Amazing Business Radio

• What Makes Customers Trust a Brand Featuring Allyse Slocum

  How Authentic Ratings and Reviews Drive Customer Trust  Shep interviews Allyse Slocum, Vice President of Product & Audience Marketing at Trustpilot. She talks about how customer reviews influence trust in businesses, the importance of authentic feedback, and key insights on consumer review habits and behaviors.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are online reviews crucial for building trust between companies and customers?  How can businesses ensure the authenticity of customer reviews in the age of AI-generated content?  What is considered a credible rating on a 1 to 5-star review scale, and how can companies identify trustworthy feedback?  Is it realistic for businesses to achieve perfect 5-star ratings from every customer, or does this raise concerns about review authenticity?  What are the best practices for companies when responding to customer ratings and reviews, whether positive or negative?  Top Takeaways:   Trust is the foundation of every successful relationship, whether between a company and a customer, an employer and an employee, or between two businesses. Customers are loyal to brands that keep their promises and deliver what they advertise.   Building and protecting trust should be just as important as selling products or services. When a customer's trust is broken, even good customer service can't fix it.    Reviews are like the digital version of asking friends for advice. Before making a purchase, 39% of shoppers read product reviews to decide if something is worth buying. Customers often check reviews multiple times and look for feedback from others before spending money.  Not every review online is real, and many customers worry about fake reviews, both negative ones from competitors and positive ones meant to make a business look better. Technology is getting better and better at identifying and removing fake reviews. Additionally, content integrity specialists make sure that the technology is working and find patterns to detect fake reviews.  Trust can still be earned after a negative review. When a business openly responds to its reviewers, especially those who had a bad experience, it shows they care. A company that replies thoughtfully, tries to fix problems, and says thank you for kind words earns more trust from customers and future shoppers.  The number of reviews and how recent they are play a big role in building trust. Fresh reviews mean that a business is active, while old reviews might make customers wonder whether things have changed.  Customers are more likely to leave a review after a positive experience (56%) than a negative one (38%).   Automating review requests helps collect opinions from all types of customers, not just the ones with extreme feelings. Asking for reviews automatically at key points (such as after a purchase or service) makes it easier to get more feedback. The more feedback you have, the more your ratings reflect the real experience customers have.   Quote:   "Trust is an incredibly important thing that needs to happen between any two parties, whether that is business to consumer, business to business, or even employers and employees."  About:    Allyse Slocum is the Vice President of Product & Audience Marketing at Trustpilot, where she specializes in building trust between consumers and businesses through reviews. She is dedicated to using data and technology to ensure the authenticity of reviews, helping businesses improve and maintain customer trust.  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

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• How AI and Humans Can Be Better Together Featuring Amazon’s Pasquale DeMaio

  From Transactional Service to Relationship Building with the Help of Technology  Shep interviews Pasquale DeMaio, Vice President and General Manager of Amazon Connect. He talks about how Amazon leverages AI and technology to enhance customer service, with  a "better together" approach where automation and human agents work hand-in-hand to create efficient, empathetic, and proactive customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the "better together" approach in customer service technology and human interaction?  How can automation and AI improve efficiency in handling repetitive customer service tasks?  Why is genuine empathy important in customer service, and can technology replicate it?  How does empowering human agents with technology lead to better customer outcomes?  How can customer insights from support interactions drive continuous improvement?  Top Takeaways:   Customer service works best when technology and real people come together. While AI and automation can make things faster and easier, people still want to talk to humans for help with complex or emotional problems.   The goal should always be to use AI to support employees, not replace them. Technology should make it easier for humans to do what they do best: listen, empathize, and solve tricky issues.   It's important to treat every customer with respect and kindness, as you would a friend. Customers want to feel valued, not manipulated, so the best approach is to be sincere by helping them in a way that matches their needs and preferences.  Every interaction is an opportunity to build a relationship and encourage customers to return. Focusing on both solving the issue and making people feel good about the experience creates loyal customers.   Modern tools allow companies to analyze every conversation, not just a few. Every conversation with your customers, whether by phone or chat, is a rich source of information that can reveal trends, problems, and opportunities. This real-time insight can help fix issues faster, spot patterns, and make better decisions to improve service for everyone.  Taking action before problems start, or even before the customer notices there’s a problem, makes for an amazing customer experience. When a customer encounters a problem, contacting them with a new option before they ask for help is an example of proactive service. The best companies work to prevent problems or solve them instantly, making customers feel cared for and stress-free.  AI can make agents' jobs better, not obsolete. AI can handle the boring and repetitive parts of the job, like taking notes or finding information, so people can focus on helping customers. This makes work more enjoyable and lets agents do what they're best at, which is solving problems and building relationships.  The end goal should be more than just fixing a problem. Create a positive memory. Make every interaction with a customer one that leaves them feeling happy, satisfied, and eager to return.  Plus, Shep and Pasquale answer the question, "Can computers fake empathy?" Tune in!  Quote:   "Humans are core to the experience. The end customer is a human being, and often, the main contact they have with a company is through human customer service. Everything we do with technology should be designed to fade into the background and allow any human being to be more effective."  About:    Pasquale DeMaio is the Vice President and General Manager of Amazon Connect, the cloud-based contact center solution from Amazon Web Services. Amazon Connect leverages the same underlying technology that Amazon's own global customer service team uses to manage millions of customer interactions every 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.    Learn more about your ad choices. Visit megaphone.fm/adchoices

