Amazing Business Radio

Building a Culture Where Customers and Employees Want to Stay   Shep interviews David Fuhr, Sweetwater's Chief Sales Officer. He talks about creating remarkable customer experiences through personalized service, passionate employees, and living the company's core values in every interaction.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does additional generosity impact customer loyalty?  Why is personalizing customer interactions important in today's business environment?  How does a company's culture influence its service and customer retention?  How can companies prevent recurring customer complaints based on feedback analysis?  Why should businesses focus on solving customer issues rather than just addressing problems?  Top Takeaways:    Additional generosity goes a long way in customer experience. It does not have to be expensive or flashy. When you add a small, unexpected touch to a customer interaction, you create a memorable moment. Any brand can show appreciation and stand out by doing a little more than expected. (Sweetwater includes a small bag of candy with every order. Sweet!)  Hiring employees who are truly passionate about what they do makes a big difference. If your team genuinely loves the industry they work in and believes in the products they sell, it shows in the way they interact with and help customers.  Match customers with employees who are genuinely interested in and knowledgeable about the products they sell. This builds trust by creating interactions in which the advice customers receive feels more valuable because it is personalized.   Training never stops. When hiring new employees, equip them with the knowledge they need to excel through immersive training. Once they are working with customers, empower them by providing continuous training that keeps everyone updated and motivated.   Listening to customer feedback leads to better service. Encouraging honest opinions, both good and bad, helps you find out what customers truly care about.  It’s important to have a system for collecting this information and then actually acting on it.   Mistakes are learning opportunities. When something goes wrong, the real test is how a company reacts and focuses on "solving the customer,” not just the problem. Communicate with customers quickly, fix what went wrong, and then look deeper to stop the issue from happening to others.   Plus, Shep and David discuss Sweetwater's emphasis on company culture and community. Tune in!  Quote:   "Additional generosity means doing something a little unexpected for the customers. It is a way of saying thank you for thinking of us and giving us the opportunity to earn their business."  About:    David Fuhr is the Chief Sales Officer at Sweetwater, where he leads the company’s renowned sales team. Since joining the company over five years ago, he has held key leadership positions, including SVP of Customer Experience, focusing on delivering the Sweetwater Difference for both customers and staff.  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

Lessons on Humanity, Technology, and Leadership from a Pioneer of Customer Experience  Shep interviews Bruce Temkin, host of Humanity at Scale: Redefining Leadership. He talks about how AI is reshaping business and why human connection remains essential for both customers and employees.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the difference between customer experience and customer service?  Why is the concept "the customer is always right" often considered misguided?  How can companies benefit from shifting their focus from internal processes to customer-centric thinking?  What role does behavioral science play in improving customer experience?  How is artificial intelligence affecting customer service and employee roles in modern organizations?  Top Takeaways:    Customer experience isn’t just a buzzword or a fancy way of saying customer service. It is not just about the moments where the customer needs help. It is about every interaction throughout the entire customer journey.  Customers are not always right, but they are always the customer. Customers sometimes have complaints or requests that don't align with the business's offerings, especially if they're not the target audience. Treat everyone with respect, even when you can't give them exactly what they want. Even when they are wrong, let them be wrong with dignity and keep the relationship open for the future as much as possible.  Behavioral science helps explain why customers act the way they do, make certain choices, and even how they respond to situations. Knowledge about how humans think and feel is just as essential as knowing how to organize teams or create new products. Understanding human behavior helps leaders make decisions that truly connect with employees and customers.  Success isn't just about financial results, but also about making life better for people inside and outside the company. Leaders who keep the well-being of employees, customers, and communities in mind make decisions that will have a positive impact on everyone.   AI is changing how work gets done, especially in customer service. AI helps humans do higher-level, creative, and caring work. AI can handle simple tasks, so humans can focus on building real relationships and solving complex problems.  Technology creates new opportunities. AI will not replace humans. It will change the type of work that humans do. Just like how the internet created tons of new jobs, AI will reshape the workplace and introduce new careers.   Plus, Shep and Bruce discuss why it is important for individuals and companies to make sure they are always moving towards their "North Star." Tune in!  Quote:   "One of the absolute misguided beliefs is that the customer is always right. They aren’t. All you have to do is look at yourself in the mirror. Everyone's been a customer and not always been right when they've complained or seen a problem."  About:    Bruce Temkin is widely recognized as the "Godfather of Customer Experience," helping to shape customer and employee experience and advising leaders on how to keep people at the center of their organizational processes. He is the host of the podcast, Humanity at Scale: Redefining Leadership.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

