PROFILE

Shep Hyken

Chief Amazement Officer, Shepard Presentations, LLC

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express — and that’s just a few of the A’s!

Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Other Links From Shep Hyken

Customer Service Blog
Customer Service Training
Shep on YouTube

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  • Posted on: 09/23/2016

    Are smartphones changing how Americans shop from home?

    Why do they call them smartphones? The phone is usually the least used part of the mobile device. With that out of the way, this is just another channel -- and a very popular channel. Customers use their mobile devices for research, finding store hours, ordering online, getting promotions and more. The best brands have figured out that mobile is a channel that is worth investing in. The goal is to create a consistent experience across all channels, which includes in-store. If you're known for great service in-store, be known for an easy-to-use online (mobile) experience.
  • Posted on: 09/22/2016

    What happens when managers unintentionally demotivate employees?

    Managers who aren't role models can erode a customer experience. Consider this. You can't treat an employee one way and expect them to treat the customer differently. Practice what I call the Employee Golden Rule. Model the behavior by treating people you work with the way you want your customers treated — if not even better. Set the tone and be a role model. You can't pull someone into an office, yell at them and then expect them to treat others much differently. The culture drives the customer experience.
  • Posted on: 09/21/2016

    Zappos and Meijer among retailers touting their corporate values

    Brands shouldn't just promote their core values and culture. They should live them. Zappos and Meijer do just that. Zappos makes it clear you are hired if you fit into all ten of the core values, and you won't be hired — or will eventually be fired — if you don't. That clarity is what drives their culture.Part of a brand's success in achieving the culture is to communicate the values and what drives the culture. Be it murals, training, signage, swag and more — it is used to emphasize and remind employees of the culture they are a part of.
  • Posted on: 09/19/2016

    Amazon’s Prime Now delivers beauty in a hurry

    Amazon has been doing this in a number of markets and customers love it. They have been and will continue to be a disrupter. It's all about convenience. Customers will be willing to pay for it. Should specialty shops and retailers be concerned? Absolutely. They will find a way to compete. It may be with a higher level of service, knowledge, unique and hard-to-find items, exclusive items that can't be bought anywhere else, emotional connection between customers and employees, etc.
  • Posted on: 09/16/2016

    Consumers rely on reviews, but they don’t trust them

    An interesting study was done at Northwestern University. It found that an average rating of around 4.4 (on a scale of 1-5) had more credibility than a perfect 5.0. To add more trust, engage with the reviewers. Thank them for positive reviews and let the negative reviewers know you are willing to help them. Customers love to see conversations.
  • Posted on: 09/15/2016

    Are robo-carts coming to a Walmart near you?

    When is a cart not a cart? When it does much more than it was originally made to do.A cart that self-drives back to the front of a store is an expensive compared to labor costs. Yet a cart that can help track inventory takes it to another level. Or a cart that can provide data on shopping patterns, track individual customers' habits and more ... well that may make the self-driving robo-cart more interesting.
  • Posted on: 09/14/2016

    Office Depot rewards students for mobile time-outs

    I applaud Office Depot for finding a way to connect with students, who will hopefully be long-term customers well after they graduate university. It doesn't matter if it gets students to turn off their phones or not, it has won them some positive publicity.After reading the comments from some of my fellow BrainTrust colleagues, here is an additional comment. As far as turning off the phone during class or for any other type of presentation, here are my thoughts. I am a professional speaker. If I'm not holding the attention of an audience member, then I'm not doing my job. And, I like when they tweet about the presentation. Now, if they are rude, making noise or disturbing others with their activity, that is another story. That behavior is unacceptable. If the audience is college students, I assume they are adult enough to make their own decisions about their level of attention. Again, just don't be disruptive.
  • Posted on: 09/13/2016

    Amazon and Fanatics play ‘anytime, anywhere, anyhow’ commerce on game day

    Love this. Once again, Amazon is creating über-convenience as only Amazon can do. This could be something that catches on in every city and for any type of big event (that has tailgating or other pre/post events).
  • Posted on: 09/12/2016

    Is a grocery price war inevitable?

