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: 10/17/2019

    Is e-grocery less convenient than shopping in stores?

    The online experience is about convenience. It takes time to know what you want to buy and how to go about buying it. The online shopper is not going to browse the site like an in-store shopper browses the aisles. Personalization will come from AI that recognizes the customers shopping/buying patterns. For now, the true online grocery experience is in its infancy. Retailers will have to get more people online and using the system at a higher level for it to become mainstream. Customers have to be trained to break a habit, in-store shopping, that they have been doing most of their lives.
  • Posted on: 10/16/2019

    Does Target need to address its associate morale problem?

    This is tricky. You offer to pay more per hour. Nobody complains unless their hours get cut. I don't know if we're getting the entire story. Is Target cutting hours for all hourly employees? Or, are we mostly hearing from those that have had their hours cut? This is business and if any retailer plans to raise the hourly wages, they have to find ways to maximize their investment in their people. That may mean tightening up all types of expenditures, which could result in store closings, reduced operating hours and even reduced hours for certain employees.
  • Posted on: 10/14/2019

    Will Best Buy wrap up Black Friday sales with a price match guarantee in October?

    Great move! This will get customers to shop early and buy early. Customers do all their research and purchase planning ahead of Black Friday, and then they wait. No longer!
  • Posted on: 10/11/2019

    Google Shopping gets an upgrade

    Who ever thought Amazon would go head-to-head in the online shopping space? Google's notifications of price drops and localization technology seems like a good place to begin to differentiate. Really, all of the features Google is offering have appeal. Is this a VHS vs. Betamax war? Whatever it is, it will be interesting - and good for consumers.
  • Posted on: 10/10/2019

    Will becoming a UPS pickup/drop off point drive craft sales at Michaels?

    Retailers are looking for more ways to bring customers into their stores. If setting up a UPS Access Point brings customers in, then it's a win.
  • Posted on: 10/09/2019

    Will part-timers flock to Lidl after grocer offers health insurance for all?

    This a great benefit to employees, and will attract top applicants, regardless of part-time or full-time. A retailer can invest in many areas. Investing in people is one of the easiest opportunities with potentially some of the biggest ROI.
  • Posted on: 10/08/2019

    Are legacy CPG brands just naturally digitally-challenged?

    This issue goes beyond digital transformation. It's about embracing change and innovation. It's one thing to be innovative with products, as some of the big CPG brands have been. It's another to adapt to a changing retail environment, as some big CPG brands have not done. Even with bigger budgets for marketing, product development and more, they still seem to lag behind the nimbler, smaller companies. As most big brands are publicly traded, the risk of failing sometimes outweighs the less risky choice of doing nothing. As these larger brands are finding out, that doesn't work. They are now forced to play catch up and along the way are losing customers.
  • Posted on: 10/07/2019

    Should Amazon rent out its Just Walk Out tech?

    The obvious motivation behind Amazon leasing Go technology is another stream of income. This is a great opportunity to capitalize on the investment Amazon has made by "sharing it" (with a fee, of course) with others who can't afford to create their own version of it. Amazon is smart to diversify their deliverables, especially when it is synergistic to what they are known for, which is retail.
  • Posted on: 10/02/2019

    Do Carolinians have Wegmans on their minds?

    It's really quite simple -- Wegmans' reputation for service and community follows them wherever they go. It's all about reputation and consistency. By the way, if anyone wants to know how to compete in today's VERY competitive retail landscape, just study Wegmans!
  • Posted on: 10/01/2019

    Do retail metrics need to be reinvented?

    There are so many numbers to look at. All of the Deloitte metrics work to look at success. I would like to add one more. Does the customer come back? Want a second one? If the answer is yes, then how often? I agree that profit and sales per customer are important, but if the retailer is constantly churning customers, then there's a bigger problem.
  • Posted on: 09/30/2019

    “Alexa, help me get a job at McDonald’s”

    We focus on creating convenience for our customers, so why not convenience for our potential employees? Attracting good people is competitive. So why not grab some attention with a new way to start the application process? Using Alexa or Google Assistant is but one way to do so. For fun, I tried it. I went as far as filling out the application. It was easy (as in convenient) and different (as in fun).
  • Posted on: 09/27/2019

    Amazon wants to take the lead on regulating facial recognition tech

    Facial recognition is not new. It's getting better and better. If it's used to log in or expedite a shopping experience, I'm for it. That's convenience. If it is to track where and when we go to surveil us, well that's where the privacy line is drawn. If Amazon can recognize consumer benefit and lobby to keep the technology from crossing the line, I applaud them. The world is changing at a rapid speed. Things we only dreamed about years ago are coming to life. New laws and regulations need to be created. Welcome to a new world of retail - and everything else.
  • Posted on: 09/26/2019

    Will selling online be the start of something big or bad for Marshalls?

    What took so long? Offering an online option allows Marshalls to be open 24/7 for their customers. They just made shopping at Marshalls more convenient. It looks like they are promising an online "experience" versus just a static website with pictures and product descriptions. That's part of the Marshalls experience that customers have come to know and love.
  • Posted on: 09/25/2019

    What makes consumers grumble most about returning online orders?

    Any of the points listed in the article, as well as the points brought up by our esteemed BrainTrust, fall into one category: inconvenience. As easy as we make a return -- even the easiest returns -- still require a little work from the customer. Some have made it easier than others. When brick-and-mortar retailers are willing to take online returns (for their items as well as others), it is another option, that may be convenient for some. It's always good to give options. It's important to educate the customer on the process, what to expect (refund), and more. Even with the effort the customer is willing to go through to make the online return, communicating important information, such as the item was received, the refund is being processed, etc., goes a long way in creating a better customer experience.
  • Posted on: 09/24/2019

    Two hot trends, personalization and frictionless retailing, are at odds with each other

    Personalization and convenience are part of the customer experience. Customers want both. While both are optional (for the retailer to provide), they are not at odds with each other. Anytime you can created the personalized experience you win. Add a level of convenience, you win more. It's that simple.

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