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: 10/21/2016

    What follows all-day breakfast at McDonald’s?

    Eventually the sales increase will flatten out and McDonald's will have to find another way to increase same-store sales. When I was a kid, it was a family outing to go to McDonald's after the softball game - or even after school. Figure out a way to increase the family spend - not just individual customers.
  • Posted on: 10/20/2016

    Starbucks leverages barista creativity to drive sales

    I'm not sure if Barista Originals will increase ales of more expensive beverages. If I read this right, it will promote employee engagement. Happy, fulfilled and engaged employees tend to positively impact the customer/guest experience, which will positively impact the bottom line.
  • Posted on: 10/20/2016

    Will department stores experience a Christmas rebound?

    The short answer is yes. All stats, facts, studies, etc. are pointing toward a good holiday season. The retailers that will succeed will offer the customer a multi-channel experience with in-store and online choices.
  • Posted on: 10/19/2016

    Will Apple turn its stores into something more than stores?

    Apple continues to push the envelope. Love it! This next move will get them closer to the community. A large company that can do "local" well has an advantage. Assuming they are bringing in local artists, musicians, etc. Apple will gain a stronger presence as a company that supports the local community.
  • Posted on: 10/18/2016

    It’s time to say goodbye to bad apps

    Here is the question to ask: Is the app experience consistent with what the experience the customer? Starbucks is the case study for creating an app with a positive and consistent (easy, simple, quick, etc.) customer experience. Keep it consistent with the traditional in-person or online experience, and the app is a winner.
  • Posted on: 10/17/2016

    Should in-store associates help online browsers?

    Customers have a choice — online or onsite. The concept of bringing an onsite/in-store associate into the online conversation shows the focus is on the customer. Multiple channels, yet one brand. While a good onsite sales person could answer a lot of questions, the retailer may want to consider dedicated sales people to focus on the online customer.
  • Posted on: 10/14/2016

    Should Kroger go after Whole Foods?

    If Kroger acquires Whole Foods and it is a separate experience, I can see this working. But, for Kroger to acquire and rebrand what Kroger has been known ... well that is a bit more difficult. Yes, businesses have to grow and adapt. But that's completely different than changing lanes.If Kroger acquires Whole Foods and keeps them separate, will they leave management in place? Think about what happened when Amazon acquired Zappos. They let the stay Zappos and operate independently. Some of the most successful acquisitions of businesses were when the acquirer let the acquired remain autonomous.
  • Posted on: 10/13/2016

    Amazon expands lead as product search default

    I look at Amazon as a search engine — with this big difference. The people searching have their credit card in their hand. The advantage is that, like Google, everyone knows they can search the site to get information, product reviews, price comparisons and more. They were early to the marketplace and are huge. They do personalize the experience based on buying patterns, recent searches and purchases. Plus they are consumer friendly. Yes, they have a definite advantage!
  • Posted on: 10/12/2016

    Will Amazon give new meaning to convenience stores?

    Amazon knows they aren't just a retailer selling merchandise. They are a retailer that also sells convenience. First, a robust website with great selection and competitive (extremely competitive) pricing. Second, a delivery system that can include two hour deliver for some merch in some markets. And third, their delivery, pick-up and shipping programs are all about more convenience for the customer. Amazon has been in the convenience store business for a long time!
  • Posted on: 10/11/2016

    Should retail prices in-store be the same as online?

    I remember doing a little online research for a somewhat expensive purchase prior to going out to the store to purchase the item. I noted the different prices the online retailers offered. I ventured out to the store who had competitive online prices. When I got to the store, the price was higher. I asked if they would not only match online pricing, but their own branded online pricing. They refused and explained that the online company was a compete and separate division. I left and bought the same item at a competitor's store down the street.Brand confusion comes to mind. Confusing pricing strategies as well. If a brand is isn't consistent, it will erode the customer's trust. This is a new era of retailing, where the on-site and online experience are merging.Click-and-collect is the same as buying from a salesperson in the aisle -- at least to the customer. They are in the store or anywhere else with access to the internet. Either way, they pick up at the store. As mentioned above, the on-site and online experience are merging -- and the best brands know it and are adapting.
  • Posted on: 10/10/2016

    Will doubling down on e-commerce pay dividends for Walmart?

    Walmart recognizes the future is in the combination of traditional stores and e-commerce. The trick is the balance of opening new stores and building out the online business. And hopefully they aren't trying to go head-to-head with Amazon. From what they have been doing, it looks like they aren't. They are filling some gaps in their own consumer offerings. They also have some good brand loyalty that will go a long way in supporting their new efforts. It will be interesting to see how numbers play out for the different business models. We already see how e-commerce has impacted traditional retail. Will Walmart find a balance? If anyone can, they can.
  • Posted on: 10/07/2016

    Should Bed Bath & Beyond ditch its coupons?

    Bed Bath & Beyond has trained us to look for the deal. As I visit their stores I see consumers coming in with stacks of coupons in hand. It's worked. It's what they are known for. They've created a good following of loyal customers who love the deal. So, why not offer them an inexpensive membership with the promise that they will come out ahead? Similar to what Amazon Prime is doing, they will create customers who choose their company over a competitor's. This program will, at least at the beginning, be more of a retention tool. But handled well, a cashier can sell a membership to a new customer who is buying $145 worth of merchandise to offset the price of the membership. I look forward to seeing the numbers a year from now. I think everyone will be happy.
  • Posted on: 10/06/2016

    Does Starbucks need to pick up the pace at the drive-thru?

    This is simple. If there is a problem, Starbucks will fix it. They are known for their amazing "Starbucks Experience" and slow service is not part of that. Obviously, they are already working on it. If curbside pickup doesn't work, they'll find another way.
  • Posted on: 10/05/2016

    Will Google’s new devices give Apple and Amazon some competition?

    Is Google moving out of its lane? I remember when Amazon got into the smartphone business. Google may have a better shot at competing against Apple, Samsung and others, simply because it integrates with so much that their customers currently use. I wonder if we're going to see another VHS vs. BetaMax type of "war." Is there enough room for more players in this space? Time will tell.
  • Posted on: 10/04/2016

    Best Buy speeds start-ups to selling floor

    Interesting idea. I like it. It introduces consumers to new products. Allows the companies to "test" the response and interest. It gives a little credibility to Best Buy for being innovative and a supporter of the start-up community. If the sales numbers warrant the space on the sales floor, it can be a good move for Best Buy.

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