Amazing Business Radio

How Unconscious Experiences Shape Customer Loyalty Shep interviews Lou Carbone, Founder and CEO (Chief Experience Officer) of Experience Engineering®, Inc. He talks about how emotionally resonant experiences create customer loyalty and distinctive brand value. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does emotional impact influence customer loyalty? Why is distinctive value vital for exceptional customer service? What effects do sensory details have on memorable experiences? How can integrating technology improve customer experiences? How can businesses engineer repeat customer experiences? Top Takeaways: The power of a great experience is that the magic doesn't end when the moment does. The emotional imprint that a great experience creates is what keeps customers coming back. It can influence the way customers feel about a brand even years later. Magic lies in the details. Purposeful, repetitive clues create emotional resonance that emotionally bonds customers to a brand. Carefully embedded signals are like "pixie dust" (think Disney) that trigger unconscious perceptions, shape how people value a brand, and build a strong brand ethos that customers want to be part of. Distinctive value means being irreplaceable. It is when a company delivers experiences that are so emotionally resonant that customers cannot imagine living without them. It goes beyond simply solving problems or meeting expectations. Some organizations create deep, memorable connections that feel essential to customers’ lives. Trust grows when experiences are predictable and consistent. When customers know what to expect and consistently get it, they feel safe and comfortable with a brand. Consistency should be embedded into every part of a customer’s journey. Many organizations approach customer experience by reacting to problems instead of proactively engineering experiences that deliver emotionally impactful value. Companies that stand out are those that design experiences with intention. Plus, Lou shares insights from Disney and his book, Clued In: How to Keep Customers Coming Back Again and Again. Tune in! Quote: "The currency of experiences is memories which are unconscious and are imprinted emotionally." About: Lou Carbone is the Founder and Chief Experience Officer of Experience Engineering®, Inc., recognized globally as a pioneer and leading innovator in experience management since the late 1980s. He is a best-selling author of Clued In – How to Keep Customers Coming Back Again and Again. 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

Building Customer Loyalty Through Experience and Community Shep interviews Sujay Saha, founder and CEO of Cortico-X. He talks about how aligning customer experience with pricing and expectations drives value. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is return on experience (ROX) and how can businesses measure it? How can businesses match customer expectations to pricing? How does blending creativity and data improve customer service strategies? What steps can companies take to minimize friction in the customer journey? How does building customer communities foster brand loyalty? Top Takeaways: The higher the price, the higher the expectation. However, this does not automatically mean more products or more features. To create amazing experiences that provide value, brands need to understand what truly matters to their customers. Every customer looks for a specific kind of value, whether it is convenience, quality, community, or something else. Understand the value that your customers are looking for and design your experiences to meet (or even exceed) these expectations. Memorable experiences are not always expensive. They are often simple, timely, or personal. Offering a free car cleaning service at an auto repair shop or designing a seamless airline boarding system can add extra value to customer interactions. Customers love connecting with others who share their experience. By cultivating communities, brands can provide memorable, shareable experiences that create loyalty and a sense of belongingness. Customers don't just compare you to similar businesses. They compare you to the best experiences they have ever had, regardless of industry, product, or price point. The real competition is every amazing experience. The return on experience (ROX) should be both actionable and accountable. Leaders must examine the root drivers behind customer experiences and use them as a guide on where to direct their investments. Then measure these investments to see whether they translate into the desired outcomes, such as increased loyalty or brand advocacy. Plus, Shep and Sujay share real-world examples of organizations that are reaping the returns of delivering exceptional customer experience. Tune in! Quote: "Don’t just consider the cost of experiences, but also think about how much loyalty you can create (with that investment), which can turn into future sales." About: Sujay Saha is the Founder and CEO of Cortico-X, known for advancing experience-led strategies and pioneering ROX (Return on Experience) for Fortune 500 companies. 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