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• Embracing AI in Marketing and Customer Experience Featuring Tifenn Dano Kwan

  How are AI-powered Interactions Transforming Daily Customer Experiences  Shep interviews Tifenn Dano Kwan, Chief Marketing Officer at Amplitude. Tifenn talks about how AI and digital analytics are redefining customer experience through hyper-personalization and authentic interactions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What inflection points in technology have most impacted customer experience in the digital era?  What is hyper-personalization?  How has artificial intelligence transformed digital customer experiences?  What future trends in AI could most impact customer service and experience?  Should companies be transparent with customers about using AI-powered services?  Top Takeaways:    Artificial Intelligence has become one of the biggest game-changers for customer experience. It helps companies remove friction, enabling customers to get help faster and solve problems more easily.  Embracing new tech in CX is about finding ways to make life easier for your customers. Moments like the rise of the web, and the growth of AI mark big turning points that companies must adapt to. Being open to change lets businesses create better experiences for customers and stay ahead of the competition.  Customers want to be treated as individuals, not just a number. Personalization, especially when powered by AI, helps match customers with products, recommendations, or solutions that really fit them.   AI can deliver hyper-personalized experiences that keep people engaged and coming back. But, businesses need to remember that personalization that feels authentic and respectful is what really wins customers over.  Customers prefer when companies are transparent, especially about processes that impact their experiences. Modern customers can easily spot fake or insincere messages. Being authentic means communicating honestly and being open about how technology, like AI, is being used to serve them.   Your AI is only as good as your data. If the information going into the system is wrong or messy, the results might mislead both the company and the customer! Good data leads to smart decisions and better customer outcomes.  Whenever there's a major technological change, there's always concern about job losses. While AI can take over some tasks that used to require humans, it also creates new work opportunities. New jobs and skills will be in demand, especially in areas that support or expand what AI can do.   The future of work is about adapting, learning, and growing alongside technology, not competing against it.  Plus, Shep and Tifenn discuss use cases and opportunities for AI to improve the customer experience. Tune in!  Quotes:   "The goal of AI is to remove fiction and deliver delightful, seamless, and outcome-driven experiences for their customers."  "Hyper-personalization is personalization at scale. The more in touch we are with our customers, the more likely we are to drive conversions."  "AI is only as good as your data. If you have the wrong data, then you will have the wrong output. It is going to mislead you. More importantly, it will mislead your customers."  "Embrace what's next. We are going to see significant evolution in the world of AI. Don't be afraid to experiment and test."    About:    Tifenn Dano Kwan is the Chief Marketing Officer at Amplitude. Before working at Amplitude, she was CMO at Collibra, Dropbox, SAP Ariba, and SAP Fieldglass.  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

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• AI-Powered Personalization Featuring Rick Elmore

