Amazing Business Radio
479 episodes - English - Latest episode: 7 days ago - ★★★★★ - 77 ratingsAmazing 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.
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Episodes
Embracing Resilience to Achieve Brilliance Featuring Simon T. Bailey
April 23, 2024 10:00 - 23 minutesHow Building Resilience Can Positively Impact Customer Service Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. This episode of Amazing Business Radio with Shep Hyken answe...
Embracing AI to Enhance Customer and Employee Experience Featuring Elizabeth Tobey
April 16, 2024 10:00 - 30 minutesHow to Seamlessly Implement AI into Your Customer Support Process Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does AI impact customer experience and satisfaction? What are the key considerations for businesses when testing and implementing AI...
The 5 Steps to a 5-Star Customer Experience Featuring Katie Mares
April 09, 2024 11:21 - 26 minutesHow to Elevate Customer Experience and Strengthen Loyalty Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What five steps are crucial for creating a five-star customer service experience? How c...
Transforming Customer Feedback into Action Featuring Sara Caldwell
April 02, 2024 10:20 - 26 minutesThe Impact of “Customer Research” on Achieving Customer Success Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is it essential for companies to understand the specific needs of their customers? How can unstructured data from ...
The Fundamentals of Customer Engagement Featuring Spencer Burke
March 26, 2024 10:30 - 29 minutesEmbracing AI for Marketing and Customer Experience Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies use AI effectively to enhance customer experience? How can businesses leve...
Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell
March 19, 2024 15:41 - 27 minutesHow to Leverage AI and Personalization to Anticipate and Exceed Customer Needs Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can technology aid in creating personalized customer experiences for businesse...
Rocking Customer Experience Featuring Jim Serger
March 12, 2024 10:30 - 30 minutesThis episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed b...
A Company Culture of Good Featuring Chad Jensen
March 05, 2024 10:00 - 27 minutesA Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can a company create a positive employee experience during challenging time...
Big Bets and Bold Leadership Featuring John Rossman
February 27, 2024 10:30 - 26 minutesTransforming Your Business and Customer Experience Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a “big bet” in business? How does th...
How to SEDUCE Your Customers Featuring John Boccuzzi Jr.
February 20, 2024 10:27 - 28 minutesIdentifying and Eliminating Friction for Your Customers and Employees Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience. Top Takeaways: If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should c...
The Human Touch in a Tech-Driven World with Venk Korla
February 15, 2024 18:46 - 33 minutesBalancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and...
Reimagining Customer Loyalty Programs Featuring Zsuzsa Kecsmar
February 06, 2024 10:00 - 28 minutesThe Latest Trends in Customer Loyalty Programs Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the latest trends in loyalty programs? How has the traditional concept of...
Improving Customer Experience from the Backroom to the Frontlines Featuring Michael Hinshaw
January 30, 2024 10:00 - 26 minutesCommitting to Customer Centricity Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the challenges in creating a more customer-centric culture? How...
Future-Proofing Customer Service with Artificial Intelligence Featuring Anuj Bhalla
January 23, 2024 10:00 - 30 minutesGenerative AI's Impact on Customer Service and Employee Empowerment Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry. Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical r...
How to Take Your Employees from Competent to Elite Featuring Art Turock
January 16, 2024 10:00 - 27 minutesCreating a Culture of Extreme Accountability and Elite Performance Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career. Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people....
How AI Will Transform Customer Support Featuring Boaz Hecht
January 09, 2024 09:00 - 28 minutesUsing AI and Automation to Create an Amazing Customer Service Experience Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape. Top Takeaways: AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency. By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to foc...
How to Create Amazing Customer Experiences in 2024 Featuring Shep Hyken
January 02, 2024 11:18 - 22 minutesThe Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024 In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights. Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they've ...
How to Know What Your Customers Want Featuring Akin Arikan
December 26, 2023 10:00 - 28 minutesUnderstanding Customer Behavior Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers. Top Takeaways: The customer's perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on d...
Empowering Employees to Create Customer Moments That Matter Featuring David Diestel
December 19, 2023 10:00 - 30 minutesEnabling, Recognizing, and Celebrating Great Customer Service Shep Hyken interviews David Diestel, chief executive officer of FirstService Residential. He talks about delivering exceptional service consistently, creating moments that matter, and empowering the team to provide amazing customer experiences. Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organiza...
