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: 02/24/2017

    Is Amazon’s Alexa a threat to rival retailers?

    We're so early into AI there is a big learning curve. Now we know how to handle the child who orders a dollhouse and $170 worth of cookies. What's our next lesson? Can't wait to find out. It's only going to make AI better.
  • Posted on: 02/23/2017

    Six ways to prevent your e-mails from being flagged as graymail

    The best emails from retailers are about ME! Make the emails personal and relevant -- always relevant. With the right data collection the retailer should know what I like, buy, how often, etc. Time the emails right (not too many, not too few) with content that is all about me and my buying habits and we'll stay connected.
  • Posted on: 02/22/2017

    What tech tools do independent grocers need to compete with e-tailers?

    Independents need to continue to create the feeling of an independent that is appealing to many of their customers. They need to be a part of the community. They must compete on customer service to start with. They must also be careful to not be left behind with certain technologies that are expected from the national chains (and online stores). Focus on a loyalty program that captures data and allows for more personalization. Create the most "frictionless" experience possible. Consider shopping online and in-store pickup as a way to compete. And do local well. Be better at the local level than a chain or online retailer. That can give a local/neighborhood retailer, at least short-term, an incredible advantage.
  • Posted on: 02/21/2017

    Are Boomers being ignored by retailers?

    If I had to choose one word to describe the strategy needed to manage the generations, it is "balance." While we must remain relevant to a new and trending customer base (or risk being left behind), we also cannot afford to ignore current customers, who you could say "brought us to the dance."Some businesses shift to keep up with trends, and that appeals to a certain customer base -- Boomer or Millennial and anyone in between. But when it comes to marketing, you must make important decisions that will either keep existing customers happy or alienate them as you pick up new customers. So there has to be a balance in the marketing strategy. All that said, it's okay to turn a focus on a new generation of customers. Just be aware of the customers you may lose in the process, and if that fits into the model, the sales plan and the vision for the brand.
  • Posted on: 02/17/2017

    Do consumers want to follow grocers on social media?

    Any business can benefit from using social media with their customers ... as long as they do it the right way. Food retailers can't just push content. Their strategy needs to segment their customers based on the different needs they have. And, most importantly, rather than just push content, engage with content. Have social conversations. Discuss recipes, new food items, etc. And every once in a while throw in the special that only comes from being connected at that level. When it's less about promotion and more about the customer, the money will eventually come.
  • Posted on: 02/16/2017

    What does it take to drive a top-down plan for customer-centricity?

    A customer-centric culture starts at the top where leadership defines the customer service and experience vision. The next challenge is to communicate it to all employees. Part of that challenge is moving the employees into alignment with that vision. That takes more than communication. It takes training. A mistake that companies make is thinking they only need to train customer-facing employees. For a culture to be a culture, everyone must be properly trained. The people working in a warehouse will be trained differently than customer-facing employees, but everyone is trained.Another challenge is long term sustainability. To accomplish this, communication and training must be ongoing. For example, if you have a car in perfect alignment, over time it will eventually go out of alignment. That's why you bring your car in for service. Employees who are in alignment with the vision today, without a tuneup (as in additional training), will eventually go out of alignment. I once interviewed the CEO of a retail chain.and asked what his most important job was. His response was simple: "To defend the culture." For a customer-centric culture to work, leadership must be relentlessly focused on keeping the people in alignment with the vision.
  • Posted on: 02/15/2017

    Is Amazon the most innovative company in retailing?

    As a company, no doubt Amazon is one of the most innovative. From their online store to Echo to the Prime loyalty program to the distribution center, they have shown how to push the envelope and innovate to the benefit of both the customer and the company. I admire Jeff Bezos when he comments that so much of Amazon's success is on platforms that others invented. Amazon didn't invent the internet or online shopping. They took an existing platform and made it theirs. They didn't invent the robots used in their warehouse. They didn't invent drones, which will potentially be a game-changer in delivery. They just use what others have created and make it theirs. And maybe that is where innovation truly lies. It's not with new inventions, although Amazon may have a few. It's taking what is already there to the next level -- or higher. That's what Amazon does so well. And, at the same time, every decision that is made keeps the customer in mind. That's powerful!
  • Posted on: 02/14/2017

    Is third-party content more effective in generating online sales?

    A good content marketing strategy is to embrace the opportunity for third party sites to post reviews, articles, etc. Assuming the content is positive, it is an implied endorsement. For example, when we post an article from a guest contributor on our site, it is assumed that we have vetted the author and his/her company. That is why "Influence Marketing" is a a hot area now. The influence a credible source can bring to the table is a powerful way to build credibility and trust.
  • Posted on: 02/14/2017

    Is third-party content more effective in generating online sales?

    Content marketing is part of social media. And the term "content" includes articles, reviews, and more that come either direct from the company's website or a third party. Anything positive that comes from a third party is implied as an "endorsement." For example, while I'm not a retailer, we have a weekly guest post from someone in my industry (customer service). A survey of my readers informs me that they trust that I have vetted the content provider. They view the contribution on my website as a form of an endorsement. This is why Influence Marketing, where outsiders literally influence the market, is such a hot area today.
  • Posted on: 02/13/2017

    Should L.L.Bean ditch its legendary return policy?

    L.L. Bean's return policy is one of their competitive differentiators. And in general a good return policy is what helps makes a consumer's decision to buy. When I talk to my clients about cutting expenses, I steer them toward cuts that won't be felt by customers. I get that there are fraudulent returns, but I caution any company about making rules that are based on a small percentage of customers, yet impact all. In other words ... Don't punish all of your good customers for the sins of a few!
  • Posted on: 02/10/2017

    Will a universal cart change online shopping?

    This is a nobrainer. Simplicity and convenience rule in today's online world. Every site a customer goes to has the potential of being a unique experience. While most sites are similar, with very small differences, they are typically intuitive, meaning the customer can naturally, with little confusion, navigate through the website. However, consistency can have its advantages, and one of them will lead to an easier experience for the customer who will be less likely to abandon the cart at the check-out point.
  • Posted on: 02/09/2017

    What makes Americans such fans of IKEA?

    What's made IKEA popular? The Swedish meatballs! Seriously, when you offer the public a good product with competitive prices and throw in a little "experience," you have a great value proposition. The experience comes in the form of a bit of "WOW" when the customer walks in the store. The size of the store, the vast selection and the displays are impressive.
  • Posted on: 02/08/2017

    Are vendors and stores headed for a fight over Amazon?

    Hanes gets it ... "Follow the customer." Where does your customer want to do business? That's where you go. You can lead them, but it takes a while to get a customer to switch purchasing habits. Brick and mortar retailers must work hard to understand the shift to online and work on their distribution and inventory control accordingly.
  • Posted on: 02/07/2017

    Will consumers buy a new vision for Abercrombie & Fitch?

    I don't know if the new format of a store will change what "ails" Abercrombie & Fitch. They have to get people into the store to start with. Is the store layout the real problem? I remember not that long ago when Walmart invested millions into concept stores because they heard feedback about how their stores were cluttered, aisles too close, etc. After the remodel customers liked the new look and feel ... and sales stayed the same.For Abercrombie & Fitch to succeed it may take more than a new store format.
  • Posted on: 02/06/2017

    Can augmented reality solve the virtual dressing room problem?

    This is just the beginning. Right now it's cool -- and some may consider it a gimmick. As it is refined, it will be a great way to help customers make choices. But for that to happen, the image of the mannequin (with a choice of five body types) has to be replaced with an image of the customer. Uploading a customer's picture which the computer can use to fit images of merchandise to the customer's body can't be that far away. And when that happens the virtual dressing room will take off.

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