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Using the Hospitality Mentality to Shape Your Company Culture
Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is alignment within an organization important for the customer experience?
How has the customer landscape changed in the last 20 years?
Why does customer experience start with leadership?
How is employee engagement linked to the customer experience?
Why is brand identity crucial for an organization's customer experience?
Top Takeaways:
Customer experience is not just a function or a set of processes. It's not just some department or strategy. It is ingrained into the company's culture from the top leadership to every employee. It's in the DNA.
Everybody's job is important when it comes to customer experience. Every employee must understand how what they do impacts the customer, even if they're two or three places removed.
Over the last 20 years, customer decision has shifted to where it is 80% driven by emotion and values. Customers choose to do business with companies that share the same values and stand for the same social causes as them.
Communication has greatly evolved thanks to the internet and social media. Customers' thoughts about a brand can now be shared with millions of people in an instant. Companies need to ensure that their messaging is authentic to their brand identity and resonates with their audience.
Organizations used to have the majority of control over brand perception. They could decide how they want to be perceived and hire a company to pump out that message. Now, customers put more trust in what their friends, family, or colleagues tell them.
The customer focus should extend to the organization's internal customers as well. Every role, whether customer-facing or support-oriented, plays a part in shaping the overall customer experience. Customers, employees, service partners, and communities now shape how people think about a brand.
Customer experience should reflect the organizational brand identity. Every aspect of the customer journey, from arrival to departure, should embody the organization's values. Every action, whether customer-facing or behind the scenes, should reflect the company's mission. When everyone in the organization understands and represents the brand identity, it creates a consistent and compelling customer experience.
Plus, Alan shares examples of customer experience from the hospitality industry (every type of business can benefit from a hospitality mentality.) Tune in!
Quote:
"A hospitality mentality helps drive customer experience. It is a brilliant training ground because you can learn a lot from that space and then apply it to other sectors."
About:
Alan Williams is the founder and managing director of SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Partnering with Customers to Co-create an Amazing Customer Experience
Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does digital transformation impact customer expectations and experiences?
What are the challenges and opportunities in personalizing the customer experience in a B2B environment?
How does the concept of digital-first change the way businesses engage and provide value to their customers?
What role does AI play in enhancing the customer experience and driving growth for businesses?
How can companies leverage technology and AI to provide customers with personalized insights and experiences that drive long-term loyalty?
Top Takeaways:
The customer experience is evolving rapidly across different industries. Customers today are more informed, empowered, and sophisticated. This has raised the bar for businesses to rethink and rebuild their customer experiences to align with the changing expectations.
When you build and enhance digital experiences together with your customers, you create something very special. You go from interacting in transactions to building a digital relationship. Companies must design intuitive and personalized digital experiences that align with customers' preferences and behaviors.
Even in the B2B world, we need to be focused on customers as if they're consumers because that's what they're basing their stories and expectations on. Customers compare you to the best experiences they've had across all industries, regardless of the type of business are industry they are in.
Personalization is powerful in building a great customer experience because when customers engage with brands who know them, what they are likely to do, how they want to engage, and what they need, that signals that the company is where they can continue to get value. That reliability creates trust. (This was confusing. I think adding the “them” helps. Agree?)
Partnering with your customers is personalizing the relationship to the point where you understand so much of what your customers want and need that you can make the suggestions that will enhance their experiences, improve their businesses, and choose you over the competitors.
The integration of AI in customer service should not be viewed as a replacement for human interaction but as a means to enhance and support human ingenuity.
The future of customer service lies in transforming the entire organization's mindset. It is about instilling a culture where every employee understands their role in delivering an exceptional customer experience—raising service levels and delivering value across the board.
Plus, Shep and Elisabeth discuss more ways to leverage AI in customer service and experience. Tune in!
Quote:
"There is a significant shift in terms of who our customers are. They are much more sophisticated, informed, and empowered. They are expecting a seamless experience from start to finish."
About:
Elisabeth Zornes is the Chief Customer Officer of Autodesk. She oversees Consulting, Customer Success, Partner Success, Product Support, and Renewals to help businesses drive innovation for their customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Saknas det avsnitt?