Tips on Creating a Customer-Centric Culture Featuring Steven Van Belleghem
December 12, 2023 10:00 - 31 minutesHow Small Improvements Create Lasting Change in Customer Experience Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture. He talks about how embracing effective empathy, empowering employees to make meaningful decisions, and building emotional customer relationships can transform companies into customer-centric organizations. Top Takeaways: The key to transforming companies into customer-centri...
How Any Business Can Adopt a Hospitality Mentality Featuring Josh Liebman
December 05, 2023 10:00 - 26 minutesCreate Customer Loyalty With a Personalized Experience Shep Hyken interviews Josh Liebman, a guest experience expert and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. He talks about how organizations, whether in B2B or B2C, can adopt the hospitality mindset to create exceptional guest experiences and drive loyalty. Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond thei...
How a Simple Search Bar Creates a Better Customer Experience Featuring Chris Blaisure
November 28, 2023 10:00 - 29 minutesThe Power of Google Comes to Your Website Shep Hyken interviews Chris Blaisure, senior director of innovation and engineering at Elastic. He talks about using a Google type of search engine on your company’s website to help deliver a better customer experience and help customer support agents get the best answers for their customers. Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company's web...
Balancing Automation and Personalization Featuring Nicole Kyle
November 21, 2023 10:31 - 29 minutesThe Benefits of Self-Directed Customer Experiences (CX) for Customers and Agents Shep Hyken interviews Nicole Kyle, Managing Director and co-founder of CMP Research. She discusses the evolution of self-service and digital customer service and the importance of personalization and customer control in self-service interactions. Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where th...
How Generative AI is Disrupting the Call Center World Featuring Richard Smullen
November 14, 2023 10:00 - 27 minutesUsing Generative AI to Provide a Personalized Customer Experience Shep Hyken interviews Richard Smullen, CEO of Pypestream, an AI-powered self-service automation platform. He talks about how automation and generative AI can enhance the customer experience and the potential for self-service interactions. Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and genera...
Are Your Customers Happy Or Not? Featuring Miika Mäkitalo
November 07, 2023 10:00 - 27 minutesHow to Use Positive and Negative Feedback as Opportunities to Improve the Customer Experience Shep Hyken interviews Miika Mäkitalo, CEO of HappyOrNot, a simple, non-intrusive customer feedback platform. He talks about the value of customer feedback and how businesses can benefit from actionable insights. Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed deci...
The “More Than Perfect” Business Model Featuring Paul Rutter
October 31, 2023 09:00 - 28 minutesHow to Apply the Hospitality Mentality to All Industries Shep Hyken interviews Paul Rutter, global cruise director, speaker, trainer, and the author of You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea. He talks about the hospitality mentality in the cruise industry and how it can be applied to other businesses. Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries...
The Transformational Economy Featuring Aransas Savas
October 24, 2023 10:00 - 27 minutesCreating Meaningful Motivation through Understanding Customer Needs Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel, and the co-host of the Experience Strategy Podcast. She talks about the transformational experience and creating a more meaningful and valuable relationship between customers and companies. Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on ...
Cisco's Four Key Steps to Enhancing Customer Experience Featuring Andrew Carothers
October 17, 2023 10:00 - 29 minutesHow to Get Your CX House in Order Shep Hyken interviews Andrew Carothers, CCXP, Digital Customer Experience Leader at Cisco. He talks about delivering seamless experiences that lead to customer satisfaction, loyalty, and revenue growth. Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat busine...
What is Conversational AI and How is It Changing Customer Support? Featuring Peter Mullen
October 10, 2023 10:00 - 29 minutesEnhancing Customer Support Efficiency with AI and Human Collaboration Shep Hyken interviews Peter Mullen, Chief Marketing Officer of Interactions. He talks about the power of AI in customer service and the benefits of integrating human support when necessary. Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers' queries,...
Turning Customer Support from a Cost Center into a Revenue Generator Featuring Alex Ross
October 03, 2023 10:00 - 27 minutesThe Importance of Employee Experience to Customer Experience Shep Hyken interviews Alex Ross, co-founder and chief operating officer of Hire Horatio. He talks about leveraging customer experience as a competitive advantage and creating a work environment that employees love (beyond the paycheck). Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies...
