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: 06/18/2018

    Is Amazon killing Barnes & Noble’s chances for a turnaround?

    Peter Fader's comment is spot on: “I don’t think that’s true. I think it’s Barnes & Noble that [will drive] itself out of business by not adapting to the times and moving with its customers.” There are plenty of major retailers who adapted to their big-box store and online competition. Take a page from the Ace Hardware playbook. They are the David in the David and Goliath story. Barnes & Noble has the advantage of being a big chain, but it has to play local a little better. Some of the local bookstores are thriving today -- even with Amazon looming over them. Barnes & Noble is in the middle, between Amazon and the local stores. Barnes & Noble would do well to localize their stores and become more of a part of the communities they serve, not just another large retailer. I'm a big fan of theirs, so I hope they do what's necessary to not just survive, but thrive in the competitive retail world.
  • Posted on: 06/18/2018

    Microsoft exploring checkout-less technologies

    First, the idea of automated checkout or "cashierless" stores is here, just not at a point where it's mainstream. Some version of this will be a part of the fabric of retail in the not-to-distant future. I like the idea of a competing technology (to Amazon) from a company as powerful and as big as Microsoft. It means everyone will up their game to provide the best solution. The unknowns are exactly that: unknowns. We don't know all the nuances and problems yet. But that's why we beta test, take surveys, experiment, etc. Look how online retail has evolved over the years.
  • Posted on: 06/14/2018

    Reasons you’re afraid of retail sales training and what to do about It

    First, the best sales programs teach how to sell without being too "salesy." One of the biggest hurdles is cost. Small retailers are worried about investing in people who may leave shortly after they have been trained. Second, training people shows you care. Those people will be more engaged and work harder. Third, training people often leads to less employee churn. What is the cost of rehiring versus properly training good people who will stay longer? Fourth, what is the cost of lost sales due to lack of training, versus the training? There's a pretty good chance the cost of training is less. Hire the right people (a very important part of success), train them well and watch the bottom line grow.
  • Posted on: 06/13/2018

    Will IHOP’s burger buzz translate into sales?

    Well, it caught everyone's attention. If I were a betting man, I might bet that a year from now the name will still be IHOP (and many years after). In the meantime, they are loving the publicity.
  • Posted on: 06/13/2018

    The question for today’s retailers: What business are you in?

    Most of what retailers sell is a commodity. What differentiates them from their competition is not the products they sell, but something else they deliver to their customers. It could be knowledge, a special/unique feature, customer service or something else. What you sell is one thing. Understanding why the customer buys from you is another. Knowing the "why" is very important. And to take it to another level, Dr. Ted Levitt also said that businesses need to understand that the function of their business is to get and keep customers. Most people think the function is to make money. That's the goal. He argued (and was right) that if you confuse the function with the goal, you don't always reach the goal. So what can a retailer do to get customers to buy from them over their competition? What can they do to get them to come back? Finding the answers to those questions seems like a good place to focus your marketing and sales energy.
  • Posted on: 06/12/2018

    Are chronic online returners only a few bad apples?

    Honest customers should not be punished for the sins of a few. Not that long ago this topic came up when Amazon (and other retailers) informed customers that they would not be doing business with them due to frequent returns. That's one way to handle it. Making it harder for everyone to do business is not fair to the honest customers (just about all of them) who play fairly. All that said, online retailers use their easy return policies as an incentive to do business with them. So be careful with the policies you create for these chronic returners. They can impact all of your customers in a way that could cost you sales.
  • Posted on: 06/11/2018

    Brands win with TV 2.0 and the new direct mail

    Someone once said, as it applies to marketing, PR, etc. that "the magic is in the mix." Different marketing/PR strategies will go in and out of favor. I struggle with a TV strategy when a big chunk of the viewing audience is watching the shows on their recorded devices and speeding through commercials. Still, there is a percentage of the audience that doesn't record their shows -- or likes the commercials. And sports and news are typically watched in real time. Social media, content marketing, Facebook ads, direct mail -- they're all viable for the right audience. The trick is knowing which one (or more) to focus on. The secret is knowing where your customers are and how they engage in the different areas. Only then will you have a successful campaign, be it TV, direct mail or any other type of promotion.
  • Posted on: 06/08/2018

