{"podcast":{"title":"Amazing Business Radio","slug":"amazing-business-radio-46506","podcast_index_feed_id":46506,"rss_url":"https://feeds.megaphone.fm/amazingbusinessradio","website_url":"http://www.amazingbusinessradio.com","image_url":"https://megaphone.imgix.net/podcasts/4662fa7c-bab3-11e8-8186-b7c42bfb0449/image/uploads_2F1540919813771-voymmzdal6-1a137ee5168708beff6522d51535ac33_2FABR+-+Interviews+with+leading+business+experts..jpg?ixlib=rails-4.3.1&max-w=3000&max-h=3000&fit=crop&auto=format,compress","author":"Shep Hyken","episode_count":596,"summary":"Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.","last_synced_at":"2026-07-28T20:18:20.994335+00:00","page_url":"https://stenobird.com/podcast/amazing-business-radio-46506"},"episode":{"title":"Addressing the CX Listening Gap Featuring Natalie Jackson","slug":"addressing-the-cx-listening-gap-featuring-natalie-jackson","published_at":"2026-05-19T10:00:00+00:00","page_url":"https://stenobird.com/podcast/amazing-business-radio-46506/addressing-the-cx-listening-gap-featuring-natalie-jackson","show_page_url":"https://stenobird.com/podcast/amazing-business-radio-46506","url":"https://traffic.megaphone.fm/CSN9586695769.mp3","audio_url":"https://traffic.megaphone.fm/CSN9586695769.mp3","summary":"Using Customer Feedback to Understand and Delight Customers Shep interviews Natalie Jackson, founder of Crescent Consultancy. She talks about leveraging customer and employee feedback to deliver exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the \"listening gap\" in customer experience? How can business leaders effectively close the listening gap in their organizations? Why is consistent reliability more important than delight in customer experience? How does employee and customer listening drive growth and retention? What is the importance of a clear brand promise in delivering a consistent customer experience? Top Takeaways: There is often a gap between what leadership thinks customers feel and what customers actually feel. Most organizations believe they’re listening to customer and employee feedback, but oftentimes, their surveys are outdated, information is siloed in departments, and there is a lack of real-time insights. Listening to customers and employees means paying attention to data, insights, customer feedback, and employee input. It means “listening” to signals and patterns that help organizations better understand their customers (both internal and external). Organizations need to stop and think about the kind of experiences they want to provide to their customers and employees. This is the brand promise and needs to be communicated throughout the organization. It needs to be seen through how each member of the team shows up and is felt by the customers that they serve. Consistency and predictability build trust, giving customers the confidence to keep doing business with you. Customers value reliability more than sporadic “over the top” moments. Customers need to kn…","meta_description":"Using Customer Feedback to Understand and Delight Customers Shep interviews Natalie Jackson, founder of Crescent Consultancy. She talks about leveraging c…","key_points":[],"chapters":[],"topics":[],"duration_seconds":1236,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/amazing-business-radio-46506/episodes/addressing-the-cx-listening-gap-featuring-natalie-jackson/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/amazing-business-radio-46506/addressing-the-cx-listening-gap-featuring-natalie-jackson.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}