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

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  • Posted on: 08/26/2016

    Are wearables on the way out?

    FitBit and the Apple Watch are early iterations of wearable technology. This is just the beginning. Between wearables and IoT (Internet of Things), life as we know it will change. It's almost as if you can think it -- or envision it -- it can become realty. There are so many significant ideas coming to fruition, it will be mind blowing, which means huge opportunities for retailers.
  • Posted on: 08/25/2016

    Can Best Buy build momentum with new services and IoT?

    IoT products are a perfect extension of the Best Buy product lines. They are known for electronics and have great merchandising and displays. Rivals such as Target and others mentioned in the article are general merchandisers, while Best Buy plays big in the electronics and technology areas. They will also have opportunity similar to the Geek Squad where they will help customers set up their home and offices to take advantage of IoT products.
  • Posted on: 08/24/2016

    Amazon tests one-click product placement

    This is how technology, marketing, selling, etc., is evolving. Amazon is eliminating steps between seeing a product in a movie or on TV and actually making a purchase. That's one of the things that Amazon is really good at. Making it easy for the customer to buy with as few clicks or steps as possible.We are seeing the future. It's happening right in front of us. This is the first iteration of this type of marketing/sales technology. There will be some kinks that have to be worked out, but what an interesting start.
  • Posted on: 08/23/2016

    Will Target get wrapped up in fake sheet controversy?

    Target did the right thing. 100 percent! Target wants to be a retailer the consumer can trust. This shows that they follow a code of conduct that protects the consumer (as well as them). The way they handled this is a case study in the right way to handle this type of situation. Other retailers can learn from this. And in the end, it benefits the consumer.
  • Posted on: 08/22/2016

    Is on-site childcare the key to cutting employee turnover?

    Perks and benefits can go a long way towards keeping employees. Sometimes the perk/benefit is even more important than a salary. But in the end, it will be the entire employee experience that retains an employee. A bad manager and lack of appreciation can cause employee turnover, regardless of salary and benefits.
  • Posted on: 08/19/2016

    What can retailers do to find and hire amazing people?

    I like all of these ideas, especially number seven, "working the floor as part of the interview." One idea to add would be to have the applicant come in a few minutes early (or anytime before the interview) and check out the store -- almost like mystery shopping (although they don't really have to buy). During the interview, ask for any feedback or observations.
  • Posted on: 08/18/2016

    Have consumers accepted dynamic pricing?

    Dynamic pricing is more about the company than the customer. It's not about supply and demand. It's more about demand and (more) demand.While one may perceive this statement to be negative, it really isn't. It's just a pricing strategy. Think of the customer who knows there will be a sale in a month and still chooses to buy at the higher price. Or a customer that missed the sale and still wants the merchandise. Or a customer that finds the item they bought last month is now on the close-out rack.The negative perception the consumer has about dynamic pricing can be managed with good communication and a "perception strategy."
  • Posted on: 08/17/2016

    Will a blog help Publix make social connections with customers?

    One of the most powerful ways to market and connect with your customers is through content marketing. A blog is one of the easiest ways to help drive that initiative. Keep in mind that content marketing is not advertising. Content is value. It can include some promotion, but when the customer realizes you are pitching versus adding value you lose them.It's a great strategy for Publix to use a blog to further engage with their customers. (I'm surprised it has taken this long.)
  • Posted on: 08/15/2016

    Is brick & mortar ready to leverage in-store shopper data?

    How can any retailer, brick-and-mortar or online, not use data? Data gives you information you need to be successful. Take advantage of it at every opportunity.
  • Posted on: 08/12/2016

    What does it take to regain customers’ trust once it’s been shaken?

    All three recommendations are sound, depending on the crisis.Here is the bottom line. When a crisis takes place, the goal is not to just restore order back to normal. The goal is to regain confidence.
  • Posted on: 08/11/2016

    Can (should) brands do without department stores?

    The department store has to be the right image, have the right customers and have a mutually agreed upon retail strategy that meets the needs of the luxury brand. That includes positioning and pricing.I remember my thoughts as a consumer when I was buying some "designer jeans," only to find the brand being sold at discount stores like Marshall's and Sam's Club. It took my image of the brand down from specialty/designer to common merchandiser. The result was that I would no longer be willing to buy them at non-discounted retail prices. They trained me to look (or wait) for the sale.
  • Posted on: 08/10/2016

    The ‘McDonald’s of the Future’ leans fast-casual

    McDonald's has done a wonderful job of listening to their customers in the past. The all-day breakfast proves that. They are giving their customers what they want. Today's customer is different from the one 10 years ago -- or even from last century (which wasn't that long ago) when McDonald's had much of its growth. There will most likely always be a place for a Big Mac and those delicious fries, and I doubt they will eliminate those and other savory items from the menu. Yet McDonald's knows their offering of healthy choices will appeal to a broader base of customers.
  • Posted on: 08/10/2016

    Will selling in fewer stores help Coach sell more handbags?

    Scarcity can create demand (as long as the product is worth the demand). Getting Coach products away from retailers who discount will help get them back to their "exclusive" reputation.
  • Posted on: 08/09/2016

    Are loss leaders a losing proposition for stores?

    First, there is a reason they call it a loss leader. Typically the retailer loses on the item. But it leads to more sales.Second, there have always been cherry-pickers and there always will be.All a retailer has to do is analyze their data and determine what price to use for their loss leaders, what's working, what's not, etc.
  • Posted on: 08/08/2016

    Amazon launches Prime Air

    Amazon.com is the total package. From merchandising to pricing to customer service to logistics, etc. This is just one more piece of the logistics puzzle to give Amazon the opportunity to control 100 percent of the process. As Amazon mentions in the article, this may not replace FedEx, UPS, etc., but it at least gives Amazon a choice or even a backup if needed.

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