Shep Hyken
Share
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.
06/12/2026
If you're in the customer experience, contact center, or CX technology space, CCW Las Vegas is the one event you don't want to miss. Thousands of industry leaders, game-changing sessions, discussions that tackle the most pressing challenges we face today (and tomorrow), and connections that move your career and company forward, all in one live event. You simply can’t miss it.
As an Advisory Board member, I’m happy to share my 20% off promo code for end-user practitioner passes. This is the last call to join the world’s largest customer contact event series; I hope you’ll join us!
📍 Las Vegas, NV
📅 June 22-25
🎟️ Use my Advisory Board code for 20% off: CCWLV_ADBOARD
REGISTER HERE: https://www.customercontactweek.com/ccw-lasvegas/registration/?promo=CCWLV_ADBOARD
06/10/2026
What do customers really want from a customer service experience?
Each year, I ask that question in my annual customer service and CX research, and each year, the answers are pretty much the same. Customers’ expectations remain consistent. And, it turns out they are simple and practical, and when you get them right, they drive repeat business and customer loyalty.
So, direct from my 2026 research, here are the five experiences that customers rate as most important: https://hyken.com/customer-service-strategies/five-customer-service-experiences-customers-think-are-most-important/
Click here to claim your Sponsored Listing.
Category
Contact the public figure
Telephone
Website
Address
Opening Hours
| Monday | 8am - 5pm |
| Tuesday | 8am - 5pm |
| Wednesday | 8am - 5pm |
| Thursday | 8am - 5pm |
| Friday | 8am - 5pm |
