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: 06/17/2019

    Does self-checkout make sense for Costco?

    The self-service option is great for the customer who has just a few items and is in a hurry. It's really there for convenience. It doesn't matter if it's Costco or a local small retailer. Done the right way, self-service checkout is a better customer experience. It saves time for some customers. It shortens the lines for the regular checkout lanes. There's just two good reasons to consider self-service checkout.
  • Posted on: 06/17/2019

    Shake Shack founder says, ‘Do it. Don’t talk about it (sustainability initiatives) until asked.’

    If you're in retail - or any other type of business - study what Danny Meyer has done. Any type of business can learn from his experience. As you hear what Danny has done, it's not that he's invented any of these ideas. But he's been more deliberate and intentional about them. And he doesn't have to put customers through 12 minutes of education for them to know he does this, unless they ask. That said, I do believe it's important to tell your story, especially if it's one that will resonate with customers. You just don't have to take valuable time away from the customer's experience, unless they want that to be part of their experience. To paraphrase the "don't tell until asked" comment ... "It's okay to tell, just don't elaborate until asked."
  • Posted on: 06/17/2019

    How well did Target handle its no good, very bad weekend?

    This "isolated" weekend issue doesn't happen every weekend - or even on the week days. The public is forgiving about these types of things, unless they happen again and again. Target was smart to handle the situation the way they did. They warned customers coming in. They were transparent and honest. Customers like that - even with the slight inconvenience. Little impact short term, and no impact long term.
  • Posted on: 06/14/2019

    Amazon taps AI to drive fashion recommendations

    More and more we are seeing AI help with recommendations. Someone who shops online for fashion or uses other social channels like Instagram, Pinterest, etc. will enjoy this experience. If nothing else, it will help educate the customer about the latest and greatest. And, the technology will only get better.
  • Posted on: 06/13/2019

    Will same-day delivery flexibility give Target an edge over Amazon and Walmart?

    I like that customers have a choice with Target's shipping. It's a good program. As for competing with Amazon, it is important to note that the Prime membership is more than a shipping program. That's one of the things that Amazon CEO, Jeff B., commented on ... that the membership had to offer so much value that shipping was a bonus. So, not sure this will have much impact on Amazon, if anything.
  • Posted on: 06/12/2019

    What does FedEx’s break with Amazon mean?

    Yes, it's news, but it's not a big deal. FedEx will still provide ground, international and freight services. Amazon now has its own planes. They are building out their delivery network. Yet the amount of business, less than 1.3%, shouldn't cause a crisis at FedEx. I'm sure Wall Street will have its reaction, which will be interesting, but long term, as in the next two or three years, this decision is insignificant.
  • Posted on: 06/12/2019

    Kroger is high on the CBD sales opportunity

    CBD is in demand -- in a big way. Why miss out on that opportunity? It's that simple.
  • Posted on: 06/11/2019

    Will a credit builder program create a new legion of loyal Amazon shoppers?

    Some will see this as a way to make money with high interest rates. Others will recognize there is a cost associated with taking on a credit risk, which is why the "deposit" and the higher rate is necessary. And, then others will see that Amazon is working on building another group of customers that they currently don't have access to. I think that's the bigger play: more Prime members.
  • Posted on: 06/10/2019

    Walmart debuts store-to-fridge fresh food delivery service

    I've been saying this for the last year ... convenience is king! If the retailer (in this case Walmart) can get the food all the way to the fridge/freezer, the it's that much more convenient for the customer. There is another level. At one point do the Walmart employees (or any other retailer's employees) cook the food?!
  • Posted on: 06/06/2019

    Ace Hardware and True Value satisfy customers, Home Depot not so much

    Ace Hardware calls themselves the "Helpful Hardware Place." There is a difference between friendly service and helpful service. In-store support at a smaller store like Ace is stronger than at its big-box competitors. There is also the convenience of the smaller footprint of the store. The customer gets in and out much easier. Same with the parking lots. You add the physical convenience to the knowledgeable associates and you have a winning combination. As for the online research, that's exactly what it is ... research. Being able to confirm what the customer has learned with an "expert" gives the customer confidence in the store. A good store associate won't just help a customer find what they are looking for, but will ask questions to make suggestions on how to do the project even better.
  • Posted on: 06/05/2019

    Walmart’s checkout pilot puts shoppers in the fast lane

    Anything that can make the checkout process faster is better. The key will be to "teach" the customer how to use these fast lanes and self-checkouts. The airlines had to teach passengers to book flights and check in online. Eventually it became the norm. Eventually customers at Walmart (and other retailers) will adopt the faster and more convenient shopping experience.
  • Posted on: 06/04/2019

    Will delivering online orders seven days a week further transform retail ops?

    Seven-day, two-day, next-day... These are the realities of today's retail world. This is what customers expect, thanks to retailers like Amazon, Target and Walmart, who set the bar higher for everyone. Retailers will have to adjust, the same as they did when delivery went from mail orders taking "two weeks," to a standard three-to-five day timespan, to two-day, and now one-day. And remember, Amazon is still pushing same-day. This is our new retail reality. Get used to it!
  • Posted on: 06/03/2019

    What would Amazon do with Boost Mobile?

    If Amazon acquires Boost Mobile, it won't be just because they want to get into the wireless telecom industry. They want more customers. This will give Amazon the opportunity to grow their Prime membership. For the consumer this is a win, too. Amazon will hopefully (I know it's their plan) offer a service that is, as always, customer focused. An Amazon experience with a wireless network can only be good for all of us.
  • Posted on: 05/31/2019

    Do retailers have an online reputation management problem?

    Online comments from customers, good and bad, are public. Everyone sees them. They also see how the company responds - and how fast the company responds. That's if they respond at all. Online reviews are now a part of the buying process (for many customers). They research price, the merchandise and the retailer. An occasional bad review doesn't necessarily hurt the retailer. It's the lack of response that could hurt the retailer. Handling online reviews, again good and bad, should be part of a company's marketing strategy.
  • Posted on: 05/30/2019

    How can retailers help employees improve? (Hint: Not by criticizing them)

    Mr. Suriano's comments below echo my thoughts. In retail, there is often an element of speed that can get in the way of giving the customer the best experience. That said, some employees are better at it than others. They key to building good employees starts with first hiring good people that have potential. The right attitude, personality, capabilities, etc. are all important. And hiring people who are capable of using good judgement is of the utmost importance. Do that and empower them to do their jobs. As for training to weaknesses and strengths: Buckingham knows the focus should be on strengths. That's what the best companies do. It's hard to see when you're trying to fix a problem. If someone has a weakness, correct it, but don't try to turn it into a super ability. In sports (I actually hate sports analogies, but sometimes they work) you put people in a position based on what they are good at. For example, in hockey (Stanley Cup Finals are happening as this comes out) a defenseman isn't expected to play offense. Many times, they are not nearly as adept at what it takes to play offense. That doesn't mean they aren't important to the team. No, their ability to defend against the other team's offense is what they are hired to do. That's their strength, and they are coached and trained to be better at defense. They aren't coached to become as good as the offense. Same in business. Training is important. Everyone must have a level of proficiency in the basics. Coaching to someone's strengths is the key to getting the most out of employees.

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