The Impact of Tipping and "Tipflation" on Customer Satisfaction Featuring Forrest Morgeson
September 26, 2023 10:00 - 33 minutesHow Increased Tipping Influences Value Perception and Customer Experience Shep Hyken interviews Forrest Morgeson, Director of Research at the American Customer Satisfaction Index and Associate Professor of Marketing at Michigan State University. He talks about how tipping and "tipflation" impacts customer satisfaction scores and the need for businesses to improve customer service and experience. Top Takeaways: The frequency of tipping, or "tipflation," has increased across industries. Bu...
Boosting Customer Satisfaction with Quick and Consistent Responses Featuring Howard Moodycliffe
September 19, 2023 10:00 - 28 minutesThe Impact of Speed in Winning and Retaining Clients Shep Hyken interviews Howard Moodycliffe, Chief Executive Officer of Timetoreply. He talks about how prompt communication can help companies build trust, enhance credibility, and increase customer satisfaction. Top Takeaways: In today's fast-paced world, customers expect timely responses across various communication channels. Whether it's email, phone calls, or social media, consistent and efficient interaction is essential to meet cus...
Understanding the "Why" Behind Your Net Promoter Score (NPS) Featuring Jason Barro
September 12, 2023 10:00 - 32 minutesLeveraging Data to Improve Your Customer Experience Strategy Shep Hyken interviews Jason Barro, Partner at Bain & Co. and Founder of NPS Prism®. He talks about the importance of measuring and understanding Net Promoter Score (NPS) in improving customer experiences (CX) and driving business growth. Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short ...
How to Redefine Leadership and Empower Employees Featuring Chris Mefford
September 05, 2023 10:00 - 28 minutesWhy Leadership is Overrated and The Power of an Ego-Free Workplace Shep Hyken interviews Chris Mefford, CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. He discusses creating a safe space for teams to feel engaged and empowered to work at their best. Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research, 70...
Hallmark Explains How Personalization Enhances Business Relationships and the Customer Experience
August 29, 2023 10:00 - 28 minutesBuilding Authenticity and Trust in Business through Impactful Communication Shep Hyken interviews Patrick McCullough, president of Hallmark Business Connections. He talks about how businesses can use the power of personalization at scale to strengthen relationships, create emotional connections, and enhance the customer experience. Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat busines...
Delivering a Customer Obsessed Service Experience Featuring Mark Ang
August 22, 2023 09:24 - 26 minutesMeeting Consumer Demand through Amazing Customer Support and Innovation Shep Hyken interviews Mark Ang, CEO and Co-Founder of GoBolt. He talks about taking a proactive approach to customer service and embracing technology to enhance the customer experience. Top Takeaways: · Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced by everyone in the organization, from senior leaders to frontline employees. · To provide e...
Aligning Marketing and Training for a Consistent Customer Experience Featuring Barry LaBov
August 15, 2023 10:00 - 25 minutesWhy Marketing and Training Go Hand in Hand in Shaping Customer Perceptions Shep Hyken interviews Barry LaBov, the founder of LABOV Marketing Communications and Training and author of The Power of Differentiation. He discusses the importance of aligning marketing messages with employee training to create a unique and consistent customer experience. Top Takeaways: Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and e...
Creating a Destination Employment Experience with Avaya's CEO
August 08, 2023 10:00 - 28 minutesInvesting in Customer Experience and Employee Engagement Shep Hyken interviews Alan Masarek, CEO and Board Director of Avaya. He discusses prioritizing customer satisfaction and creating a positive workplace culture. Top Takeaways: Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities. In to...
The Role of Human Interaction in a Digital-First World Featuring Tom Martin
August 01, 2023 10:00 - 27 minutesBalancing Technology, the Human Touch, and Customer Experience (CX) Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience. Top Takeaways: In the age of advanced technology, it's crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable...
Intuitive AI and Customer Experience (CX) Featuring Anand Janefalkar
July 25, 2023 10:00 - 28 minutesHow AI is Transforming Customer Communication Shep Hyken interviews Anand Janefalkar, CEO and founder of UJET. He talks about the power of AI enhancing CX and how businesses can leverage it to improve customer support and avoid churn. Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is ...
