Amazing Business Radio

Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue... He gives advice on how to create an amazing customer experience. His number one suggestion (right now) is to start with the culture of the company and the employee experience. The Interview with Rebecca Martin:Companies want to insert emotion into the customer experience. Emotion, or human connection, is what drives customer loyalty.There needs to be a balance between technology and human connection. Too much reliance on technology can make customers feel displaced.Chatbots and similar technologies are not replacing call center agents. By handling first-level calls, they are elevating the role of agents. This creates more of a career path within contact centers.There is a higher call volume with more difficult problems reaching contact center agents. Companies need to reflect this change with improved training for their agents, so they can effectively and efficiently handle more difficult calls.The phone is not dead in the support/contact center; it is simply used for different purposes.The top three things that drive customer loyalty are quality products, action from the company in response to a complaint, and ease and efficiency of contacting the company. However, if the last two aren’t in place, customers will take their business elsewhere – even if the product is good.About: Rebecca Martin is the Chief Marketing Officer at Calabrio, a customer engagement analytics software company. She has nearly 20 years of experience in the emerging technology industry. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Quote: “There’s a time and a place for digital interaction. There is always a place for human interaction.” - Rebecca Martin Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”  In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell:Any and every company should consider implementing a subscription model. It brings the relationship with the customer to the forefront and ties it directly to company profit, which has been the trend since the beginning of business.Subscription is the future of business regardless of industry. It creates more convenience for your customers and generates a steady source of income for your business.Companies who nurture and prioritize their relationships with their customers are more likely to succeed and win in business. Companies need to build a culture that is “customer-obsessed.”The two major factors in success are hiring and culture. Culture begins with good hiring; everyone needs to be on the same page so that culture can permeate through the whole business. What’s felt by employees on the inside of a business will be felt by customers on the outside.It can be difficult to hire the right people, but you must prioritize this. Seek employees who are “obsessed with the pursuit of truth.” This means they will be less arrogant, more driven, and more open-minded—all important qualities that will spell out success for your business.Having a relationship with your customers gives you a competitive edge. It grants you a better understanding of what customers want, what they need, and what they value. In an increasingly competitive environment, this can either make or break your company; more often than not, “whoever gets closest to the customer wins.”Quote:  “Whoever gets closest to the customer wins.” - Patrick Campbell About: Patrick Campbell is the co-founder and CEO of ProfitWell (formerly Price Intelligently). Previously, he has worked at Strategic Initiatives, Google, BridgeBright, and the United States Department of Defense. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. Top Takeaways:The workforce industry is migrating to the gig economy (also known as the freelance economy), which describes the increasing preference in society for convenience and instant gratification. Businesses have an increased tendency to hire independent contractors and short-term workers, while workers have an increased availability for these types of contracts.In a gig-type model, the need to fully understand your business and forecast its needs is crucial. Third-party contact centers can help large companies navigate freelance workforce management.Resources for freelance workers include Fiverr and Upwork. Freelancers can post their skills and services on these websites, and employers can search the database to find an worker that will fulfill their needs.Gig workers can be a less expensive option to fill gaps in the workforce, allowing organizations to avoid things like payroll taxes and benefits for part-timers.There is difference in impact between the gig worker and the full-time employee. If you’re not forecasting and scheduling gig workers appropriately, it could become a cost for your business. However, when done right, gig workers can prove a very cost-effective way to provide customer support.The gig economy appeals to young workers because it gives them more control over their careers, great experience, more exposure, and faster networking. This allows for better work-life balance, which is a priority for many millennials and Gen Z workers. About: Chrissy Cowell is the Director for Work Force Optimization Product Management at Aspect. Across her 18 year career in the contact center industry, she has worked with various WFOs and BPOs in addition to assuming other roles such as account director, consultant, marketing manager, and quality manager. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Quote: “It’s important to make on-demand gig employees feel engaged and provide motivation to keep them involved and engaged in your business.” – Chrissy Cowell Learn more about your ad choices. Visit megaphone.fm/adchoices

