We did it again — another fifty-two episodes packed with customer experience tips, stories, and insights!
As I look back on Season 2 of The SUPER AMAZING Show, I’m filled with gratitude for everyone who joined us throughout the year. Whether you watched every week, caught episodes that spoke to you, or shared your favorites with your team, THANK YOU for letting Shep Hyken and me be a small part of your 2025 CX journey.
With the season now wrapped, I’ve taken some time to reflect on the episodes that delivered the biggest impact. If you’re catching up, sharing with colleagues, or simply revisiting some standout moments, these five picks are the perfect place to start — each one packed with practical ideas to elevate your customer and employee experience.
Episode 4: Tips for Hiring Customer-Centric Employees
You can’t build a customer-centric culture without customer-centric employees.
So, how do you hire the right people? In Episode 4 of The Super Amazing Show, Shep Hyken and I share our top interview questions to help you identify candidates who truly prioritize the customer experience.
For a full list of interview questions, check out my free guide: 10 Interview Questions to Identify SUPER Candidates
Episode 9: The Foundation of Exceptional Customer Experience
Ahead of Employee Appreciation Week (which is always the first week of March), Shep and I shared one of our favorite quotes from fellow customer and employee experience expert, Ryan Minton. He said:
“Employees who feel like they matter make customers who feel like they matter.”
We hope you reflect on this quote all year long, as it perfectly encapsulates the foundation of exceptional customer experience.
Episode 16: Advocacy vs. Affinity
It should be no surprise that this is one of my favorite episodes of season 2! In episode 16, we focused on advocacy and how it differs from affinity. In short, the goal isn’t to satisfy customers— it’s to create experiences so good your customers can’t help but talk about you.
Dig deeper on this topic here:
Customer Advocacy Strategy: The Emotions Preventing Referrals
Customer Advocacy: An Untapped Asset
Episode 38: Customer Experience Pet Peeves
This episode is all about one of my BIGGEST pet peeves in business: when companies deliver negative news and sign their email/letter from the company itself, instead of a real person.
Why? It feels impersonal, dismissive, and like a deliberate attempt to avoid accountability at the exact moment customers are most emotional. Customers want ownership—so hiding behind a logo only makes the experience feel more frustrating.
Episode 46: 1 to Say ‘Yes,’ 2 to Say ‘No’
Shep breaks down one of my favorite service principles: “1 to say yes, 2 to say no.”
The idea is simple — and powerful. Your team should be able to say yes to a customer on their own, but it should take a manager’s approval to say no. That tiny shift changes everything: instead of defaulting to limitations, employees start looking for solutions. “No” becomes the exception, not the reflex.
Empower your people with the trust, tools, and authority to create more effortless “yes” moments… and watch your customer experience transform.
Looking to learn more about employee empowerment? Dig into this article.
Looking Ahead to Season 3
Season 2 reminded us (again) that exceptional customer experience isn’t about big, flashy gestures—it’s about intentional decisions, empowered employees, and showing up like a human when it matters most. I hope these episodes spark new conversations, fresh ideas, and a few “we should totally do that” moments for you and your team.
And don’t worry—we’re just getting started. Season 3 of The SUPER AMAZING Show is coming soon, and we can’t wait to bring you even more practical insights, real-world stories, and simple ways to turn everyday interactions into experiences people talk about.
New episodes come out on my YouTube and LinkedIn pages every Monday.
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