    Retailers told to forget social media

    NO! I do not agree with the general statement that creating content for social media -- or even having a social media -- presence isn't worth it. It is only not good for the companies that treat social media strictly as an advertising and promotional channel -- or brands that aren't good at it. A brand's reputation can be amplified by social. The reasons to participate in social media need to be more than just conversion. That's one form of measurement, but brand recognition and reputation play big, too. Social media means being social. It is an outlet to connect with the retailer's "community." Pushing value-added content -- not blatant advertising/promotion -- is the way to go. Sure, you can boost posts, pay for some ads, etc. But look at how some of the rock star brands produce content that people want to consume -- that people will search for to consume. Social media done right is a valuable investment.
  • Posted on: 06/06/2018

    Costco workers get a raise and the retailer gets more good press

    The short answer to the question about labor prices is: Yes. To get good people, you have to pay them fairly. We're in an economy where there are now more jobs than people. Pay someone fairly and they will work hard for you. Take a lesson from the Starbucks playbook. They pay their people well and take time to train them -- the end result is an employee who works hard and doesn't leave. Take a look at the cost of rehiring, onboard training, etc. Consider taking a part of that cost and investing it back into your people. Lower turnover will ultimately save a company money. So, paying a little more pays off in better employee productivity and morale as well as lower employee churn.
  • Posted on: 06/05/2018

    What will Starbucks do without Howard Schultz?

    This isn't the first time a successful founder has stepped away from the business. Mr. Schultz will be missed, but he and his board are very smart people. He surrounded himself with the best, and I'm confident they will manage this next chapter in the Starbucks story.
  • Posted on: 06/04/2018

    Does it pay for retailers to price-match their own websites?

    I know someone who went to a brick-and-mortar store after researching their purchase online. The retailer refused to price match their own site. The customer walked out of the store and chose to never do business with them again. Customers now shop using different channels and retailers must create a consistent experience regardless of the channel they use -- and that consistent experience includes price.
  • Posted on: 06/01/2018

    Are podcasts the next big ad opportunity for brands?


    Why buy an ad on a show when you can own the entire show? Creating a show that is compelling for a retailer's community of customers can create engagement and loyalty. Content marketing is powerful when the content is about the customer and not about the retailer pushing product to the customer. It sounds like a simple idea, although creating a show people want to listen to is not easy. But done well, it can be a powerful addition to the marketing and PR of the retailer.
  • Posted on: 05/31/2018

    Walmart looks to win talent war with new education benefit

    Want an education? Work at Walmart. Great benefit that will keep good employees long term. At a time when retailers struggle to keep good people, this could be exactly what is needed. While this isn't a new concept, you'll see more and more employers getting creative with benefits (beyond education) to keep their best employees.
  • Posted on: 05/30/2018

    Is GDPR an opportunity or a threat to retailers?

    Regardless of GDPR and any other regulations protecting data, retailers should be proactive and be in compliance before they are forced to do so. We all know the right way to use data, and what is considered abuse. So don't wait to take the high road. Treat data with respect. Don't abuse the privilege of the data the customer has provided -- or that has been acquired from another source. Do the right thing in advance and you have nothing to worry about when new laws and regulations are made.
  • Posted on: 05/29/2018

    Publix pulls political funding amid anti-gun protests

    Anytime a company makes political donations they have to realize some customers will disagree with who and what they support, especially with controversial or sensitive topics like gun control. That said, if a company has certain values and beliefs that they want to be known for, go for it. While not specifically political, Chick-fil-A is a great example of this.

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