Amazing Business Radio
479 episodes - English - Latest episode: about 2 months 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
Leveraging Customer Data In Real Time Featuring Guest Scott Walker
July 31, 2018 06:00 - 35 minutesFocusing on Business Intelligence and Customer Experience Shep Hyken sits down with Scott Walker, the CEO of ethosIQ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. TOP TAKEAWAYS: •Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” c...
The Holy Grail Of Customer Experience - Featuring Guest Craig McVoy
July 24, 2018 07:00 - 35 minutesHow any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy, founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. TOP TAKEAWAYS: •McVoy shares his proven methodology that can help any business, regardless of size, improve their profitability and audi...
Artificial Intelligence Combined With Human Intelligence; The Future Of Business Transformation
July 17, 2018 07:00 - 33 minutesWhat 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 Services, to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. TOP TAKEAWAYS: • In the past, companies owned the narrative and customers had little control. With social media and various omni-channels, the control has transferred to the consumer. Companies like Apple, GoDad...
Building A Winning Culture From Within Featuring Guest Jim Rembach
July 10, 2018 07:00 - 39 minutesHow to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. TOP TAKEAWAYS: • There are six core reasons why frontline supervisors fail. 1. Lack of interpersonal skills 2. Lack of strategic skills 3. Lack of conflict avoidance skills 4. Lack of trust building skills 5. Poor decision-making skills 6. Poo...
Turning Happy Customers Into Brand Advocates - Featuring Guest Michael Redbord
July 03, 2018 05:00 - 36 minutesHow will chat and chatbots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. TOP TAKEAWAYS: -Redbord shares the five rules of a customer-centric 1) Knowledge of your customer 2) Applying the knowledge 3) Listening and prioritizing 4) Execution 5) Communicating -How to ...
Everybody Deserves A Voice - Featuring Guest Doug Bell
June 26, 2018 07:00 - 39 minutesHow does participation create a customer experience culture? Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CEO of The Experience Manager, to discuss the benefits of creating a customer experience movement. TOP TAKEAWAYS: -A company customer experience movement starts by giving everyone in the company a way to communicate with leadership. -Customer service must start with a dialogue, giving employees a voice that allows them to share how they...
Color Your Customers' World - Featuring Guest Marilyn Suttle
June 19, 2018 07:00 - 34 minutesHow can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle, conference speaker, bestselling author, and coach, to discuss her new book, Color Their World - The Art of Creating Strong Customer Loyalty. TOP TAKEAWAYS: ● The more automated things become, the more important it is to have strong customer service. Automated features can always go wrong, and when they do, someone has to speak to the customers. ● Reinforcement is just as important as ...
Tools Of The Trade Learn The Tools Needed To Make A Great Customer Support Center
June 12, 2018 06:00 - 36 minutesDiscover the best tools and software to provide a great customer experience. Shep Hyken sits downwith Jackie Gonzalez, Vice President of Operations at PATLive to discuss the best tools and methods for a customer support organization. TOP TAKEAWAYS: • First, some background on PATLive. Some third-party support centers employ thousands of agents, many of whom are overseas. PATLive agents, however, are all located in Tallahassee, Florida. These agents are trained to be like employees of the co...
Learn The Rules Of Being Crisis Ready - Featuring Guest Melissa Agnes
June 05, 2018 06:00 - 41 minutesAre you ready for a customer service or brand crisis? Shep Hyken discusses handling and preparing for a customer service or brand crisis with Melissa Agnes, the author of Crisis Ready: Building an Invincible Brand in an Uncertain World. TOP TAKEAWAYS • Melissa explains that ever since she was a kid in Montreal, she’s had the ability to spot and mitigate potential risk. This skill came into play ten years ago when social media first began to rise. While everyone was talking about how great ...
Create Your Own "Secret Ingredient" To Stand Out From Competition - Featuring Guest Gigi Butler
May 29, 2018 07:00 - 32 minutesHow can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes, the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition. TOP TAKEAWAYS: • Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with. In Butler’s case, she wants people to see, smell, and taste the passion sh...
Grow Sales, Revenue, And Customer Loyalty While Improving The Customer Experience
May 22, 2018 07:00 - 34 minutesHow can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat, and how it can improve the customer service experience. TOP TAKEAWAYS • Live chat can boost customer loyalty - customers are more likely to stay with or become a repeat customer if a company offers live chat support. • Chatbots are with computers and live chats are ...
The Future is Here Artificial Intelligence and Bots in Customer Service Featuring Guest Joshua March
May 15, 2018 05:01 - 34 minutesHow will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. (https://www.conversocial.com/) Top Takeaways: - March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use of bot technology; 4) deploy AI effectively; 5) adopt a messaging approach to all digital ...
