PROFILE
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.
Shep Hyken
Chief Amazement Officer, Shepard Presentations, LLCShep 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
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- 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. - Posted on: 03/30/2018
Former Walmart U.S. CEO raises prospect of breaking up Amazon
Break up what? It's not like Amazon has dozens and dozens of subsidiaries that are a result of acquisition. Yes there are a few, and the big ones are Whole Foods and Zappos. Check out this list if you want to see more. I don't see Amazon buying up competitors to grow their core business. They are making strategic acquisition, such as Abebooks, acquired by Amazon in 2008, which is a site focused on finding rare books. Or Audible, also acquired in 2008, that provides audio versions of the books they sell. - Posted on: 03/28/2018
Retailers can reduce turnover by treating employees like consumers
Treat employees like you want the customer treated - maybe better. That sets the tone for how employees treat customers. It sets the tone for the culture of the business. There is an emotional paycheck that an employee receives. It's how they are treated, how fulfilled they are in their jobs, etc. That's every bit as important as what they are paid. - Posted on: 03/28/2018
Are Amazon lockers turning Whole Foods into a quick shop destination?
Any time you can get a customer to come into your store, even if for a short time, is an advantage to the store. And when you can do it with frequency, all the better. When a customer gets used to having regular visits to store, even if to pick up an item from the Amazon locker, it is an opportunity for a sale. The pickup of items in a locker is an extension of the customer's lifestyle, just like shopping at a grocery store. Put the two of them together and there is some definite symmetry. - Posted on: 03/27/2018
Where is the shopping opportunity with voice commerce?
The idea of asking a question with your voice and not using your thumbs to type is about convenience. A good system will let customers know where items they are searching for are located and if they are in inventory, will give alternative suggestions if they are not, and more. Voice commerce is still in the early stages. Just as Alexa and Siri are sometimes confused, early iterations of voice commerce will also be. But when it's perfected -- or at least close to perfected -- it will be a great tool that is convenient for both the retailer and the customer. - Posted on: 03/26/2018
Should retailers emulate or differentiate from Amazon?
The answer is "yes and no." Yes, you should learn what Amazon is doing. Take away the competitiveness and, if they are doing something to create a better CX, then it may be worth adopting and adapting. However, if you want to go head-to-head with Amazon in many other areas, you may not win. There are many ways to compete against Amazon (and any other major competitor) and thrive. You have to find your place -- your uniqueness -- and exploit it. The customer must know what your difference is, and it should be something that the customer wants. Several areas of opportunity include the people-to-people interaction, being local, contributing to and be more involved with community charities, and many more. Amazon may have an amazing online/digital experience. A local retailer may have an amazing in-store experience. There is room for both in this world. - Posted on: 03/23/2018
In this digital revolution, stores are media
Interesting topic. Most companies should potentially think of themselves as a media company. The new way to communicate and market to consumers has shifted from traditional advertising to creating relevant experiences through content, which includes written, audio and video, for their customers. Companies should recognize that everything they do, on every channel, must have value to the customer. That sounds like a bit of a daunting task, but that's what the best companies are doing. Think about Nike. They create a brand presence through content — commercials that create an image, specific content directed toward the different customer segments in their loyalty program, the articles and other information on their website... all of which drive retail sales to retailers, the website and even their own stores.
