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: 04/19/2018

    Starbucks to close shops for racial bias training

    First, I applaud how Starbucks is stepping up and owning the situation. You can't ignore how they are handling an ugly situation. We are watching a case-study on how leadership should handle such issues. Congratulations to Starbucks! No doubt that hiring practices can mitigate bringing in employees with racial bias. There are interview questions and testing that could help. Retailers (and all companies in almost every industry) are under a microscope when it comes to racial issues, gender bias and sexual harassment issues.
  • Posted on: 04/18/2018

    Best Buy and Amazon expand their coopetition

    Art Suriano stole my line! "If you can't beat them, join them!" That the first thing that I thought of when reading the headline. For many years it looked like Amazon and other online retailers would be the reason for the fall of Best Buy. Their CEO had the strategy that if there was a customer in the store, there would be no reason to lose them to any other retailer, online or brick-and-mortar. It was a lot of good work that built back up the Best Buy brand. Now the two companies recognize the opportunity to work together for mutual benefit. That's good news for them as well as consumers. The concept of competitors working together is nothing new. We'll be seeing more of that in the future, when companies realize it's better to sometimes work together, at least in certain areas, than to fight each other.
  • Posted on: 04/17/2018

    Has Google found a formula for undercutting Amazon’s product search advantage?

    I'm a big Amazon fan and still believe they are the most convenient and easy company to do business with. It is only a matter of time before they have competition, such as what Google is now presenting. However, Amazon still holds an edge. What Google is doing is creating a platform for retailers to use. Amazon has a similar platform, but much of their business is Amazon business, not "other retailer" business. Amazon has the customer service advantage. Buy from Amazon and if there is a problem, watch how well it is taken care of. Buy from a retailer on Google's platform, and when there is a problem, you probably won't go to Google, but back to the retailer. I'm guessing (a somewhat educated guess), but there will probably be a ranking system of the retailers on the Google platform, so the customer will be able to make educated decisions on who they want to buy from.
  • Posted on: 04/17/2018

    Does Walmart need to keep Jet.com around?

    I'm surprised that Walmart hasn't yet merged Jet.com into walmart.com. It's just a matter of time before it happens. In this space, it appears that walmart.com is competing against jet.com. As the two sites merge, the need to keep up appeal for their different market segments is of the utmost importance.
  • Posted on: 04/16/2018

    Can food halls become retail’s new anchors?

    Shopping centers who are "retail-only" will have a tough time surviving. Food halls, movie theaters and anything else that will drive foot-traffic will be what keeps malls alive and retailers afloat in the ever-changing world of retail. There are plenty of stats and facts that have come out over the years from ICSC to support the concept of non-retail offerings.
  • Posted on: 04/13/2018

    REI lifts the sustainability bar

    When retailers stand for a cause, it can bolster loyalty. Merchandise may be priced competitively, but the loyal "cause focused" consumer may be willing to pay a little more. If the cause results in higher prices, the retailer may lose some of those general consumers. I like what REI stands for (always have), and they are pretty darn smart when it comes to understanding their customers. Looking forward to seeing how this shakes out.
  • Posted on: 04/12/2018

    Will a mobile game and free pizza combo deliver sales for Domino’s?

    The concept of getting customers to engage in a game through an app or website is not new. I'm surprised more retailers haven't implemented the concept of customer gamification. Some customers love to engage with a game. And when your customers are prone to gaming, such as a segment of Domino's customers, well, it's customer gamification on steroids.
  • Posted on: 04/10/2018

    Can Nordstrom’s full-line men’s store make it in Manhattan?

    This is Nordstrom! All they have to do is be themselves. Deliver the amazing level of service they are known for and have the selection of the A stores their clientele expects. I love the idea of a full-line men's store in a market that is as robust as Manhattan.
  • Posted on: 04/09/2018

    Retailers face criticism for failure to protect customer data

    Every day, every hour, every minute and every second, hackers are attempting to penetrate the security efforts of companies who are holding customer data. The industry needs to assure their customers of the level of security they offer, the insurance they offer as part of that security should there be a breach, and what they are doing to keep up with the changing methods and technologies that make them vulnerable. Retailers must convince customers their data is safe from cyber-criminals, and their data won't be abused (with excessive promotion) from the company. Once the customer doesn't trust the company, there may not be a second chance.
  • Posted on: 04/06/2018

    Can MoviePass help revive America’s malls?

    A movie theater at a mall drives traffic. No doubt. People come early or stay. Theater owners will see the value they bring to the mall and be able to improve their negotiation power during the lease renewal. It's simple, they increase traffic when the mall needs traffic -- more than ever. I can't tell you if the business model for MoviePass is going to work long term, but I'm sure they've run their numbers. Theaters and malls should want it to work. Staying home and watching Netflix or Prime movies and ordering a pizza, preparing a Blue Apron meal or having the local grocery store deliver what's needed to cook a home-cooked meal is a direct threat to the concept. MoviePass will have to make the value proposition so enticing it gets people out of their homes and to the malls.
  • Posted on: 04/05/2018

    Target succeeds by going big on convenience in small stores

    The focus on convenience comes front and center here. Target is taking their stores to the people, in their communities. And the stores will be tailored to the community they are serving. Great way to expand the connection customers have with the Target brand.
  • Posted on: 04/04/2018

    Should retailers lower expectations around last-mile delivery?

    Free shipping is becoming the norm. Consumers will go shopping for free shipping if the retailer doesn't offer it. And now the benchmark is set by Amazon. The likelihood of lowering consumer expectations, after Amazon and other retailers have raised them, is unlikely, if not downright impossible. The focus should be on a value proposition that meets (or even better, exceeds) the customer's expectations.
  • Posted on: 04/04/2018

    Bed Bath & Beyond offers an exchange for Toys ‘R’ Us gift cards

    Bed Bath & Beyond, even at a credit of just two-thirds the value of another store's gift card, is doing the consumer a favor. The key is for Bed Bath & Beyond to message in such a way that reflects that. No doubt new customers will be one benefit to Bed Bath & Beyond and buybuy Baby. Customers with unused Toys "R" Us gift cards will want to get what they can. Handled well, Bed Bath & Beyond looks like a hero.
  • Posted on: 04/03/2018

    Why are there so many employees in a cashier-less store?

    Amazon Go is the future, and some would say the future is already here. It is still an early concept and the extra people needed may be to answer questions or deal with issues until 1) all the "kinks" are worked out of the system, and 2) customers are comfortable dealing with the "self-service" concept of the experience. Amazon is creating a brand new experience. This is just a prediction, but once there is a tipping point and the public/consumer accepts it as somewhat normal, you will probably see less support.
  • Posted on: 04/02/2018

    What would an acquisition of Humana mean for Walmart and its rivals?

    It makes sense for Walmart to acquire Humana as it ties in directly with their pharmacy. It's a synergistic move, as the success of one (or both) support each other. It could also be good for the consumer as Walmart won't likely be a high-priced option, and will likely offer the competitive pricing that they are known for.

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