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Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity
Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is it essential for brands to understand and orchestrate the customer journey?
What are some common pitfalls that lead to broken customer journeys?
How has technology changed the approach to customer journey mapping?
How can AI tools empower professionals to expand their roles?
Why is it essential for brands to break down silos within their organization?
Top Takeaways:
Broken customer journeys result from multiple departments working in silos without integrated communication. Each department may have its automation system, which may lead to conflicting or uncoordinated customer experiences. By breaking down these silos and working towards a centralized system, your company can ensure a unified and smooth customer journey.
Businesses need to prioritize customer needs and experiences over pushing products or campaigns. When making decisions, even the tough ones, it's important to consider how these changes will impact customers and how to communicate them effectively.
You will not always make decisions that will make your customers happy. For example, raising prices is not an easy topic to discuss with customers, but it is, at times, necessary. Acknowledge how it impacts your customers and communicate it with them.
Traditional journey mapping focuses on creating an ideal journey for most customers, often neglecting outliers. With today’s technology, businesses can personalize the customer experience at scale, catering to individual preferences and needs.
AI can empower “positionless professionals”, encouraging individuals to expand their skills beyond their specializations. With AI tools, employees can take on tasks outside their usual roles, becoming more versatile and adaptable. This adaptability can result in faster execution, better employee experiences, and better customer experiences.
Extending personalized experiences beyond physical interactions, such as at a reception desk, to online platforms can significantly enhance the customer's perception of the brand.
Plus, Shep and Rony discuss why "breaking down silos" is still a hot topic for organizations after decades. Tune in!
Quote:
"Do your marketing from a customer point of view, not from a product point of view. "
About:
Rony Vexelman is the Vice President of Marketing at Optimove. He is a seasoned professional in multichannel marketing and customer engagement platforms.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Seamlessly Combining AI, Human Touch, and Data in Customer Experience
Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses effectively balance AI and human interaction in customer service?
What are the most effective strategies for leveraging AI to enhance customer experiences?
Why is it important to prioritize long-term customer relationships over individual transactions?
How can AI tools provide hyper-personalized service to customers?
How can businesses effectively handle after-hours customer calls using AI tools?
Top Takeaways:
Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.
When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.
Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company's website to get the contact information. Once they click on "Contact Us," they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies.
The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.
While many customers still prefer traditional phone customer service, there's a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences.
AI can handle a large percentage of "one shot, one kill" questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can't replicate.
By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS).
Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in!
Quote:
"The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market."
About:
Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Building High-Performance Teams through Inclusion, Diversity, and Equity
Shep Hyken interviews Jonathan Stutz, President of Global Diversity Partners, Inc. and author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging. He shares daily practices and strategies for inclusive leadership that create a workplace where employees feel seen, heard, and valued.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can internal culture impact the external customer experience?
How can inclusivity and diversity contribute to creating high-performance teams?
What are SMARTIE goals?
In what ways can leaders focus on inclusion first to build a culture of belonging and positively impact the customer experience?
How can leaders manage difficult conversations in the workplace to promote inclusivity and equity?
Top Takeaways:
Internal culture and employee experience are the foundation for enhancing customer experience. When employees feel valued and connected to their managers, coworkers, and the organization they work for, it positively impacts the quality of service and engagement with customers.
Building an organization's strong and welcoming culture is about making employees feel understood and valued. When this happens, trust between employees and leaders, managers, supervisors, and fellow employees dramatically increases. Establishing trust lessens employee churn. If you want to keep your customers coming back, you must ensure that your employees also look forward to returning to work.
Creating an inclusive and diverse workplace is about building high-performing teams that represent the perspectives and backgrounds of employees and customers. It is not about complying with a quota or hiring diverse employees for the sake of appearing diverse. It is about opening up opportunities for everyone and hiring the best people.
The IDE (Inclusion, Diversity, and Equity) approach emphasizes prioritizing inclusion first, followed by diversity and equity. When employees feel safe, welcome, and comfortable being themselves, they set the stage for attracting and retaining a diverse and engaged workforce.
