Amazing Business Radio

Leadership, Ownership, and Customer Trust 

Shep interviews Sam Silverstein, founder of The Accountability Institute®. He talks about building a strong, no-excuses culture that starts with leadership and impacts both internal and external customers. 

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

Why is ownership and accountability so critical in resolving customer complaints effectively? 

How can companies build a no-excuse culture in their teams? 

How can leaders set the standard for accountability in customer service? 

What’s the difference between a tactical and a relational commitment in serving customers? 

How does internal company culture affect the service customers receive externally? 

Top Takeaways:   

The "No Excuses for a Day Challenge" encourages individuals, teams, and entire organizations to commit to going one full day without making any excuses. It is about creating awareness of how often we may unconsciously make excuses and shifting the focus on taking ownership and responsibility. 

A "no excuses" culture starts at the top. Accountability is inspired. If a leader is not leading by example, it is difficult to expect it from the rest of the team.  

Excuses like “It’s our policy” or “It’s not my department” don’t just annoy customers. They cost businesses money.  

When something goes wrong, acknowledge it, apologize, explain what happened, take accountability, and share specifically what will be done to resolve it. These five steps help shift the focus from excuses to accountability, taking action, and rebuilding trust. 

Building an accountability culture isn’t just for the frontline. Everyone in the organization needs to own their part in serving both internal (their team) and external customers. 

How employees are treated within an organization is felt by customers on the outside. Employees cannot be treated poorly and then expected to deliver exceptional customer experiences. 

Plus, Sam shares more insights from his latest book, No Excuses for a Day: The One-Day Challenge That Will Transform Your Life, Relationships, and Organizations. Tune in! 

Quote:  

"Service is an honor. Even if an issue does not belong to my department, if there is an opportunity to make something right for the customer and make them smile, it is an honor to make them happy." 

About:   

Sam Silverstein is the founder of The Accountability Institute® and creator of the Fractional Chief Culture Officer™ program. He is the author of 15 books, including No Excuses for a Day. 

 

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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A People-First, Tech-Enhanced Approach to Customer Care 

Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences. 

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

How can balancing technology and personal interaction improve customer loyalty? 

How does a strong internal culture impact the overall customer experience? 

Why is it important to offer customers a choice between AI tools and human interaction? 

How can handwritten notes or personalized follow-ups boost brand loyalty? 

How are emerging technologies like AI used to support, not replace, employees? 

Top Takeaways:   

Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues.  

While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty. 

While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems. 

When it’s possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can relate to customers on a more personal level, anticipate needs, and respond to unique local situations with empathy.  

An organization's internal culture directly impacts the customer experience. When companies invest in their teams, employees become more engaged and committed to the company’s mission.  

Low employee attrition and high job satisfaction translate into more engaged agents who use their experience and empathy to better serve customers and contribute to a strong, positive brand reputation. 

Personal touches like sending handwritten or personalized cards after customer interactions make a lasting impression. Even when automation is used to scale these efforts, cards that reference specific details from the customer's experience strengthen the sense of genuine care and appreciation that employees and companies have for them. 


The State of Customer Service and CX study shows that most customers prefer to use the phone to resolve issues, especially when something goes wrong. This preference cuts across generational lines and is even more needed for emotional or complicated customer concerns. Even though self-service solutions boost efficiency, providing an easy way to speak with a real person when automation is not enough prevents frustration with impersonal digital-only solutions. 

Customers love to do business with companies that contribute to their communities and support local causes. When companies are transparent about their community engagement, whether it’s through financial contributions or volunteering, it not only makes employees proud to work there but also builds trust within the community. 

When leaders consistently embody the business's values and mission and actively support both customers and employees, the effects are felt throughout the organization. Employees become brand ambassadors, invested not only in day-to-day tasks but also in the company's larger purpose. It creates a workplace where employees want to stay, and customers want to do business.

Plus, Jenni shares how Gas South has earned thousands of outstanding 5-star Google reviews. Tune in! 

Quote:  

"Embracing technology is important, but customers should always have the choice to speak to a human when they need to." 

About:    

Jenni Hawkins is Vice President of Customer Care at Gas South and has previously held leadership roles at Delta Air Lines, CBORD/Roper Technologies, and Delta Community Credit Union. Since 2021, Jenni Hawkins has helped Gas South achieve record customer satisfaction and thousands of 5-star Google reviews. 

 

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 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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