Amazing Business Radio

• Samsung's Speed, Simplicity, and Service Featuring Mark Williams

  How Samsung Turns Customer Service Calls into Opportunities for Customer Delight  Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a brand turn customer service interactions into opportunities for brand loyalty?  What are the benefits of proactive customer service?  How does smart technology enhance the overall customer experience?  What role does customer feedback play in improving the overall service experience?  How can artificial intelligence enhance the role of customer service agents?  Top Takeaways:    Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand.  Customer service shouldn't just be about fixing problems. It should also be about preventing them. Customer care doesn't always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung's smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad.  Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family.   Mark also shares his three core principles: Speed, Simplicity, and Service.  Speed: Reduce the time it takes to fix a customer's issue. The sooner you solve the problem, the happier and more loyal your customers become. (In the U.S. Samsung's repair network now covers 99% of the U.S. for consumer electronics, and 81% of Americans are within just a 30-minute drive of same-day mobile service.)  Simplicity: Remove confusing policies, eliminate unnecessary steps, and actively listen to employees and customers for ideas on how to simplify processes.   Service: When you design experiences that put customers first, understand their needs, and effectively solve their issues, you will attract lifelong customers who will continue to buy from you because they know they can trust you, even when something goes wrong.  Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers.   AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy.  Customer service is an income-generating department. Reliable products are important, but it's the extra mile in service that makes people choose to do business with a brand again and again.   Plus, Mark shares why more than half of Samsung's customer care team in the U.S. has been with the company for over 10 years. Tune in!  Quote:   "Get to customers quicker and solve their problems before they even know they have a problem."    About:    Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently.    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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• The Ecosystem of Customer Relationships Featuring Ryan Hamilton

  Navigating Multiple Customer Segments, Needs, and Expectations  Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does customer segmentation impact how customer experiences are designed?  How can businesses navigate conflicts between different customer groups seeking unique experiences?  In what ways do ideological differences between customers influence brand experience?  Why is it important for companies to continually adapt their customer experience as their customer base grows?  How do influencers impact customer behavior?  Top Takeaways:    Some companies believe that they are only serving one type of customer. In reality, there are often several segments with different needs and expectations. Take Disney, for example. They serve both families with kids and “Disney adults”—grown-ups who love the Disney experience just as much. Each group may be looking for something different, but both are important to the overall customer experience.  Companies need to recognize how different customer groups impact the business and how they interact with one another. When companies do not understand the different customer segments that they serve, they risk accidentally leaving one group out (and losing their business) or even creating conflict between groups.  One way to keep different customer groups happy is to design experiences just for them, even if they are sharing the same space. Depending on your type of business, this could mean creating special areas, offering different products, or even building new locations with certain features in mind.   As a business grows, so will its customer base. This means adjusting and innovating to meet the diverse needs and expectations of their customers. Successful brands continually evolve to attract and serve new customers without compromising the identity that initially drew their original customers.  Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience. Brands need to be willing to listen to customer feedback and adapt accordingly. Good communication and flexibility show customers that their opinions matter.  Customer segments and expectations evolve. What works for a brand today might not work tomorrow. Brands need to continually monitor how their different customer segments change and interact with each other, and be ready to adjust products, services, and experiences to keep everyone happy.  Plus, Shep and Ryan discuss how influencer and follower relationships drive trends and customer behavior. Tune in!  Quote:    "Serving one customer segment is challenging enough, but when you have multiple groups wanting different things, you're managing a whole ecosystem where you need to keep each customer happy."  About:    Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University's Goizueta Business School. He is the co-author of The Intuitive Customer and the co-host of a podcast with the same name. His new book, co-authored with Annie Wilson, The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things, is now available on Amazon.    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 Happy Employees Mean Happy Customers Featuring Ryan Minton

  How Positive Leadership Transforms Workplace Culture and Elevates Customer Experience  Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What practical benefits come from creating an uplifting workplace culture?  How does a hospitality mindset improve customer service across different industries?  What impact does leadership have on employee morale and customer experience?  How does positive leadership help reduce staff turnover in customer-facing roles?  In what ways does an employee's mood affect customer interactions?  Top Takeaways:    The hospitality mentality is not just for hotels and restaurants. It is valuable in every industry because it sets the bar for the customer experience standard. It teaches every employee to always show care, gratitude, and kindness no matter what industry they work in.  A heartfelt "thanks for coming in today" can make a real difference in someone's mood and attitude. It is a simple yet powerful statement that leaders can say to make their employees know that they matter. When employees feel appreciated, they're more likely to enjoy coming to work and give their best. It creates a workplace where people want to come, stay, and grow.  Every employee becomes the face of your brand the moment they interact with your customers. When they are not happy at their jobs, customers feel it. High turnover and unhappiness can hurt customer satisfaction, so making sure that employees are engaged, equipped, and fulfilled helps create positive customer experiences.   Strict policies can sometimes get in the way of the human aspect of customer service. When employees are trusted to handle situations as they see fit, they feel empowered to do their jobs. Employees need to grow through training and be equipped with the right tools so that they can use policies as guidelines while exercising common sense to meet each customer's unique needs.   Happy employees lead to happy customers, and happy customers come back. Invest in people through appreciation, empowerment, and uplifting leadership.  Loyalty programs and perks can encourage repeat business, but truly memorable companies don't rely on them alone. Being helpful, friendly, and uplifting is the best loyalty program you can offer. When people feel good about you, they'll keep coming back, with or without loyalty programs.  Plus, Ryan shares the "balloon effect" and how it can elevate customer and employee experiences. Tune in!  Quote:   "Good old-fashioned customer service is just good old-fashioned hospitality. So many brands look to the hotel industry because it has become the standard for customer service."     About:    Ryan Minton is a Best-Selling Author and Keynote Speaker with over 20 years of experience leading world-class hospitality brands. He is the author of Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customer Service is Alive. His upcoming book Uplifted! The Remarkable Power of Positive Leadership on Frontline Teams launches June 10th.    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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• Building Brand Reputation Through Customer Experience Featuring Ray Titus

  Maintaining Consistent Customer Service Standards Across Every Location  Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses maintain consistent customer service across different industries?  How does staff training influence customer satisfaction?  How does community involvement enhance customer loyalty?  Can one employee's actions shape the reputation of an entire franchise network?  How does embracing technological change improve customer experience?  Top Takeaways:    Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.   Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It's this consistency that builds trust and a strong reputation over time.  Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive.  Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the "CEO of the Moment" because a single moment can make or break the brand's reputation.   Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes "the most popular person in town," people will go out of their way to support it.  Training isn't something you did. It's something you do continuously and consistently. It isn't just about teaching people how to do their jobs. It's about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business.  Examine every touchpoint in a customer's journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers.  Plus, Shep and Ray talk about Will Guidara’s concept of "unreasonable hospitality" that can be applied to all businesses, in every industry. Tune in!  Quote:   "Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization's reputation."  About:    Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.      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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• What Customers Really Expect from Brands Featuring Kenji Hayward

  Building Trust with AI in Customer Support  Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the top expectations customers have from brands? What role does AI play in enhancing customer interactions and support?  How many bad experiences does it take before a customer stops doing business with a company?  Why is it important for companies to use their products?  Is there a difference between how businesses and customers perceive good response times?  Top Takeaways:    Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.    The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts.  The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate.  Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn't working, there is an easy way to reach a real person.  Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used.  Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.   AI has gotten much better, faster, and cheaper in the last few years. It's easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won't matter if you don't have the foundations of good customer service, like empathy, transparency, speed, and convenience.  Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in!  Quote:   "Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified."    About:    Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support.  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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