We all benefit from a diverse, inclusive environment. It's not about one person winning and another losing. Instead, it's about leveraging various perspectives and experiences to benefit the customers, the employees, and the company.
Plus, Jonathan shares practical tips that leaders can start doing today to create a culture of belonging. Tune in!
Quote:
"Employees that feel connected to their managers and coworkers and feel as if they are seen, heard, and understood, give more of themselves to the organizations and their customers."
About:
Jonathan Stutz is the Founder and President of Global Diversity Partners, Inc. He has over 25 years of experience in leadership roles at companies such as Amazon, Microsoft, and Zulily. His book, Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, 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.
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Tips for Training Teams with a Hospitality Mentality
Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What does "Hospitality Mentality" mean?
What is the difference between customer service and customer experience?
How can businesses create a memorable last impression for customers?
Why is a values-based education important in shaping employees' customer behaviors and interactions?
How do you equip frontline team members to deliver an exceptional customer experience?
Top Takeaways:
Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer's journey, from the moment they walk in to the moment they leave, is an opportunity to amaze.
Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back.
Michelle shares the 3 E's of Customer Experience:
Expectation: What does your marketing say about you? What are you creating in your customers' minds?
Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?
Evaluation: What are your customers thinking about your business as they walk out the door?
When we live out our company's values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn't align with our values, we can call it out with clarity and proper discipline.
Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced.
Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce.
Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in!
Quote:
"Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don't even meet the expectation, they will certainly not come back."
About:
Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety
Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does connectivity boost customer experience?
How does poor cellular connectivity affect the customer experience in commercial and retail buildings?
What role does boosting cellular signals play in ensuring public safety and first responder communication?
How does cellular connectivity impact customer decision-making and purchases in retail environments?
Why is seamless cellular connectivity essential for a positive customer experience in today's digital world?
Top Takeaways:
Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes.
Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment. The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses.
Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives.
Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers.
Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in!
Quote:
"Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more."
About:
Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless 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.
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Creating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences
Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can technology be authentic and empathetic in improving the customer experience?
How can companies maintain a balance between human-to-human interactions and technology?
Why should companies prioritize culture and organizational health before focusing on financial aspects?
How has the concept of AI evolved to prioritize authenticity and human augmentation?
What leadership principles are essential for guiding a company through transformation?
Top Takeaways:
Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success.
Recognizing and leveraging an organization's "superpowers" drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge.
Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions.
Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve.
Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey.
Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in!
Quote:
"Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers."
About:
Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Tips on How to Eliminate Friction for Your Customers
Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses identify and eliminate points of friction in the customer process?
How has the shift in customer behavior influenced the focus on understanding customer choices and social proof?
Why is customer service the most important marketing tool for brands?
How does prioritizing customer experience serve as a competitive advantage for businesses in today's market?
How has social media shaped brand perception?
Top Takeaways:
Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles.
While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research, we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand.
"Ridiculously easy" is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It's crucial to focus on providing a seamless and hassle-free experience for the customers.
Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as "be ridiculously easy to see," "ridiculously easy to reach," and more. Tune in!
Quote:
"What people say about our brand today is more impactful than what we say about ourselves."
About:
David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It's Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Get into the Customer Experience Mindset
Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer, and how to create a culture that prioritizes both employee and customer satisfaction.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can leaders in a company build a customer-centric culture from the top down?
How does employee satisfaction translate into a positive customer experience?
What are the keys to hiring and retaining employees who actively contribute to a positive customer experience?
What are the potential downsides of relying solely on customer satisfaction scores to gauge success?
How does company culture impact customer experience?
Top Takeaways:
In business, customer service and experience are not just strategies. They are a way of life. It's not just about how a company sells, but how it serves.
Companies that treat their employees well often provide better customer service. It's not just about what the company offers to the customers but also about how it treats its people. When employees feel valued and happy, they pass that positivity to their customers.
Long-term and short-term goals can go side by side. A successful leader understands the importance of balancing two opposing ideas — figuring out how to address immediate customer needs without losing sight of the organization's long-term goals.
Leading with a customer-focused mindset means putting in the work to elevate oneself first. Whether it is through music, exercise, meditation, etc., do what you must to elevate your own mindset so you can uplift your team and your customers.
