Turning Customer and Employee Feedback into a Strategy for Success 

Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence. 

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

Top Takeaways:  

Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.  

While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.  

IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score. 

Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers. 

When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers. 

Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.  

IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester.  This helps personalize and continuously improve every student’s journey. 

Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future."  

Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in! 

Quote:  

"You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action." 

About:   

Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees. 

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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Empowering Employees to Meet Customer Expectations 

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

Top Takeaways:   

Creating a strong workplace culture is crucial for providing excellent customer service and experience. What is felt by the employees inside a company will be felt outside by the customers. That’s why empowering employees and focusing on customer satisfaction should be built into every part of the company’s culture. 

It is impossible to go above and beyond in every interaction with a customer. However, simple gestures like writing a note or responding to a customer's email quickly can create lasting impressions on customers. These WOW moments may be small, but they can become part of the culture when encouraged consistently throughout the organization. 

Eric also shares the five key factors for employee engagement. 

Strong relationships: Connection matters. When employees have strong relationships with each other, they’re more likely to build great connections with customers. 

Clear expectations: When goals and expectations are clearly communicated, they create a consistent customer experience. 

The right tools: Employees must be equipped with tools and information to achieve the desired outcome. 

Opportunities for growth: How does the organization help employees grow personally and professionally?  

Recognition: Recognize and reward excellence. 

While many organizations focus on mitigating negative feedback, it's also important to celebrate positive interactions and find a way to operationalize them so that they become a part of the culture. 

An important part of addressing customer complaints is understanding the employee's viewpoint before making assumptions or taking corrective actions. This prevents employee frustration and promotes a supportive work environment where they feel valued and heard.   

While the phrase "the customer is always right" is well-known, the customer is not always right, but they're always the customer. Let them be wrong with dignity and respect. However, there are customers whom you can fire if they are abusive toward employees. 

Did we live up to our promise? This is an important question because we make a commitment to our customers at the beginning of their journey with us. This commitment is the reason why they choose to do business with us instead of our competitors. This promise must be clear to our employees across the organization to ensure we deliver what our customers expect from us.  

Plus, Eric D. Stone shares the story of Johnny the Bagger and how his WOW moments can be operationalized into the company culture. Tune in! 

Quote:  

"Be mindful of how you handle negative feedback. Track those moments, watch for patterns, and bring your team together before small issues become bigger problems."  

About:   

Eric D. Stone is the author of the award-winning book Jumpstart Your Workplace Culture. Before founding Clear Path Ventures, he had a successful twenty-six-year career at Enterprise Holdings.  

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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The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience 

Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes. 

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

Top Takeaways:   

• As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.  

• In Shep’s recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.   

• Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don't trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor. 

• Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen. 

• Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers' expectations ethically. 

• Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy. 

• According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth. 

• Plus Shep and Isabelle discuss more insights from Qualtric's free report, Unlock the Potential of AI-Enabled CX. Tune in! 

Quote:  

"Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to."   

About:   

Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy. 

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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The Four Pillars of a Known and Trusted Brand 

Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors.  

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

Top Takeaways:   

• The more you know what your customers want, the better you can serve them. Your customers’ questions help you understand what they want, including their fears and concerns.  

• Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience. 

• Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers. 

• Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business. 

• Marcus shares The Four Pillars of a Known and Trusted Brand: 

• Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in! 

Quote:  

"80% of the buyer's journey is done before they fill out that form on your website or call you. If you want to win during that period, you can't be like everyone else." 

About:   

Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, 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.

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Building Emotional Connections and Customer Loyalty 

Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service.  

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

Top Takeaways:   

• The “hospitality mentality" is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer's experience from good to amazing.  

• Customer service is not just about technical execution. Customers resonate with the "soft side" of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back.  

• An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer's emotional needs, you can generate repeat business and nurture loyalty within your customer base. 

• Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences.   

• Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience. 

• Kindness can be the golden rule in any industry. It's a simple yet overlooked way to enhance customer and employee interactions and build loyalty.  

• Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team's performance. It improves employee morale and connects with customers, making everyone feel appreciated and special. 

• Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in! 

Quote:  

"If you've worked in a restaurant, you can work anywhere." 

About:   

Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. 

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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Designing Effortless Customer Experiences 

Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences. 

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

Top Takeaways:   

• Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It's about being knowledgeable, reliable, and meeting customer expectations.  

• Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.  

• Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.  

• Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.  

• One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.  

• Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask. 

• Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in! 

Quote:  

"Because many customer experiences are now digital, you're not just competing with others in your industry. You're up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations." 

About:   

Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers.   

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 to Overcome Mediocrity in Business and Customer Service 

Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation. 

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

Top Takeaways:   

• Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.  

• The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for 'average' performance. 

• Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take "big bets" that lead to breakthroughs. 

• Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone. 

• Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent. 

• Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.  

• Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in! 

Quote:  

"I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive."  

About:   

John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)  

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 AI Can Make Customer Service Seamless and Effortless 

Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities. 

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

Top Takeaways:   

• In customer service, "boring" means delivering consistent, reliable service without any issues or drama.  

• Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.  

• Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours. 

• Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market. 

• Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.  

• AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.  

• Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in! 

Quote:  

"Customer service should be so good that it's boring." 

About:   

Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI. 

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 Investing in the Right Technology Can Transform Customer Experience 

Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services. 

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

Top Takeaways:   

• To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.  

• With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. 

• AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.  

• Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.  

• Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. 

• The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive. 

• Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!  

Quote:  

"When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions." 

About:   

Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent 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. 

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How Customer Complaints Impact Loyalty and Retention 

Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue. 

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

Top Takeaways:   

• Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers. 

• It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue. 

• Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees. 

• Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings. 

• There's value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues. 

• Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!  

Quote:  

"When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they'll tell their friends about your business.” 

About:   

Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints. 

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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