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: 08/17/2017

    Is Walmart on an unstoppable run?

    This is exactly what is expected from Walmart. As a top retailer, they need to stay relevant and competitive. Wall Street appears to feel they do. If all Walmart did was keep operating as they did ten years ago they would become an entry in a history book on retailing. Instead, they choose to innovate and adapt to the changing retail landscape.
  • Posted on: 08/16/2017

    Will military tech give Amazon an edge delivering packaged meals?

    If there is a better, as in safer, way to deliver fresh food, go for it. All companies who do fresh delivery, not just Amazon, should be looking for the safest and healthiest way to deliver fresh food.The first thing I thought about is the difference between fresh squeezed juice that goes from the orange to the carton to the customer and a fresh squeezed pasteurized juice. There is a difference -- in freshness and in taste. If technology in the fresh food delivery world is truly just a better way to deliver the goods and doesn't compromise quality, taste, texture, etc., then it must be considered.
  • Posted on: 08/15/2017

    How should vendors respond to Walmart’s reluctance to raise prices?

    It's Walmart's choice to do business this way. It's the vendor's choice to do business with Walmart. Short-term decisions can have long-term ramifications. Both sides need to think hard about how this will impact retailer/vendor relationships down the road. A vendor who can't afford to do business with Walmart shouldn't go forward. This reminds me of the old saying ... "We lose money on every sale, but we make up for it with volume!"
  • Posted on: 08/15/2017

    Is Target ready to make a move on the home delivery front?

    Target knows who the competition is. Some of that competition is Walmart and Amazon -- and every other online retailer that will deliver their merchandise directly to your doorstep. If Target wants to compete at this game, this is a good acquisition. This may be something that is a "must do," not a "nice to do." This may be what Target has to do to not be disrupted. However, this all started a long time ago. Target must move swiftly without mistakes.
  • Posted on: 08/15/2017

    Does the internet know us better than we know ourselves?

    Big data gives retailers info to spot trends and predict what a consumer will buy, their interests, etc. When your profile matches thousands of other customers, it's much easier to predict and anticipate customers' next moves, purchases, problems, etc. Surveys can't be confused with Big Data. They can contribute, but surveys should be looked at and responded to, if necessary, on an individual basis.
  • Posted on: 08/11/2017

    Is a positive quarter a sign of results to come for Nordstrom?

    One quarter's results is hardly a trend. Hopefully it's the beginning of a trend. But I can tell you why Nordstrom is performing well. They have good merchandise. They have good service. And they understand their customers. They know why they buy and how they like to buy. They cater to the customer as skillfully as, if not better than, any other top retailer. They understand the in-store experience and have done well to understand the mobile and online experiences, which are constantly changing. Look how they have moved into the digital world and expect more of that over the next few years. Any other retailer would be smart to look to Nordstrom as a role model to learn from.
  • Posted on: 08/10/2017

    Do Amazon Marketplace sellers need outside help?

    As I read this article it made me realize that Amazon may be best to help their third-party sellers be more successful. Sure, outside consultants can help Amazon. But, since Amazon created the platform, why not help retailers optimize it? This is a great opportunity for Amazon. If the third-party does better, Amazon does better. The rising tide lifts all boats.
  • Posted on: 08/09/2017

    Is Wayfair Amazon-proof?

    Wayfair's strategy is good for today, but the popularity of online shopping is growing and the experiences that are creating success for Wayfair will not stand up to competition in the near future. Mr. Shah's comment about consumers looking for products that are unique and not commodities may be true, but that doesn't mean they are going to go to Amazon first. Visual search and other technologies will help compete, at least short-term. Companies like Wayfair will have to be leaders in marketing innovation to stay ahead of their competitors.
  • Posted on: 08/08/2017

    Should executive pay structures change to address slower growth at retail?

    Pay at the executive level will always be higher. I like when part of the compensation is tied to results. I remember years ago one of my favorite clients paid all of their executives the same base, which was very low (under $50K). However, if they hit their numbers, they were well compensated. Many made seven figures -- all on top of their low base.
  • Posted on: 08/07/2017

    Is agile fulfillment the solution to retail’s renaissance?

    Should agility be given more weight than scale? The best retailers have that in balance. And, those best companies run on highly refined repeatable systems that scale. That said, the old saying is: "The only constant is change." The best companies know this, and their systems, while consistent, have room for flexibility. The solution is for a retailer to forecast using different models. Planning for what is most likely to happen without considering these other possibilities can be dangerous, especially as competition heats up and innovative companies disrupt the retail industry.
  • Posted on: 08/04/2017

    Will Amazon’s new return policy help or hurt its marketplace sellers?

    Good move by Amazon. Creating the consistent experience, even with returns, is important to maintaining the customer's trust and confidence. If I buy from a third party through FBA and the retailer doesn't honor returns at the same level, it will reflect not only on that retailer but also on Amazon. Amazon is saying that if you aren't good enough to guarantee your merchandise with a customer-friendly return policy (Amazon's is exactly that) then go find another place to market your product. In the end, the customer will trust Amazon and any other retailer working through Amazon. This is good for everyone.
  • Posted on: 08/03/2017

    Are retailers squandering store traffic?

    Brick-and-mortar retailers are competing against other brick-and-mortar retailers and online retailers. Competition is tougher than ever. If a retailer isn't properly training their people to not only sell but, even more importantly, to build a relationship with the customer, they are missing a big opportunity. Conversion rates aren't just being hurt by price-sensitive shoppers who believe they will get better pricing online. They are being hurt by employees who don't know how to sell and build customer relationships.
  • Posted on: 08/02/2017

    Should user-generated content move beyond product pages?

    Customer reviews and UGC can be -- and should be -- everywhere, from the product pages, to the front page of the retailer's website, social media channels, such as Twitter, Facebook, YouTube, etc. and more. And, they will also show up on review sites as well. Anywhere it fits. Video testimonials (YouTube) are extremely powerful. Where should UGC/customer reviews be posted ... everywhere!
  • Posted on: 08/01/2017

    How disruptive is Alexa to CPG brands?

    Get used to this. The retail industry is being shaken up. The retailer must find a new way to compete with Alexa, Siri and any other interactive platform that will carry out simple commands, such as ordering toilet paper. By the way, simple commands will become more complex as these platforms get smarter and smarter. What will eventually happen is that these platforms will allow you to order what you want from where you want. So Siri may allow you to order from your local store, as long as the local store is set up to deliver at the same level as Amazon.
  • Posted on: 07/31/2017

    Has Amazon created another high-draw shopping model with its Treasure Trucks?

    I like this. Is this a way to move inventory fast? Is it a way to connect Amazon on a more personal level? Is this a way to have weekly or monthly sales where people get excited to see what deals are available? (Think Tuesday mornings when crowds showed up to see what was offered that week.) This is an interesting concept that creates another channel to get Amazon closer to the customer.

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