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: 06/27/2017

    What happens when you put a c-store on wheels?

    Delivery is one thing, but bringing the entire store to the customer... well, isn't that convenient! Let's see how this works. I can see having a store on location for peak hours in a specific area (business, industrial park, neighborhood, etc.), then moving to another location for their busy times. Or, maybe it's like the ice cream truck that has a set route that delivers delicious ice cream treats to busy neighborhoods. Moby Mart is all about customer convenience. Let's see how this works.
  • Posted on: 06/26/2017

    Will putting a spotlight on associates help boost Kroger’s business?

    It's important to build an emotional connection between a store and its customers, and a focus on employees'/associates' involvement in the community is a great way to do so. Loyalty doesn't come from low prices and product selection (although those can help). It comes from an emotional connection the customer has with the brand, which includes the employees representing the brand.
  • Posted on: 06/22/2017

    Does Costco need to significantly undercut Amazon’s prices?

    It's not just about price, but also about value. Costco has a short window to prove to their customers why they should continue to shop there versus Amazon -- or any other competitor. And, if price is the only reason to shop at Costco, that is another problem. The margins in grocery are already too small. Competing just on price is a dangerous strategy.
  • Posted on: 06/20/2017

    Will UPS’s Black Friday delivery surcharge have retailers seeing red?

    It's no surprise. Someone is going to have to pay for it. If UPS (and any other carrier) is to deliver on time, they must be properly staffed and ready. That costs money. Retailers in certain industries may be able to absorb the fees, but there are some retailers in highly competitive markets, with ultra thin margins, that are going to have to find a creative way to package this into their pricing. Predictions from all of the BrainTrust are interesting. Looking forward to seeing how this plays out.
  • Posted on: 06/20/2017

    Can humanizing self-checkouts reduce theft?

    Connecting with the customer, either with the help of an employee or a personalized message from the computer, is a way to let the customer know they are being acknowledged. Just that helps. The other suggestions do the same. In the near future, we'll see the computer able to literally talk to the customer, either verbally or through chat. That will create an even stronger connection. For now, even though the concept is self-service, having an employee there to engage and support customers is a strong deterrent as well as another positive touch-point the retailer can have with the customer.
  • Posted on: 06/19/2017

    Did Amazon just patent tech that could end showrooming in its stores?

    I can't imagine that Amazon would block customers from going online while shopping. If price is an issue, then why would Amazon put competitive prices (even lower prices) on their website? Yes, Amazon shows you where you can get the product for less than their competitive prices. Why? Because they are confident that the value they give the consumer can outweigh a few dollars in savings (much of the time).I can see Amazon using this technology to enhance the shopper's experience, not diminish it.
  • Posted on: 06/16/2017

    Will AI transform gift giving?

    The cool thing about AI and gift giving is the interaction the customer who's giving the gift has with the "machine." The way it works is simple. The computer asks questions, the customer answers, the computer understands the answers and asks more questions and the end result is the computer's suggestion. And, it gets better when the computer can pull past data from the customer and who he/she is giving the gift to. As the computer learns about the customer, the computer will ask better questions and make better suggestions. This is where AI is headed. Don't fight it. Get excited about it!
  • Posted on: 06/16/2017

    What happens now that Amazon is acquiring Whole Foods?

    The grocery industry is about to change! Amazon may cause some disruption, but I believe they will raise the bar for the industry and consumers will be the beneficiaries.
  • Posted on: 06/15/2017

    Will new payment options make Amazon Prime memberships even more popular?

    The "Amazoning" of America continues. Amazon is a role model for how to do things right. 64 percent of U.S. households have a Prime membership. Prime members spend more than non-Prime members. This is a way to increase that number, which increases sales, market share, revenue, profit, etc.
  • Posted on: 06/15/2017

    Are consumers ready to use automated purchasing tech on a wide scale?

    The key word, as mentioned in the question, is "convenience." That trumps everything. I attended Mr. Cassar's presentation and laughed when he said that he believes after a few years he's collected a lifetime of razor blades from Harrys.com. I don't have a lifetime supply, but have a few extra boxes of blades from Dollar Shave Club. The reason? We don't change the blades weekly, as suggested. If we did, the subscription model would be perfect.So maybe it isn't razor blades. Maybe it's a weekly magazine that you may not get a chance to read because there isn't time. Next thing you know, you're four weeks behind with a stack of reading. Does that mean subscription models don't work? Of course they do. They are easy and convenient and that's what counts. Consumers know it's not the company's fault they have too many razor blades or didn't read their magazine. The Dash button gives the consumer more control, but if they don't re-order at the right time they risk running out of product. (Still, I love the Dash button!)The subscription model is viable. It may need to be tweaked. It is a win/win. The consumer gets convenience. The retailer gets steady sales -- and cash flow. If there is an issue, the retailer needs to figure it out. This model is too good to fail.
  • Posted on: 06/14/2017

    Who owns the in-store experience?

    This is the reason that a Chief Customer Officer should be considered. Just as each customer is different, so is each store. Merchandising and marketing must work in concert to deliver the right experience for the customer. When there are multiple store locations serving different demographics someone has to be the conductor, and that person is the Chief Customer Officer.
  • Posted on: 06/13/2017

    Can retailers escape the scourge of free shipping?

    Free shipping is expected because the retail industry taught the consumer that they can have it. Last week was the IRCE (Internet Retailers Conference and Expo) and the following stat was shared: 74 percent of online shoppers rate free shipping as important when checking out, 36 percent rate it as the most important option. Furthermore, 79 percent of online shoppers rate free shipping on returns as important.(P.S. It really isn't free. Someone is paying for it!)
  • Posted on: 06/12/2017

    Is Walmart’s innovation leader right that the AR revolution is a sure thing?

    AR is here and it is going to be a big deal. Online or in-store, AR will help consumers make informed decisions. Example: How will this new couch look in my living room? I'll use a picture of my living room (on my smartphone, tablet or desktop) and the AR program will put the couch right into my living room. I'll be able to view it at different angles, change colors, etc. It's like I get to take the couch home and see how it looks -- without having to take it home. While the focus of this article is on Walmart, take a look at what Sephora is dong to showcase their make-up products. As Mr. Ansani says, it's about "experiencing the content." It's not a gimmick. It's real and it's only getting better.
  • Posted on: 06/09/2017

    Is IKEA really going to start selling on Amazon’s Marketplace?

    There are only so many markets that a store like IKEA can be in. Going online with a company like Amazon is a way to cover the rest of the markets. And with video and augmented reality (another discussion we've had in the past), it's easier than ever to envision what that piece of furniture will look like in your home.
  • Posted on: 06/09/2017

    Is it time for stores to ditch the free Wi-Fi?

    Wi-Fi is expected. It's not about the customer having the right plan. It's about whether or not you want to connect with the customer. The retailer needs to stop promoting Wi-Fi as an incentive or perk. It's now expected.

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