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: 07/25/2016

    White lies, sales fibs and the customer experience

    There is no room for dishonesty — however small. How do you handle a dishonest employee? There are different level of offenses. If it's a "white lie," perhaps it warrants a reprimand ... the first time. The second time may the end of employment. A dishonest habit, however small, is dishonest. When does the employee lie to an employer? Honesty is a core value that cannot be compromised.
  • Posted on: 07/22/2016

    Will AI mobile apps replace associates on Macy’s sales floor?

    This will be an interesting test. Macy's is a full-service experience. The balance between personal service and AI must be carefully made to ensure Macy's doesn't lose their on-site shoppers to online, which is more competitive and throws many retailers into a commodity trap.
  • Posted on: 07/21/2016

    What does Unilever’s acquisition of Dollar Shave Club mean?

    Unilever wants more customers and sales. Every company does. Growth through acquisition is a strategy. But what Unilever will get is more than sales. They will get a business model that is far different than their traditional strategy. They will learn about engagement at a level they have not implemented in the past. And they will learn the strategy of convenience, which is one of the biggest trends in customer service/experience.
  • Posted on: 07/20/2016

    How can retailers gain something useful from employee surveys?

    Employee surveys are good for several reasons. First, they do show that you are interested in an employee's opinion. Second, if the company listens, it shows they care. Third, and this is the one that interests me most, if the result shows employees are happy, there is a good chance that the customers are happy as well.Taking the third example a step further, there is a direct correlation between employee satisfaction and customer service. Look at GlassDoor.com surveys. The high scores for leadership correlate with the companies who achieve high scores with the American Customer Satisfaction Index. Those companies (public companies) tend to beat the S&P average, which means the happy employee/happy customer positively impacts the bottom line.
  • Posted on: 07/19/2016

    Are wearables just for the kids?

    A wearable isn't about fashion and cool. Sometimes it's about function. Philips Lifeline -- the wearable where the elderly person says, "I've fallen down and I can't get up!" is a matter of function, not fashion. People are sporting wearables to monitor their heart rate and pulse, remind them when to take medicine and more. That's just for the healthcare industry. The function of wearables is in its infancy. There will always be a cool watch, ring, bracelet, etc. that is just cool to have. But that won't sustain the industry. It will be function over fashion and, personally, I'm excited about what's coming soon.
  • Posted on: 07/18/2016

    Pokémon Go showcases potential of augmented reality in retail

    This is the start of something big. Pokemon Go is just the beginning. If this type of gamification catches on, there will be amazing marketing opportunities for all types of businesses -- especially in the retail industry. In the near future we'll see other versions of Pokemon Go (as in competitors) that try and enhance the user/gamer experience. So ... Let the games begin!
  • Posted on: 07/15/2016

    What is Starbucks baking up with its latest investment?

    In theory I like this. It gives Starbucks another identifiable food experience beyond coffee. The question that is being raised by fellow BrainTrust colleagues is the first thing that came to my mind. How do you scale this to all stores, big and small? (Small stores are more the concern.) I don't know if every store can bake, but perhaps some stores can become distribution centers for the others that can't.
  • Posted on: 07/13/2016

    Amazon declares victory – Prime Day II concludes

    The success of Prime Day isn't sales and revenue. It's the number of new members and renewals. Amazon executed a masterful plan. They gave amazing deals to current members and introduced Prime to potential members. And, when they were day was over, it worked.Amazon has momentum with the Prime program. We'll continue to see increases in membership and renewals, especially as benefits (well beyond free shipping) increase. Amazon is moving from an online retailer to a way of life -- kind of how Apple turned a phone into something people can't live without.
  • Posted on: 07/12/2016

    Walmart counters Prime Day with free shipping, no minimum required

    Let the games begin! Walmart is famous for competing on price. Someone (Amazon) undercut them by offering free shipping for Prime members. Now Amazon offers free Prime (for a trial membership). Walmart feels that free shipping will compete with Prime. It will for a short time. But in the end Amazon will win because free shipping is just one part of the Prime membership. Prime members are loyal to Amazon. Walmart customers are loyal to free shipping and low prices.
  • Posted on: 07/11/2016

    Are self-checkouts dooming impulse purchases?

    There may be limited opportunity (but still some opportunity) for impulse purchases at checkout. All that means is that the retailers have to find other areas within the store to stimulate the impulse purchase.
  • Posted on: 07/11/2016

    Will drop-off points boost online sales?

    In certain markets, this makes total sense. I speak from experience -- actually my daughter's experience -- in that the "package-pickup locker program" works. There are many people who prefer this system rather than having a package left outside the door or at a neighbors. And it's easier for the carrier. It's a win/win.Win for the customer: Convenience. The lockers are usually close -- in urban areas within walking distance.Win for the carrier: Huge time savings. No longer does the carrier stand at the door waiting, eventually finding a neighbor to hold the package, leaving a note or having to return on another day to try again. Time savings means money savings.
  • Posted on: 07/08/2016

    Are in-store personalization tactics becoming less creepy?

    I like it. It's not creepy when it's transparent. First, the customer has to agree to participate by sharing information. Second, they need to be told the benefits -- and what the experience will be like. If anything, it will intrigue many people to come back and give it a try. They will want to find out what the "personalized experience" will be like. Done correctly, with the right information and comments added, you can create a better, customized and personalized experience that the customer appreciates and embraces.
  • Posted on: 07/07/2016

    Yes! McD’s McGriddles all-day, every day

    McDonald's got a boost when they expanded their breakfast from mornings to all-day. It worked and was a good strategic move. Their customers love the all-day breakfast.This new move is a good one, not because of more items on the menu. It's good because more items draws more attention to the all-day breakfast. This is more a PR and marketing play than anything else. They are creating more awareness. That will bring in more all-day breakfast customers. Brilliant move by McD's!
  • Posted on: 07/06/2016

    Will getting rid of list prices help or hurt Amazon?

    Consumers can shop around for pricing on any item. For many bigger purchases the consumer will always look at different options before pricing. Amazon will remain competitive, but two of the biggest things they have going for them are that consumers trust them and their Prime program. It's hard to compete with trust and a membership/loyalty program like Prime. Amazon is very customer-focused and I'm sure is weighing all decisions they are making regarding their pricing program.
  • Posted on: 07/05/2016

    Are out-of-stocks driving shoppers online?

    I keep using this same word over and over to describe the competitive advantage online retailers (Amazon and others) have over brick-and-mortar stores. That word is convenience. "If the store is out of it, no problem. I'll just get it online."If traditional brick-and-mortar stores are to compete one of the things they have to get right is the inventory issue. That doesn't necessarily mean the store has to over-supply. I just found something I wanted to buy at a store. They were out of it, so they shipped to my home (at no charge) from another store. Problem solved!Or if you're an independent store with one location, offer to buy the product from an online retailer and have it shipped directly to the customer. That shows the customer you're more interested in them getting the merchandise than making a profit on the sale. In other words, you're more interested in taking care of the customer.

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