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: 09/23/2021

    Are gig worker complaints a retail problem?

    Unless the retailer has the ability to deliver on their own, they should consider gig workers a partner versus just a third-party vendor. Without them, there's no delivery.
  • Posted on: 09/22/2021

    Who protects store associates when shoppers lash out?

    Store associates are on the front line. There needs to be a system or process that allows them to escalate a problem/confrontation with a retailer to a manager. There needs to be some training on how to manage certain "situations." It's not the associate's responsibility to play "cop." They can handle things up to a point. We need to train on how to properly enforce the rules. We need to train when it's the right time to get to a manager. We need to train when it's the right time to call security (or the police).
  • Posted on: 09/21/2021

    Buybuy Baby creates digital platform to help parents raise healthy and happy babies

    A successful retailer doesn't just sell merchandise. They become part of their customers' lives. The best brands have figured that out. Look at Nike, Lululemon, Amazon, and others that have figured it out. That's exactly what buybuy Baby is doing. They are providing for a lifestyle related to parenting. They are creating and distributing value added content that is endearing their customers to their brand. While some of the "platforms" will be more successful than others, they are all focused on their customers being more successful parents - and that's a winner!
  • Posted on: 09/17/2021

    Retailers don’t have to choose between profitability and customer satisfaction

    My first question is, did the retailer hold on to their current customers during the pandemic? If so, they should continue to nurture their existing customer base. If not, they must ask why this happened. In virtually any of the sectors that were hit hard, there were some winners. Find out what they did to beat the pandemic and adopt those ideas. Look outside your own industry or sector. What can you learn from the companies that survived and thrived? If a retailer finds it is struggling while others aren't, there is usually a good reason.
  • Posted on: 09/16/2021

    Will Walmart’s latest test ‘pave the way for autonomous delivery’?

    I see the future, and it is here -- today -- on our streets! The companies pushing the technology for autonomous vehicles and deliveries are getting closer and closer to a tipping point where this becomes normal and not something being tested in just a few cities. I predict within five years we will have moved from testing to actually using this in virtually every market that meets the criteria of autonomous delivery vehicles.
  • Posted on: 09/16/2021

    Online grocery shopping is pretty much all about convenience

    Once again, convenience comes in as a hot topic. Prior to the pandemic, convenience was a differentiator. Today, it is an expectation. While grocery delivery has been around for decades, Amazon/Whole Foods became the "poster-child" of grocery delivery during the pandemic. Just yesterday we had a feature article in our discussions about Kroger and Instacart. The pandemic accelerated the consumer's desire for convenience, beyond the reasons of health and safety.
  • Posted on: 09/15/2021

    Will the Kroger/Instacart deal redefine grocery shopping convenience in America?

    Americans have come to expect convenience as part of the customer experience. More and more organizations are figuring this out. Retail, and specifically the grocery industry, is a leader in this area. Just as e-commerce has evolved, so will the concept of convenience and delivery. Retailers are finding ways to be more efficient about it. In this case, it is a win/win/win - for all parties involved.
  • Posted on: 09/13/2021

    Is the government’s vaccination mandate plan good for retail?

    This is a touchy subject. There are those that are for and against the mandate. But consider this. The government mandate takes the pressure off of the retailer enforcing the rule.
  • Posted on: 09/13/2021

    Amazon marketplace sellers are becoming retail giants

    Amazon has helped make a lot of businesses more successful with their markeplace. It's up to the retailers to manage their growth and acquisitions. It's important for these retailers to realize they are playing on another team's field. The Amazon platform is run by Amazon. That's neither good nor bad. It's just the way it is.
  • Posted on: 09/10/2021

    Did the pandemic change digital marketing for good?

    Digital appeared to change, but we were headed that direction anyway. The pandemic accelerated all things digital by at least three to five years. The way we market, digital payments (cashless/touchless), the use of technology ... nothing was invented, but its use was accelerated. Content marketing, used the right way, is more powerful than ever. Video is stronger than ever.
  • Posted on: 09/09/2021

    Will Just Walk Out tech work for Whole Foods?

    As long as the technology works, customers will enjoy the experience. And I have confidence that if anyone can do it, Amazon can. One consideration is bagging the groceries. A "professional bagger" knows how to distribute the different types of foods based on fragility and weight. Just a thought!
  • Posted on: 09/08/2021

    Higher wages can boost retailers’ bottom lines

    Let's take a lesson from In-and-Out Burger. They are known for paying very good wages. They have high employee retention. They have high customer satisfaction. They also have a good management program and treat their employees with the respect they deserve. That all adds up to a win for both the company and the customer. Consider the higher wage to attract and keep good people. The savings in lower turnover can more than cover the cost of the higher wage. And a better employee is better engaged. Hence, the higher customer satisfaction ratings.
  • Posted on: 09/07/2021

    Why does Amazon want a branded TV?

    This news doesn't surprise me. The opportunity that this presents for Amazon is pretty incredible. (Why didn't I think of this!) Seriously, the integration of Amazon's technologies, like Alexa, into an Amazon branded TV is strong, but there is more opportunity than just that. Once Amazon proves their technology integrations work, it's only a matter of time before they are licensed to other brands. Could this be as big as a Microsoft operating system is to computers?
  • Posted on: 09/03/2021

    Can Amazon create the Prime Video of audio services?

    Audio is the perfect extension of video. We can watch replays of concerts, so why not listen? That's nothing new. Think iTunes, Spotify and others in the industry. Live streaming of concerts isn't new either. Adding it to Prime is another reason to be a member. In the music industry, the way many make their living is through live performance. I'm not sure how it is going to be set up, but this might be financially beneficial for the artist.
  • Posted on: 09/02/2021

    Can 14 and 15-year-olds solve the labor shortage?

    What a great opportunity for younger people to get some incredible work and life experience. I'm 100 percent for hiring 14 to 15-year-olds, as long as they are treated and compensated appropriately.

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