How Royal Caribbean Creates an Unbelievable (WOW) Guest Experience  Shep interviews Richard Fain, chairman of Royal Caribbean Group. He talks about his new book, Delivering the Wow, and creating a customer-focused culture through continuous improvement, empowered employees, and attention to every detail.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a hospitality mindset impact customer experience in the service industry?  How can organizations create a culture that motivates employees to go above and beyond for customers?  Why is employee engagement important in delivering outstanding service experiences?  Why is continuous improvement important for building a customer-focused culture?  What is the role of leadership in sustaining a service-driven culture?  Top Takeaways:    Creating an incredible experience starts with a hospitality mindset. It’s not enough for a company just to have beautiful products or spaces. Every employee, from top management to behind-the-scenes team members, must aim to deliver a "wow" experience that gives customers something exciting to talk about with their family and friends.  The hospitality mentality doesn't just belong in a hotel or restaurant. It applies to every business that wants loyal customers. Every single person in an organization has an impact on the customer experience. When every employee, not just the frontlines, is aligned with this mentality, the whole organization can deliver standout experiences.  A “wow” company culture must be lived every day. A strong customer experience culture empowers every employee to work with intention and passion. It makes every member of the team love what they do and inspires others.  When employees are happy at work, they do a better job, and customers notice the difference. The best organizations hire for passion as well as skills.   You can’t improve what you don’t measure. Keeping track of the metrics that matter, like customer satisfaction and employee engagement, gives the team a target to work toward and motivates them to do their best.  Repeat business is the best feedback. High ratings and reviews are great, but repeat business is the best measurement of whether you delivered a “wow” experience that customers want to come back for.  Good enough is not good enough. The most successful teams and businesses push for constant, even dramatic, improvement that makes their customer's experience unbelievably better.   Plus, Shep and Richard discuss the mantras that help Royal Caribbean achieve quantum leaps in delivering “wow” experiences for its customers. Tune in!  Quote:   "Every once in a while, you hear executives say things like, 'It's just part of our DNA.' But culture isn't automatic. It requires intentionality every single day to truly focus on the customer and keep getting better."  About:    Richard Fain is the chairman and former CEO of the Royal Caribbean Group. He is the bestselling author of Delivering the Wow: Culture as Catalyst for Lasting Success. Under his leadership, the company transformed from a small cruise line into one of the most successful and renowned vacation brands in the world.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Collecting and Using Data Ethically to Create Customer Delight  Shep interviews Phyllis Fang, Head of Marketing at Transcend. She talks about the importance of personalization and how companies can ethically collect, unify, and use customer data to create seamless, trust-building interactions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies ethically collect and use customer data without crossing privacy boundaries?  Why is transparency important when asking customers for permission to use their data?  How can brands strike the right balance between personalization and avoiding being perceived as intrusive or "creepy"?  What are the best practices for building trust with customers through data collection and usage?  How does unified customer identity across digital and real-world touchpoints improve the overall customer journey?  Top Takeaways:    Customers are willing to share information, but only if they get something valuable in return. When a company uses customer preferences to recommend something relevant at the right time, customers are more willing to engage. On the other hand, when the connection feels forced or overwhelming, it can make customers stop buying and look for other companies that will respect their trust.  Customers feel better when companies are upfront about what data they’re collecting and how it will be used. When a brand is transparent with why they need information and asks for permission, customers feel respected and safe. Giving customers options about how their data is used makes them more likely to share details.  