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

Shep Hyken is a customer service and experience expert, an award-winning keynote speaker and a New York Times and Wall Street Journal bestselling author. He helps companies and organizations create amazing experiences for their customers and employees.
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  • Posted on: 10/17/2017

    What is the online marketplace opportunity for retailers?

    The online marketplaces give local and boutique businesses a national -- and even international -- reach. Thanks to the Internet and online retailers like Amazon and Alibaba, the retail world gets smaller and smaller.
  • Posted on: 10/16/2017

    Will lessons learned at Amazon Books translate to Whole Foods?

    Books are not the same as groceries. However, there are certain aspects of retailing that can benefit both segments. Amazon has mastered book retailing (and other segments as well), however just about all of that has been online. The question isn't whether lessons from Amazon Books will be useful in reimagining Whole Foods. The question is whether the online retail rock star can bring some of its strategies (in all areas) to the retail grocery store. And you know they will!
  • Posted on: 10/13/2017

    Amazon has plans to deliver packages to car trunks

    Who's fault is it when the deliver appears to not show up? The retailer sent it out, but it could have been lost or stolen. Once that retailer turns it over to the shipper, does that mean they are no longer responsible? As a lawyer I could argue that might be true. As a retailer you own the problem, because it comes back to you. Are you really going to say, "Call the police. Not our problem. We see that it was dropped off yesterday at 4:00."? NO! You are going to accept that you want to do business with them again and you will either ship another product and/or work with them and whoever else may be able to help (the shipper, authorities, etc.) to get them their product.So, the in-home or in-trunk is a brilliant solution. Kudos to major retailers like Amazon and Walmart who are resolving the security issue of the last-mile.
  • Posted on: 10/12/2017

    Amazon gives teens their own Prime logins

    Young teens will like the idea of having their own account -- even if it is under the parent's membership. Amazon is smart. Get the teens used to doing business with them. Build loyalty early. Smart!
  • Posted on: 10/10/2017

    Walmart seeks online edge with 35-second returns

    Easy returns aren't just good for the customer. They are also good for the company. It proves to the customer that the company is customer-focused. It's also good marketing. The company with a positive reputation for easy returns can tip the competitive scale.
  • Posted on: 10/09/2017

    Are retailers confusing customer service with the customer experience?

    Customer service is part of the overall customer experience. Sometimes it's how a customer is treated throughout their entire experience. Other times it is what happens after the experience goes bad. It's the difference between treating customer service as a philosophy and customer service as a department.As for the concept that the customer is always right, that's just not true. The customer is NOT always right, but they are the customer. So part of the CX is to let them be wrong with dignity and respect. And the concept of "surprise and delight" is a lofty goal. It's easy to do when there is friction or problems. But for the typical interactions, just give the customer a positive experience -- even just a little above average. That could be a smile, positive attitude, etc. It's a positive focus on the customer -- all the time.
  • Posted on: 10/06/2017

    Costco ups its delivery game for online orders

    Costco is getting competitive. While they may want to keep their customers coming into their stores, they are recognizing what customers want (and are getting from Costco's competitors). Smart move. Let's see if the pricing strategy (10% added to the total) hurts the effort. People will pay for convenience. Just not sure a flat percentage is the answer. 10% is not a big deal on a $50 order, but a $500 order could be a bit steep.
  • Posted on: 10/05/2017

    Retailers lack of trust undermines predictive personalization’s potential

    Personalization analytics get more accurate based on more data. More customers means better data. The trust issues come from expecting the analytics to be accurate when there is a limited amount of data. The more accurate predictions come when there are enough customers in the pool to make the data accurate. The old expression comes to mind: Don't count your chickens before they are hatched. In the world of personalization it's almost the same: Don't predict the next trend until enough customers have bought into a pattern.
  • Posted on: 10/04/2017

    Can retailers be healthcare disruptors?

    Some retail businesses are good candidates for integrating healthcare into their strategy. For years there have been pharmacies in retail stores. Expanding the services seems reasonable. How far they can expand? That's yet to be seen. Too far and the retailer could lose their identity.
  • Posted on: 10/03/2017

    Walmart deal shows it’s serious about same-day delivery

    Walmart knows who its competition is ... Amazon. Amazon is the most convenient company on the planet to do business with. The only way to compete beyond what Walmart has done is to be more just as -- if not more -- convenient. The same-day delivery is one way to answer that bell.
  • Posted on: 10/02/2017

    Could retail workers benefit from implanted microchips?

    I'm one of those people that would consider being "chipped" if it made my life better. My only concern is putting a foreign object into my body. However this type of chip is different. This is about making life at work easier. A wave of the hand or other type of gesture and "stuff" happens. I always thought the smartphone would be the ultimate in creating automated convenience. Open up the app, click on something and again, "stuff" happens. This chip eliminates the phone. But, at what point does the level of ease not make any difference? I think we are at the point with technology that we can create an almost transhuman experience. Now how can we use this most effectively?
  • Posted on: 10/02/2017

    IKEA buys TaskRabbit to give consumers relief with furniture assembly

    IKEA's big thing is self-service. Go to the store, pull your product, take it home and put it together yourself. Or maybe have it delivered and put it together yourself. Or have it delivered and have someone put it together for you. So many choices! (Really, only three.) That's what consumers love -- the freedom of choice. IKEA is positioned as a low-cost, self-service furniture solution. Yet they recognize the customers they could lose with that model, and they have responded to them. In a big way they say, "We want you!" and as a result arrange for delivery and setup. And now they just bought the company that does the setup. I'd say that's a pretty bold, customer-focused statement. Kudos for IKEA!
  • Posted on: 09/29/2017

    Personalization works. Why don’t more marketers use it?

    Personalization with the name may get the email open, but it is also important to personalize the message. It must be relevant to the customer. Or even with the name in the subject line, the customer may opt out of future emails.So what's holding back more personalized emails? Retailers taking the time to get the right information, in the right format, to be effective and accurate. It's that simple.
  • Posted on: 09/28/2017

    Burger King buses in customers in need of a Whopper fix

    I see this as a great promotional vehicle (no pun intended) to get groups of customers to the store for special occasions. I envision field trips for schools and retirement communities. Birthday parties for kids. Fun office events and more. I'm not sure how the economics play out, but it's a fun idea worth considering.
  • Posted on: 09/27/2017

    Will customers let Walmart deliver in-fridge?

    Whether customers want in-home and in-fridge delivery isn't as important as the statement that Walmart is making. They are taking Amazon on -- head on -- and proving they can innovate with a focus on their customers and their convenience. Sure there will be security concerns. Walmart will have to do their best to prove this is a safe and viable service. (Note: Every time we have the cable guy, a plumber or electrician in our house, there are similar concerns. Not much different.)

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