Deliver A Customer Experience That Would Make Mom Proud Featuring Guest Jeanne Bliss
May 08, 2018 05:01 - 31 minutesShep 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, and discusses her book and the art of making customers happy. Top Takeaways: • “Make Mom Proud” businesses are companies that are deliberate regarding how they will and will not make revenue, how they will enable employees to do the right thing, how they charge customers, and how they make it easy or hard to do business. • Jeanne encou...
How to Eliminate Friction and Improve the Customer Support Experience Featuring Guest Brad Birnbaum
May 01, 2018 05:01 - 36 minutesHow 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-Founder of Kustomer, to talk about how to understand and know everything about your customer. Top Takeaways: • A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doesn’t know anything about the customer. Every support agent should have all the information abo...
7 Secrets for Successful Surveys Featuring Guest Martin Powton
April 24, 2018 05:01 - 36 minutesHow would you like to provide a better survey experience for your customers? Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. Top Takeaways: Seven Secrets of Successful Surveys 1. Personalization – Personalize your surveys, including the customer’s name, for example. Make sure you make it relevant to their exper...
Ushering in the Next Evolution of Brand Loyalty and Customer Experience
April 17, 2018 06:00 - 36 minutesWhat does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM (https://www.sessionm.com/), to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. Top Takeaways: - In the past, it was enough for loyalty programs to offer a “punch card” with a buy-nine-get-one-free approach. Now, the quid pro quo is that in exchange for personal data, the customer ...
Use Moments of Magic™ to Transform Customers Into Superfans
April 10, 2018 05:00 - 30 minutesHow can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob, to discuss the importance of customer reviews and making them effective marketing tools. TALKING POINTS: - Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered. With NiceJob, the marketing hub isn’t an overpriced agency, but the individual customer who becomes a vocal fan of the company. This approach...
Could You Benefit from Virtual Power Teams Featuring Guest Peter Ivanov
April 03, 2018 05:00 - 33 minutesWhat could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams, and discusses the benefits of teams that are spread across the globe but joined by one central focus. Top Takeaways: • A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal. • There are three groups of people who can benefit from virtual power teams: 1. The team members – This ...
Stop Losing Customers. Start Creating Loyalty - Featuring Guest Joey Coleman
March 26, 2018 20:45 - 36 minutesHow do you never lose another customer? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. Top Takeaways: • Joey’s greatest insight is that regardless of the industry, somewhere between 20% and 70% of new customers will quit doing business with you before reaching the 100-day anniversary of becoming a customer • Brain science tells us when we make a purcha...
Customer Service Begins with Accountability - Featuring Guest Sam Silverstein
March 19, 2018 20:47 - 34 minutesHow can accountability create Moments of Magic®? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. Top Takeaways: • Sam says that to have great customer service, you need accountability from all employees – especially leadership. • Accountability isn’t about doing things, it's a way of thinking – you’re responsible for things and accountable to people. Sam gives a...
Engaged Employees Make Happy Customers - Featuring Guest Julie Ann Sullivan
March 12, 2018 19:09 - 37 minutesEngaged Employees Make Happy Customers - Featuring Guest Julie Ann Sullivan by Shep Hyken Learn more about your ad choices. Visit megaphone.fm/adchoices
The "Magic" Behind the Words You Use - Featuring Guest Tim David
March 05, 2018 19:48 - 38 minutesWhat if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. Top Takeaways: • TIM’S GENEROUS GIFT: To start with, Tim has offered a free video course on body language. Just visit here - https://www.udemy.com/body-language/?couponCode=dyvg53. • Seven words that motivate, engage, and influence: 1. Because – Studies show that when this word is used, the answer is chan...
Company Fusion Rather Than Company Confusion - The Importance of a Clearly Defined Culture
February 26, 2018 18:54 - 32 minutesAre your brand and culture clearly defined? Shep Hyken sits down with Denise Lee Yohn, to discuss her new book, Fusion, and discusses the importance of congruency creating a clearly defined culture, which positively impacts the customer experience. Top Takeaways: • Brand is your external identity and culture is your internal operations. Many companies deal with them as though they are two separate entities. When that happens, a lot of power gets lost. This leads to a disconnect with h...
Great Customer Experiences Start With Great Employee Experiences - Valuable Lessons From Comcast
February 20, 2018 12:53 - 39 minutesShep Hyken sits down with Tom Karinshak, Executive VP of Customer Service at Comcast, to discuss the importance of investing in training and equipping employees so that they can better serve customers. Top Takeaways: • Your customers know what good customer service is. They aren’t usually comparing your service to a direct competitor. They are comparing it to any company that gives them good service, no matter what the company is selling. • Look around and take notes from companies that a...
