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: 03/27/2017

    Should retailers ditch five-star ratings?

    Ratings are used to get feedback from customers as well as to share that feedback with the public. Consumers use the ratings to make decisions. The flaw in the five-star rating system will be the same in a thumbs-up/down system. One is just a little "simpler" than the other. For example, someone who can't get a reservation to a busy restaurant is upset and gives the restaurant a poor rating (one star or thumbs down) -- yet the customer never even stepped foot in the restaurant. The reasons ratings work is because of the average of a number of ratings, not just one single rating. I prefer the five-star rating, but either works as long as there is a place for editorial comments from customers.
  • Posted on: 03/24/2017

    Can Nordstrom.com compete on experience over price?

    Nordtrom's reputation has never been about having the lowest price. It's been about fair pricing and excellent service. Their brand reputation is second-to-none in the retail industry. I am 100 percent confident that any channel they decide to use (digital, online, mobile, etc.) will have a consistent experience that is on par with the legendary service and experience they are known for. That means they won't change lanes and start competing on price.
  • Posted on: 03/23/2017

    Is social media influence the new key to building brand loyalty?

    Social media is marketing. Influencer marketing is powerful. Reviews are powerful. People trust their "neighbor." Influential people using and endorsing product is working. Try to get customers to shoot pictures and videos of them using products. Post with reviews. Create images of customers (real customers) mixed with endorsements. People like to do business with the retailers they can relate to.
  • Posted on: 03/22/2017

    What happens now that Alexa is on the iPhone?

    Bringing Alexa to an app on the iPhone takes Alexa out of the home or office and into the palm of the customer's hand, available 24/7, anywhere and everywhere. If Alexa is to become a part of life, it needs to be where the customer is all of the time.
  • Posted on: 03/21/2017

    How can sales associates successfully juggle customers?

    It's reasonable to think that a good sales associate could handle two shoppers at the same time. But, it gets tricky with three or four. Someone, at some point, will be waiting. Keeping customers engaged with product, versus a sales person is a good strategy. Introducing customers to each other can work with the right personalities. This article has some good suggestions. It all comes down to the personality of the sales associate. A good sales person can make everyone in the store feel special.
  • Posted on: 03/20/2017

    What could a new memes platform mean for retail?

    This is yet another channel or way that people are communicating. Next year they will probably be a half dozen others (or maybe more). Just like the traditional social channels (if there is anything traditional about social) such as Twitter, Facebook, Instagram, etc., it's just another channel. This may or may not take hold. No matter what, retailers can't fight it, and shouldn't. I've heard a few retailers complaining about social platforms. Why? Embrace all of them -- and take advantage of them!
  • Posted on: 03/17/2017

    Are Amazon’s boxes prime ad real estate?

    I can't believe it took this long to determine that the side of an Amazon box is "prime" advertising opportunity. That said, the box should still be branded Amazon. People know the box -- and sometimes are very excited to see a box with the Amazon logo on it. Yet, there is plenty of space on the box for another logo (or two) and some ad copy.
  • Posted on: 03/16/2017

    Can UPS fly past Amazon in drone delivery?

    Let the games begin! The question used to be, "UPS or the U.S. Post Office?" Or, "UPS or FedEx?" Now it's, "UPS or Amazon?"There's room for more than one player in the logistics world. There has been for years and that won't change. There will be a clear cut winner in the "new way" of delivering to that final mile, however that doesn't mean others can't survive in the market. Just as the traditional carriers compete for next-day delivery business, there will be a competition for who best delivers the "last mile." Maybe Amazon will do it better. Maybe UPS. In the end, they will both be standing. What they will have both accomplished are logistic systems that are more cost-effective, more efficient and that create a better customer experience.
  • Posted on: 03/15/2017

    Will AI transform retail marketing?

    AI is revolutionizing the customer experience. It's not as much about automation, although that is a powerful part of AI. It's what information can be provided to support a sales or customer support person. Machine learning and automation can make customer support better. Simple basic questions can be answered online by computers. Customers interact with the company -- actually the machine -- to get information quickly. The best systems simulate a "people to people" interaction. They also can tell when the customer isn't getting what they want and quickly and seamlessly connects them to a human.
  • Posted on: 03/14/2017

    Will adding Spanish give Amazon an edge over rival sites?

    I know what all of the other retailers are thinking ... "Why didn't I think of that?"Once again, Amazon is stepping up as a major retailing disrupter -- this time with a concept that has nothing to do with technology or a modern/new way of doing business. They are just thinking about their customers. And in this case it's the customers who speak Spanish!
  • Posted on: 03/13/2017

    Are retailers ‘blind’ to digital marketing’s flaws?

    Digital marketing seems to be more cost effective than traditional marketing. The cost of a mailing or a TV or radio commercial is much higher than the cost to capture someone on a social channel -- or even email. How many people are on digital (commercial free) radio versus traditional radio? How many people really watch TV (other than sports and news) on a recorded device versus in real time? And, how many of those watching TV on the recorded device don't speed through the commercials? I think you see where I'm going with this.So, assuming your customers are listening to commercial free Sirius Radio and speeding through commercials of their favorite recorded TV shows, digital advertising seems to be a very viable option -- if not the best option for some retailers.
  • Posted on: 03/10/2017

    Do consumers want AI and AR in their mobile apps?

    Give me a reason to download your app. What's in it for me? What experience will I get? Will you blatantly promote to me (and irritate me), or will you give me an experience that is of value to me? It doesn't matter if AR or AI is in the app if it doesn't make me want to keep it and use it.
  • Posted on: 03/09/2017

    Are free returns a good way to drive online sales?

    I'll take this from the consumer's view. Free returns boost my confidence. They make me feel comfortable with a purchase of something I haven't seen yet. So, it works for me.Does it work for the retailer? Well, it seems to be working for Zappos. Every company must know its numbers. They must be able to factor in costs of sales (and returns). So the cost of the return must be factored into the margin of the product. It's that simple -- Retail 101.
  • Posted on: 03/08/2017

    Is the sole proprietor toast?

    The sole proprietor in retail has some disadvantages which are obvious. Buying power is one of them. A huge advertising budget may be another. But the advantages can outweigh the disadvantages if the small retailer focuses on their customers and not the competition. For example, how do the independently owned Ace Hardware stores compete against the big box stores and online retailers? They out-service them. They have knowledgeable people who don't just give great service, but help their customers (as in "Ace Is the Helpful Hardware Place"). The key to the small mom-and-pop or independent retailer being successful is to build up a fan base. They must focus on delivering value in the form of service, convenience, personalized attention and emotional connection. Sure, they should run sales and discount promotions, but if price becomes main strategy it puts them head-to-head with the chains, boxes and online retailers.
  • Posted on: 03/07/2017

    Will using Uber for home deliveries work for Kroger?

    Home delivery has been around for years. It's just in the recent years that the concept is becoming more than a convenience, but also a channel of business. Be it Uber, Lyft or a local delivery company, it doesn't matter. The stores will find a cost-effective way to deliver. The customer will decide if it's worth paying a premium to have the groceries delivered. When those two intersect, and the data says they do, then home delivery will continue to grow in popularity. We are entering an era of convenience. Quality of product and customer service are table stakes. The store that tips the balance by providing a higher level of convenience will win.

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