Amazing Business Radio

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How can technology aid in creating personalized customer experiences for businesses? How does personalization impact purchasing decisions? What role does data play in predicting and understanding customer preferences? What are some ethical considerations when using AI and technology for customer interactions? How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them? Top Takeaways:   Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience. Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service. The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs. To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.” Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer's preferences and history with the brand. Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in! Quote:  "We have to think about how we will use AI responsibly and ethically and not introduce unintended consequences or bias." About:   Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage 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.   Learn more about your ad choices. Visit megaphone.fm/adchoices

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? Why should organizations prioritize creating special and unforgettable experiences for their customers? Top Takeaways:   Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers. Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it's dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly. By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service. Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand. Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base. Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in! Quote:  "When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans." About:   Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert. 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

A Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve? What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? How can a company create a culture that values giving back and community involvement? Top Takeaways:   Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company's performance. The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands. Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact. The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business. Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community. Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in! Quote:  "Take care of your employees first, and then take care of your customers. Every decision should be made through the lens of showing them that we have their back." About:   Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic. 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 Your Business and Customer Experience Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail? What role does gaining true senior executive alignment play in the success of transformative initiatives? Top Takeaways:   A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. Effective leaders communicate their vision clearly. They use techniques including writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it. Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization's mission and vision, leaders create a unified and empowered workforce. Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration. Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition. Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. Tune in! Quote:  "The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve." About:   John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era, is available today. 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

Identifying and Eliminating Friction for Your Customers and Employees Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience. Top Takeaways:   If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences. A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience. Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success. Executives and company leaders should immerse themselves in their company's customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business. Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth. Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in! Quote:  "Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service." About:   John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018. 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 Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences. This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:  How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service?  Top Takeaways:   ·Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding. ·Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents. ·Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. ·When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support. ·While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience. ·Plus, Shep and Venk discuss findings from the CX Buyers' Insights Report, revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in! Quote: "Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand." About: Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions. 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 Latest Trends in Customer Loyalty Programs Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer's purchasing decision? How can companies effectively track and utilize customer data to drive loyalty? What role do customer experiences and rewards play in loyalty programs? Top Takeaways:   Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives. Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention. Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price. Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty. Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in! Quote:  "Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today's loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing." About:   Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards. 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

Committing to Customer Centricity Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Why must organizations facilitate conversations geared towards improving the customer experience across various departments? Top Takeaways:   Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company's mission and values to ensure consistent results. Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience. Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer's perception of the company. Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company's operations. It requires alignment with the company's values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence. Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It's not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively. Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in! Quote:  "Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA." About:   Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He's also co-author of the best-selling book, Smart Customers, Stupid Companies, and his latest, Experience Rules!, which he wrote with Diane Magers. 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

Generative AI's Impact on Customer Service and Employee Empowerment Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry. Top Takeaways:   Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business. AI can help us know what data we have and what data we need. Despite AI's advancements, it's important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios. As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI's capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees. With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience. Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in! Quote:  "If you can't measure it, you can't improve it." About:   Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance customer experience. 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

Creating a Culture of Extreme Accountability and Elite Performance Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career. Top Takeaways:   Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode! Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. Elite performers in both fields recognize that mindset is the trigger that determines choices and results. Extreme accountability is seeing beyond the current circumstances and committing no matter what. Accountability isn't about assigning blame. It is assuming responsibility for one's decisions and actions. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. A victim mindset can hinder personal and professional growth. The victim mindset is characterized by minimizing responsibility and blaming external factors. Elite performance is achieved through an accountability mindset. This means consistently choosing actions and behaviors that align with your goals and long-term success. Recognize the temptations of short-term payoffs and their negative impact on your long-term achievements. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success. Shifting from a victim mindset to an accountability mindset is critical to elite performance. It's a matter of choosing the dominant mindset that determines the course of one's performance and career over time. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers. Art Turock has a gift for Amazing Business Radio listeners that will help them demolish excuses and invite accountability. Download 6 Self-Coaching Questions to Transform Your Life for free. Plus, Shep and Art discuss why leaders need to "stop holding employees accountable" and what they recommend to do instead. Tune in! Quote:  "If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you're in a different career pattern. All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices." About:   Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in "sustaining exceptional performance." His books, Getting Physical: How to Stick With Your Exercise Program, Invent Business Opportunities No One Else Can Imagine, and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions, are 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