Listening, Learning, and Problem-Solving with Empathy Shep interviews Rob Jolles, keynote speaker, five-time bestselling author, and host of The Presentation Whisperer Show. He talks about the importance of authentic communication, empathy, and intent in delivering exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the role of frontline employees in shaping a company’s customer experience? How can handling customer complaints effectively lead to customer loyalty? What steps should customer service teams follow when responding to complaints? How does authentic communication strengthen customer trust? How does empathy impact the outcome of customer service interactions? Top Takeaways: Everybody who interacts with customers, regardless of the job title, is in sales. Every conversation, whether answering a question or dealing with an issue, is an opportunity to sell the brand and what it represents. Saying "sorry" reflexively when a customer calls about a problem can feel empty. Instead, focus on listening to the customer and gathering more information. Customers want to be heard and understood more than they want an apology. They are also more likely to work with you to solve the issue once they feel listened to. Empathy is not just about saying nice things. It is about putting yourself in the customer's shoes and having a genuine desire to help. For example, ask yourself, “How would I feel if that happened to me? Hire for attitude and empathy, not just skills. Some people genuinely like interacting with people and problem-solving. An amazing customer experience starts with hiring the right people for the job, then empowering them with the right tools and training. Communicating with customers is more than just the words you say. The tone, energy, and authenticity in your voice make a huge difference in how customers respond. They notice if you’re bored or happy to help. Make sure your words, tone, and actions align with the brand that you represent. Plus, Shep and Rob discuss more insights from Why People Don't Believe You…: Building Credibility from the Inside Out. Tune in! Quote: "When something goes wrong, customers don't call just to hear the word 'sorry." They want you to understand why they are frustrated. They want you to first listen and understand." About: Rob Jolles is a renowned speaker, five-time bestselling author, and host of The Presentation Whisperer Show. His books, featured in USA Today and Harvard Business Review, have been translated into more than a dozen languages. 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

AI-Powered, Human-Centric Customer Experiences Shep interviews Aaron Cannon, co-founder and CEO of Outset. He talks about how AI-moderated research moves beyond traditional surveys to deliver relevant, nuanced customer feedback and customer-centric experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is AI-moderated research interviews are transforming customer feedback? What are the main differences between AI-moderated interviews and standard surveys? In what ways can AI provide a deeper understanding of customer motivations and experiences? How does "visual intelligence" add value to customer experience research? How can AI help companies reduce survey fatigue among customers? Top Takeaways: AI-moderated research gathers insights from customers through interviews that feel more like a conversation than a traditional survey. Traditional surveys usually ask participants to pick a number, an option from a multiple-choice question, or to rank something. AI-moderated research goes beyond this by digging deeper and asking follow-up questions, enabling customers to provide the full picture by explaining their choices in their own words. Trust is very important in collecting feedback. While opt-in participation should be the norm, make sure to let your customers know that their data privacy and security are a priority when they share their feedback. AI tools help marketing and CX teams expand their reach by making it possible to have in-depth conversations with thousands of individual customers without needing a large team. This means organizations can cover a wide range of backgrounds and opinions, including outliers, to understand their customers better. Context makes feedback more actionable. For example, if a customer's flight is delayed, AI can include this context in conversations so that it can collect feedback that is more specific and personalized. AI-moderated research can feel more like a two-way conversation than just checking boxes on a form. AI can even escalate issues, so human support can jump in when needed. Plus, Shep and Aaron discuss how listening to diverse customer voices can help companies make smarter decisions and gain happier customers. Tune in! Quote: "When the right questions are asked, people are willing to share deeply, even with AI. Good questions elicit thoughtful, honest responses." About: Aaron Cannon is the co-founder and CEO of Outset, an AI-moderated research platform that helps enterprise teams at companies like Microsoft, Uber, and Google gain deeper customer insights. 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