The true measure of a company's customer service comes from the customers themselves. It's not about how high the numbers on your metrics can go. It's about creating experiences that make customers want to come back again and again.
Plus, Blake shares more insights from her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer. Tune in!
Quote:
"If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach."
About:
Blake Morgan is a customer experience keynote speaker, dubbed by Meta as "The Queen of CX." She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. She is the host of The Modern Customer 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.
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Embracing Changing Customer Needs
Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does Nordstrom balance tradition and innovation to stay relevant?
How does a successful company prioritize social responsibility in its operations and community engagement?
In what ways can businesses maintain strong connections with their customers in an increasingly digital world?
How does social responsibility impact customer loyalty?
How does an organization instill a culture of empowerment and trust to enhance the customer experience?
Top Takeaways:
In its employee handbook, Nordstrom has only one rule: Use good judgment. It empowers employees by trusting their ability to assess a situation and make decisions based on their values. Nordstrom also empowers employees by sharing examples of what other excellent employees have done to solve problems.
Clear and transparent communication reassures both employees and customers. During challenging times, such as the pandemic, effective communication with leaders and stakeholders helps alleviate uncertainties, creates a sense of stability, and builds trust and confidence in the brand.
Customers prefer brands that support the same social causes that they care about. Social responsibility isn't just about giving back to the community but also about understanding and respecting diverse values and perspectives. Embracing social responsibility means adapting to the changing cultural landscape, from hiring practices to ethical consumption and sustainable business operations.
Building and maintaining strong relationships with customers is the foundation of business stability. Going above and beyond to satisfy customers' needs and create memorable experiences will result in positive word-of-mouth and enduring customer loyalty.
Balancing technology with personal connections and understanding the importance of human interactions is key to creating a differentiated and exceptional customer experience.
Timeless customer service stories from the past continue to inspire and are essential reminders of how businesses should serve their customers. These stories showcase principles that stand the test of time, emphasizing the significance of customer satisfaction and the impact of going above and beyond expectations.
Plus, Shep and Robert discuss the F.A.C.T.S. (flexibility, agility, communication, transformation, and social responsibility) of customer experience. Tune in!
Quote:
"Ultimately, it's about how your decisions positively impact the customer, not just the company."
About:
Robert Spector is an international keynote speaker, thought leader, and best-selling author. His book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, has become a business classic. His latest book, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service, is available now.
Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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A Good CX Starts With a Good EX - How to Create a Fulfilling and Meaningful Employee Experience
Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can every employee contribute to a better customer experience?
How can company leaders support successful customer experience investments?
What role does employee training play in improving customer satisfaction?
What are common staffing mistakes that companies should avoid for better customer service?
How are customer retention and employee retention similar?
Top Takeaways:
A Good customer experience starts with a good employee experience. The CX will never be better than the EX.
An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose.
The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business's success as delivering outstanding customer experience.
There is a quote that says, "You are the average of the five people you surround yourself with." However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company's and its employees' success. As leaders, we are responsible for creating a team that helps each other excel.
Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company's success.
Prioritizing employee satisfaction and fulfillment is essential for business success. Just as companies strive to fulfill their customers' needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees' growth and fulfillment.
Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company's commitment to delivering exceptional customer experiences.
Plus, Shep and John discuss what "hire's remorse" is and how to avoid it. Tune in!
Quote:
"The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers."
About:
John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.
Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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How to Proactively Anticipate Customer Needs
Shep Hyken interviews Mikhail Naumov,founder and CEO of Paylode Inc. He discusses how businesses can enhance their customers' experiences by proactively addressing their secondary and tertiary needs, going beyond just selling their core products or services.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What role do perks and incentives play in driving customer behavior?
How can businesses elevate customer experience and create additional value for their customers beyond their core products and services?
What challenges do businesses encounter when trying to provide complementary products and services to their customers?
How can businesses use special offers and benefits to motivate and reward their customers?
How do businesses in the B2C and B2B worlds differ in their approaches to offering additional value to their customers?
Top Takeaways:
Proactively anticipate and address customers' needs beyond your core product or service. Customers often face secondary and tertiary problems after making a purchase. Meeting them where they are and helping them solve these additional problems thoughtfully can create strong loyalty, engagement, and gratitude that can earn you customers for life.