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 shaping customer loyalty, and why making your customers happy is no longer enough.  Shep Hyken’s opening monologue is about consistency. Three important points:Your product has to meet the customer s needs every time.Your omni-channel presence must have a consistent experience.The attitude of the employees must be consistent.Top Takeaways:You have to proactively ensure that you’re delivering success to your customers. If you wait until they call you to voice their complaints, it may be too late.Because of the subscription model and the numerous options available to consumers, they don’t have to be loyal to any one company. If you can’t deliver your customer’s desired outcome, they will find someone else who can.Keeping your customers happy isn’t enough anymore. Today, they have to get more value from you than they can get anywhere else. This is why Jeff Bezos says he isn’t scared of his competitors. He’s scared of his customers, because they have the choice to leave every day.Companies are realizing that they need somebody whose job is to ensure customers are getting maximum value. According to LinkedIn, the third fastest growing job title in 2018 is Customer Success Manager.You have to proactively ensure your customers are achieving their desired outcome. Three ways to do that are:Start at the beginning of the process by on-boarding the customer and getting them up to speed on how to use your product/service.Ask them what it will take for them to continue doing business with you in the future.Reach out to them over time to make sure they’re getting value and reaching their desired outcomes.About: Nick Mehta is the CEO of Gainsight. In his six years as CEO, he’s secured over $156 million in funding, expanded the employee base to over 500 employees, and been recognized as the third best SAAS CEO out of 5,000 nominees. He also co-authored the book Customer Success: How Innovative Companies Are Reducing Churn And Growing Recurring Revenue. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 it the future of business.  Top Takeaways:The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B. It allows companies to switch from selling products to selling a service that consumers can use while transforming an industry for the better.The subscription model is a win-win for customers and businesses. For businesses: It scales better, is easier to run, and guarantees recurring revenue. For the customer, it’s less expensive and more convenient.To jump into the subscription economy, start with a view of what your customers are doing with you and track all of the usage and interactions. This allows you to understand how you can broaden your footprint with the customer and create a more meaningful relationship.Anybody can take your product, reverse engineer it, and offer a clone to their customers. If your competitive advantage isn’t based on your product but instead your knowledge of what your customers are doing and the relationships you have with them, that is a much stronger position to be in.About: Tien Tzuo is the CEO and founder of Zuora. Previously, he was the 11th employee of Salesforce working as the Chief Strategy Officer and CMO for eight years. He’s also the bestselling author of Subscribe: Why the Subscription Model Will Be Your Company’s Future and What to do About It. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.Use technology to remove tedious tasks you don’t want to do, and let it lead you to places you can connect in a human way.If you’re in a business meeting or networking event, put your technology away and be present with the people you’re with.Customer service operations are increasingly reliant on technology to scale, save money and remove human error. This is a big mistake because the human touch will always be important, regardless of what technology does.85% of the global workforce is disengaged. To engage your employees, create an experience where they do meaningful work with people who are supportive of them.Consumers want options to connect with you and flexibility with how they interact with your company. You have to meet them where they are and how they want to interact with you. It’s less about you and more about them, their choices and how they want to do business.You must be empathetic towards what customers and employees are going through. People are suffering and are challenged in many ways that you may not physically see.About: Dan Schawbel is the research director of Future Workplace and managing partner of Millennial Branding. He’s also a keynote speaker and NYT bestselling author. His new book is Back To Human: How Great Leaders Create Connection In The Age Of Isolation. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 presence, and how to measure and improve your customer experience strategy. Top Takeaways:Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level. It starts with the leadership defining and driving the customer experience initiative and permeates through the entire organization.Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all the way through the sales, service, and support process.One of the biggest consumer demands is turn around time. How quickly you respond to emails, answer phone calls, and ship products are all part of the customer experience.You’ll see significant improvement and change to your customer experience initiative when the C-Suite gets involved from the beginning by creating priority, strategy, communication, expectations, and budget.Your customer experience initiative is an ongoing process that must be measured and refined over time.Omnichannel means offering the consumer their preferred channels and methods to communicate with your company. Customers expect companies they do business with to support communication through multiple channels.About: Christa Heibel is the founder of CH Consulting Group, a firm that helps organizations execute and implement contact center and customer experience strategies. For the last 25 years, Christa has dominated the contact center as an influencer and C-suite business growth and strategy expert. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery. Instead, they focus on themselves instead of the customer.Sam recommends moving incentives into your employees base pay. If you hire someone to deliver a good customer experience, it should be part of their job description and be reflected in their salary.How a customer remembers an experience will be guided by two factors:The peak moment in that experience, whether it was good or bad.How the experience ended. If you end an experience with a long drawn out survey or an unauthentic pitch to leave a good review, that last experience will be the most salient in the customer’s mind.Sam shared five myths about monetary customer experience incentives and why they’re a bad idea.Signal Myth: A monetary incentive for good CX doesn’t say, “We value great customer experience and our loyal customers above all else. It says, “We value it as much as everything else we have a monetary incentive for.”Control Myth: Companies create boring workplaces with too many rules and restrictions. They then blame employees for being bored and “lazy”.Effectiveness Myth: Even if money influences good behaviors, it’ll only work in the short term and for discreet tasks that rarely make a great customer experience.Motivation Myth: People love to make money, but they aren’t motivated by it beyond their needs being met. Making progress on important work, getting things done that matter, and connecting with peers matter is also important.Retooling Myth: Employees are creative and will always find a way to game any incentive system. You will constantly have to refine and update it to get rid of the bad behaviors the incentives create.About: Sam Stern is a principal analyst at Forrester’s customer experience research practice. His research focuses on customer-centric culture, employee engagement, and deploying different research techniques to create better experiences. Sam is also the host of CX Cast, Forrester’s weekly customer experience podcast. