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: 07/26/2021

    Should retailers continue the chatbot deception?

    I like transparency. Let the customer know they are interacting with a digital assistant -- and let them know how to transfer to a live support person. It's that simple. Inform the customer. If they are looking for basic information, such as shipping updates, it is easy to use the digital assistant. And if the customer does decide to talk to a live support person, the transition should be easy and seamless.
  • Posted on: 07/22/2021

    Should retailers reconsider bringing their HQ staff back to work?

    The delta variant is wreaking havoc on plans in all areas of business. The unknown is causing people to rethink their short-term plans. As companies were starting to curb the remote work to a hybrid model, and in some cases a complete return to their offices, the delta variant is causing some to reconsider. The research on remote and hybrid models are confusing at best. Some studies claim productivity is up in the remote model. Others claim the opposite. Management style plays a part in this. The remote model has been in place long enough to know if it works or doesn't for a specific company and their leadership/management style. After all safety and health issues are considered, it is the choice of the leadership to determine what model works best.
  • Posted on: 07/21/2021

    Have indie bookstores found answers to counter Amazon?

    I think we know that a brick-and-mortar bookstore is not just about books. It's about an experience. Maybe it's the experience of going through aisles and picking up physical books. Maybe it's the coffee shop built into the store. Then there are special events and book signings. And there is a sense of "local." There are plenty of ways to create an experience that allows an independent to survive, if not even thrive, alongside Amazon and other larger retail chains.
  • Posted on: 07/20/2021

    Is it time for retailers to reinstate pandemic protocols?

    While we (in the US) may have seen the worst of the pandemic (optimistic thinking), that doesn't mean it's headed to being a history lesson with a complete return to normalcy. The Delta variant is proving that. In short, employers need to have the right protocols in place for the health and safety of employees and customers. At a minimum, they should honor the government mandates (local and federal) and CDC suggested protocols. Furthermore, employees must be properly trained on what to do with customers who don't honor the store's protocols.
  • Posted on: 07/15/2021

    Will retailers and brands pay a steep price for greenwashing?

    Cause marketing, and in this case the cause is the environment, seems to be more important than ever. Many retailers (and brand manufacturers) make "green" commitments. For some customers, this is a big reason why they choose to do business with them. Start by educating the customer and show how the brand or retailer is making impact. That's a good start.
  • Posted on: 07/14/2021

    7-Eleven expands mobile checkout to thousands of U.S. stores

    Apps like this create convenience. As with most technology like this, it is the adoption by the customer that makes this successful. 7-Eleven will have to educate their customers and give them an incentive before this will become as popular and successful as they hope it will be.
  • Posted on: 07/13/2021

    Will ‘Scan & Ship’ give Sam’s a leg up on club competition?

    Two thoughts come to mind. First, this is about a convenient experience. Customers love that. Second, Sam's must teach the customer/member to use the app and technology. While adoption is on the increase, it's still not at a tipping point where it's used by most members. As mentioned in the article, once it's used, 90 percent are likely to use it again. The key is to get the customer to use it for the first time.
  • Posted on: 07/12/2021

    Target and Chipotle are watching TikTok video resumes to find workers

    Companies have looked to social media channels as a way to learn more about their candidates. Now they are using it as part of the application process. Be it TikTok or any other platform, here is another useful way to use social media in business.
  • Posted on: 07/12/2021

    Target and Chipotle are watching TikTok video resumes to find workers

    Many companies look at social media profiles on different platforms as they assess their candidates. Now they are using the platforms as part of the application process. I'm surprised it didn't happen sooner. This is a great way for a candidate to showcase some personality as part of their application.
  • Posted on: 07/09/2021

    Retailers still have a COVID-19 problem

    It's going to be up to the retailer. The goal is to keep people safe, both employees and customers. However in areas that have low vaccination rates, you will find many retailers, restaurants and business in general are not practicing the health and safety protocols of areas with high vaccination rates. For example, I live in St. Louis, MO. The metro area of St. Louis has a high vaccination rate compared to some other areas in MO. The protocols practiced are quite different as well.
  • Posted on: 07/07/2021

    Has Lego built an unforgettable retail experience for kids and adults?

    The Fifth Avenue FAO Schwarz experience is back. They are filling a void. They are an early-adopter of post-COVID-19 experiential retail.
  • Posted on: 07/06/2021

    Is Domino’s two-minute curbside wait guarantee a big deal or no big deal?

    Customers love a promise or guarantee. And when the retailer predictably and consistently delivers on that promise, the consumer builds confidence in that brand. The drawback to curbside service has been unpredictable wait-times. The experience has been less than consistent. So if you're promising a two-minute wait, or that something will be ready in two hours, don't let the customer down. It's that simple!
  • Posted on: 07/06/2021

    Can Apple and others make flex-work models work for store associates?

    Not only does this plan make sense for Apple, but also for any other retailer who sells technology where customers ask many questions before making a purchase. As the world has moved to expecting a hybrid experience (in-store and online), this is a move that Apple and others can't afford to miss out on.
  • Posted on: 07/02/2021

    Will online reviews keep their Teflon reputation?

    Fake reviews have been and will continue to be a problem. That said, the average American looks at 2.8 and 4.2 reviews before buying products. 67% of Americans think ratings and reviews are going to be more important in the future.
  • Posted on: 06/30/2021

    Did Amazon or a rival, say Target, gain the most from Prime Day?

    I love competition. It forces innovation, higher levels of service and CX, and helps keep merchandise and pricing competitive. As a consumer, you have to love it. As Walmart, Target, etc. cut into Amazon's market share, the consumer wins. And we know Amazon will not sit there and just watch this happen. And don't expect the aforementioned competitors to get comfortable either. You can count on Amazon to step up and find ways to retain existing customers and bring in new ones.

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