By offering customers something outside of, but related to, your typical value proposition, you uplift their experience. This approach can set you apart from your competition and make your business stand out.
Every interaction with a customer is a chance to provide value. Businesses can take advantage of these opportunities by offering complimentary perks or rewards to engage, motivate, and reward customers for specific desirable actions.
When businesses want customers to take certain actions that benefit the business, they should consider what's in it for the customer. Rewarding customers for desired actions can be a cost-effective strategy (and sometimes free) that provides value to the customer and the business.
Building and implementing a framework for offering complimentary perks and engagement programs doesn't have to be overwhelming. With the right platform, businesses can streamline the process and launch loyalty programs efficiently, creating a seamless experience for both the business and the customer.
Plus, Shep and Mikhail discuss how companies in the B2B and B2C industries can best utilize customer perks and rewards. Tune in!
Quote:
" Your job may begin and ends with the sale, but customers often have secondary and tertiary needs that you may want to proactively address."
About:
Mikhail is the Founder & CEO of Paylode Inc and has been recognized by Forbes Magazine in the "Forbes 30 Under 30" list. He is the best-selling author of AI is My Friend: A Practical Guide for Contact Centers.
Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Transforming Customer Experiences One Interaction at a Time
Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Will AI replace human employees?
How can AI and human employees work together to enhance customer service?
Why should companies prioritize customer experience?
What is the role of AI in improving the interaction between employees and customers?
In what ways can AI personalization impact customer loyalty and retention?
Top Takeaways:
The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.
Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience.
Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.
Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.
The employee experience is closely linked to the customer experience. If the employees are unhappy and don't feel they have the right policies and tools, your customers will not have a good experience.
AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers.
Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer's only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships.
Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in!
Quote:
"Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively."
About:
Brian Higgins is Verizon Consumer Group's Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing 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.
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How Curiosity and Innovation Can Transform Your Business
Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies effectively challenge the status quo to drive innovation in customer service?
What is the "challenger mindset"?
How can storytelling culture contribute to a company's success in customer service and experience?
What drives improvement and innovation in business?
Why is it essential for companies to create products tailored to their customers rather than finding customers for their products?
Top Takeaways:
An insatiable curiosity and a commitment to innovation enable leaders to constantly seek new ideas and solutions that create value for their employees and customers. This is how leaders remain relevant and impactful as their business grows.
Creating a storytelling culture within the organization is an amazing tool for engaging customers and employees. It builds a culture that resonates with its audience and strengthens emotional connections.
Adopting the challenger mindset or zigging while others are zagging doesn’t always mean contradicting every idea. It means questioning the status quo and driving continual improvement. Leaders must promote an environment where employees are encouraged to challenge prevailing norms and seek opportunities to do things differently. This can lead to unique solutions and fresh approaches that set a business apart.
Shift from finding customers for your products to finding products for your customers. This customer-centric approach focuses on understanding and addressing the needs of your customers.
When hiring, prioritize individuals who embody a customer service-focused mindset. Seeking out employees who not only have the necessary technical skills but also demonstrate genuine care and approachability toward customers can significantly transform your business.
Plus, Joseph Michelli shares how the inspiration for his book, David and Aidan Tudehope of Macquarie Technology, has achieved great success by challenging the status quo of their industry. Tune in!
Quote:
"It's not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers."
About:
Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now 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.
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Optimizing Process, People, and Technology to Create a Better Customer Service Experience
Shep Hyken interviews Joseph Walsh, Vice President of Product Marketing for GoTo. He shares the Four Phases of the Contact Center and the significance of placing customer experience at the heart of your company's operations.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are the four phases of a customer service center's life cycle?
Why is it important to understand customer demands in the context of social media and other communication channels?
Why is it essential for companies to balance their technology, people, and processes?
How can organizations evaluate and improve customer service to increase revenue and better serve customers?
What potential risk do organizations face when they fail to focus on improving customer experience?