Where Empathy Meets Artificial Intelligence in Customer Service Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses prevent AI from making customer service mistakes? How can personalization through technology enhance customer loyalty? Why is an effortless customer experience crucial for building loyalty? How can technology help anticipate customer needs? How has customer willingness to interact with AI changed over time? Top Takeaways: Artificial intelligence is a powerful tool for improving the customer and employee experience when it is designed with intention. Just as human agents need training, AI tools need enterprise controls, verification checks, and simulations to make sure they provide the right information and respond appropriately to customer needs. More customers now consider interactions with AI to be part of the norm. But some are still hesitant to embrace it because of past frustrations with outdated systems, like confusing phone trees or long waits in loops they associate with all types of technology. When interactions with technology, such as AI tools, create effortless experiences, customers are more willing to use them. Companies need to educate customers on how to use their technology and self-service solutions to improve their experiences. Make it easy for customers to do business with you. This applies to every part of the customer's journey, not just technology. Customers want answers and help fast. Give it to them with as little effort as possible. Human empathy remains important, especially in high-stress situations. Customers need to be comfortable with how they are being helped and supported, whether it is AI, a human agent, or both working together. In stressful situations, customers appreciate the reassurance that a human agent will be there to provide empathy and assist them when tech-powered solutions are not working. Technology should not replace people. Good technology makes it easier for employees to help customers and faster for customers to get solutions. Personalization and empathy can be scaled through technology. Human employees can only remember so much. Technology can help them have instant access to a customer's data and history. When technology recognizes returning customers, anticipates their needs, and connects their history to current interactions, it replicates the feeling of being known and valued. Plus, Shep and Jen talk about what could happen if companies began customer service interactions with a human for empathy, then transitioned to AI for efficiency, rather than forcing customers through automation before reaching a person. Tune in! Quote: "AI agents need clear guidance and verification checks to stop 'hallucination.’ It is important that if AI goes off track, companies need to catch and correct it before it gets to customers." About: Jen Grant, Chief Marketing Officer at Quiq. She has held executive leadership roles, including CEO, COO, and CMO, as well as senior marketing positions at Appify, Box, Cube, Dialpad, Elastic, Google, and Looker. 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

Turning Customer Experience into Customer Transformation Shep interviews Joseph Pine, best-selling author of Experience Economy, speaker, and cofounder of Strategic Horizons LLP. He talks about his new book, The Transformation Economy, and how businesses can go beyond creating memorable experiences to guiding customers through meaningful transformations that help them achieve their aspirations. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the transformation economy? What is the difference between selling a product and creating a transformative customer experience? How can businesses guide customers to achieve their personal or professional aspirations? What are the benefits of customizing experiences to meet individual customer needs? What elements contribute to a robust customer experience? Top Takeaways: The transformation economy is about how companies can help customers change. It is about how your business can help them achieve their aspirations. Businesses create more value when they focus on selling the end rather than the means. Go beyond selling products and services to understanding why customers buy and use that knowledge to help them reach their goals and achieve their aspirations. Transformation is not a one-size-fits-all. It must begin with truly understanding where the customer is starting (from) and where your customers aspire to end up (to). Carefully identify the customer’s current situation, needs, and aspirations to tailor experiences that produce meaningful outcomes for them. Sell transformation, not just products. For example, people don't buy a treadmill because they want the equipment. They want to be healthier, have more stamina, or feel better about themselves. Whether you’re selling a physical product, a service, or something else, shift your mindset to the customer’s desired result. In both B2B and B2C, businesses should become trusted partners, not just vendors. That means understanding clients’ deeper goals and helping them achieve success, even if it occasionally means recommending solutions outside what you sell. The focus is on the customer's outcome, not just the transaction. In the transformation economy, companies should charge for what customers value most: outcomes. Companies are moving away from pricing based on time, materials, or products. It is focused on results. Transformative change for customers doesn't come from a single transaction. It spans the entire journey, including the preparation before the event, reflection afterwards, and ongoing integration into daily life. Plus, Shep and Joe share insights from The Transformation Economy and discuss companies that are putting customer transformations first. Tune in! Quote: "Transformations are built on top of experiences. We change through the experiences that we have. " About: Joseph Pine is a bestselling author, speaker, and cofounder of Strategic Horizons LLP, celebrated for guiding Fortune 500 companies and innovative startups alike. He is the author of The Experience Economy, Mass Customization, and Infinite Possibility. 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

