The Customer Experience Differentiator Most Brands Overlook Featuring Catherine Dummitt

How Delivery Shapes Customer Experience and Loyalty (It’s More than Logistics)   Shep Hyken interviews Catherine Dummitt, VP of Marketing at Veho. She talks about how delivery influences customer decisions, online sales, long-term loyalty, and how it can become a competitive CX and marketing strategy. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How does delivery influence customer experience and brand loyalty? How can delivery options influence which retailer a customer chooses? Why is reliability just as important as delivery speed? How can delivery options improve customer conversion rates? How can proactive communication improve the delivery experience when delays happen?Top Takeaways:   Delivery is part of the customer experience and business strategy. Delivery influences whether customers complete a purchase, choose one retailer over another, and come back for future purchases. It can directly affect conversion, customer loyalty, and lifetime value. Fast delivery has become a standard expectation, but reliability is what builds trust. A customer ordering something for an upcoming trip may need the item quickly, while someone buying everyday items may be happy to wait. What matters is that customers can rely on you to match delivery speeds to their needs and expectations. Customers value choices, such as selecting a delivery date, paying for faster shipping, or specifying where a package should be left. When retailers offer the same products at similar prices, options can influence where customers shop. It can even encourage them to try a brand they haven't purchased from before. Delivery options can make or break a sale. Customers may abandon their carts when shipping costs or delivery dates don't meet their needs. Free shipping can also influence customer behavior. It can encourage them to add items to qualify for free shipping. Brands should consider delivery options as part of the marketing and buying experience, not just as logistics. Proactive communication can turn a delivery problem into a better customer experience. Even with the best intentions, delays can still happen. When problems happen, customers want to know what is going on, what is being done to solve it, and what to expect. Most of the time, a timely email or text can help reduce frustration. Good communication and thoughtful gestures can leave a good impression that customers remember and talk about. Plus, Shep and Catherine discuss findings from Veho’s research, The State of Delivery 2026, on how delivery speed, reliability, and flexibility influence customer experience and loyalty. Tune in! Quote:  "The delivery experience directly impacts conversion, loyalty, and customer lifetime value. It is more of a business conversation rather than just a logistics conversation." About:   Catherine Dummitt is the VP of Marketing at Veho, where she oversees brand awareness, demand generation, and customer advocacy.   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

How Companies Can Balance Automation, Human Support, and Customer Experience Shep interviews Jay Lee, Chief Marketing and Growth Officer at Five9. He talks about how AI is changing customer service and how businesses can balance automation with empathy to improve customer experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   Will AI replace customer service agents? How is artificial intelligence changing the role of contact center agents? What is empathy fatigue, and how does AI contribute to it? Why is employee experience important to customer experience? Why is it important for customers to have access to human support when AI can't resolve their problems? Top Takeaways:   AI is changing customer support, not eliminating the need for human agents. As AI handles routine tasks, human agents are left with more complex problems that require empathy and judgment. Companies need to find the right balance, so agents aren't frustrated by repetitive work or moving from one emotionally demanding interaction to another without a breather. Just because an interaction ends quickly doesn't mean the customer's problem has been solved. Companies need to prioritize customer satisfaction over speed to make sure that customers get the resolution they expect instead of leaving frustrated and taking their business elsewhere. People have different preferences for using AI and self-service, but there is one thing customers have in common. Trust can break down when the technology doesn't deliver. Customers should know when they're interacting with AI and have an easy way to reach a person when they need additional help. When they do talk to an employee, relevant information needs to come through seamlessly so customers don't have to repeat themselves. If sensitive information needs to be verified again for privacy or security, explain why. AI can handle routine tasks, while people focus on interactions that require empathy and judgment. Companies must support employees with the right tools, training, and resources because a great employee experience helps create a great customer experience. Plus, Shep and Jay discuss how businesses can rethink contact center metrics to reflect the growing role of AI in customer interactions. Tune in! Quote:  “AI is taking over routine tasks, leaving human agents to handle more complex problems that require empathy and judgment. There is a fatigue that is setting in for them.” About:   Jay Lee is the Chief Marketing and Growth Officer at Five9, with more than 20 years of experience in enterprise software and fintech, including leadership roles at Icertis, Avalara, PayPal, American Express, and GE Capital. 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

