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.
  • Posted on: 04/26/2017

    Will artificial intelligence replace CEOs?

    At least in the foreseeable future, I can't see that AI will replace a CEO, but it will surely help the CEO. AI can amass and interrupt data super fast. The CEO or other leadership positions must know what data is relevant, and more important, what questions to ask to get relevant data. AI will make suggestions, but someone has to make the decision to implement those suggestions. For now, the CEO job is safe.
  • Posted on: 04/26/2017

    Can parking lots save the mall?

    Lisa Harper of CBI says it perfectly: “Events brings that additional traffic and also encourage people to stick around longer.” More traffic on the parking lot is good (as long as it doesn't create a hassle for regular "mall goers." Someone once said, "The rising tide lifts all boats." More traffic on the parking lot can mean more traffic in the mall.
  • Posted on: 04/25/2017

    Can tailored digital video messaging transform grocery end-caps?

    For this to work, the customer would need to agree for the system to capture the customer's smartphone data. There are some customers that will embrace it. Some will fight it. Some will be a little freaked out over it. Just as we can choose to receive push notifications, we can have the option of sharing our "phone" with brands we love.
  • Posted on: 04/24/2017

    What customer service lessons can be learned from United Airlines?

    If a customer is in the store versus online, this is a tremendous opportunity to build a relationship. It's hard to do it digitally on a website, so take advantage of delivering an AMAZING in-store experience. Prove value through the experience. Keep in mind if you blow it, you may do more than lose just one customer. Create a scene, like the United incident, and you'll potentially lose many, if some customer shares a video memorializing the event for all of those to see on their favorite social media channel.
  • Posted on: 04/21/2017

    Are Millennials and Gen Z more about convenience or price when they shop?

    Convenience is a trend that cannot be ignored. The ease of doing business with you will become a competitive advantage -- in many cases, even more than price. Apps are convenient ways for consumers to connect with retailers. The goal is to replicate what the consumer feels is a typical shopping experience. The app must be intuitive and easy-to-use. And the best apps will allow for some personalized offerings from the retailer. Making it easy to buy from a company makes it an easy choice for the customer.
  • Posted on: 04/20/2017

    Is personalized packaging going mainstream?

    Personalization is pure marketing, and it can be powerful. The names on Coke bottles is just a start. Once the idea becomes a trend, many other manufacturers and retailers will find more opportunities to personalize. This is just the beginning!For brands that can take advantage of this? Amazon has a jump start. Any retailer who ships has an opportunity. Consider this: If you can print a mailing label with someones address, why not the entire box?!
  • Posted on: 04/19/2017

    Will Walmart reap dividends from training academies?

    One of the best ways to retain employees and keep them engaged at a high level is to invest in them. Not just with salary, but with training and education. The best organizations help their employees with career development programs, such as Walmart is doing.
  • Posted on: 04/18/2017

    Are consumers’ AI fears rational?

    Today AI is great for simple questions and customer issues, such as a change of address. Intelligent chatbot systems can create a personal experience until they can't. And then the smart systems switch seamlessly to a human to finish the job. The systems continue to get better and AI will become more common in customer support. One of the big opportunities is that AI will help support a customer service rep or sales person -- not the customer. That's when AI become IA, as in Intelligent Assistant. Brands can do well to ensure that the AI experience they use with their customers is a reflection of the typical service they would receive from the brand at any other time (from a person).
  • Posted on: 04/17/2017

    How should retailers use social listening tools?

    The primary reason to monitor your brand on social is to react to comments ... all comments, which include complaints, questions and accolades. Respond quickly -- within minutes or an hour, not hours or even days. For questions and accolades, engage in conversation. For complaints, engage, move to a private channel and then come back once the problem is resolved to thank the customer for allowing you to help him/her. In addition to customer comments, monitor any breaking news about the brand, the industry, the employees (executives/leadership) and even the competition.
  • Posted on: 04/14/2017

    Are retailers missing the social marketing boat if they’re not on YouTube?

    There isn't much weakness in using video as a branding and engagement. The best brands are turning to video (YouTube) to promote with content. Video is a great opportunity to showcase the great ways customers are using and enjoying their products. The key is that the video is filled with content and not blatant advertising. "How To" videos are very popular. For example, Ace Hardware teaches how to lay a floor, fix a sink, replace a toilet, etc. In addition, self-service solutions on video are powerful. Even for a clothing retailer, show how to take stains out of a shirt, properly sew a button, etc. There are many ways to use video to create value for the consumer. The best part is you don't have to spend a lot of money on production -- and it is "free" on YouTube.
  • Posted on: 04/12/2017

    Will an in-store pickup discount give Walmart an edge over Amazon?

    This is another way to compete with Amazon -- or any other online retailer who sells similar merchandise as Walmart. For the extremely price-conscious, the in-store pickup discount will be welcomed. That is where this may give Walmart a competitive advantage. However, there is a level of convenience that is sacrificed. Even though most of the population (in the U.S.) lives within 10 miles of a Walmart, will a customer be willing take the time, make the drive, deal with traffic, etc., to save a dollar or two? The answer is yes for some. Others will continue to buy online as the way they always have. From home or work, enjoying the convenience of having their merchandise brought to them.
  • Posted on: 04/11/2017

    Are ‘Employee of the Month’ programs worth it?

    Any time you can recognize employees for their good work is a good thing. If an "Employee of the Month" program is done well, it's very effective. There are many other ways to recognize employees that are fun, have a little competitive spirit to them and make all employees feel good about who wins.
  • Posted on: 04/10/2017

    Should the same-store sales metric be retired?

    My short answer is, no. The quote that is often attributed to Peter Drucker is: "You can't manage what you don't measure." It is important to have metrics for all channels. It is the only way to balance budgets, inventory and much more.
  • Posted on: 04/07/2017

    Should stores charge customers extra to use disposable cups?

    There is an airline that charges you if you use their restroom/lavatory. How do you think the passengers feel?Charge me for the cup for my drink? Better idea ... Give me a discount if I don't use your disposable cup. Give me back a few pennies for being environmentally conscious.There are grocery stores that charge for the plastic bags. I get it and accept it. However, I struggle to use that model with cups. Then, where does it stop? Why not charge for the plate and silverware. After all, there is a cost to washing it.This is a model that could have consequences if not well thought out.
  • Posted on: 04/06/2017

    Can Amazon Cash open e-commerce up to millions of underbanked consumers?

    And, why didn't they think of this before? Seriously, this is a great opportunity to connect with an entire market (a HUGE market) of consumers who have not yet had the opportunity to do business with Amazon.

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