Backing Your Customer Off the Ledge - Featuring Guest Skip Cohen
February 13, 2018 13:58 - 37 minutesHow well do you deal with angry and complaining customers? Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Top Takeaways: • When you empathize with an unhappy customer, this immediately lets them know that you are there to help and they feel valued. Tell them you understand their frustration and let them know that you would feel the same way if you were in their shoes. Then, let them know the problem stops here, that you are here ...
Hitting the Reset Button on Omni-Channel Customer Service Featuring Guest Murph Krajewski
February 05, 2018 20:59 - 34 minutesAre you where your customers want you to be? Shep Hyken sits down with Murph Krajewski, discussing the importance of knowing what channels your customers want you to be on. Top Takeaways: • Omni-channels today are more of a mindset than a definable term. It’s about being wherever a perspective customer is. Omni can be synonymous with multi, meaning there are multiple ways customers can connect with a company. • It is crucial for a company to be on as many channels as possible ...
How Speaking Your Customer’s Lingo Makes You Irresistible Featuring Guest Jeffrey Shaw
January 29, 2018 19:15 - 35 minutesWhat if you could be speak your ideal customer’s language? Shep Hyken sits down with Jeffrey Shaw to discuss his new book LINGO: Discover Your Ideal Customer’s Language and Make Your Business Irresistible. Top Takeaways: • Go deep and horizontal in your area of expertise. The new “niche” is an expansive business model. Decide who you want your customers to be, and then build a brand around them. Once you nail that down, you can then go horizontal because there will be multiple audiences w...
When Virtual Reality Becomes Your Customer's Reality Featuring Guest Jeff Day
January 22, 2018 20:47 - 38 minutesShep Hyken Interviews Jeff Day, CEO of Bluewater Technologies What if you could be face-to-face with your customers, anytime, anywhere? Shep Hyken sits down with Jeff Day, discussing virtual reality and how companies are using this technology to better serve their customers. Top Takeaways: • Virtual reality uses a headset to have multi-projected environments of a space create the realistic sensation of physically being somewhere. It’s being somewhere without actually being there. • Augm...
The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje
January 15, 2018 18:45 - 36 minutesThe Smallest Things Can Make the Biggest Difference to Your Customer Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service What can you be doing to make a big difference for your customers? Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers. Top Takeaways: • The DIME Customer Service approach: Deliberate Interactions Memorable Experiences • Four stages of service: You can’t have one without the other. They must all go...
Doing the Opposite of Normal Can Lead to Better Customer Service Featuring Guest Jesse Cole
January 08, 2018 17:30 - 32 minutesDoing the Opposite of Normal Can Lead to Better Customer Service Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux Featured Interview: Do your “fans” come first? When customers come first, success follows. Shep Hyken speaks with Jesse Cole about how to stand out from the competition and create perfect customer service experiences for your customers. Top Takeaways: • To stand out in business, do the opposite of what is normal. Do what th...
The Most Important Business Strategy - Create Trust Featuring Guest David Horsager
January 01, 2018 23:42 - 39 minutesDo your customers trust you? Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: • Trust is a confident belief in a product or an organization. When there is confident belief, everything changes. When trust goes up, creativity and loyalty do as well. Cost and suspicion goes down. • When employees get treated properly, it trickles down and the customers feel that. • ...
Companies Grow When Customers are Treated as Unique Individuals Featuring Guest Eddie Yoon
December 26, 2017 12:48 - 35 minutesShep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth Do your customers feel like friends, or just transactions? Shep Hyken speaks with Eddie Yoon, an expert in growth strategy and marketing. Top Takeaways: • Leaders of organizations need to have strong personal brands for the employees to rally around and get behind. Not only is this important for entrepreneurs, it is better for large organizations to have leaders with s...
Meeting Your Customers Where They Are, Will Cause Them to Stay Where You Are
December 18, 2017 15:35 - 33 minutesHow would you like a perfect way to reach your customers and keep their attention? Personalizing the customer experience is a hot topic. Shep Hyken sits down with customer personalization expert, Jim Steinberg, Senior Vice President of Enterprise Partnerships at LoyaltyPlant. Top Takeaways: • There is an engagement crisis happening among marketers. Most marketers have the proper tools, but they aren’t using them properly. Sending something to a customer is all about when and where you...
Know Your Customers. Understand Your Customers. Keep Your Customers. Featuring Guest Shannon Bell
December 11, 2017 17:40 - 33 minutesKnow Your Customers. Understand Your Customers. Keep Your Customers. Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs Featured Interview: How are you using Artificial Intelligence to better understand your customers? Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the customers and the company long-term. Top Takeaways: • Customers crave personalization. Me...