Why Customer Feedback, Trust, and Human Decision-Making Matter More than Ever Shep interviews Rachel Orston, Chief Customer Officer at Instructure. She talks about how human judgment and transparent feedback loops are competitive advantages in an AI-driven world. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How do companies build trust through customer feedback? Why is human judgment important in customer service? How should businesses handle negative customer feedback effectively? How should companies train and enable customer support employees? Why is human judgment becoming more valuable than AI in customer service? Top Takeaways:   Customer feedback should be accessible across the entire organization. It shouldn’t live only with the customer service or CX team. Employees in product, finance, legal, HR, and other departments should understand how customers feel and what they need.   Customer feedback must be responded to. Closing the feedback loop builds trust. Asking for feedback isn’t enough. Let customers know what you’re doing with the feedback. You can’t say yes to every request, but transparencey shows customers have been heard.  Judgment grows through repeated practice, review, listening, verification, and case-by-case decisions, not a one-time lesson. The information is there. Data and knowledge are far more accessible now, thanks to AI, than before. Companies that want employees to exercise good judgment must give them the opportunities to practice it.  Customer service goes beyond solving problems and answering questions. It is also about nurturing customer relationships and building trust.  Automating every entry-level tasks for new employees can take away the opportunity to learn. When companies choose to use AI to eliminate all the easier, entry-level work, new employees may lose the foundational experiences that teach them how to handle more difficult situations. The easy work is where employees develop judgement, critical thinking, and confidence.  Plus, Shep and Rachel discuss how human judgment can help companies safeguard against AI errors. Tune in! Quote:  "The voice of the customer should be accessible to everyone in the company. Whether someone is in finance, legal, HR, or the front lines, everybody should know how customers feel about us in real time." About:   Rachel Orston is the Chief Customer Officer at Instructure, where she leads global customer success, support, and services to help educators and learners thrive in a rapidly changing ecosystem. 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

Turn Every Customer Interaction into a Longterm Relationship  Shep interviews Jeff Helfgott, CEO of Boardroom Salon for Men. He talks about how businesses can transform customer transactions into long-term loyalty, drive recurring revenue, and elevate the customer experience.  This episode of Amazing Business Radio with Shep Hyken  answers the following questions and more:    How can a membership model improve customer loyalty and retention?  How do membership programs eliminate customer decision fatigue?  What is the difference between a membership program and a discount program?  How can businesses use subscriptions to create more predictable customer experiences?  How can businesses protect their brand's perceived value while offering membership rewards?  Top Takeaways:    Think experience, not transaction. Think interaction leading to the next interaction, and create that experience that makes people say, "I'll be back." Membership and subscription models improve the experience by eliminating the friction of having to make a buying decision. It just happens automatically.  A membership is more than a discount program. While some memberships and subscriptions may offer better pricing and can reward loyalty, the overall experience should still deliver premium value. Small details, when operationalized, can make all customers feel genuinely cared for. Adjusting the environment, anticipating comfort, and eliminating unnecessary steps show that a company respects the customer’s time and money. Plus, Shep and Jeff talk about the importance of meeting the needs of all key stakeholders, including the investors, franchisees, customers, and employees. Tune in!  Quote:   "A big part of helping people relax is removing decisions from them. A membership removes the decision about where to get a product and when to get it."  About:    Jeff Helfgott is the CEO of Boardroom Salon for Men, an upscale grooming brand with over 50 locations. The brand's services and experience are built on its "Results First, People Always" philosophy.  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