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted! Top Takeaways:6 Convenience PrinciplesReduce Friction – Make doing business with you as easy as possible.Self-service – Let your customers control the transaction/interaction.Technology – Create new processes, tools and ways of interacting that make life easier for customers.Subscription – Establish automated, scheduled delivery of products and services that people use on a regular basis.Delivery – Bring the product to the customer, rather than making the customer go to the product.Access – Be available to your customers by location and/or hours of operation.About: Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. To learn more about the latest book visit www.BeConvenient.com. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: What is the most convenient company to do business with?How can I use convenience to create better customer experiences?How can I be more convenient to create a better customer experience?How can I disrupt my competition?How can I take my customer service to the next level? Learn more about your ad choices. Visit megaphone.fm/adchoices

How AI and Data Shape Modern Customer Experience and Engagement  Shep interviews Chris Koehler, Chief Marketing Officer at Twilio. He talks about creating exceptional customer experiences by leveraging personalization, customer trust, and AI.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What defines an amazing digital customer experience today?  How can businesses personalize digital interactions?  Why is trust crucial in building long-term customer relationships?  Why is it important for companies to use customer data responsibly and transparently?  How does reducing friction impact customer satisfaction and retention?  Top Takeaways:    Personalization isn't just about using someone's name but about remembering their preferences, past actions, and making timely suggestions that fit their needs. When customers receive an experience that feels like it was made just for them, it leaves a strong, positive impression.   Customers love it when a company remembers who they are and what they like, so they don't have to repeat themselves every time they interact or use another channel to communicate.  Customers expect brands to use their data wisely and responsibly. It's not just about protecting information. It is also about applying it in ways that matter to customers. Trust is built when companies use data to solve problems or anticipate customer needs.  Transparency is the foundation of customer relationships. When companies are up front about when customers are talking to AI and make it easy for them to connect with a human when necessary, they like the experience and feel respected and cared for.   Making every step in the customer journey easy encourages customers to keep doing business with a company. If it's quick and simple to sign up, get help, or find what they need, customers are much more likely to come back.  Customers want to communicate in the way that fits their situation and preferences. Companies need to be mindful of where their customers want to interact with them, whether it is by phone, chat, email, or social media.   Different generations may have different preferences for communicating with a brand, but everyone likes having options. For example, customers may start with a chatbot but end up needing to talk to a human to solve complex or sensitive issues. Modern customer expectations include a consistently positive experience across multiple channels.  Automating routine tasks through AI can make processes faster and more consistent, but it shouldn't detract from the human element of customer service. While technology can handle simple tasks quickly and efficiently, there are complex issues that need human intervention.   Plus, Chris shares important and interesting stats on customer experience, AI, and personalization from Twilio's 2025 State of Customer Engagement Report. Tune in!  Quote:   "At the end of the day, people really don't care which channel they use. They just want the problem solved."    About:    Chris Koehler is Chief Marketing Officer at Twilio, a cloud communications platform that enables businesses to seamlessly integrate messaging, voice, and video capabilities into their applications to enhance customer engagement.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

The Five Customer-Centric Strategies  Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes a successful customer experience strategy?  What are the main reasons companies struggle to meet customer expectations in today's marketplace?  How can businesses identify and close the gap between perceived and actual customer experience?  How can companies effectively gather deep, meaningful feedback from their customers?  How does technology create distance between companies and their customers, and what can they do to overcome it?  Top Takeaways:    Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service.  Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry.  To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.   Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.   Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience.  Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage.  Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand.  Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly.  Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments.  Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer.  Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in!  Quote:   "There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation."   About:     Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Community, Loyalty, and Human Touch in Customer Experience  Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes loyalty programs appealing to Gen Z customers?  