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: 08/14/2018

    Aldi shoppers are getting curbside pickup, but do they want it?


    The popularity of curbside pickup and home-delivery is growing. It's no longer a luxury, but an expectation for many customers. And there is no reason that Aldi shouldn't participate. The competition is doing this. Does Walmart's delivery and curbside or in-store pickup interfere with their low-price image? Hardly. It's simply meeting customers' expectations.
  • Posted on: 08/13/2018

    J.C. Penney goes after Babies ‘R’ Us customers with new shops

    Take a look at the younger consumers. There is a huge part of the population that is just now starting a family. J.C. Penney has researched and knows who their customers are - and who they will be. It makes sense for them to offer a fuller line of baby products. This doesn't mean they are abandoning their "Boomer" customers. They are just talking a look at who their future customer is going to be.
  • Posted on: 08/10/2018

    Can on-demand sales stabilize Blue Apron?

    Blue Apron has more competition than when they first started. On-demand is a great concept, yet is it a cost-efficient concept. It needs to be for both Blue Apron and for the customer.
  • Posted on: 08/10/2018

    Walmart.com to offer easier returns for marketplace purchases

    The rising tide lifts all boats. So does an easier return policy. It benefits Walmart, the third-part sellers and, most importantly, the customer. It's a triple win!
  • Posted on: 08/09/2018

    Consortium is made-to-order for people who want customized brands

    Not all customers want the true customized product. But for those that do, and for the retailers/brands that provide that service, if handled well, you can have a connection that turns into repeat business -- even customer loyalty.
  • Posted on: 08/08/2018

    Report says voice commerce is all talk

    "Voice commerce" is far from being the norm. The tipping point is not here, but it is getting closer even if the adoption is slower than anticipated. People just need to try it, have a good experience and have it become a habit. It takes time to form habits, and using the voice commands on Alexa, Siri, etc. will take time.
  • Posted on: 08/08/2018

    Amazon delivers latest Prime perk to Whole Foods’ curb

    Reasons for Prime members to do business at Whole Foods:
    1. It's Amazon! The customers are already members and do business with Amazon. There's a reason they pay an annual fee. They like what Amazon offers.
    2. Discounts. Prime members get discounts that non-members don't.
    3. Convenience. Amazon is all about making doing business with them easy. Curbside pickup of an advanced order is very convenient.
  • Posted on: 08/07/2018

    Starbucks prepares for a Bitcoin future

    Starbucks just raised its level of "cool." This is very forward thinking, and at the same time, it's where we are headed and the people running Starbucks knows this. It's just a matter of time before many other retailers (and even B2B) start accepting alternative forms of currency. Eventually, everyone will accept it. There are many issues that need to be worked out. Looking forward to seeing where we are with this in a year.
  • Posted on: 08/06/2018

    Walmart looks to automate grocery pick-up

    This is a system that will help expedite fulfillment -- and with the accuracy and efficiency that a sophisticated automation can provide.
  • Posted on: 08/03/2018

    Will in-home 3D scanner drive online clothing sales?

    For now, this is cool and forward technology. The goal is a personalized experience. When clothes are made to order -- and to meet the specific body shape of a customer -- you are on your way to a personalized experience. The clothes don't need to be custom tailored. The software can match a body to the correct size. This helps avoid returns for clothes that don't fit. This helps customers get what they want the first time. It's a win/win. There will be a time when this is standard technology for the retail industry. For now, the advantage will go to those who can afford to adopt this technology before others.
  • Posted on: 08/02/2018

    Wayfair to open its first brick & mortar store

    The magic is in the mix. The online business may be robust and convenient. Yet sometimes the combination of online and traditional brick-and-mortar is synergistic. The combination may reap more sales/profit than operating separately. I still believe Mr. Shah's comment holds true. Customers do embrace the convenience of shopping online. But times change. Buying habits change. The way we've always done things will only work for just so long. I like that Wayfair is going to try the outlet store.
  • Posted on: 08/02/2018

    Six-year-old YouTuber is the face of Walmart’s new toy line


    An influencer at any age is a good partner. If it makes sense and the influencer is someone the brand wants to align with, why not? It has to work for both sides. Influencer marketing is very popular now -- because it can work.
  • Posted on: 08/01/2018

    Zara bets on faster deliveries from stores to boost online growth

    Faster is better, at least when it comes to shipping. Amazon is setting a standard of two hours (for some merchandise). Can other retailers keep up? Using stores as distribution centers are a good way to localize delivery and increase speed to customer.
  • Posted on: 07/31/2018

    What can retailers do about consumer’s AI concerns?

    First, AI is here. You can't fight it. Used correctly, it does all of the good mentioned in the article. Retailers must be transparent. Don't try and fake out the consumer. And the one stat that wasn't shared was how many people interact with AI and don't know it.
  • Posted on: 07/30/2018

    Does Five Below make sense for 5th Ave?

    There's a reason the space was available for lease to Five Below. It's because another retailer (probably an upscale retailer) left. There's no doubt that Fifth Avenue is known for upscale shops, but it's time to face reality. It's not just about bargain hunting. It's that the retail strategy has changed. Online shopping changes the need to have brick-and-mortar stores. We'll see other retailers adjusting their physical locations because of changes in the industry. As for Five Below, do we really expect a landlord will keep the space open in hopes of another upscale retailer coming in? I'm sure the landlord did what he/she could do to fill the spot with a retailer who is more aligned with the neighborhood, but business is business.

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