dr. Willie Jolley

18 Dec 2018

Contributed by Lukas

Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your or...

Transparency In Business Featuring Guest Ty Collins

11 Dec 2018

Contributed by Lukas

Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give...

Proactive Customer Service Featuring Guest Nick Mehta

04 Dec 2018

Contributed by Lukas

Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is sh...

It’s All About The Customer Featuring Guest Annette Franz

30 Nov 2018

Contributed by Lukas

Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping....

The Subscription Economy Featuring Guest Tien Tzuo

20 Nov 2018

Contributed by Lukas

Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make i...

Back to Human Featuring Guest Dan Schawbel

13 Nov 2018

Contributed by Lukas

Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways:We a...

Creating A Customer Experience Initiative Featuring Guest Christa Heibel

06 Nov 2018

Contributed by Lukas

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel ...

Five Myths About Monetary Incentives Featuring Guest Sam Stern

30 Oct 2018

Contributed by Lukas

Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experienc...

It's All About CEX

23 Oct 2018

Contributed by Lukas

 Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. ...

From Like to Love

16 Oct 2018

Contributed by Lukas

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five ba...

Listen To Your Customers… Or Die

09 Oct 2018

Contributed by Lukas

Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and wha...

The Convenience Revolution

02 Oct 2018

Contributed by Lukas

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You...

30 Days to Better Customer Service with Featured Guest Doug Sandler

25 Sep 2018

Contributed by Lukas

Top Takeaways: Doug shared five traits that can improve your customer service skills in 30 days or less. He calls them the Nice Guy 30:Return Every P...

Give Employees What They Crave Most Featuring Guest Gregg Lederman

18 Sep 2018

Contributed by Lukas

Take Time to Properly Motivate Your Team Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivat...

Ten Ways To Recognize Employees During National Customer Service Week Featuring Guest Bill Gessert

11 Sep 2018

Contributed by Lukas

National Customer Service Week Is About Customers AND Employees Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week ...

Bend Over Backwards For Your Customers - Featuring Guest Kim Tucci

04 Sep 2018

Contributed by Lukas

How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the...

Be Nice... Always - Featuring Guest Buddy Rice

28 Aug 2018

Contributed by Lukas

Why (and How) to Put Your Customers at the Center of Your Decisions Shep Hyken sits down with his close friend, colleague and customer service expert...

Amazing Customer Service Tips From A Doctor Featuring Guest Dr. Bob Baker

21 Aug 2018

Contributed by Lukas

Techniques from the stage to optimize the patient/customer experience Shep Hyken sits down with Dr. Bob Baker. They discussed his new book The Perfor...

The Carnival Of Business Growth Strategies - Featuring Guest Tiffani Bova

14 Aug 2018

Contributed by Lukas

Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce...

Delivering A Rockstar Customer Experience Featuring Guest - James Dodkins

07 Aug 2018

Contributed by Lukas

Putting your customer first by putting your employees first. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Roc...

Leveraging Customer Data In Real Time Featuring Guest Scott Walker

31 Jul 2018

Contributed by Lukas

Focusing on Business Intelligence and Customer Experience Shep Hyken sits down with Scott Walker, the CEO of ethosIQ,and discuss three levels of cust...

The Holy Grail Of Customer Experience - Featuring Guest Craig McVoy

24 Jul 2018

Contributed by Lukas

How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy, founder and Chief Experience Officer at Bey...

Artificial Intelligence Combined With Human Intelligence; The Future Of Business Transformation

17 Jul 2018

Contributed by Lukas

What can you do to create a smoother effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global...

Building A Winning Culture From Within Featuring Guest Jim Rembach

10 Jul 2018

Contributed by Lukas

How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leader...

Turning Happy Customers Into Brand Advocates - Featuring Guest Michael Redbord

03 Jul 2018

Contributed by Lukas

How will chat and chatbots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer...

Everybody Deserves A Voice - Featuring Guest Doug Bell

26 Jun 2018

Contributed by Lukas

How does participation create a customer experience culture? Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CE...

Color Your Customers' World - Featuring Guest Marilyn Suttle

19 Jun 2018

Contributed by Lukas

How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle, conference speaker, bestselling author, an...

Tools Of The Trade Learn The Tools Needed To Make A Great Customer Support Center

12 Jun 2018

Contributed by Lukas

Discover the best tools and software to provide a great customer experience. Shep Hyken sits downwith Jackie Gonzalez, Vice President of Operations a...

Learn The Rules Of Being Crisis Ready - Featuring Guest Melissa Agnes

05 Jun 2018

Contributed by Lukas

Are you ready for a customer service or brand crisis? Shep Hyken discusses handling and preparing for a customer service or brand crisis with Melissa...

Create Your Own "Secret Ingredient" To Stand Out From Competition - Featuring Guest Gigi Butler

29 May 2018

Contributed by Lukas

How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes, the largest cupcake franch...

Grow Sales, Revenue, And Customer Loyalty While Improving The Customer Experience

22 May 2018

Contributed by Lukas

How can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako’s co-founder and chief ope...

The Future is Here Artificial Intelligence and Bots in Customer Service Featuring Guest Joshua March

15 May 2018

Contributed by Lukas

How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, wit...

Deliver A Customer Experience That Would Make Mom Proud Featuring Guest Jeanne Bliss

08 May 2018

Contributed by Lukas

Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers,...

How to Eliminate Friction and Improve the Customer Support Experience Featuring Guest Brad Birnbaum

01 May 2018

Contributed by Lukas

How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-F...

7 Secrets for Successful Surveys Featuring Guest Martin Powton

24 Apr 2018

Contributed by Lukas

How would you like to provide a better survey experience for your customers? Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They dis...

Ushering in the Next Evolution of Brand Loyalty and Customer Experience

17 Apr 2018

Contributed by Lukas

What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM (https://www.sessio...