How does Gen Z's approach to customer loyalty differ from previous generations?  Why is it important for brands to focus on building community within their loyalty programs?  How does personalized service contribute to repeat business and customer loyalty?  Why should companies continuously evolve their loyalty programs for new generations?  Top Takeaways:    Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.  Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.   While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.  It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.  Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.   Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.  When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.  Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.  Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!  Quote:   "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works."    About:    Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Cultivating Trust and Loyalty in the Age of AI   Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is human-centric AI?  How can companies find the right balance between automation and personal customer interactions?  What are the biggest risks of over-automating customer support processes?  Why do so many AI projects in customer service fail?  How can organizations manage change effectively when implementing AI-driven solutions for customer experience?  Top Takeaways:    Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers.  Don't jump into new technology just because it's trendy. Don't use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like.  Over-automation can hurt customer service. It's easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed.  AI, just like humans, can make mistakes. Whether it's providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving.  Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience  AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.   Plus, Shep and Nick talk about why it's crucial to stay flexible and keep evolving with technology. Tune in!  Quote:   "Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, 'We want AI,' but if you don't clearly define what that means, it might not deliver the results you want."  About:     Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

How Internal Employee Experience Drives Exceptional Customer Service  Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive company culture directly impact customer satisfaction?  How does an employee's internal experience translate to a better customer experience?  Why is it important for organizations to align their hiring practices with their core values?  How can businesses differentiate between providing transactional service and building genuine customer relationships?  How can leadership inspire employees to consistently deliver exceptional service to customers?  Top Takeaways:    True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they're customers or coworkers.  A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness.  What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company's success.   When a new employee joins a company, their first experiences matter just as much as a customer's first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.   Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand's values more effectively than any paperwork can.   When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.   Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.   Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number.  Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.   Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in!  Quote:   "The essence of hospitality is the ability to make people feel welcome, comfortable, and important."  About:     Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

AI, IVR, and the Human Touch in Contact Centers  Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why do many customers still prefer voice support over digital self-service or AI solutions?  What percentage of customers are likely to leave a company after a negative experience with automated phone systems?  How can companies use technology to detect and resolve customer service issues in real time?  Why is it important for companies to offer both digital and human support options?  What role does artificial intelligence play in modern customer support?  Top Takeaways:    The customer experience begins the moment you first attempt to communicate with a business, whether  through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning.   Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.   No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.   Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.   Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.   Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.   Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in! Quote:   "Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can."  About:    Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Transactional Employees to Loyal Teams  Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is swift trust?  How does internal company culture influence customer experience?  How can leaders build a followership? Why is trust important for employee engagement and customer satisfaction in virtual teams?  How can organizations recreate the benefits of in-office culture for remote teams?  Top Takeaways:    Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren't together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person.  Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don't have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships.  Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they're more likely to treat customers well.  In an office, great leaders can "work the room" and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.   The number one indicator of trust in leadership is online availability. Seeing a manager's green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office's "open door" policy, as it allows employees to reach out and get help even when they are not in the same location.  "Followership" is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates.  When employees are scattered around the world, they still need to feel like they're part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.   Plus, Shep and Tim talk about what is causing the "attention battle" in teams and how to win it effectively. Tune in!  