Amazing Business Radio

• 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 with 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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• Happy Customers Create Happy Employees Featuring Sean Crichton-Browne

  Creating an Actionable Customer-Centric Company Culture  Shep interviews Sean Crichton-Browne, co-founder of Market Culture and co-author of The Human Culture Imperative. He talks about how organizations can drive business success by focusing on building a customer-centric culture of empowered employees.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What's more important, happy customers or happy employees?  How does starting with the end goal of happy customers encourage better customer service?  What role does leadership play in creating a strong culture of customer-centricity?  How can a company's internal culture directly impact the quality of the customer experience?  How does employee engagement influence customer loyalty and retention?  Top Takeaways:    Whenever you're working to improve customer experience, it helps to begin by picturing how you want your customers to feel at the end. Imagine what you want the customer's experience to be. Work backward from your goal, which is happy and loyal customers, and figure out what is needed at every level of the organization to achieve it.  Happy employees create happy customers, but flipping this idea on its head can create great results for your organization as well. Making customers happy can actually make employees feel better about where they work.  It leads to a better work environment that motivates and engages employees.  When customers are satisfied with the product or service, employees don't have to respond to as many complaints or stressful situations, which makes their jobs more enjoyable and fulfilling. Happy customers often give positive feedback, creating a sense of pride for everyone on the team and encouraging even better service. Listen to your customers. Ask them what they want and what's important to them. When you focus on understanding and meeting those needs, you create a connection between leadership, employees, and customers.  Empowering employees, especially those who deal directly with customers, improves the customer experience. When staff can act quickly to solve issues or offer solutions, without always needing a manager's okay, problems get fixed faster, and customers feel seen, heard, and valued.  The stories told inside a company, whether big or small, have a lasting impact on culture. When employees hear about coworkers going the extra mile for customers or leaders making decisions that put customers first, they inspire similar behavior that can be operationalized for consistency.  Plus, Sean shares more "golden nuggets" from his latest book, The Human Culture Imperative. Tune in!  Quote:   "Put the customer at the center of the business and focus on their satisfaction. Because if we don't have a customer, we don't actually have a business."  About:    Sean Crichton-Browne is the co-founder of Market Culture, a company dedicated to helping organizations understand and implement customer-centric cultures. He is the co-author of The Human Culture Imperative: The Leader's Playbook for Innovation and Sustainable Growth.  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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• Why Customers Hate You: Turning Pain Points Into Customer Loyalty Featuring Lance Gruner

  How to Build Meaningful Customer Relationships by Investing in Employee and Customer Experience  Shep interviews Lance Gruner, CX expert, keynote speaker, and author. He talks about the intersection of AI and customer experience, the importance of leadership accountability, and key insights from his new book, 10 Things They Hate About YOU: A CX Playbook for Leaders.     This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does artificial intelligence impact customer service interactions?  Why is it important for business leaders to personally experience their own customer journey?  Should companies be concerned about AI replacing human customer service agents?  How can businesses leverage AI to make customer service agents more effective?  Why do broken processes cause customers to leave, and how can businesses address them?  Top Takeaways:    One of the fastest ways to lose customers is to have processes that don't work as they should.   Leaders need to understand what customers go through every day. The best way to do this is to "walk the property," which means experiencing the company's products or services just like a customer would. By seeing things from the customer's point of view, leaders can spot problems and understand where things fall short.  Artificial intelligence is changing customer service. It can make agents smarter by helping them access relevant information faster and deliver more personalized responses. However, it is important to remember that AI is just a tool, not a cure-all. It is only as good as its programming and the system that it is added into.   Make using self-service easy and inviting. When introducing new technology or self-service options, don't just point customers in the right direction. Lead them there and show them how it works. If a customer needs help, solve their problem first, then take a moment to teach them how they could do it themselves next time.   Customer relationships are built on trust. When companies fail to deliver on promises, like missing deliveries or not solving problems, customers stop believing that the company will take care of them. Long-term loyalty is built on consistency, transparency, and trust.   Investing in training for team members pays off because it leads to better service and happier customers. Make sure they are well-versed with your current processes before adding new steps and technology into their workflow.  Small details send big messages about how much a company cares about its customers' experience. Companies that pay attention to every touchpoint, no matter how minor, such as a friendly gesture or easy-to-find information on a website, earn their customers' respect and trust.   Plus, Lance shares a few of the 10 things they may hate about you and  your brand. Tune in!  Quote:   "When done right, using AI can improve speed and accuracy, help with personalization, and give employees more time to focus on high-value work."    About:    Lance Gruner is a seasoned leader with over 30 years of experience in the customer service and hospitality industries. He has helped global companies such as the Ritz-Carlton and Mastercard deliver outstanding customer experiences.    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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• Creating the Engagement Effect Featuring Steve Spangler

  Transforming Ordinary Customer Moments into the 'Best Day Ever'  Shep interviews Steve Spangler, Emmy award-winning television host, STEM educator, and bestselling author. He talks about his new book, The Engagement Effect, and how leaders, teachers, and businesses can create powerful, engaging experiences that ignite emotional connections, build trust, and inspire action.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can leaders create more engaging experiences for their customers and employees?  How can emotional and intellectual connections drive stronger customer loyalty?  Why is it important for businesses to treat engagement as an experiment rather than a fixed process?  How can leaders and managers inspire employees to deliver exceptional customer service?  How can companies operationalize the "best day ever" experience for both customers and team members?  Top Takeaways:    Engagement is about creating experiences, not transactions. Create an experience that connects emotionally and intellectually with your customers by making them feel involved and valued.   Treat engagement as an experiment. Try new things, see what works, and don't be afraid to fail or make changes. When leaders create a culture where it's okay to try and sometimes fail, employees feel more comfortable contributing and taking risks.   The way you treat your employees and customers shapes their experiences and loyalty. Positive experiences lead to better engagement, while negative ones can create lasting disengagement.  It's not enough to have a great product. What elevates your brand is how you present it. What creates a loyal following is getting people excited, curious, and the desire to be involved.  Allow your customers to help craft their experience. Sometimes, your customers will create powerful moments themselves, and your job is to set the stage and then step back. Invite feedback and participation. Pay attention to what they find most meaningful and operationalize it so that it becomes a part of the typical experience.  Approach leadership with a teacher's mindset. The best leaders don't just tell people what to do. They inspire, guide, and help others discover answers for themselves.  Plus, hear how Steve's viral Mentos-and-Diet-Coke experiments, Chewy.com's famous pet owner story, and more real-world examples bring the engagement effect to life. Tune in!  Quote:   "The engagement effect is when you emotionally and intellectually connect to an experience, and it makes the customer move forward with an action."    About:    Steve Spangler is an Emmy award-winning TV host, STEM educator, and bestselling author. He is known for making science unforgettable through TV, social media, and live demonstrations. With over 4.3 billion video views and years on DIY Sci and The Ellen DeGeneres Show, he has inspired millions worldwide. His latest book, The Engagement Effect: Cultivating Experiences that Ignite Connection, Build Trust, and Inspire Action, is out now.  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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