    The title of the article references a price war. Why is that news? Regardless of inflation or deflation, grocery stores typically compete against each other with pricing strategies that include "every day low prices," "low price guarantees," "guaranteed lowest prices" and price matching. Throw in some loss-leaders and why does anyone act surprised over shrinking margins and profits?How do you work around this? First, consider a pricing strategy that isn't about lowest price but competitively priced, offer stellar service and be known for something other than price. How does Whole Foods, who has the nickname of "Whole Paycheck," seem to always be busy? They position themselves in a different way; fresher, higher quality, healthier, etc.Study the leaders in the different categories: low-price, high-price, etc. There is a lot to learn from these different business models.
  • Posted on: 09/09/2016

    These social media behaviors are turning off your followers

    Connecting through social media channels is about connecting -- not promoting. Relevant and useful information is content marketing. Promotional information is pitching. The good thing (for the consumer) about social media is that at any time, the consumer can disconnect from the retailer. So focus on building a relationship with useful content and thoughtful engagement and the money will follow.
  • Posted on: 09/08/2016

    Can crowdsourced price data change shopping habits?

    I have two apps on my phone (that I've had for years). GasBuddy tells me the prices of gas at the gas stations in my area. Red Laser allows me to scan merchandise and lets me know prices from other retailers (on and offline). These types of apps have been around for a while. An app specializing in groceries with pricing information based on crowdsourcing in the area is another version of apps that help consumers save money. So let's flip it around. Retailers will also be able to use the app to ensure that their stores are competitive. Takes the mystery out of mystery shopping the competition.
  • Posted on: 09/07/2016

    What does it take to earn Millennials’ loyalty?

    All of the tips in the article are appropriate for engaging Millennials. There is one that I would add, and that is to make them feel a part of something. I'll never forget when one of my employees said to me, "I am a typical Millennial. I don't want to just enjoy my job. I want to feel as if I'm needed here." So how can a retailer make a Millennial customer feel needed? No, I'm not talking about needing them to buy what we sell. Be a part of a cause and ask for their help. Ask them to engage in community forums, as their opinions count. Come up with different ways to make them feel like they are more than just transactional customers.
  • Posted on: 09/06/2016

    Why are retailers struggling to get social media right?

    Larger businesses in general, not just retailers, struggle with social media. My take on it is that it's hard to teach an old dog new tricks. And OLD is the operative word here. Brands that have been around a long time have difficulty keeping up with this new way of marketing and gathering data. Social media is a moving target. It's still in its growth phase, and while you have some standards (Facebook, Instagram, etc.), the new players and changing programs are hard to keep up with. It takes a lot of energy and knowledge to stay up with the latest and greatest. More importantly, it takes the ability to change and adapt quickly. And QUICKLY is the operative word. (Somehow "old" and "quickly" contradict each other in this discussion.)In addition to social media giving the retailer the ability to communicate through non-traditional channels, the ability to mine data is huge. Companies are starting to take advantage of this now and the dividends are big.
  • Posted on: 09/02/2016

    Why do consumers like retail apps?

    The app is another channel for the consumer to buy. It crosses into the online retail, but really is a channel unto itself. The immediate gratification of loyalty and reward points is a great strategy, but getting the consumer to engage and use the app is another issue. Three parts of the app should be about marketing (as in discounts, sales and anything related to pushing more merchandise), a value-add in the form of information/content and an opportunity to engage with the customer community.There will be a point at which apps become a bigger part of the retail experience and those that don't jump on now will be playing catch-up in the not too distant future.
  • Posted on: 09/01/2016

    Schnucks bans solicitors from outside its stores

    One of the ways a retailer can connect with their community is through allowing Boy Scouts to sell candy bars, Girl Scouts to sell Girl Scout Cookies and the Salvation Army to raise funds just outside of the doors. And, there are kids' sports teams and other great organizations that can participate. I have a client that has groups sign up to sell their goods or have a bake sale every Saturday. It's part of their connection with the community. And, the community seems to accept this. I can't speak to the reasons (good or bad) behind Schnucks' decision, but they may be missing an opportunity to build better community relations. All that said, Schnucks does an outstanding job in their community — recognized as a great employer and very civic oriented.

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