Top Takeaways:
Managers and CX leaders must listen to what's happening on the frontline and how customers interact with agents on the phone, chat, or AI. Find out where your frontline is excelling and what its shortcomings are. Analyze conversations, not just to grade but to determine if you are doing what is best for your customers.
Joseph shares the Four Phases of the Contact Center.
Phase 1 is all about customer-initiated conversations. Agents field multiple calls and answer queries following a script. The tech is often very limited to the standard phone system. There is little room for creativity, and it is all about compliance.
Phase 2 is about collaboration. Beyond the phone system, more technology and communication channels are introduced into the conversation. The CRM platform is integrated, so agents, subject matter experts, and everyone in the company are on the same page and can work together on the customer journey, products, and pain points.
Phase 3 is about entering the digital experience and growth. Customers and agents are using a full array of communication channels, such as web chat, social media, email, and more, that work seamlessly together.
Phase 4 is about automation, AI, self-service, and sustained growth. Customers are empowered to find answers and solve problems on their own through online portals and interactive web chats. Companies are finding ways to reduce repetitive tasks for agents and deliver faster answers to customers, resulting in a better experience for both.
Customers now turn to social media to seek help or voice their frustrations. If your company is on social media, embrace the entire medium, the people who use it, and their expectations.
Customer service is about more than fixing issues. It's about enhancing the overall customer experience. Businesses can continuously evaluate and improve their customer service strategies, increase revenue, and build stronger customer relationships.
Plus, Shep and Joseph discuss the top channels for customer communication. Tune in!
Quote:
"To answer customer needs, you need the entire company working together. It's about ensuring an organization can answer all customer queries and answer them the best they can."
About:
Joseph Walsh is the Vice President of Product Marketing for GoTo. He helps organizations improve customer and employee experience and grow revenue by embracing digital technology.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Why Trust, Readiness, and Humanity are Important in Crisis Management
Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture.
NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can effective crisis management contribute to a company's success and customer experience?
How can leaders effectively prepare for and navigate crises in their organizations?
What lessons can leaders learn from military training to enhance their organization's readiness for challenging times?
How can leaders effectively build trust within their organizations?
What role do empathy and humanity play in customer service and crisis management?
Top Takeaways:
In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.
After an organization successfully handles a crisis or a "down day," the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way.
Consistent training contributes to an organization's culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis.
Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company's mission and values.
Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization's culture and their leaders' intent.
Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in!
Quote:
"Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis."
About:
Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Empowering Customer Interactions and Employee Engagement
Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is customer experience being transformed using AI?
What are the evolving communication channels and customer support preferences in today's digital landscape?
What impact does AI have on job roles in the customer service industry?
How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions?
What role does AI play in balancing human and AI-driven customer support?
Top Takeaways:
The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.
Businesses thrive when they prioritize creating a positive customer experience. A company's success is directly tied to its ability to make customers feel valued.
Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement.
The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions.
The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers' preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers.
Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in!
Quote:
“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.”
About:
Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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Acquire and Keep Clients for Life
Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies create elevated experiences at every touch point for their customers?
How does the concept of "lifetime value" impact customer-focused decision-making?
What's the significance of emotional engagement in driving customer loyalty and revenue?
How can small, personalized gestures impact the customer experience?
How does cultivating relationships with customers contribute to long-term profitability?
Top Takeaways:
There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic.
Understand your customers' lifetime value (LTV). By recognizing a customer's potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.
Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities.
Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty.
Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in!
Quote:
"What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement."
About:
Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, 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.
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How 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 answers the following questions and more:
How can practicing resilience impact customer service and experience in the workplace?
What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty?
How can companies transform a transactional customer interaction into a lasting connection?
What are some effective strategies for leaders to create an exceptional customer experience through their employees?
How can a company build an emotional connection with its customers in a crowded market?
Top Takeaways:
Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty.
See them as guests.
Personalize the experience.
Anticipate their needs.
Respond immediately.
Keep them loyal.
The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.
Resilience is important in both personal and professional life. It's about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?”
Recognizing and acknowledging your employees' efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.
Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance.
Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in!
Quote:
"Those who get the customer experience right make it common practice. It's a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers."
About:
Simon T. Bailey is the world's leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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