Amazing Business Radio podcast

Courageous Culture Featuring Karin Hurt and David Dye

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Bringing Great Customer Experience Ideas Forward  Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow Leaders. They are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of five books including, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates. They discuss how leaders can build a culture of sharing ideas, solving problems, and rewarding contributions. Top Takeaways:   Employees have great ideas on how to improve customer experience and leaders want them. So, why do employees hold back their ideas? This week's guests, Karin Hurt and David Dye started an extensive research study with the University of North Colorado Social Research Lab on why employees are holding back these ideas. Here are some quick stats on what they have uncovered from the respondents from the frontlines. ·      49% of Leaders are not asking for ideas. ·      50% of the responders feel that their ideas will not be taken seriously. ·      40% Lack confidence or they don't know how to share ideas. ·      Two-thirds feel that their managers are stuck in the way of doing things ·      56% Do not share their ideas because they feel that they would not get credit for the idea. So, how can companies build a "courageous culture", one that encourages micro-innovators, problem-solvers, and customer advocates within the organization to voice out their ideas? Karin and David developed a 7-step process: 1. Navigating the narrative. Leaders need to get real with their own relationship with psychological safety and speaking up. 2. Creating clarity. Leaders need to communicate that they really do want ideas and what kinds of ideas are needed. 3. Cultivating curiosity. Managers need to proactively go out and ask for ideas. 4. Respond with regard. Every idea that is shared should get feedback at every level. 5. Practice the Principle. Find out what is truly meaningful about an idea and how it can be scaled and applied in different ways within the organization. 6. Galvanize the genius. Communicate what is important in your new culture five times, in five different ways. 7. Build an infrastructure for courage. Leaders need to make sure that courage is reinforced and not undermined.   Quote:   "You don't have to be the CEO to create a courageous culture. No matter what role you are in, if you have a great idea to improve customer experience, your leaders want to know about it. Have the courage to bring your ideas forward."   About:    Karin Hurt and David Dye help human-centered leaders resolve workplace ambiguity and chaos so that they can drive innovation, productivity and revenue without burning out employees. As CEO and President of Let’s Grow Leaders, they are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of five books including, Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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    The "Now" CX Movement Featuring Eng Tan

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    Vigilant Customer Service Featuring Len Herstein

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    How to Avoid Complacency in Customer Interactions  Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. Top Takeaways:   What breeds complacency in business? Most businesses don't realize that one of the main drivers of complacency is success. The more success we have in our customer interactions, the more we get overconfident. We become vulnerable to taking customer relationships for granted. This week on Amazing Business Radio, Len Herstein discusses why complacency is dangerous and how to avoid it. He offers the following insights and more: ·      Avoid tunnel vision. Companies can become too focused on matching their top competitors that they lose sight of new competitors or new categories that have entered the market. ·      Be a disruptor. Successful companies like Amazon and Netflix are always coming up with new ways to engage their customers. Instead of reacting to what their top competitors are doing, they are the disruptors in their industry and beyond. ·      Learn from success. Most companies debrief when a mistake happens with the idea they will avoid the same mistakes in the future. However, they often forget to look back on their successes, not realizing there are opportunities to replicate the same moving forward. (DOES THAT SOUND OKAY?) ·      Always be vigilant. The best way to fight complacency is to be aware of it. You can't protect against threats that you didn't see coming.  Quote:   "The best way to fight complacency is to be aware. The more aware you are, the more in the moment you are, the more you have that forces you to think, and the less complacent you're going to be."   About:   Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance, and Safeguard Success. Your Business and Relationships Depend on It. He has worked with brands like Coca-Cola, The Campbell Soup Company, and Nabisco. He is also a volunteer State-certified peace officer with the Douglas County Sheriff’s Office in Colorado. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
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    Net Lives Enriched Featuring Fred Reichheld

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    How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.  Top Takeaways:   Net Promoter Score is the metric that millions of companies have used for decades to know if they are doing a good job for their customers and their employees. It aims to measure if you have gained your customer's loyalty enough to earn their repeat business and new business from their friends and family. But, in the age of cookies, click rates, and measurable eyeball hang times, is a company's NPS still relevant? And, is your company using the NPS metric correctly? This week, we interview Fred Reichheld, the developer of the Net Promoter score to talk about how many companies are misusing the Net Promoter Score and missing out on the potential benefit that it can help your business achieve. We also talk about how NPS is still applicable in modern business and how it can be used correctly. To put his money where his mouth is, Fred invested his own money in all of the public companies that are NPS leaders. The return on his investments is almost three times the S&P. In today's episode of Amazing Business Radio, Fred and I discuss how you can use the Net Promoter Score to invest in customer loyalty, which pays big dividends!  Quote:   "Who you hang around with in your life influences everything - how you think about success and what's important to you. This is true with who you want to be a customer of, who do you want to be an employee of, who do you want to invest in."   About:   Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices
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    What the Holidays Mean for SMB’s Featuring Kiel Harkness

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    The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB's can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season. Top Takeaways:   The holidays are upon us! What does it mean for SMB's – and businesses of all sizes? That was the main focus of the interview. UPS commissioned research to find out what really matters to both small to medium business owners and their customers. Here's some good news, some challenges, and some opportunities. ·      Almost two-thirds of SMB's are going to make up to 20% of their sales during the holiday season. ·      Two-thirds of customers will spend at least $100 on SMB's during the holiday season. ·      80% of businesses that were surveyed said that they are worried about inflation. Whether it is on the cost of production or their price point. ·      SMB's are 26% more worried about the delays, damage, and theft of the shipments than labor shortage. ·      Over 40% of SMB's say that they see an increase in porch piracy during the holidays. ·      44% of consumers said that the lack of a strong problem resolution on a stolen or damaged goodwill cause them not to shop with an SMB again. ·      35% of consumers said that it's a huge motivator for them to spend more with retailers who will guarantee the replacement of lost or damaged items. Quote:   "44% of consumers said that the lack of a strong problem resolution on a stolen or damaged goods will cause them not to shop with an SMB again."   About:   Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He led the Digital Transformation of UPS Capital US Domestic Go-to-Market. Supported rebranding of core digital offering and proposition. He manages and directs global UPS Capital Digital Marketing and Digital Properties, Channel Marketing, Business Intelligence, Product Development, Communications and Advertising, and International Field Marketing teams. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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