Shep Hyken’s Latest Research and Insights on Customer Service and Experience Shep discusses the five most important trends and predictions for 2026, what you should stop doing to create a better customer service experience, and a sneak peek at the findings from his latest customer service and experience research. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top customer service trends that leaders can expect to see in 2026? Why is it important for businesses to provide both AI-powered self-service options and live customer support? How can companies build and maintain trust with their customers? How can frontline employees be a valuable source of insight for customer experience improvements? Why is ongoing customer service training important for employees, even after onboarding? Top Takeaways: Trust is the foundation of customer relationships. When customers don't believe that a business will keep its promises, they will move on to a brand that will. When a brand provides honest communication and consistent follow-through, they build confidence with its customers. Personalized service is an expectation. Customers expect businesses to know who they are and remember their history, whether it’s past purchases or previous conversations. When you use data to improve your customers' experience, like recommending better products or sending relevant messages, they feel treated as individuals rather than just transactions. AI is becoming a normal part of customer service. Most customers expect self-service options to handle simple requests and get simple answers. But this doesn't mean that human agents are becoming obsolete. Customers still want to speak to live agents, especially when dealing with complicated or emotional issues. This is why companies need to encourage customers to use self-service tools while letting them know that they are welcome to call when they need to. Companies should map out employee journeys just as they do with customers. Find what’s frustrating, and make work smoother and easier. When employees are treated with care and respect and provided with the tools and training they need, they are more likely to create happy customers. Training should not be limited to onboarding. It should be an ongoing process to keep customer service skills sharp and expand their capabilities. It can take the form of short reminders, weekly huddles, or sharing moments of magic with customers. Consistency is more important than "wow" moments. Trying to go over the top every time isn’t realistic or necessary. Predictable, reliable experiences are what makes customers feel safe and valued. When customers know what to expect, it builds their confidence and makes them want to come back. When a customer has a complaint or problem, it’s not enough to just fix the issue. The goal is to restore confidence and make the customer want to do business with you again. Meet with your team, and ask why the problem happened. Then, find ways to prevent it in the future. Solve for the customer's feelings, not just the complaint itself. Plus, Shep shares interesting stats from his latest customer service and experience research. What is more important to customers, service or price? What makes them trust a business more? What makes them come back again and again? Tune in! Quote: "Customers continue to be smarter than ever and with higher expectations about the experience that they receive from companies they do business with." About: 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

Building a Culture Where Customers and Employees Want to Stay Shep interviews David Fuhr, Sweetwater's Chief Sales Officer. He talks about creating remarkable customer experiences through personalized service, passionate employees, and living the company's core values in every interaction. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does additional generosity impact customer loyalty? Why is personalizing customer interactions important in today's business environment? How does a company's culture influence its service and customer retention? How can companies prevent recurring customer complaints based on feedback analysis? Why should businesses focus on solving customer issues rather than just addressing problems? Top Takeaways: Additional generosity goes a long way in customer experience. It does not have to be expensive or flashy. When you add a small, unexpected touch to a customer interaction, you create a memorable moment. Any brand can show appreciation and stand out by doing a little more than expected. (Sweetwater includes a small bag of candy with every order. Sweet!) Hiring employees who are truly passionate about what they do makes a big difference. If your team genuinely loves the industry they work in and believes in the products they sell, it shows in the way they interact with and help customers. Match customers with employees who are genuinely interested in and knowledgeable about the products they sell. This builds trust by creating interactions in which the advice customers receive feels more valuable because it is personalized. Training never stops. When hiring new employees, equip them with the knowledge they need to excel through immersive training. Once they are working with customers, empower them by providing continuous training that keeps everyone updated and motivated. Listening to customer feedback leads to better service. Encouraging honest opinions, both good and bad, helps you find out what customers truly care about. It’s important to have a system for collecting this information and then actually acting on it. Mistakes are learning opportunities. When something goes wrong, the real test is how a company reacts and focuses on "solving the customer,” not just the problem. Communicate with customers quickly, fix what went wrong, and then look deeper to stop the issue from happening to others. Plus, Shep and David discuss Sweetwater's emphasis on company culture and community. Tune in! Quote: "Additional generosity means doing something a little unexpected for the customers. It is a way of saying thank you for thinking of us and giving us the opportunity to earn their business." About: David Fuhr is the Chief Sales Officer at Sweetwater, where he leads the company’s renowned sales team. Since joining the company over five years ago, he has held key leadership positions, including SVP of Customer Experience, focusing on delivering the Sweetwater Difference for both customers and staff. 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