Amazing Business Radio

Creating an Environment that Employees and Customers Love 

Shep interviews Lisa Nichols, CEO and co-founder of Technology Partners and author of Something Extra. She discusses the importance of employee experience, leadership, and organizational culture in delivering exceptional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What is the connection between employee experience and customer experience? 

How does company culture impact the way customers perceive an organization? 

Why is employee retention important for delivering consistent customer service? 

Why is consistency key to building customer trust and confidence? 

What role does leadership play in ensuring a positive customer experience? 

Top Takeaways:   

How employees are treated within an organization directly impacts how customers perceive and experience the company. When employees feel valued, cared for, and seen, they bring that same energy to every customer interaction. 

Employee tenure is an indicator of a healthy workplace, where people feel fulfilled and are unlikely to leave even when opportunities elsewhere arise. 

The goal for leaders is to provide opportunities for growth that equip employees with the skills to thrive. Then create a work environment they love and don't want to leave.  

Core values must be more than just words on a wall. A great work culture shows up in the hallways, meeting rooms, and customer interactions.  

What happens inside the organization is felt by customers on the outside. The leadership, the organization’s mission statement, and the team must be aligned, because those on the front lines deliver the customer experience. 

People want to know what to expect when they do business with you. Consistent actions and reliable results create trust, which is just as important as product quality.  

The consistency and trust built over time make customers confident that, when mistakes occur, the company will address them openly and make things right. Customers don’t expect perfect performance, but they do expect reliability. 

Successful leaders aren't afraid to ask questions or adopt new ideas. Some of the best lessons come from listening to other people's stories. Leaders who seek feedback and absorb wisdom from others consistently improve. 

Plus, Lisa shares more insights from her book, Something Extra: Uncover Your Strengths. Unlock Your Potential. Unleash Your Impact. Tune in!  

Quote:  

"If we take care of our employees, they're going to take care of our customers, and then our success will follow." 

About:   

Lisa Nichols, CEO and co-founder of Technology Partners, is the author of Something Extra and a top-ranked podcast host, mentoring leaders to embrace the unique qualities that set them apart.  

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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Transforming Repeat Business into True Loyalty 

Shep interviews Lisa Checchio, Chief Commercial Officer at EBG. She talks about how a hospitality mindset that is focused on making customers feel valued and appreciated, builds real loyalty in any industry. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What is hospitality mentality, and how does it enhance customer experience in any industry? 

Are loyalty programs effective? 

Why is customer perception important to business success? 

How do word-of-mouth recommendations influence customer experience? 

How does company culture shape customer experience? 

Top Takeaways:   

We can't talk about customer experience without talking about hospitality. No matter the industry, whether B2B, B2C, or government, the “hospitality mentality” is about making every interaction welcoming and memorable. At its core, hospitality is about making people feel valued, appreciated, and at home, regardless of whether they're a first-time visitor or a loyal customer. 

A great customer experience comes from intentionally designing interactions that help people feel seen, heard, and comfortable. It's no longer just about products or services. Brands need to focus on making things easy for customers and creating genuine human connections, even in digital channels, so that every touchpoint feels welcoming and personal. 

Focus with the end in mind. What matters most is how your customers feel and what they say about your brand when they leave.  

Most loyalty programs are discount programs. The problem is that customers become loyal to the perks rather than to the company. So when the loyalty program is changed, or another company offers a better reward, customers walk away because they do not have a relationship with the brand. 

Loyalty programs should go beyond points or discounts. True loyalty is built on relationships and trust. Customers return when they feel an emotional connection, not just because of rewards or perks. 

A culture of hospitality starts inside the organization. Every employee, not just those in customer-facing roles, impacts the customer experience. A strong internal culture, from the frontlines to behind the scenes, helps create a consistent, welcoming experience that reflects the company’s values. 

Find ways to make your online or digital experiences as welcoming and personal as face-to-face interactions. Even as digital tools make things more efficient, people still crave human touch and connection.  

Plus, Shep and Lisa discuss why word of mouth inspired by amazing experiences is the most powerful marketing a brand could have. Tune in! 

Quote:  

"Loyalty is not just a program. It’s a relationship. We can't expect customers to be loyal simply because we ask them to. Loyalty is earned through trust. We need to give them reasons to stay and reward them for being ambassadors who share our brand with others." 

About:   

Lisa Checchio is the Chief Commercial Officer at EBG. She oversees entertainment, travel, and shopping platforms that create valuable experiences and savings for employees and members. 

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 Intentional Leadership Creates Customer Experience Alignment 

Shep interviews Jeannie Walters, Founder of Experience Investigators. She talks about why intentional leadership and a clear customer experience mission are essential for building proactive customer experiences in today's AI-driven world. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Why is it essential for companies to define their customer experience mission statement? 

How can organizations align their mindset and strategies to improve the customer journey? 

How can artificial intelligence amplify both positive and negative customer experiences? 

Why is every customer complaint considered a cost center for businesses? 

How does proactive customer experience lead to profitability? 

Top Takeaways:   


Experience is everything in today’s competitive environment. By defining a clear customer experience mission, leading with intention, using proactive strategies, and thoughtfully utilizing technology, organizations can create memorable experiences that keep customers coming back. 


Organizations often have good intentions around customer experience, but real results come from intentional leadership. It's not enough to simply want to serve customers well. The mindset, strategy, and discipline of leadership must be aligned to drive consistent outcomes. 


You can't deliver what you don't define. Every organization needs a customer experience mission statement. Because if we are not aligned, we will rely on judgment calls based on individual values and backgrounds, leading to inconsistent customer experiences. 