Six Essential Realities for Winning Lifelong Customers  Shep interviews Ed Howie, Founder & CEO of Lifelong Customers®. He shares how to keep customers coming back for life by training frontline employees to deliver consistent service and building a simple system focused on retention instead of acquisition.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is the difference between customer service and customer retention?  What are the 6 essential realities for winning lifelong customers?  Why is customer retention more important than customer acquisition?  How does employee training impact customer retention and brand reputation?  How can leaders bridge the gap between employee behavior and business goals?  Top Takeaways:    Customer retention results from businesses knowing what customers want, delivering it, and doing it consistently. Customers don’t only want a good experience once. They want confidence that the same quality will show up the next time too.  Hire for empathy, then train for execution. Hire employees who genuinely care about customers and train them on what to say, what to do, and how to reinforce the brand’s standards.  Customers don’t always need points, perks, or an app to keep coming back. Every small detail that makes up an amazing customer experience can create loyalty on its own.  Every customer interaction becomes your brand in that moment. Customers judge the company through the person serving them in that moment.   Ed Howie explains the 6 essential realities for winning lifelong customers:  Customer service doesn't create growth. Customer retention does.   Most companies are competing in the wrong economy.  Clarity creates alignment. Alignment accelerates sales velocity.   Stop chasing strangers and love the customers who love you already.  Loyalty is a feeling. Customer retention is an operating system.   Customer experience is either winning or losing your lifelong customer.  Business owners can discover their strengths and weak spots by taking the free Customer Retention Readiness Report at morelifelongcustomers.com. It will look into whether you truly know what your customers need and how consistently you deliver it.  Plus, Shep and Ed discuss why the most successful brands don't need a traditional loyalty program to keep customers coming back. Tune in!  Quote:   "A true loyalty program can be found in a company's operation. It is in the product selection, the pricing, and the nice qualities that keep customers coming back."     About:    Ed Howie is the Founder & CEO of Lifelong Customers®. He is a customer retention expert, keynote speaker, host of The Wonder of WOOO Podcast, and author of the upcoming book Lifelong Customers®: The Secret to Scaling Profitably.  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

How Customer Experience (CX), Not Technology, Should Drive Business Strategy    Shep interviews Clifford Hudson, the former CEO of Sonic and co-author of Bricks and Clicks: How We Drove Sonic Into the Digital Age. He talks about how business leaders must let customer needs and convenience drive their strategy rather than technology.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:      How do you build a business strategy around customer experience instead of technology?    How does removing customer friction lead to higher sales and retention?   What is the biggest mistake companies make when implementing new technology?   How does increasing customer convenience drive long-term business value?   Why do customer-centric companies outlast competitors?   Top Takeaways:     Start with the customer experience, not the technology. Begin by understanding what customers need and the experience they want. Then work backward to determine which technologies or processes will improve that experience. Technology should support the strategy, not become the strategy itself.   Use technology to strengthen what makes your brand stand out. Every new initiative, whether it is a new tool or a process, should strengthen the qualities that distinguish your brand.   Successful businesses are the ones who can anticipate their customers' needs. Hudson mentions Wanye Gretzki’s famous line, "skate to where the puck is going." Keep your eyes open for what your customers are doing and what they need. Shifts in customer behavior, even small ones like how they order or how they prefer to pay, are trends you can plan to stay ahead of.    Customers should be the center of every decision that a company makes. View every new action, process, or product through the lens of how it can better serve customers. Companies that put customers first outperform those that don't.   The right technology should make life easier for your customers. Before investing in new technology, always ask: Does this make things easier and more convenient for the customers we serve?   Great ideas matter, but putting them into action is what really makes a difference. A customer-focused strategy creates the direction, and good execution turns it into great customer experience.   Plus, Shep and Cliff discuss more ideas from Bricks and Clicks: How We Drove Sonic Into the Digital Age. Tune in!   Quote:     "Don't think about technology. Think about your customer and their experience and go from there."   About:      Clifford Hudson, co-author of Bricks and Clicks and former CEO of Sonic Corp. for 23 years. He helps organizations drive value through customer-centric innovation.    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

Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering best-in-class customer experience by hiring for empathy, leveraging technology, and embracing authentic customer service as a strategy. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How do you build a culture where every employee takes ownership of customer service? When should a company use AI automation versus a live human customer support agent? Will AI eliminate customer service jobs? How does hiring for empathy impact customer experience? Can empathy be scaled across a large customer service organization? Top Takeaways:   Customer service is everybody's job. When you wear the company logo or interact with a customer, you represent the entire brand. When an employee is in front of a customer, they might be the only interaction the customer ever has. That interaction might be the only basis that the customer has to form an impression of the entire company.  The A in AI stands for “artificial”. In times of need, customers need another A, which stands for “authentic”. While digital options make processes convenient for both customers and agents, make sure a human-to-human service is available, especially in emotional or sensitive situations. Great customer experiences start with hiring for empathy. It is hard to train someone to be nice and empathetic when it doesn't come naturally. Empathy can’t be faked, and customers notice when it’s real. For companies without a physical product, the experience is the product. The value comes from how fast responses are, how convenient the processes are, and how supported customers feel. Some customer concerns are so challenging and require a high level of empathy that they might require specialized support. Creating a dedicated team for these calls gives customers people trained to handle that moment with empathy and clarity. Plus, Shep and Keith discuss why business leaders should call their customer support number from time to time. Tune in! Quote:   "When you're wearing your brand and representing the brand, you are the brand." About:   Keith Farley is the Chief Customer Officer for Aflac, Inc. He leads a team of more than 2,000 employees and is focused on making customer experience a company-wide strategy.  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

Creating the Emotional Resonance that Connects Customers and Brands Shep interviews Bob Rogers, a former Disney employee, founder of BRC Imagination Arts and author of DEEP STORY™. He talks about how businesses can build lasting customer relationships by starting with the heart, using storytelling to create emotional connections, and transforming customers’ identities through memorable experiences.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does the Deep Story framework drive customer transformation? How can businesses change a customer's identity through brand experiences?  What is the role of emotional resonance in customer service?  How can companies turn brand engagement into measurable customer action?  How can companies identify the emotional connection between their brand and their customers?  Top Takeaways:    A customer should leave changed in some meaningful way after interacting with your brand. The biggest question isn't what you are selling, but the difference you want to make in your customers.   A purchase becomes more meaningful when it changes how customers see themselves. For example, customers entering a magic shop should have an experience that makes them feel like they can try the magic tricks themselves. Beyond the purchase, a stronger connection forms when customers can see what they can become through it.  Great experiences trigger action. Beyond attracting and impressing customers, a great experience should guide them toward an action (like a purchase, a download, or a subscription) that matters to your business.   Start with the end in mind because when the outcome is clear, every tool and strategy becomes more intentional. Start with what you are trying to do and what you want your customers to feel.   Lasting customer relationships are not built on features and products alone. They are created when a brand connects with something that they care about. Clever advertising may get customers to buy, but an emotional connection brings them back.   Go deep into your audience and, at the same time, into your subject, brand, or product. Look for the positive emotional trigger that exists in both. That emotional resonance connects the heart of your audience to the heart of your brand.  Plus, Shep and Bob talk about Deep Story and how it can transform customers and businesses. Tune in!  Quote:   "Your objective is not just to sell the idea. It's to create a slight change in the customer that causes them to identify with your product or your brand."     About:    Bob Rogers is the founder of BRC Imagination Arts and a former Disneyland Magic Shop magician who was fired from Disney three times and rehired each time. He is the author of DEEP STORY™: A Complete Guide to Creating Transformational Visitor Experiences.  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

