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C-Suite Success Radio

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C-Suite Success Radio

Sharon Smith, Executive Coach and CEO at C-Suite Results & C-Suite Radio

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If corporate success is your goal, C-Suite Success Radio offers you informative interviews with experts that will help you shorten your learning curve and accelerate your momentum to higher achievement. All of our topics and guests are aimed to help you achieve the goals you have set for your organization and for you as a leader, but more importantly to help accelerate the pace of your success.
 
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Amazing Business Radio

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Amazing Business Radio

Shep Hyken & C-Suite Radio

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Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety ...
 
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show series
 
Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Siggelkow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to cust…
 
Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience. The Interview with Jill Nelson: The driving force behind good customer service should be human engagement and connection. Technology can allow employees to be more helpful, but it sh…
 
Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture; and the most effective work cultures for customer service. In Shep’s opening monologue, he talks about the difference between a repeat customer and a loyal customer. The Interview with Karen Jaw-Madson: Karen’s book, Culture…
 
Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.” In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell: Any and every company should consider implementing a subscri…
 
Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. The Interview with Mike Grande: Focus on a simple growth philosophy: to grow your business one customer at a time. If you do your job right…
 
Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive …
 
Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.” The Interview with Jeff Nicholson: Practically every industry is experiencing a shift to self-service. The result is that previously unknown points of friction are being e…
 
Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service, and Jeff offers immediately applicable advice on how to improve your customer service. In Shep’s Opening Monologue... He discusses the importance of caring for your employees so they can better care for …
 
Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue... He discusses the pros and cons of chatbots. The Interv…
 
Fostering Good Customer Service Habits to Make Your Business Stand Out Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits, which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience. In Shep’s Opening…
 
Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue... He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins: Core values can work like a filter to influence every decision…
 
Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. In Shep’s Opening Monologue... He discusses the importance of creating a custo…
 
Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue... He discusses the best way to get customer feedback. The Interview with Jeff Robbins: Customers are better informed about bot…
 
Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue... He talks about the best ways to handle negative online reviews. The Interview with Martha Brooke: The way many ratings systems …
 
Shep Hyken interviews Jon Ferrara. They discuss his company Nimble, the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue... He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesi…
 
Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans, and their approach to providing high quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention. The Interview with Brian Sprinkle: It costs 5 to 7 times…
 
Shep Hyken interviews Ryan Minton. They discuss his new book, “Thanks for Coming in Today,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. In Shep’s Opening Monologue... He discusses current trends in the digital customer service world. The Interview with Ryan Minton: Having employees with a…
 
Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes. In Shep’s Opening Monologue... He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.…
 
Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue... He gives advice on h…
 
Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue In Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers. The Interview with Claire Boscq-…
 
Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue Shep’s opening monologue addresses the question of how new technologies have changed--and haven’t ch…
 
Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. Top Takeaways: The workforce industry is migrating to the gig…
 
Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. TOP TAKEAWAYS: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop le…
 
Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. TOP TAKEAWAYS: Shep’s Opening Monologue: In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing …
 
Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough. Shep Hyken’s opening monologue is about consistency. Three important points: Your product has to meet the customer s ne…
 
Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. Top Takeaways: The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re t…
 
Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Poi…
 
Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways: We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter. Use technology to remove tedious tasks you don’t want to do, and let…
 
Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite lev…
 
Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery. Instead,…
 
Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions. Top Takeaways: If you focus on improving the customer a…
 
Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. Successful organizations with great employee engagement and culture …
 
Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. Top Takeaways: Sean defines being customer-centric as, “Consistently listening to customers and empowering you…
 
Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted! Top Takeaways: 6 Convenience Prin…
 
Top Takeaways: Doug shared five traits that can improve your customer service skills in 30 days or less. He calls them the Nice Guy 30: Return Every Phone Call Return Every E-Mail Deliver Every Promise Be on Time, Every Time Connect Twice a Day A Journey Map is the representation of the entire customer experience, from their first interaction with …
 
Take Time to Properly Motivate Your TeamShep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday (https://www.amazon.com/Crave-Enhance-Employee-Motivation-Minutes/dp/0979587514). They discussed how to replicate your best people and give them the happiness and motivation …
 
National Customer Service Week Is About Customers AND EmployeesShep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture.TOP TAKEAWAYS:•…
 
On this weeks episode of C-Suite Success Radio, your host Sharon Smith interviews Michael Houlihan, founder, former President and CEO of Barefoot Wine and NYT’s Bestselling Author. Michael shares his story of starting Barefoot Wine and the entrepreneurial spirit that allowed the company to go 10 years with no turnover. You will learn how Michael de…
 
How to adopt a hospitality mentality within your organization.Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality”, how to hire good people and ways to reduce employee turnover.TOP TAKEAWAYS: •You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every …
 
Why (and How) to Put Your Customers at the Center of Your DecisionsShep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model.TOP TAKEAWAYS: •Customers aren’t …
 
Techniques from the stage to optimize the patient/customer experienceShep Hyken sits down with Dr. Bob Baker. They discussed his new book The Performance Of Medicine, how Bob relates his experiences as a magician and doctor to customer service, and how to optimize the customer/patient experience. There is a lot that anyone and any business can lear…
 
Get smarter about building your company’s future.Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. They discussed her new book Growth IQ, what the carnival can teach you about business, and the 10 simple paths of business growth.TOP TAKEAWAYS:•While growing up in Hawaii, Tiffani worked in a roaming c…
 
Putting your customer first by putting your employees first.Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement,having an employee mission, and the real definition of customer experience.TOP TAKEAWAYS:• James previous experience as a rockstar in a heavy metal band helped him discover that …
 
Focusing on Business Intelligence and Customer ExperienceShep Hyken sits down with Scott Walker, the CEO of ethosIQ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities.TOP TAKEAWAYS: •Customers don’t mind staying on the phone longer if i…
 
How any sized business can create customer experience and loyalty.Shep Hyken sits down with Craig McVoy, founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and …
 
On this weeks episode of C-Suite Success Radio, your host Sharon Smith interviews Brian Hazelgren, a globally recognized expert in startups, sales & marketing, business planning, health and wellness, and leadership training. Brian tells us how he implemented the Entrepreneurship Center at the University of Utah and created the new degree in Entrepr…
 
What can you do to create a smoother effortless customer experience?Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services, to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience.TOP TAKEAWAYS:• In the past, companies owned the narrative and custo…
 
How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty.Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach.TOP TAKEAWAYS:• There are six core reasons why frontline supervisors fail.1. Lack of interpersonal sk…
 
On this weeks episode of C-Suite Success Radio, your host Sharon Smith interviews Deb Krier, founder of Wise Women Communications, LLC (WWC), an award-winning full-service public relations and marketing firm. Deb shares stories about success and the obstacles along the way. From her lessons with cancer to dog shows you will learn how Deb defines su…
 
How will chat and chatbots transform customer service in the near future?Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot.TOP TAKEAWAYS:-Redbord shares the five rules of a customer-centric 1) Knowl…
 
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