Quote:   "The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It's the closest thing to human touch we can find in a remote setting."  About:    Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Turning Customer Data into Customer-Centric Decisions  Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does data-driven decision-making improve customer service?  Why is it important to understand the reasons behind customer decisions and behavior?  How can organizations effectively gather and utilize customer feedback to improve service?  How can businesses identify gaps in the customer journey using research and analytics?  What is the "cycle of success" framework in customer experience management?  Top Takeaways:    When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers' behavior and collecting their feedback gives you better odds of providing the best experience for them.   Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.   Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem.  Traditional surveys can give you some feedback, but they don't always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.   Collecting feedback is great, but it's only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.   Good research starts with good questions. Before collecting feedback, it's better to understand the specific problem or question you're trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.   Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone.  Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in!  Quote:   "Do you know why your customers are making the decisions that they make? Understanding the 'why' behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business."  About:     Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Balancing AI and Human Collaboration  Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance AI automation with the human element in customer service?  What are hidden sources of waste in customer service operations, and how can they be eliminated?  Why is it important for organizations to move away from viewing customer service as just a cost center?  How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions?  How can AI be used to enhance, rather than replace, meaningful human engagement?  Top Takeaways:    Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed.  Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales.  Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn't accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI's mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support.  Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product.   Organizations that prioritize customer service tend to achieve better results. Customer service isn't just something you "have to do." It can be your company's main way to stand out from your competition.   Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in!  Quote:   "AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should."    About:    Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support experiences.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

What's Next in AI, Self-Service, and Customer Service?  Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming the customer service experience?  How is AI improving self-service options for businesses?  Will AI ever fully replace human customer service agents?  How can AI help reduce burnout and attrition rates among contact center agents?  What risks should companies watch out for as they adopt AI in customer service?   Top Takeaways:    Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents.  Many customers still prefer to call customer service, despite companies offering self-service options. In this year's Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent. Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently. While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations "just like humans," allowing customers to get resolutions without waiting for a human agent to become available.  Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use.   AI just doesn't help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don't need to repeat themselves, and it can give agents the information they need to solve the customer's problems efficiently.  As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services.  Jay Patel shares information about Cisco's WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology.  Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in!  Quote:   "We've been speaking  a lot longer than we've been typing, and I think the most profound technology change we'll see soon is that machines will be able to understand us through voice."  About:    Jay Patel is the Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Customer Care's Evolution From Cost Center to Profit Center  Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can you turn your call center from a cost center to a profit center?  Why should companies invest in improving customer experience?  How can organizations use customer feedback to enhance their products and services?  Why is it important for leadership to be accessible to customers when addressing service issues?  How can proactive customer service resolve complex issues more efficiently?  Top Takeaways:    Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it's reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product.  Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don't have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.   First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a "customer champion" inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.   Being "customer first" means making sure every channel, whether it's digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what's easiest for them and have a great experience every time, it contributes to creating a flawless experience.  AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.   Retail isn't dead. It's just become impersonal for many customers. However, if you create a store experience that's good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again.  Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term.  Quote:   "When a customer reaches out to us, they don't reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher."    About:     Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that's the largest in the U.S., generating over $103 billion in annual revenue.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices