Shep Hyken

Have you ever wondered why customers are willing to pay more for a truly distinctive experience?

On the latest episode of Amazing Business Radio, I sat down with Lou Carbone, Founder and CEO (Chief Experience Officer) of Experience Engineering®, Inc. Lou Carbone explains that it’s not just about showmanship or theater, it’s about engineering experiences at a deeper, scientific level. We’re talking about emotional resonance, unconscious imprinting, and creating a brand ethos so powerful that customers would mourn its loss.

Plus, Lou shares insights from Disney and his book, Clued In: How to Keep Customers Coming Back Again and Again. Tune in!

https://hyken.com/amazing-business-radio-show/how-unconscious-experiences-shape-customer-loyalty/

Have you ever been told, "It's company policy"?

Brittany Hodak and I discuss why those three words can frustrate customers and sometimes drive them away. Policies are important, but the best companies know when flexibility creates a better experience.

In this episode, we share a simple mindset that can help businesses balance rules with customer needs and build stronger loyalty in the process.

What do customers really want from a customer service experience?

The answer hasn't changed much over the years, and that's exactly what makes it so important.

In this episode, I share findings from my latest customer service research and reveal the five experiences customers value most. One of them consistently outranks almost everything else, and businesses that get it right earn more loyalty, repeat business, and trust.

A trusted partner doesn’t just wait for customers to define what they need. Instead, they draw on their own experience and industry insights to identify potential challenges and opportunities their customers may face in the future.

In this week's episode of Amazing Business Radio, Zee Hussain, Head of Global Enterprise Solutions at AT&T, talks about how businesses can elevate customer experiences by anticipating future needs, leveraging industry expertise, and becoming trusted partners to their customers.

Plus, Shep and Zee discuss the impact of companies co-creating ideas and solutions with their customers. Tune in!

https://hyken.com/amazing-business-radio-show/creating-future-focused-customer-interactions/

What are the everyday mistakes that quietly drive customers away?

In this episode of the Super Amazing Show, Brittany and I talk about a book that shines a light on the behaviors and experiences customers dislike most. Written by former Mastercard executive Lance Gruner, it offers practical lessons on improving customer experience and building stronger loyalty.

If you want to keep customers longer and create experiences they remember for the right reasons, this is a recommendation worth checking out.

What separates companies that customers love from the ones they leave behind?

In this episode, I share the three customer service and customer experience principles every CEO, leader, and business owner should focus on. These ideas work whether you run a small business, a global brand, or anything in between.

We’ll talk about why customer service is bigger than one department, why every employee impacts the customer experience, and how managing every touchpoint can strengthen customer trust and loyalty.