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: 01/19/2022

    NRF 2022: Albertsons’ CEO sees frequency driving grocery loyalty

    No doubt that proximity has a factor in the grocery industry. If two stores are similar in size and product/merchandise, the closer one will typically win. And once the store has that consumer, they must keep the consumer. That can be supported through relationship building. A loyalty program that captures the customer's data can be used for building relationships. It can also be used to provide personalized promotions. Tracking the behavior, which includes frequency, spend, and what is bought, can combine to create a "relationship strategy" that connects with the consumer and keeps them coming back.
  • Posted on: 01/18/2022

    Are retailers getting closer to nailing last-mile delivery?

    It just keeps getting better - for both consumers and retailers. The "last mile" done quickly (same day) is a major consumer benefit. Retailers finding ways to do it efficiently continues to improve at every level. We're still in growth mode as far as capabilities. I'm looking forward to seeing what this looks like in two or three years.
  • Posted on: 01/18/2022

    NRF 2022: PepsiCo CEO sees bond-building moments amid pandemic

    There is a percentage of consumers that appreciates the good that companies do in their community. Furthermore, the Gen Zs and Millennials have overwhelmingly expressed a desire to shop companies that have a cause and are charitable and/or community minded. Keep finding ways to engage at this level. It's important to many of your customers, important to the world, and it makes good business sense.
  • Posted on: 01/13/2022

    Has ‘just-in-case’ replaced ‘just-in-time’ inventory management?

    Just-in-case will mean excess inventory due to the concern over not getting what is needed on a timely basis. It's not cost effective and will eventually be absorbed by the consumer through higher prices (as the cost of business increases). Smart companies will find ways to balance the current supply chain issues with inventory levels, pricing strategies, and other smart strategic decisions.
  • Posted on: 01/12/2022

    More Americans are making Target runs

    A Target run can meet multiple consumer needs, from groceries to clothing, to office supplies, etc. It's as close to a "one stop shop" as anywhere. There are few competitors that can offer as much. While Target can't be everything to everybody, they can be everything for some.
  • Posted on: 01/11/2022

    Reality hits omnichannel retail with a hard truth

    Omnichannel -- What does it mean? If you are reading this, you probably know. But your customers might not know, and they don't care. What they do care about is how easy you make it for them to do business with you. Whether they are online, in-store, or a combination of both, they simply want the experience they want. If you give it to them, they just might come back for more!
  • Posted on: 01/10/2022

    Are AI-powered customer service agents already human enough?

    AI brings value for the lower level, easier-to-answer, common questions and for managing repetitive tasks. The key is to simulate the human-to-human experience as much as possible. The best systems out there still can't answer every question. Higher level questions and problems are still solved by human agents. The agents like that AI is supporting them in this way. It will be many years from now, if ever, before we might see AI managing all customer support issues.
  • Posted on: 01/06/2022

    Will Americans turn to Walmart and Target to organize their lives?

    I would have thought there was already home organizing products in the Walmart and Target (and other major retailers) merchandise. People always look for ways to declutter and organize their lives. And with more people spending more time at home, this makes even more sense. I see the Walmart line as something new and exciting to promote. The fact that these brands are pushing the category will have positive impact for the manufacturers and competitive impact for other retailers pushing similar merchandise.
  • Posted on: 01/05/2022

    Walmart says it’s ready to deliver groceries inside 30 million American homes

    Is it time to stop calling this an experiment or a trial? 30 million homes is a big number! This is a good strategy that goes head-to-head with Amazon and any other major retailer trying to break into the "InHome" delivery service.
  • Posted on: 01/04/2022

    Omicron threatens to mess retail up

    Is this "Here we go again," or are we prepared and practiced to quickly adjust to this new wave of COVID-19? The Omicron variant is the third wave of the pandemic. Just when we think it all may be behind us, here we go again. The difference is this time we have some experience. We know how to deploy our workforce and move away from traditional retail (in-store and in-person, if necessary) and, while not ideal, we've had a little practice. Everyone should do what is necessary to curtail the spread of the virus. Practice smart and healthy retail. Watch what the best are doing and emulate it as much as possible.
  • Posted on: 01/03/2022

    Are Nike’s Member Days loyalty’s future?

    One of the things I've always admired about the Nike program is that it's not about points. It's just about membership. Once a member joins, Nike tracks their purchase patterns and can promote the right products at the right time. This is an excellent personalization strategy. The benefit of membership is good content and targeted promotions.
  • Posted on: 12/30/2021

    Can a factory-to-consumer experience be a quality one?

    As I read through this article I can't stop thinking that the manufacturer is becoming a retailer. When manufacturers bypass all steps and go directly to consumers, they must understand the customer service and CX they now need to provide. Nike is doing an effective job of going direct to consumer. They have achieved a retail experience that is on par with the best retailers. The Browze plan has some baked-in benefits around logistics, but the rubber meets the road when it comes to the overall customer experience. That's where they must also compete.
  • Posted on: 12/29/2021

    What new worker challenges does the Omicron variant present?

    The biggest challenge is fear. We wonder if the new variant is going to be worse than the last, cause more death and destruction, etc. We wonder if our employees will be able to work, customers will continue to buy, and more. Fear is paralyzing. We've now experienced the big wave of COVID-19 and then two variants. This may not be enough history for people to understand how to live and work in a world with COVID-19 variants. We've been able to do that with our annual flu season, which some say is derivative of the Spanish Flu of over 100 years ago. Hopefully it's a matter of time -- a very short amount of time -- before we learn how to cope and deal with variants.
  • Posted on: 12/28/2021

    Should DoorDash make all workers do deliveries?

    This is an excellent idea. For a company to be truly customer-focused, every employee has to understand how the company interacts with customers and how customers respond to these interactions. Nothing beats putting people in front of customers. Many companies require executives to spend time (sometimes one to two hours a month) on the front line with customer support. This is no different, other than it includes all employees, not just executives. It sends a powerful message to employees, especially those who are typically behind the scenes, about the company's commitment to customers.
  • Posted on: 12/27/2021

    Should customers be offered discounts to keep returns?

    Airlines and hotels do it. There's one price for the ability to change a reservation, and another to lock it in without the ability to change - or if there is an ability to change, it comes with a fee. So why not in retail? To make this work, someone (or AI) needs to figure out the math. The survey of 3,000 (mentioned in the article) is a start, but we need to take a closer look at the actual customer behavior.

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