How to Improve Performance with Gamification and Feedback Shep interviews Jimmy Chebat, founder and CEO of ZIZO Technologies. He talks about how employee engagement and retention can be intentionally designed and improved through positive feedback, gamification, and purposeful organizational design.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How does employee experience directly impact customer experience?  How can leaders intentionally design a workplace for higher retention?  What is the difference between corrective feedback and recognition-based feedback?  How does gamification improve employee engagement and workplace productivity?  How do you build feedback and recognition into workplace infrastructure?  Top Takeaways:    Employee experience directly influences how customers perceive and interact with a company. If employees feel valued, engaged, and recognized, that positive environment shows up in customer interactions.   High attrition is a design problem, not a people problem. It is a symptom of an organization that fails to support and motivate its employees.  Because of technology, the friction that made it difficult for employees to switch companies, like location limits and time-consuming application processes, have largely disappeared. Organizations must not only work harder but also be more intentional about designing a work experience that retains top talent.  Feedback and recognition are not just perks. They should be built into the workplace experience, so employees know their contributions matter and feel motivated to keep excelling. Employees thrive when they receive regular, positive feedback for good performance, not just corrective feedback for mistakes.  Human behavior is universal, therefore,  can be predictable. Successful companies leverage the science behind that, along with gamification, to make work more interactive, rewarding, and effective.  Leaders can intentionally design work environments that create the right behaviors, motivation, and employee satisfaction, creating an employee experience where people want to stay and do their best.  Purpose makes the job meaningful. While a paycheck matters, today's employees want a sense of purpose and belonging. When leaders ignore these needs, employees feel unmotivated and disconnected.   Plus, Shep and Jimmy share more insights from his new book, The Engagement Architecture, on why teams underperform and how leaders can design an environment that changes that. Tune in!  Quote:   "Workplaces that are mundane, repetitive, and have high attrition need to architect a system that is engaging, rewarding, and provides recognition. This is what drives performance, productivity, and retention."  About:    Jimmy Chebat is the founder and CEO of ZIZO Technologies. With over twenty years in frontline operations, his book The Engagement Architecture guides leaders on designing environments that improve team performance.  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

How AI and Behavioral Science Are Transforming Customer Experience    Shep interviews Roger Dooley, keynote speaker and author of The Persuasion Engine. He talks about how AI and neuromarketing tools help businesses predict consumer behavior, measure emotional reactions, and avoid costly customer experience mistakes.     This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:     How can businesses use AI to predict customer behavior accurately?   How can companies use AI and behavioral science to eliminate customer friction?     In what ways can companies use behavioral science to improve customer loyalty?   How do customer expectations directly shape customer experience?   How can predictive AI prevent negative customer reactions during policy or product changes?    Top Takeaways:      AI in customer service has moved beyond automation and support. Today, successful companies use AI to understand customer behavior. By tracking engagement like website clicks or scrolling patterns, companies can determine what customers like and dislike.    Technology such as eye-tracking, biometric sensors, and AI-powered simulators, at one time available only to a limited number of companies due to cost, is now more accessible to businesses of any size.     Customer experience and marketing are deeply connected. Understanding and predicting customer desires isn’t just a marketing strategy. It is an important part of delivering a frictionless, positive experience.    Customer expectations strongly influence how they perceive the experience. For example, when the average customer is told that a bottle of wine is expensive, they tend to enjoy it more. This is seen in their feedback and even in their brain activity.    Small details can have a big impact when it comes to connecting with your customers. When companies remove small perks their customers are used to, the change might put off some loyal customers. Don't underestimate how small gestures can build long-term emotional loyalty.     Plus, Shep and Roger talk about insights from The Persuasion Engine. Tune in!    Quote:     "AI is better than most humans at predicting how people will react emotionally to any communication. Whether you change your loyalty program or alter your customer experience in some way, AI can predict and even prevent negative blowback."        About:      Roger Dooley is an author, speaker, and McCombs Business School lecturer known for bestselling books like Brainfluence and Friction. His newest book, The Persuasion Engine, discusses how AI democratizes powerful marketing tools for organizations of any size.    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