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: 01/23/2017

    Can soccer be a differentiator for Target?

    Soccer in the U.S. is a good bet. It's growing in commercial popularity, not just as a school sport. Worldwide it has popularity that rivals our biggest sports franchises in the U.S. To sponsor is one thing. To sponsor with a merchandising program is another. For there to be a return on sponsorship dollars, there has to be a good merchandising plan in place. I can't imagine that Target won't have one. I'd love to see Target as the go-to soccer retailer (non-sporting goods or specialty store), and I think they would be, too. They have a great brand and now they are going after another segment or demographic of customers -- one that loves soccer.
  • Posted on: 01/20/2017

    Will online sales redeem struggling brick and mortar retailers?

    The "big guys" will have to adapt more quickly to stay competitive. The magic between in-store and online is in the mix. Today the online version of a brick-and-mortar store can't be an after-thought or an add-on. It must be treated as a flagship store. Recognizing how consumers are moving between the two channels is important. Each brand will have its own version of what's working, what's not, what percentage of customers buy from one channel over another, etc. The brands have a great reputation they must use to compete in all channels.
  • Posted on: 01/19/2017

    Will Walmart’s Scan & Go catch on this time around?

    The technology is appealing as it makes the checkout process more convenient for the customer. That's always a good thing. However there are strings attached. Those strings are in the form of educating a customer to use the app and new process. Make it easy and intuitive. Give them an incentive -- a free drink or something of minimal but appreciated value -- to reward their effort to learn and use the new technology.In the last two years Panera Bread (restaurants) started using kiosks to make it easier for customers to order. I remember my first experience. There was an employee teaching customers how to use the system. And they rewarded me with a free cup of coffee. And I've been using their self-ordering system ever since.
  • Posted on: 01/18/2017

    Is Net Promoter Score flawed?

    I'm a fan of NPS, I know what it is good for -- and what it is not good for. It is a one-question survey that gives you an instant read on a customer's overall feeling for the company. Being willing to recommend is different than actually recommending. But the fact that a customer is happy enough to possibly do so tells you a lot about how the customer feels about their experience. Adding an additional question or two -- maybe an open ended question, such as "Why did you give us that score?" -- may be helpful. I've written quite a few articles on NPS and I don't want this answer to turn into another one. So recognize NPS for what it is -- a simple, yet powerful, question that gives you a good sense of what customers think of what it's like to do business with you.
  • Posted on: 01/17/2017

    Sir Richard Branson at NRF: Are retailers looking outside the box?

    There is danger in leaving core expertise -- as in, changing lanes. A clothing store doesn't typically open a movie theater. Within the industry there are multiple ways to do business, with more and more new business models. As long as those models stay within our expertise, we should experiment, test and figure out ways to create multiple channels of revenue within the main focus of our business. The simple example is a brick-and-mortar retailer developing an online presence.
  • Posted on: 01/16/2017

    Will blending online/offline roles improve the Walmart customer experience?

    From a customer's perspective, Walmart -- or any company -- must create a consistent experience across all channels. Online or in-store, it doesn't make a difference. If a company can't be consistent across channels, they lose their customers' confidence. Lack of confidence erodes repeat sales and loyalty. I like what Walmart is doing, recognizing the importance of creating a great experience -- regardless of the channel.
  • Posted on: 01/13/2017

    Will Alexa become the voice of IoT?

    The Echo is winning today in a fast-growing market. Amazon has done a great job of infusing Echo into the consumer market. They are even doing great things in business market. Yes, they are currently the big player, yet Google has the potential to be huge as well. Look at Apple and their iPhone. They were at the top, by far, until the competitor, Samsung (and other competitors) found their audiences -- and Samsung will continue to grow their market. We can expect Google and other competitors in the IoT space to do the same, taking market share away from Echo.
  • Posted on: 01/12/2017

    How will Walgreens benefit from its FedEx drop-off/pickup deal?

    Walgreens may be a major chain with billions in sales, but they are also a neighborhood drug store. Anything they can do to connect themselves to the "fabric of the neighborhood" is going to benefit them. Putting FedEx drop-off and pickup into the stores offers the local community another reason to shop at Walgreens. Every business needs to look for ways to be more convenient for their customers. Congratulations to Walgreens and FedEx on a smart partnership.
  • Posted on: 01/11/2017

    What does giving up alcohol say about Starbucks?