Businesses should focus on getting only getting the information they need to start doing business with a customer. Then, gradually over time, the business can learn more.   Ethical use of data builds trust. Just because a business can use a customer's data does not mean it always should. It’s important for companies to explain how they use customer information, and to give customers choices. When customers know what’s happening and have control, they are more likely to trust a brand with their information and their business.  Some customers want weekly emails or product updates, while others just want order confirmations or receipts. Give your customers a way to choose the kind of information they receive and how often they want it, and make setting this up easy.  Better business practices lead to loyal customers. When companies focus on giving people what they want, respecting their choices, and treating data carefully, customers become fans who keep coming back.  Personalization isn’t just about online shopping. It can happen in real life too. Imagine walking into a store and the salesperson remembers what you like, what you bought before, and even your favorite colors. This shows how connecting customer history, identity, and preferences creates a great experience both digitally and face-to-face.   Plus, Shep and Phyllis discuss the importance of making sure customers understand what they are saying yes to, such as cookie banners and opt-in forms. Tune in!  Quote:   “When customers share information, they often want control over how and where it’s used. A company needs to respect those preferences and enforce them consistently.”  About:    Phyllis Fang is the Head of Marketing at Transcend, where she helps brands grow through customer trust, personalization, and digital transformation. Before working at Transcend, she drove key product marketing initiatives at Uber and has a strong background in e-commerce and digital marketing.    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

Closing the Gap Between Customer Expectation and Customer Experience  Shep interviews Peter Cross, customer behavior expert, keynote speaker, and author of  Start with the Customer: How to Deliver World-Class Customer Service. He talks about the importance of company culture in delivering amazing experiences and how to close the gap between customer expectations and their lived experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can brands empower employees to deliver exceptional customer experiences?  What are the most common changes in customer expectations in recent years?  How does technology, such as automation and AI, impact customer service delivery?  How can organizations make customers feel valued, even when their requests can't always be fulfilled?  What role should leadership play in promoting a culture of excellent customer service?  Top Takeaways:    Technology may be advancing quickly, but customer needs have stayed the same. Customers still want trust, transparency, inspiration, expertise, and genuine human connection. While new technology like AI and digital experiences can make customer service easier, it's important not to lose sight of what customers truly expect from you.   Modern customers compare every experience they have to the best companies, not just  direct competitors. Brands need to aim for world-class service, no matter the industry, in order to thrive.  Customers are not always right. They sometimes have unrealistic expectations or behave poorly. Regardless, even though employees shouldn't have to deal with unreasonable requests, they should always make customers feel valued and listened to.  Customers come with expectations, whether they say it or not. When there is a gap between what customers hope for and what actually happens, problems can occur. The goal is to always listen to what the customers need and aim to close the gap with every interaction.   Brands don't need to go over the top to close the expectation gap. All brands need to do is what they promised their customers. When customers say, "they are always friendly, always helpful, always knowledgeable," the word "always" in front of all those expectations describes where amazement happens.  Customer service is cultural. It's a team effort. Every person in the organization, from the leadership to the newly hired employees, is responsible for delivering an amazing customer experience.   Customers are willing to pay more for service that is friendly and, more importantly, convenient. Making it easy and pleasant to do business with you should always be a top priority. Convenience and friendliness are more than just nice. They are what keeps customers coming back.  Plus, Shep and Peter discuss more insights from new research by the Institute of Customer Service (ICS) and Start with the Customer. Tune in!  Quote:   "How meeting customer needs may have changed because of technology, but the needs themselves haven't changed at all. They still want to be inspired. They want trust, transparency, and connection."  About:    Peter Cross is a customer behavior expert, consultant, speaker, and the co-author of Start with the Customer: How to Deliver World-Class Customer Service. He is Vice President at the Institute of Customer Service, an Ambassador for the Retail Trust, and a Leader in Residence at the University of Leeds.   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