Why Employee Experience (EX) is the New Customer Experience (CX) Featuring Philip Mandelbaum
July 18, 2023 10:00 - 28 minutesCreating a Diverse, Equitable, and Inclusive Workplace That Drives a Better Employee Experience Shep Hyken interviews Philip Mandelbaum, founder, and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. He talks about how prioritizing diversity, equity, and inclusion creates a supportive work environment that drives revenue growth and customer loyalty. Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equit...
The CX Impact of A Subscription Model: Switching From Ownership to Usership Featuring Yann Toutant
July 11, 2023 10:00 - 25 minutesThe Benefits of the As-A-Service Model Shep Hyken interviews Yann Toutant, founder of Black Winch and author of AS A SERVICE: Turn Your Product Based Business Into a Subscription Model. He talks about what an As-A-Service model is and how it impacts the customers, the business, and the environment. Top Takeaways: Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase...
Simplicity Leads to Customer Loyalty Featuring Ricardo Saltz Gulko
July 04, 2023 10:00 - 30 minutesCreating Simple and Convenient Customer Experiences Shep Hyken interviews Ricardo Saltz Gulko, Managing Director of Eglobalis and Co-Founder of the European Customer Experience Organization (ECXO). He shares how brands prioritizing simple and convenient experiences can gain a competitive advantage. Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and...
How to Never Lose an Employee Again Featuring Joey Coleman
June 27, 2023 10:00 - 33 minutesEmpowering Employees From the First 100 Days and Beyond Shep Hyken interviews Joey Coleman, an award-winning speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention. He shares why employees leave and how organizations can create a meaningful work culture that supports longevity. Top Takeaways: · You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experien...
Customer-Centric Marketing Featuring Mich Hancock
June 20, 2023 10:00 - 26 minutesLeveraging Content and Social Media to Provide Customer Care Shep Hyken interviews Mich Hancock, CEO of 100th Monkey and the host of MichMash Podcast. She talks about how brands can use digital content and social media to communicate with customers, showcase their values, and enhance customer experience. Top Takeaways: Social media is called "social" for a reason. It's more than posting branded content. It is about communicating with your customers, getting feedback, responding to comments, ...
Creating Confidence Building Communication Featuring Justine Tavares
June 13, 2023 10:00 - 27 minutesDelighting Customers Through Effective Communication Shep Hyken interviews Justine Tavares, Director of Customer Success at TextExpander, a productivity tool that automates repetitive tasks and improves communication efficiency. She talks about improving customer relationships through customer-centric, up-to-date, and consistent messaging. Top Takeaways: TextExpander allows you to access all of the things your team needs at their fingertips. It empowers teams to access the information they ...
Shifting to the Employee Experience (EX) Mindset Featuring Tiffani Bova
June 06, 2023 10:00 - 28 minutesHappy Employees, Happy Customers Shep Hyken interviews Tiffani Bova, bestselling author and global customer growth and innovation evangelist at Salesforce. She discusses the link between employee experience, customer experience, and company growth. Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall b...
Transactional VS Emotional Customer Loyalty Featuring Mark Ross-Smith
May 30, 2023 10:00 - 31 minutesHow Brands Can Find a Balance Between Incentives and Emotional Connection Shep Hyken interviews Mark Ross-Smith a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com. He talks about the roles of transactional and emotional incentives and how brands must learn to balance the two to build long-term customer loyalty. Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically ...
AI is the Future of Customer Service and CX Featuring Mario Matulich
May 23, 2023 10:00 - 29 minutesHow Leveraging Artificial Intelligence Can Be a Win-Win Contact Center Agents and Customers Shep Hyken interviews Mario Matulich, President and Managing Director of Customer Management Practice. He talks about how organizations can use artificial intelligence and self-service options to empower support agents and elevate the customer experience. Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been s...
Savannah Bananas Says Putting Customers First is a Game Changer
May 16, 2023 10:00 - 29 minutesHow The Savannah Bananas is Changing Baseball through Fan Focus, Creativity, and CX Shep Hyken interviews Jesse Cole, founder of Fans First Entertainment and owner of the Savannah Bananas. He talks about how he redefined baseball and customer and employee experience by creating a culture that puts them first. Top Takeaways: The Savannah Bananas sells out every game, with a waitlist of 550,000 for tickets. There are 3,000 people joining the waitlist every day. They have 4,000,000 more followe...