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: 08/23/2019

    Will the next recession devastate mall-based retailers?

    Retail overall is good today. Any loss in confidence and the impact of a recession will impact sales. It always does. But consider this... Noah didn't build the Ark after it rained. We know a recession is looming ahead. We also know that digital/online sales are playing a factor in traditional brick-and-mortar and mall sales (and traffic). It's time to plan, and if done well, will help minimize economic impact. It will be there, but it will be the retailers that can adjust that will survive.
  • Posted on: 08/22/2019

    Will shoppers thank heaven for mobile checkout at 7-Eleven?

    7-Eleven, a convenience store, just became more convenient. Not sure if this technology is "table stakes," but the concept of speed and convenience, especially at checkout (online and intore) will always be important in all retail businesses.
  • Posted on: 08/22/2019

    Groupon hopes its rewards program engenders more loyalty

    Anything that you can do to get customers to come back, whether it's a loyalty program or a marketing program (discounts, coupons, etc.), is a good thing. One of the most powerful metrics to measure is simple: Does the customer come back.
  • Posted on: 08/21/2019

    Do social influencers have the ability to boost back-to-school sales?

    This is why they are called social influencers. They influence the customer's choice. And while the students may not be the economic buyer, they are very persuasive in the choices that are made. Social influencers may not fuel a bigger back-to-school season in overall sales, but they will impact what is bought during the season. The brands that use influencers properly will see bigger sales during the season.
  • Posted on: 08/20/2019

    Can local artists help Target create community support?

    Anytime a large national (or international) brand can connect on a local level, they need to take advantage of it. I've studied large national brands versus local retailers. Done right, the local retailer not only can survive big-box and national competition, but they can thrive. They take advantage of the local community. This is a great advantage. The national brands often struggle to do "local" well. Target's local artist initiative will help them endear themselves to the local community.
  • Posted on: 08/19/2019

    Kroger’s trucks roll into food deserts

    Regardless of if this is a money-making opportunity or not, the concept of the Zero Hunger Mobile Market shows that Kroger is community minded and focused on the people more than the money. This is community connection meeting convenience. Good for Kroger!
  • Posted on: 08/15/2019

    Is it time for retailers to tier up their loyalty/reward programs?

    A "buy nine get one free" strategy is not a loyalty program. It's a marketing program. There's nothing wrong with that, but keep in mind that loyalty programs are often ways to get customers to return, not actually become loyal. There's a difference between repeat customers and loyal customers. True loyalty comes from the "deeper connection." So look at the companies who have had great success with not just repeat customers, but loyal customers who evangelize their brands. What are they doing that can help drive loyalty in your business?
  • Posted on: 08/14/2019

    Nordstrom’s Local concept needs work

    The first thing that came to mind as I read the article (and the questions) was that Nordstrom has a reputation they don't want tarnished. Trying a new concept is always a bold move, and I can see how this concept has great opportunity for both the company and their customers. Whether it works or not (and hopefully it will) is not as important as making sure the experience is in alignment with Nordstrom's excellent reputation.
  • Posted on: 08/13/2019

    Have emojis become digital’s ice breaker for consumers?

    If a picture paints a thousand words, then an emoji can paint at least a few. For basic communication, this works. It's simple, quick and convenient.
  • Posted on: 08/12/2019

    Nike to marry predictive analytics and RFID to optimize inventory performance

    Managing inventory to ensure merchandise is available, yet at the same time not having too much, is a delicate balancing act. Sales (as in money) are lost because of out-of-stocks and money is wasted with too much inventory that moves too slow (if at all). Celect can help optimize inventory and distribution. That's all about maximizing profitability. That's good for everyone in the supply chain, from manufacturer to retailer to consumer.
  • Posted on: 08/09/2019

    Amazon adds personal shopping to Prime Wardrobe

    Does this surprise anyone? This is another "convenience offering." Furthermore, it helps create a stronger tie between customers and Amazon.
  • Posted on: 08/09/2019

    Is it a stretch for Target to carry Levi’s pricier red tab jeans?

    Give the customers what they want. Target's customers want Levi's jeans - and some want the "red tab" jeans. It's simple, if there is a big enough segment of their consumers asking for something, you have to consider it. This is about many product lines, not just jeans. If this works as Target plans it will, I'm sure they will consider other brands.
  • Posted on: 08/08/2019

    Has the starting point of customer journeys moved?

    It's not that the journey is misunderstood. For some companies, they don't realize where the journey starts. It could start with a customer searching and discovering the retailer during their search. How easy is it to find the retailer's site? How easy is it to navigate the site? How easy is it to find directions, store hours, a phone number, etc. For the first time buyer, all of these are the beginning - not when they walk through the doors of a store, make a phone call or decide to click "buy" on the website. Consumers expect an easy and frictionless interaction. The retailers, online and offline, must include delivering an easy and seamless experience to win over today's consumer.
  • Posted on: 08/07/2019

    Walmart trains quarterly for active shooter events

    Most retailers don't plan for this crisis of this magnitude. However, training should be part of orientation with annual reminders -- along with what to do if there's a fire or any other crisis type incident. When an event like this takes place, there is plenty of need for counseling. The company needs to step up and help employees get through the incident. Nobody can ever forget what happens. Some are more resilient to the post-traumatic stress. Not everyone will deal with this the same way.
  • Posted on: 08/06/2019

    CVS subscription program goes big to outdo Amazon Prime

    This is a smart way to compete with the "online big-box stores" like Amazon, Walmart, etc. CVS has the size and the penetration in the local market to "own their mile" (metaphorical - It's whatever their local market is). They also have the ability to be more locally focus. Combine that with a delivery program and you may be able to hold onto the customers that they have. It's important to do this sooner than later. The goal is to keep customers by building a sticky experience; an experience so good they don't want to leave. In short, make the case to the consumer that there is value in the form of dollars and convenience of doing business and they will stay.

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