  How Handwritten Notes Build Customer Loyalty in a Digital Age  Shep interviews Rick Elmore, founder of Simply Noted. He talks about how his company uses advanced handwriting robots and AI to create personalized handwritten notes at scale, to enhance customer relationships and stand out in today's digital world.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies send personalized handwritten notes to thousands of customers efficiently?  How do handwritten notes compare to email and direct mail in terms of open rates?  What is the impact of personalized handwritten notes on customer retention rates?  How does sending handwritten notes help businesses stand out from digital competitors?  How does sending personalized handwritten notes at scale improve employee engagement and morale?  Top Takeaways:    Getting a handwritten note (or one that looks handwritten) instantly makes the recipient feel special and appreciated. When customers receive an envelope with a handwritten address and a stamp, they are more likely top open it. When it includes a personalized message in the form of something tangible, tactile, and written with a pen, they are more likely to keep it.  Personalization builds strong customer relationships. A way that businesses can do this at scale is to use technology like robots that can mimic human handwriting and powerful AI software to create thousands of truly personalized notes.   Handwritten notes have much higher open rates than regular mail. Studies show that almost every handwritten note gets opened, while most promotional letters or emails get ignored or thrown away. When someone sees a real envelope with a stamp and handwriting, it feels personal. This makes handwritten notes a powerful tool for getting attention.  Sending handwritten notes helps businesses reduce customer churn. It is not just about showing appreciation and acknowledging customers, but it can also make them want to stay and keep buying from you. Businesses have found that thank-you notes and anniversary cards help increase loyalty. Even just a simple "thank you" can have a significant impact and keep clients engaged for years.  Authenticity matters with personal messages. In the age of social media, customers can easily take a picture of a personal handwritten note and share it online. Large language models and intelligent software allow you to generate different messages for thousands of customers, each tailored to their interests or previous experiences. This way, no two notes are exactly alike, even if the general message is the same.   The best business opportunities may be in your existing customer base. Instead of constantly chasing new customers, take time to appreciate the ones you already have. Small, personalized gestures can deliver a significant return on investment by building long-term relationships and brand loyalty.  Plus, Shep Hyken and Rick Elmore show how personalization works, sharing examples of successful brands like Chewy using handwritten notes to stand out and strengthen customer relationships. Tune in!  Quote:   "We're drowning in digital noise. What's old is new again. People crave authentic experiences and want to feel valued. A personalized handwritten note is what helps businesses win loyal customers and long-term relationships."  About:    Rick Elmore is a former NFL athlete, an award-winning entrepreneur, and the founder of Simply Noted, a leading U.S.-based handwritten direct mail company. He helps organizations build meaningful human connections with their customers 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. Learn more about your ad choices. Visit megaphone.fm/adchoices

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• Scaling Customer Success Featuring Melissa Puls

  Building Loyalty at Every Step of the Customer Journey   Shep interviews Melissa Puls, Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti. She talks about the importance of customer success, the subscription business model, and how AI is transforming customer experience.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   1.  What is customer success? 2. What is the difference between customer success and customer support? 3. Why is it important to start the customer success process as soon as a deal is signed? 4. What impact does proactive customer service have on customer satisfaction and loyalty? 5. How can businesses use a subscription model to build long-term customer relationships? Top Takeaways:    ·       A business isn’t just about making money. It’s about getting and keeping customers. Profit will result when you serve your customers well.  ·       Customer success is different from customer support. Customer support helps when there’s a problem or technical issue, but customer success aims to keep problems from happening in the first place. Customer success teams work with customers from the beginning of the relationship to make sure they are fully utilizing the features of a product to serve their business. They proactively reach out before issues even become problems.  ·       The renewals don't start when a subscription ends. They begin with the very first interaction, making sure that customers are happy and using the product well from the start. When customers are happy, the decision to keep doing business with you becomes easy.  ·       The best companies try to anticipate issues and reach out before they happen. Checking in, providing helpful information, and teaching customers how to get the most from your product are what create loyal customers.  ·       Companies can use data and technology, such as AI, to spot patterns in customer behavior and predict what customers will need next. By paying attention to how customers use a product and when they might need help, businesses can step in with support before a small issue becomes a big problem. This reduces customer churn by giving them confidence that your team will be there for them when needed.  ·       Delivering a great customer experience takes teamwork across marketing, sales, support, and customer success. All parts of the company need to work together to deliver a consistent, high-quality experience.  ·     Plus, Shep and Melissa discuss how every business, regardless of industry, can successfully adopt a subscription model that keeps customers coming back. Tune in! Quotes:   "Customers buy from other customers. Create advocates in your customer base." "The most exciting thing about customer experience is to be able to correlate and collect information that your customers give you to make their experience better." "Many people confuse customer success with customer support. In reality, customer success is about proactively ensuring customers never need to call support unless there's a genuine technical glitch." "Anticipate your customer's needs before they even know they need it. Use the data and technology like AI to predict issues and churn so that you can get more productive." "The best companies out there put customers at the center of everything they do. That is how they are going to grow today and into the future."   About:  Melissa Puls is the Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti, overseeing the entire customer journey from awareness to renewal. She is focused on helping companies enhance every stage of the 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

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