Podcast Episodes
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The Emotional Customer Experience Featuring Guest Chris Bauserman
Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of toda…
7 years, 1 month ago
Think Like Amazon with John Rossman
Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s success. …
7 years, 1 month ago
Mapping the Customer Journey Featuring Guest Jim Tincher
Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer exper…
7 years, 1 month ago
"Sense and Respond" Culture with Jeff Gothelf
Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need.
The Interview wi…
7 years, 1 month ago
Crisis Management in the Customer Experience Featuring Guest Josh Ginsberg
Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers.
The Interview with Josh Ginsbe…
7 years, 2 months ago
The Trap of “Nincompoopery” in Business and CX Featuring Guest John Brandt
The Interview with John Brandt:
There’s often a disconnect between organization leaders and customers. Leaders live in a “customer-free zone” where th…
7 years, 2 months ago
"Yes" is the Answer; What is the Question? Featuring Guest Cameron Mitchell
Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his…
7 years, 2 months ago
The Five Core Values of Company Culture Featuring Guest Michelle Hayward
Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong.
The Intervie…
7 years, 2 months ago
Punk CX with Adrian Swinscoe
Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world…
7 years, 2 months ago
A Passion for Convenience Featuring Ford Blakely
Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with human connection. When fa…
7 years, 3 months ago