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: 05/13/2021

    Has augmented reality tech reached an inflection point at retail?

    Augmented reality (AR) has made significant gains in capability and usability over the past several years. The pandemic allowed brands who embraced this technology to exploit it and make it available to their customers. Just like many technologies, there was an acceleration of the adoption and use of it. AR allows customers to experience products without having to be there. When used the right way, it's an incredible experience for the customer. It's still new and fresh. There will be a point where it moves from novelty to just another online tool. I view it as a video demonstration on steroids. I don't mean to offend AR companies with that comparison, but this is what it is. A tool to be used to take the customer on a more experiential demonstration than a static picture and description of the product.
  • Posted on: 05/11/2021

    Are brands and retailers defining authenticity on their own terms or consumers’?

    I would add one more to the list: consistency. Once the customer has experienced these six components, they will enjoy and feel connected. However a lack of consistency means the customer won't know what they are going to get the next time. That erodes the customer's confidence, destroys any chance for loyalty, and means the brand will have to work that much harder to get them back. As for which of the six is most essential to authenticity, I'll vote for integrity. Without that, the other five don't matter.
  • Posted on: 05/11/2021

    Simon CEO says Americans are experiencing ‘euphoria’ as they return to malls

    Welcome to the Roaring '20s of this century! Yes, people are "itching" to get back to their pre-pandemic ways. Domestic travel has resumed to normal levels. People want to get out. They want to socialize. They want to buy clothes, go to movies, eat at restaurants and more - just like they did prior to March 2020. All that said, malls must continue to create the experiences customers wanted prior to the pandemic. They were struggling for a reason. That will continue, so they must find ways to better engage customers and create better in-person experiences.
  • Posted on: 05/10/2021

    Authentic Brands and Simon Property make a big move outdoors with Eddie Bauer deal

    Eddie Bauer is a great brand; recognizable and with a strong track record for quality. Still, there is stiff competition. The acquisition by ABG and Simon has some interesting opportunities. I get that ABG is acquiring brands. At the same time, I wonder how the landlord/developer will do when they become the tenant. All that said, perhaps Eddie Bauer will get some preferential leases, great positioning, better promotion, etc. This could help them in a very competitive market.
  • Posted on: 05/07/2021

    Walmart is going all in on 24/7/365 telehealth

    I feel like I keep repeating myself regarding the way retailers, including Walgreens, CVS, etc., are expanding on their traditional healthcare offerings. The goal is to become more integrated in their customers' lives. For Walmart's acquisition of MeMD, it means an opportunity to expand their customer base in the healthcare industry. Competition is good for every industry. It pushes innovation, growth and competing for the customer and can also improve the customer experience.
  • Posted on: 05/06/2021

    Will a new subscription program make Circle K a daily stop for members?

    The subscription model will help create repeat customers that make going to Circle K a habit. Similar to Amazon Prime, this promotes a commitment to wanting to do ongoing business. If a customer pays for the service, they want to get their money's worth. And while the customer is there, who knows what else they will buy?
  • Posted on: 05/05/2021

    Are retailers making it too tough for seniors to shop online?

    Know your customer! All you have to do is study the surveys about the different demographics and you learn who is capable and comfortable with technology. It's simple, play to the audience. If you don't give them what they want, they will find someone else who does.
  • Posted on: 05/04/2021

    Will a virtual quick serve restaurant drive Pepsi’s cola sales?

    I like this idea. Just like a fine dining restaurant has wine pairings, why not go to a broader level of consumer and have Pepsi product pairings?
  • Posted on: 05/04/2021

    Kroger takes flight with drone delivery test

    Retailers have to find ways to get their merchandise to their customers in the fastest and most efficient way possible. Amazon has taught the consumer to expect fast delivery. Retailers are working hard to find solutions to meet their customer's high expectations. Drone delivery may be one of the answers.
  • Posted on: 05/04/2021

    Will CVS make a breakthrough as it expands in-store mental health services?

    The goal of today's retailer is to be a part of their customer's daily routine. Another great strategy is to be "sticky" in the sense that it's hard to leave and do business elsewhere. The service CVS is offering does exactly that. And it is right in their lane; it's all about health. The extension to offering services for mental health, eye exams, and other medical related services could make CVS a one-stop shop for routine medical and health needs. The drawback is space. How much retail space will this take away? Will the revenue offset the loss in retail sales due to reducing the retail footprint? Will the repeat and loyal business earned from having such a service help drive higher revenue? Those are important questions (and answers) to consider.
  • Posted on: 05/03/2021

    Do retailers have to catch up to Amazon’s logistics powerhouse?

    Amazon is able to take advantage of all that is mentioned; costs, speed, control and information access. They even have more of an advantage with a willingness to spend more on the customer experience than most do. They are willing to work on thinner margins, made up on volume. How does an Amazon retail competitor compete? First, there aren't that many true "Amazon competitors." Think Walmart, Costco, Target and a few others that are big and putting together a logistics network that has the ability to compete. Yet regardless of the size of anyone trying to compete with Amazon (everything from Walmart to small boutiques), just manage the expectation. Let customers know what to expect. Keep them informed. Deliver on the promise.
  • Posted on: 04/29/2021

    Will Americans open their garages and homes to Amazon and Walmart?

    The Key program is going to take time to prove it's safe and trustworthy. Someone bringing my groceries into my home - and putting the items that need refrigeration into the refrigerator - is a convenient service. Is the typical customer willing to let strangers into their homes to do that? The feedback proves that those that are willing to do so are enjoying the service. But can it reach scale where it's worth the investment and effort into the offer? Time will tell.
  • Posted on: 04/28/2021

    Will immersive experiences revitalize U.S. malls?

    Anything experiential will enhance the experience in the mall. That includes "immersive experiences" and traditional entertainment experiences, such as restaurants and entertainment (movie theaters, ice rinks, etc.)
  • Posted on: 04/28/2021

    Report: Amazon will surpass Walmart as America’s biggest retailer by 2025

    Yes, Amazon will continue to grow and most likely surpass Walmart. Habits are changing. Brick-and-mortar will still be relevant. Even Amazon knows this and will continue to expand their physical presence in the proper locations. Other retailers must continue to do what has made them successful. Keep an eye on innovation that others, including what Amazon, Walmart and other major retailers are doing. Incorporate these innovations if appropriate and reasonable, based on the size and type of business. In other words, learn and adapt from the biggest and/or best.
  • Posted on: 04/27/2021

    Are consumers getting less creeped out about being tracked online?

    Used the right way, the personalized experience (from the customer's data) is appreciated. People know and understand what is happening. It used to be "creepy," but now it's expected. What bothers people is when it's too promotional and the brand is seen as abusive in their aggressive add techniques. It's just a matter of time before everyone understands how this new form of personalized marketing works.

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