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

  • Posted on: 12/08/2016

    Will e-gifting replace gift cards?

    It's all about convenience. Sure, the tradition of opening an envelope with a gift card (or cash) is always fun, but we are in a digital era where e-anything is almost becoming the norm.That said, consider something as simple as a thank you note. An emailed note is nice and appreciated. The handwritten thank you note is nicer and even more appreciated.
  • Posted on: 12/07/2016

    Are retail associates ready to deal with abusive customers?

    I've seen angry customers, yet I haven't seen anyone cross the line into being physically abusive. There are words, sometimes inappropriate, and regardless of the reason for the abusive language, there is no excuse for it. Stress and tension is higher during holiday shopping. When there is a confrontation, a manager must step in. If it is the store's or employee's fault, a manager can help right the situation. But even so, the manager must show employees that he or she has their back. It is an opportunity to showcase the manager's leadership qualities, negotiation skills and to become a role model for employees to emulate.
  • Posted on: 12/05/2016

    Does Alexa need a screen?

    The primary reason we love Alexa is that it's all about a conversation -- and that's a voice, not a screen. That said, I can see a group of Echo customers that can benefit from the screen, but at this point it's probably a secondary product offering. For retail purposes, a seven-inch screen won't showcase a product much better than a mobile device. When the Echo can seamlessly work with a computer, or even a large screen smart TV, then we may have something to consider.All that said, just like any new technology, Amazon can educate the consumer on the benefit to the screen. Maybe they will show us why we can't live without it.
  • Posted on: 12/02/2016

    A small retailer makes a bold move against big chains

    Local can be a huge advantage. I don't believe in bashing the competition (national chains), but instead pointing out differences. Ace Hardware has done a magnificent job in not just surviving, but thriving alongside the big box competition. How do they do it? By creating value where the national chains don't. It's their helpful service, the ease of getting into and out of their stores, the community involvement and more. They are a model of how independent and small retailers can compete against national chains.
  • Posted on: 12/01/2016

    Click and collect and ship-from-store change associate job descriptions

    Convenience is a factor. If it is easy to go online and have a quick in-store pickup, savvy customers will use the service. And, as for best practices for attending to customers who do come into the store, just to pick up? Continue to deliver the same (hopefully high) levels of service you've always delivered. An in-store pickup is an opportunity to engage, even if it is minimal. Try to create a connection. It's what will get the customer to come back next time.
  • Posted on: 11/30/2016

    What convinces retailers to innovate?

    Why innovate? Is it declining sales, competition, old/outdated business models? Yes to all. What brought retailers to where they are today may not keep them there without change and innovation. The key is knowing what to innovate. Unfortunately, too many companies are afraid to innovate for fear of investing in something that won't work or return on the investment. And, with so many ways to innovate they get "analysis paralysis." That's why smart leaders get paid what they get paid.As for creating a culture of change ... ask all employees to participate in sharing at least one idea that will change something in the company. It can be focused on making money, saving money, safety, a green idea, etc. Every submission is read. Everyone gets feedback. And, the company shares which ideas are going to be implemented. Do this exercise on an ongoing basis — once a quarter or once a month. I have some clients who do this once a week. Some of the best innovation ideas don't always come from the outside forces, but from the employees in the company.
  • Posted on: 11/29/2016

    What does a record Cyber Monday foretell for the remaining holiday season?

    Let's not just consider Cyber Monday, but also Black Friday. Black Friday's sales were a record with more than $3 billion in sales -- with more than $1 billion of that coming from mobile (another record). Cyber Monday also set records.There are at least two things we can surmise from these numbers. First, the economy is strong and sales will be good for retailers. Second, retailers need to pay attention to the way consumers are buying; in-store, online, via mobile, etc. As for the popularity of one-day sales like Cyber Monday (or Black Friday), we're seeing the lines -- or should I say days -- blurred by retailers who announce their Cyber Monday sales a week in advance.
  • Posted on: 11/23/2016

    Ten tips to a stress-free, enjoyable and productive holiday

    All of these are great tips, yet if I had to pick just one I'd go with number two -- to improve performance from the day before. In other words, be better today than yesterday ... every day! And that's a great mantra to have throughout the entire year, not just during the holidays. Happy holidays to everyone, and may today be better than yesterday -- and next year better than this year!
  • Posted on: 11/22/2016

    How important is convenience to motivating online holiday shoppers?

    All things being equal (price, quality, etc.) convenience will tip the scale and win. And, while many consumers are looking for the lowest prices online, convenience will take away some of that price sensitivity. Convenience can be considered a premium service experience which consumers will be willing to pay more for.For an online retailer to be successful they must offer up competitive pricing, comparable quality and a level of customer service, which includes convenience, that instills trust and loyalty with their customers.
  • Posted on: 11/21/2016

    Will Alexa-exclusive deals bring holiday cheer to Amazon?

    I don't know how much the virtual assistant deals will impact shopping this year. Small, if at all. It is just swapping out one form of shopping for another. And that is the key. Over time, the virtual assistant will become a more viable shopping channel. Just like getting people to buy online, we are now moving into another channel that will take time to become mainstream. I always think of the airlines and how they "taught" passengers through giving them more miles or a discount to buy their tickets online and then check in online. That's what is happening now. We are in the consumer education phase. Let them experience how easy it is to do business with the virtual assistant and it becomes less of a novelty and more of the way we just do business. There will be a tipping point in the not-too-distant future where virtual assistant shopping is no longer a novelty.
  • Posted on: 11/18/2016

    Are Neiman Marcus and Rent the Runway meant for each other?

    I like this idea. It shows that Neiman Marcus is focused on their customers. So a customer rents the dress, but don't you think the customer will want to accessorize a bit? Neiman Marcus will pick up incremental business as a result of the "rental relationship."We are in a new age of retail. Online is now mainstream, but just a few years ago it was a trend. The sharing economy is trending toward becoming business-as-usual.
  • Posted on: 11/17/2016

    Do consumers now expect two-day delivery?

    Amazon has set -- and continues to set -- the standard for delivery; free, two-day, two-hour, etc. Think about how expectations have changed over the years. It used to be that if you ordered something it would take four to six weeks for delivery. You were thrilled when it showed up closer to four. Companies recognized the power of faster delivery and used carriers like FedEx and DHL to increase times to several days versus several weeks. Over time, the expectations of faster delivery became higher and new standards were set. Amazon knows what their customers expect and want. They test to see what resonates with their customers and what they are willing to pay for it. For now and the foreseeable future, all companies (not just retailers) should be studying what is working for Amazon. Currently they are the standard.
  • Posted on: 11/16/2016

    Nike goes big with an experiential concept in Soho

    Nike does some very bold marketing and advertising. This is another version of what has been working. Is it worth signing athletes to six and seven figure contracts? Yes. Is it worth investing in a showcase like the Soho experience? Yes. Many well-known brands have done this. (Restoration Hardware just built a five story showcase in Chicago -- and it is magnificent.) This is all part of image, reputation, visibility and more. (I can't wait to visit the store the next time I'm in NYC.)
  • Posted on: 11/15/2016

    How will the ‘sentient enterprise’ spark shifts in company culture?

    Too much data creates analysis paralysis. That's what holds companies from taking control and using the data. The smart companies (and smart executives in those companies), know what data to take action on.
  • Posted on: 11/14/2016

    What should stores do about BOPIS abandonment?

    What is the cost of an abandoned order? What percentage of orders are abandoned? The customer pays in advance. Rather than penalize the customer when they don't pick up, how about an incentive when they do? Maybe it's a small rebate or discount on the next order. It would be interesting to see how an incentive reduces the number of abandoned orders.

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