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: 12/17/2018

    Will porch pirates ruin Christmas?

    Customers need to use common sense. There are a number of options to eliminate theft, and while maybe a bit inconvenient compared to the package just waiting for you when you walk up to your door, far more convenient than having to file a missing package report and hope that a replacement comes before the holiday. Some of the ideas listed are great. The locker, a well-lit porch with video cameras, having packages sent to work instead of to the home (be sure to get permission), and more. These are all good ideas, and while there is effort, it's minimal compared to dealing with theft.
  • Posted on: 12/14/2018

    Does Starbucks have a big delivery opportunity?

    I can't imagine there's much margin in delivering a hot cup of coffee a mile away. Is Starbucks willing to charge the fee to cover the cost, if not eliminate a loss, on a delivery? Consumers want convenience, and are willing to pay for it. So the goal is for Starbucks to find the balance of what works.
  • Posted on: 12/13/2018

    Are holiday shoppers getting more ‘appy’?

    The mobile phone, for every reason other than the actual phone, is a powerful place to connect with your customers. They will use the phone to gain more product knowledge, read reviews, compare pricing and more. The retailer that has its own app is just making it easier on the customer - and customers will appreciate that. To not have an app is old-school. Keep up or play catch up.
  • Posted on: 12/12/2018

    Where will Amazon go with its cashier-free concept?

    This is all about convenience, something that Amazon has always been focused on. Small stores, and lots of them. Employees there primarily to keep stock and give support - and not worry about checking out, managing a cash drawer, etc. It is now a reality.
  • Posted on: 12/11/2018

    Should Amazon buy Target?

    As Whole Foods was of value to Amazon in the grocery business, Target could give similar benefits to Amazon in the general retail side of the business. That said, why didn't Amazon make a play for Sears, although the traditional mall business is an issue? There are other retail opportunities that Amazon could consider.
  • Posted on: 12/10/2018

    Will Walgreens win the prescription delivery race?

    Walgreens is smart to be proactive in the prescription delivery world. Amazon, CVS and other competitors are fighting for the consumer's business. Once someone finds the convenient, easy way to get their prescriptions, they are unlikely to change. As Richard Ashworth said in the above article, "Next-day prescription home delivery is another convenience driver..." That word "convenience" keeps coming up. The company that offers the easy and convenient solution will win.
  • Posted on: 12/07/2018

    Have retail store associates fallen into a hypnotic state?

    Anytime you do something over and over, it can become stale, if not even boring. Varying tasks and responsibilities is one way to break up the monotony. Social engagement between employees and between customers is helpful. By social engagement, I mean any relevant conversations or interactions. Some companies have music to help set a mood. All of the ways mentioned in the article can go a long way to cure "retail hypnosis."
  • Posted on: 12/06/2018

    Walmart: Floor cleaning robots will give associates more time to serve customers

    A clean floor (or entire store) is good for the overall customer experience. That doesn't necessarily mean the customer will be better served. Walmart associates will play a bigger role in that area.
  • Posted on: 12/05/2018

    What’s next for Small Business Saturday?

    Small Business Saturday is a great idea but, in the end, it's simply another promotion. It's competing with every other type of promotion. Constant reinvention needs to happen for the "event" to stay fresh and maintain relevance.
  • Posted on: 12/04/2018

    Are subscriptions an untapped gifting opportunity for retailers?

    The subscription model is booming. Any way that a retailer can create ongoing/recurring revenue is good for the business. An important part of that is renewals. Once a consumer gets used to getting (and enjoying) a monthly or weekly product, the goal is to get them to renew. A little harder when it's a gift, but still the odds of a returning subscriber are still good. As for partnering versus developing their own subscription model, retailers will have to make that choice. Getting a piece of every sale without having to deal with the back-end is appealing, but loss of the customer connection may be an issue for some retailers if the partnership is not properly put together.
  • Posted on: 12/03/2018

    Has Amazon figured out how to scale its Go cashier-free tech to bigger stores?

    Amazon continues to test the concept and push the concept to higher levels. No doubt we are heading into an era that includes a cashless experience that includes the Go technology. The concern for the experience in a store like Whole Foods is a non-issue. There will still be support at the meat counter, the seafood counter, the bakery, etc. There will be adjustments made in the technology that allow customers to just walk out with their product. I like that Amazon continues to push the envelope here. And I'm betting they will lease or sell this technology to others.
  • Posted on: 11/30/2018

    What will it take for retailers to win the last-mile race for customers?

    Some retailers have mastered the last mile -- at least for now. (There will always be innovation and improvement.) And those that have not have still most likely improved. Competition between retailers besting each other are good for everyone. Customers are happy with fast delivery and/or convenient pick-up. New processes and methods are being discovered and them emulated by competitors. The rising tide raises all boats.
  • Posted on: 11/29/2018

    Are retailers better off going cashless?

    Today we call it a cashless payment system. In the future -- and I don't think it will take the 15 years mentioned in the article -- cashless will be the norm. Paying with cash will be a small percentage of transactions, if that. I understand the comment about "insidious racism." It is valid and must be addressed to make the new and normal cashless payments available for everyone. Given the power of technology and innovation today, I'm confident that will become a non-issue. This is our future. Accept it. Be ready for it. In some places, it's already here.
  • Posted on: 11/29/2018

    How can retailers get customers to complete feedback surveys?

    Survey fatigue is a big cause of lack of response. Bad timing (waiting too long after the interaction) is another. Traditional ways of collecting feedback work as long as there is a promise to keep it short. For example, recently I was asked if I would be willing to answer a one-question survey after my experience. One question is easy to say yes to. A "one-minute" survey is also easy. There is a movement to gather feedback as the customer is leaving through a survey "machine." You may have seen Happy Or Not machines at airports and retail locations. Service Guru is a newer player that not only gets basic info from simple questions, but allows customers to elaborate on their responses, sending them to managers in real time. Often the manager is able to talk to the customer about any issues before the customer ever leaves the store.
  • Posted on: 11/28/2018

    Can customer lifetime value scores work against retailers?

    CLV is a great metric for a number of reasons. One of my favorites is to let employees know what the average CLV is, which is why ALL customers need and deserve to have the best customer service. CLV on an individual customer level helps create "loyalty tiers." The concern that consumers are worried about is that their CLV is going to be used against them. Rather than treat a lower CLV with less respect (yes, some companies treat lower CLV customers with a level of disrespect), treat them in such a way that they would want to do more business.

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