The customer experience mission statement is all about the heart of the organization. It is not about the products, but about what we are doing with them to improve our customers' lives and businesses. It should answer two questions: Who are we to our customers, and how do we show up for them, no matter what? 


Many companies operate in a reactive mode, resolving issues only when customers complain or ask for help. This is costly and inefficient. Proactive customer experience is intentional and designed to help prevent problems before they happen, turning customer experience into a growth driver rather than just a cost center. 


Failing to address recurring customer complaints costs organizations time and money. Customer support teams should use complaints as signals on what elements of the customer's journey need improvement. 


Artificial intelligence is a powerful tool, but it’s not a strategy in itself. It amplifies whatever processes and experiences are already in place. If organizations automate bad processes, they simply amplify customer frustration. AI should be thoughtfully integrated to enhance the customer journey, not just to reduce costs. 


Jeannie offers early buyers an exclusive invitation to her book club, a companion booklet, and advance access to chapters of Experience is Everything. Check it out at experienceiseverythingbook.com. 


Plus, Jeannie and Shep treat listeners to more insights from Experience Is Everything. Tune in! 

Quote:  

"Every complaint is a cost center because it could mean extra resources are spent on problem-solving instead of growth." 

 

About:   

Jeannie Walters, CCXP, CSP, is the Founder of Experience Investigators, an award-winning customer experience expert, author, and keynote speaker. 

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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The Impact of AI Voice Technology on Customer Engagement 

Shep interviews Alex Levin, CEO and co-founder of Regal. He talks about how AI-driven voice technology is transforming customer experience by making brand interactions more personal, efficient, and human-like. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

How is AI revolutionizing voice-based customer interactions in modern contact centers? 

What are the advantages of using voice over text for customer engagement? 

How can AI-powered agents improve customer satisfaction and retention rates? 

What role does personalization play in building a strong customer experience? 

How are businesses leveraging new technology to proactively reach out to customers? 

Top Takeaways:   

AI-powered voice technology is creating customer experiences so lifelike that they're almost indistinguishable from human agents. This is not created to deceive customers but to provide great experiences, and with the transparency that should come with interacting with AI. 

Despite all the advancements in texting, chatbots, and automation, the majority of customers still prefer to interact by voice, especially when they have complex or urgent issues. Since humans often think and speak faster than they type, voice interactions allow customers to have richer, more nuanced interactions with the brands they do business with. 

AI-powered agents can remember every detail of a customer's history and use that to solve real-time problems. They can predict needs and personalize conversations at scale. This level of personalization is reminiscent of the “good old days” when support and sales agents knew their customers personally, but at a scale that wasn’t possible before. 

Building trust with AI often happens within the first ten seconds. Transparency about when customers are interacting with AI is important. The most successful AI experiences are those that match or exceed human-level service, especially in building trust and rapport. 

The cost for businesses using AI for customer support has drastically decreased. This opens new opportunities for businesses to reach customers they were unable to serve before. More than just a cost-cutting tool, AI is a tool for growth. 

Current AI agents can independently handle about 97% of customer interactions across complex industries such as banking, insurance, and healthcare. Customers are already responding to positive AI experiences by becoming more loyal and trusting of those brands.  

Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in! 

Quote:  

"The easiest way to engage with a brand when you're in the moment of need is voice. You talk faster than you type. When you have an issue, like your credit card being used incorrectly or a missed delivery, you want to talk on the phone, not type it out.” 

About:   

Alex Levin is the CEO and co-founder of Regal, a company that helps enterprise brands reconnect with customers through AI-driven voice and text experiences. His approach centers on building trust and improving outreach, enabling brands to drive revenue through more timely, personal engagement. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Elevating Customer Support Teams with Smart AI Integration 

Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What impact does self-service technology have on customer satisfaction? 

How can AI self-service and human support work together effectively?  

What drives customers to switch companies due to poor self-service? 

What makes customers more forgiving of mistakes by human agents than AI systems? 

Why should businesses view customer service as a revenue center rather than a cost center? 

Top Takeaways:   

Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. 

California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results. 

AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents. 

The customer support department is a revenue center. Delivering consistently excellent experiences leads to higher retention rates, repeat business, and positive reviews.  

Customers of different ages have distinct preferences for how they interact with support. Older customers lean towards phone support, while younger generations prefer chat or digital channels. But both demographics still want the assurance of being able to call a support agent if their problem isn’t resolved online. 

Leading companies like Amazon have set the standard for customer support by combining AI for routine tasks with proactive escalation to human agents when needed. They have created a seamless customer experience by enabling quick, easy connection with knowledgeable support agents and avoiding the need to repeat themselves to get their issue resolved.  

Regular customers sustain and grow a company. Regular customers drive steady revenue and are typically the brand's biggest advocates. 

The future of customer service lies in integrating effective technology with empowered employees. Companies that invest in effective digital solutions and well-trained customer specialists are best positioned to create positive experiences, adapt to customer preferences, and succeed in a competitive marketplace. 

Effective customer support isn’t rocket science. The technology exists today to empower both businesses and consumers with choice and flexibility, and it is more affordable than it was five or ten years ago. The real differentiator is the willingness to implement these solutions and put the customer’s needs first.  

Quote:  

"One of the great mistakes tech companies make is we talk too much about features and don't talk enough about our customers."  

 

About:   

Sam Wilson is the Chief Executive Officer of 8x8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8x8, including Chief Financial Officer and Chief Customer Officer. 

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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