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: 12/18/2017

    Did Netflix cross the data-disclosure line?

    Oh, come on! The comment was meant to be funny. None of the customers' identities were revealed. No company should offend anyone, and this tweet was not meant to be malicious or offensive at all. I joke about my son watching Star Wars dozens of times. I don't think he was ever offended by my comments. If anything, he was proud of being our resident Star Wars expert.No doubt there is a line that should not be crossed in revealing data, even anonymously. For the most part, good companies like Netflix and Amazon know where that line is.
  • Posted on: 12/18/2017

    Do pop-up efforts make sense for subscription box services?

    This is simple promotion. The pop-up presents two (if not more) opportunities. The first is an opportunity to sell merchandise. The second, and more important, opportunity is that the pop-up is an excellent advertising, marketing and brand awareness program, all rolled into one.
  • Posted on: 12/15/2017

    Are micro influencers better for retailers than macro influencers?

    Most "influencers" are known in their industry, or by a group of peers. Many have large followings in social media. That said, why not make everyone feel as if they are an influencer? Work to make everyone who does business with you a brand ambassador. Be good enough that they will talk about you. Reward those that do. Nothing big. Maybe even just a little recognition. If you can connect with enough small or "micro influencers," you can create an army of evangelists!
  • Posted on: 12/14/2017

    Will chatbots replace customer service reps?

    Currently chatbots are being used to handle lower-level questions and requests, like a change in billing address or credit card. While they are getting "smarter" (and will continue to do so), the way chatbots are being used will not change in the near term. Some of the bots are "smart enough" to detect when their answers are wrong based on the customer's response. They will then seamlessly switch the chat to a support agent. In several years, we'll see AI improving and handling more complicated interactions. Until then, the best companies are balancing AI with the human touch.
  • Posted on: 12/13/2017

    Will late deliveries mess up Christmas?

    NOT AGAIN! We have gone through this before. The carriers miss delivering packages for reasons such as not anticipating volume or not expecting bad weather. To that I say ... "Bah Humbug!" Come on! UPS is already alerting customers that their shipments could be delayed. It's still almost two weeks out from the big day (Christmas). So here are a couple of thoughts. First, all carriers must let retailers and customers know what they can count on. Retailers can't take a chance that their carrier or choice will fail, as it reflects poorly on them if it happens. So let customers know what to expect. Suggest alternatives rather than home delivery; such as delivering to the drop locations, like Walmart.There is tons of data and companies like IBM (using Watson) can predict with great accuracy what can be expected. So look at the data. Ramp up for it. Plan ahead! Noah didn't build the Ark after it started raining!
  • Posted on: 12/12/2017

    Why are so many brand categories woefully bad at word-of-mouth?

    Many tech products are sizable investments -- hundreds and sometimes thousands of dollars. Consumers research and look at reviews much more than other products (such as food). I'll take a chance on a new food item that costs less than $10 without looking at consumer reviews. But I want to research and read what others think of that new 70" TV I'm considering for our home.
  • Posted on: 12/11/2017

    Will last-minute pickup payoff for Walmart?

    The opening line of the article sums it up: "Doubling down on service ... " Consumers already know that Walmart is known for low prices and large selection. Anytime you can back that up with more service and convenience, you have a winning combination. So during the busy holiday season (as well as any other time of year), this is something that could help drive more sales to Walmart. The key will be getting customers to know about the service -- and use it.
  • Posted on: 12/07/2017

    Will shoppers pay services to do returns for them?

    I'm not sure how viable the business model is at $9.99/return, but I like the concept. There are similar services, so it's not brand new. In the age of customer convenience people will be willing to pay for this service, and it wouldn't surprise me if the Ubers of the world jumped in on this.
  • Posted on: 12/06/2017

    Dollar General is betting on the continuing decline of the middle class

    I don't know about the "death of the middle class." I do know that a business (any business) has to know its market/demographic. If the focus is on lower income, middle, upper middle income, etc. it doesn't matter. Choose the lane you want to play in and stay in it.
  • Posted on: 12/05/2017

    Subscription services are moving beyond just being surprise boxes

    I have always loved the subscription model as a way to run a business. I also think, as a consumer, it's easy, convenient and dependable. Those are three good reasons to want to subscribe, but when you add in the concept of relationship (as Erik Reynolds points out in the article above) or connection to a community, you take the subscription model to another level.
  • Posted on: 12/04/2017

    Barnes & Noble wants to get smaller, more bookish

    This is what got B&N to the dance! They are, and always have been a bookstore. With technology, they don't need to be a big book store. They can have their core books and have on-demand books printed in just minutes. There are obvious super-store locations that still work, but I like that they are going back to their roots. And of course they still have their big online presence.
  • Posted on: 12/01/2017

    Will click & collect finally compel retailers to remodel stores?

    A quick fix should suffice. Make it EASY for the customer. Customers are still coming to your store. In many cases they are purchasing an item to pick up, not for convenience (although it is), but to make sure the item is in-stock and waiting for them. Investments should be focused on making it easy and convenient for the customer, while at the same time positioning the "collection point" in the right place to support more in-store sales.
  • Posted on: 11/30/2017

    Will a combo of data and personal stylists drive online apparel sales?

    Today's best customer experiences happen when the business combines digital and human. The "heavy lifting" in the Allume business model can still be done by "data crunching" and AI support. Then adding the human factor brings it to a much higher and personalized level. Kudos for Allume!Retailers must realize that a sterile digital experience sets a competitor up to take customers away by simply offering a more human or personalized experience. This is an important point to always keep in mind.
  • Posted on: 11/29/2017

    Tech tries to end the annoying search for mall parking spots

    Anything that can create a better customer experience is good for the retailers in the larger shopping centers. Some excuses for not going to the mall include ... "always so much traffic," and "it's hard to find a parking spot." That's friction that can be eliminated, at least partially, with a system that helps customers know where there are available parking spaces.
  • Posted on: 11/28/2017

    The RetailWire Christmas Commercial Challenge: Amazon vs. Walmart

    Both companies created great commercials. To share my opinion would be sharing ... just an opinion. The numbers and sales will tell. Both understand what their "audience" of customers want and expect. The goal of these spots are to connect with the customers that already love them (that's validation) and appeal to those thinking about doing business with them.

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