    Starbucks has come to the realization that selling wine won't work. (That doesn't mean it won't work in the future.) I applaud Starbucks for their testing of the concept. And, they didn't test just one or two stores, but several hundred. Their sample was big enough to make a very informed decision — very little room for doubt.Business is like a card game. You have to know when to hold and know when to fold. Starbucks is a case study on how to properly test and move on when the test fails. Stakeholders should be impressed with how Starbucks went about it.
  • Posted on: 01/10/2017

    Will 2017 be the year of the chatbot?

    Chatbots are great when they work. It takes time, testing and more testing to get a system that answers the questions that the customers have. When that happens, customers enjoy the experience.The best chatbots do more than just retrieve information. They understand. That's where AI (artificial intelligence) kicks in. AI will help make the chatbot experience even better. The goal is for the customer to not know if they are communicating with a machine or a human.A good chatbot system will not only provide the option to switch to a human, but will also seamlessly do so without being asked. The chatbot should be able to recognize customer frustration and automatically let a human step in.Finally, while most people view the chatbot to be used for customer support issues, I love the idea of the in-store assistant. This shouldn't replace someone on the floor, but should give a customer the choice as it could positively add to the experience and make it easier on the customer. Think of the airlines. You have the option to check in online or go to the airport. It's a choice, although sometimes you must seek out someone at the airport for additional help. This is the same in retail.
  • Posted on: 01/09/2017

    Will its acquisition of ShoeBuy.com boost Walmart’s online performance?

    Walmart is a viable player in the online world. They still have to go up against Amazon.com, who has the largest product offerings. And Amazon is creating their own lines of merchandise. So how does Walmart compete? They are not just getting bigger by adding product. They are getting bigger by acquisition of full lines or companies. This a way to get bigger ... faster.
  • Posted on: 01/06/2017

    RetailWire’s top five discussions of 2016 – What will top the list in 2017?

    None of the top five topics surprise me. None of the topics discussed a merger of stores or a closing of stores. That's daily news. All of these topics have longer-term impact on the industry.Two areas of discussion will rise to the top in 2017. The first will be Amazon.com. They are moving fast and in a direction that will impact retail and business more than any other company. The second will be how AI (artificial intelligence) uses data to enhance the customer experience and support stronger retail sales (just two of the many ways AI will impact business positively).
  • Posted on: 01/04/2017

    Should workers have the right to disconnect?

    Typically, retail employees are paid by the hour. They clock in and out. (If they are expected to remotely or digitally work outside of those clocked-in hours, they should be paid.) Salaried employees, such as managers, have a different set of expectations they need to meet. Do I feel employees have a right to disconnect? Of course! Do I feel certain employees are expected to be available? Yes! And I feel that the expectation needs to be created by the employer. Doctors aren't on call 24/7. They may be on for one weekend and off another. Or maybe one or two nights a week. Depending on the job and the employer's expectations, which should be clearly outlined, employees who accept the job and commit to meeting those expectations can be expected to be "on call" and answer communications. However, "All work and no play makes Jack a dull boy." Everyone deserves some disconnect time.
  • Posted on: 01/03/2017

    How can retailers make online reviews more useful?

    The more information an online review can provide, the better for the potential consumer. More than ever, consumers are looking for third-party reviews (endorsements). If the system allows for details, such as the shoe example (shows it runs small, narrow, etc.), the customer can make a more informed decision. Number one, it creates a real expectation. Number two, it will cut down on returns.Another great function of an online review is an opportunity for the company to engage with the customer. If there is a bad review and the company responds, it will show the consumer how well (or not) a company handles complaints and problems. I've seen some review websites in other industries that don't allow for the company to respond. In my mind, that's a huge mistake and unfair for the company.
  • Posted on: 12/30/2016

    Amazon considers floating warehouses

    Is Jeff Bezos full of hot air, or is he a genius? I'll vote for genius. This is what our future looks like. I love the dual use of the blimp -- to hold the merchandise and to advertise. The cost of floating in the air is far less costly than real estate on the ground, especially in populated areas. My concern would be for safety if the blimp fails. So maybe there are regulations that the blimp stays away from populated areas. It can use lakes and rivers as hovering points. I can't wait to see what the next few years will bring us. (Thank you Amazon for always raising the bar on retail innovation!)

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