Create a Culture Where Employees Come First Featuring Guests Terry Cain & Steve Church
December 04, 2017 21:20 - 36 minutesCreate a Culture Where Employees Come First Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel” Featured Interview: How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church. The co-writers of “The Pinwheel” and partners in business, Terry and Steve discuss the importance of involving employees i...
The Seven Deadly Sins of Customer Experience Featuring Guest Jeff Nicholson
November 27, 2017 23:05 - 35 minutesThe Seven Deadly Sins of Customer Experience Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader Featured Interview: Jeff Nicholson enlightens listeners to what he refers to as The Seven Deadly Sins of the Customer Experience Journey. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. Top Takeaways: There are seven deadly “sins” along the journey of meeting customers’ needs: 1. Proximity...
AI Fuels Virtual Assistants in the Customer Service World Featuring Guest Robert Weideman
November 20, 2017 19:24 - 39 minutesAI Fuels Virtual Assistants in the Customer Service World Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service Featured Interview: How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence. Robert gives insight into what customers want and need, and how businesses can deli...
Turn One Time Purchasers Into Lifelong Customers - Featuring Guest Joey Coleman
November 13, 2017 18:21 - 35 minutesTurn One-Time Purchasers Into Lifelong Customers Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again” Featured Interview: How would you like to never lose a customer again? Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.” Top Takeaways: • The Difference Between Customer Service and Cu...
Be A Cut Above the Rest - Featuring Guest Steve Hockett
November 06, 2017 19:38 - 31 minutesWouldn’t you like to learn a few tips from a company that sees over 35 million customers a year? Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience. Steve shares how information about roughly 35 million customers’ information each year are put into a database, so that each and every time they return, the salon knows exactly how to best serve them individually. As President of Gre...
Josh Liebman Encourages Running Toward Complaints Not Away From Them
October 30, 2017 19:16 - 37 minutesWhen it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving. Shep speaks with Josh Liebman, an expert in handling complaints. Josh is a fanatic about the benefits of hearing complaints. He encourages companies to seek out const...
Mikhail Naumov Discusses How AI Is a Tool for Customer Service, Not a Replacement
October 23, 2017 20:53 - 31 minutesThere seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely? Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction. Featured Interview: Shep talks to Mikhail about artificial intelligence, and how it can be a tool for customer service employees. Mikhail ...
James Dodkins on Putting the Employee First, the Customer Second
October 16, 2017 20:21 - 36 minutesIt is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction? James Dodkins shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus. Featured Interview: Shep speaks with James Dodkins about his idea of what it looks like for companies to put employees first and customers second. J...
Daniel Burrus Shares how to Anticipate Your Customers’ Needs Rather than Reacting
October 09, 2017 22:21 - 34 minutesHow would you like to be able to anticipate your customers’ needs before the even ask? Featured Interview: Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage, in which he explains how to predict what customers need rather than simply waiting to be asked. They discuss understanding the difference between anticipatory customer service and reactionary customer service. Daniel shares with listeners the import...
Doug Bell Discusses Improving the Customer Experience
October 02, 2017 21:43 - 31 minutesWould you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager, a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company, Every employee must understand how they fit into the customer’s journey. Top Takeaways: • Decide how your company wants to interact with you...
Robert Spector Shares The Nordstrom Way to Customer Experience Excellence
September 25, 2017 21:50 - 34 minutesHow would you like to be the Nordstrom of your industry? Well stay tuned and you’ll learn tips to help you do just that! Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. Robert shares a bit about the history of Nordstrom – like the facts they have been around 116 yea...
Judy Hoberman Shares Tips for a Better Customer Experience
September 18, 2017 17:27 - 29 minutesAre you looking to deliver a better customer experience? Then you are in the right place! Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. and K.I.S.S. can help you create better customer experiences for your organization. Judy shares how building relationships is the key to gaining and keeping your cust...
Murph Krajewski Shares Keys to Creating Better Customer Support Experiences
September 11, 2017 14:01 - 33 minutesDo your customer facing employees have everything they need to do their jobs properly? Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships. Featured Interview: Shep and Murph Krajewski discuss how Sharpen started by wanting to fix the root problem in customer service. Murph explains that the problem starts with the customer service agent’s experience. ...
Matt Peterson Shares Tips on Delivering Amazing Service
September 05, 2017 13:17 - 34 minutesHow would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company. Matt explains why he feels NPS is the right method for his company, an...
Nick Francis Shares How to Create a Customer-Centric Company
August 28, 2017 17:30 - 31 minutesHow would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. Featured Interview: Shep begins the interview by asking Nick Francis about Help Scout, which provides customer support assistance to smal...
Nicky Billou on How to Think and Win Like a Champion
August 21, 2017 19:21 - 29 minutesHow would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone. He explains how managers and individuals can be thought of as an expert in their company and industry. This ties into Shep’s concept that when it comes to cus...