Amazing Business Radio
Shep Hyken & C-Suite Radio
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 of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
Catégories: Économie et Entreprise
Écoutez le dernier épisode:
Transforming Customer Support with Technology and Empathy Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does enhancing the employee experience contribute to a better customer service experience? How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations? How essential is a strong company purpose in driving customer satisfaction? Top Takeaways: Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy. High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service. Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real time. Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees. A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company's values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike. Plus, Derek talks about eBay's innovative AI solutions to support employees and customers. Tune in! Quotes: "The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what's gone wrong, and how you can support the employees helping them." About: Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays. 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
Épisodes précédents
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504 - The Secret to eBay's Phenomenal Customer Experience Featuring Derek Allgood Tue, 22 Oct 2024
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503 - How OKRs (Objectives and Key Results) Transform Customer-Centric Strategies Featuring Jeff Gothelf Tue, 15 Oct 2024
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502 - Personalization in the Age of Artificial Intelligence Featuring Mark Abraham Tue, 08 Oct 2024
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501 - How Artificial Intelligence Can Supercharge Employee and Customer Experiences Featuring Jim Payne Tue, 01 Oct 2024
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500 - How to Build a Culture That Employees and Clients Love Featuring Terry Turner Tue, 24 Sep 2024
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499 - How Artificial Intelligence is Changing Customer Expectations Featuring Laura Burgess Tue, 17 Sep 2024
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498 - Transforming Customer Service from a Cost Center to a Profit Center Featuring Brett Frazer Tue, 10 Sep 2024
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497 - How Aligned Teams Can Supercharge Your Customer Experience Featuring Alan Williams Tue, 03 Sep 2024
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496 - Revolutionizing Customer Connections: Digital Strategies Featuring Elisabeth Zornes Tue, 27 Aug 2024
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495 - How to Avoid Customer Experience Breakdowns Featuring Rony Vexelman Tue, 20 Aug 2024
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494 - How AI and Humans Are Changing the Customer Service Game Featuring Gaurav Passi Tue, 13 Aug 2024
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493 - An Inclusive Employee Experience Featuring Jonathan Stutz Tue, 06 Aug 2024
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492 - The 3 E's of Customer Experience Featuring Michelle Pascoe Tue, 30 Jul 2024
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491 - How to Boost Customer Experience Featuring Stephen Kowal Tue, 23 Jul 2024
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490 - A Human-Centric Approach to Artificial Intelligence Featuring Jeffrey Russell Tue, 16 Jul 2024
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489 - How to Be Ridiculously Easy to Do Business Featuring David Avrin Tue, 09 Jul 2024
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488 - Customer Focused Leadership Featuring Blake Morgan Tue, 02 Jul 2024
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487 - Nordstrom's Customer Service Evolution Featuring Robert Spector Tue, 25 Jun 2024
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486 - The Employee Experience Revolution Featuring John DiJulius Tue, 18 Jun 2024
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485 - Adding Value Beyond the Purchase Featuring Mikhail Naumov Tue, 11 Jun 2024
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484 - The Power of Human-Applied AI Featuring Verizon CXO Brian Higgins Tue, 04 Jun 2024
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483 - Challenging the Status Quo of Customer Experience Featuring Joseph Michelli Tue, 28 May 2024
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482 - Embracing the Four Phases of the Contact Center Featuring Joseph Walsh Tue, 21 May 2024
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481 - Empowered Leadership in Times of Crisis Featuring Brian P. Kruzelnick Tue, 14 May 2024
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480 - How AI Innovation Drives a Better Customer Experience Featuring Alan Masarek Tue, 07 May 2024
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479 - Elevated Experience Equals Emotional Engagement Featuring Richard Weylman Tue, 30 Apr 2024
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478 - Embracing Resilience to Achieve Brilliance Featuring Simon T. Bailey Tue, 23 Apr 2024
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477 - Embracing AI to Enhance Customer and Employee Experience Featuring Elizabeth Tobey Tue, 16 Apr 2024
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476 - The 5 Steps to a 5-Star Customer Experience Featuring Katie Mares Tue, 09 Apr 2024
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475 - Transforming Customer Feedback into Action Featuring Sara Caldwell Tue, 02 Apr 2024
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474 - The Fundamentals of Customer Engagement Featuring Spencer Burke Tue, 26 Mar 2024
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473 - Using AI Responsibly to Enhance the Customer Experience Featuring Joe Tyrrell Tue, 19 Mar 2024
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472 - Rocking Customer Experience Featuring Jim Serger Tue, 12 Mar 2024
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471 - A Company Culture of Good Featuring Chad Jensen Tue, 05 Mar 2024
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470 - Big Bets and Bold Leadership Featuring John Rossman Tue, 27 Feb 2024
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469 - How to SEDUCE Your Customers Featuring John Boccuzzi Jr. Tue, 20 Feb 2024
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468 - The Human Touch in a Tech-Driven World with Venk Korla Thu, 15 Feb 2024
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467 - Reimagining Customer Loyalty Programs Featuring Zsuzsa Kecsmar Tue, 06 Feb 2024
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466 - Improving Customer Experience from the Backroom to the Frontlines Featuring Michael Hinshaw Tue, 30 Jan 2024
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465 - Future-Proofing Customer Service with Artificial Intelligence Featuring Anuj Bhalla Tue, 23 Jan 2024
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464 - How to Take Your Employees from Competent to Elite Featuring Art Turock Tue, 16 Jan 2024
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463 - How AI Will Transform Customer Support Featuring Boaz Hecht Tue, 09 Jan 2024
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462 - How to Create Amazing Customer Experiences in 2024 Featuring Shep Hyken Tue, 02 Jan 2024
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461 - How to Know What Your Customers Want Featuring Akin Arikan Tue, 26 Dec 2023
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460 - Empowering Employees to Create Customer Moments That Matter Featuring David Diestel Tue, 19 Dec 2023
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459 - Tips on Creating a Customer-Centric Culture Featuring Steven Van Belleghem Tue, 12 Dec 2023
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458 - How Any Business Can Adopt a Hospitality Mentality Featuring Josh Liebman Tue, 05 Dec 2023
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457 - How a Simple Search Bar Creates a Better Customer Experience Featuring Chris Blaisure Tue, 28 Nov 2023
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456 - Balancing Automation and Personalization Featuring Nicole Kyle Tue, 21 Nov 2023
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455 - How Generative AI is Disrupting the Call Center World Featuring Richard Smullen Tue, 14 Nov 2023