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: 02/15/2019

    Will Google’s modular tech change how consumers buy smartphones?

    Remember when computers cost thousands of dollars and not hundreds of dollars? Today we can swap out hard drives, add external components, etc. This is the future of cell phones. While prices have come down on mobile phones, and the capabilities of the "phone" have improved to a point where the phone is the least important part of the phone, there is still a long way to go. Google is trying something new that may positively impact consumers and push other manufactures to a more efficient and economical model.
  • Posted on: 02/14/2019

    Will Mastercard’s sonic identity connect with consumers on a new level?

    If I understand this correctly, this is just branding. The Mastercard circles are recognizable, so why not a sound to go with it. Smart marketers are appealing to all senses (or as many as possible).
  • Posted on: 02/13/2019

    Retail leaders need to care more about tech

    CEOs don't need to know how the technology works. They need to know how it impacts the process, the customer experience and the bottom line. Does the technology make something in the process easier? Will the technology make it harder or easier on employees? Will the customer notice it? And if they do, will it be because it made shopping harder or easier? And finally, will the investment in the technology pay off with either dollars or winning more customers from a competitor?
  • Posted on: 02/12/2019

    Barneys to become first major retailer to open legal weed shop

    Interesting move that a high-end (no pun intended) retailer will sell what is still considered controversial merchandise. There are people that have a strong opinion against legalizing cannabis. There is a risk of alienating those customers. I'm sure Barneys has done its homework. If they have, and the market is telling them this will work, I applaud them for being one of the first department stores to venture into this market. As cannabis becomes legal in more states - and as common as buying liquor - we'll see many more retailers jumping in.
  • Posted on: 02/11/2019

    Are apps and voice assistants the keys to e-grocery adoption?

    Yes, apps and voice assistants will be a part of our future. Some are good. A bad app will scare a customer away from trying a new/updated app -- or any app from any other retailer. So the success criteria of an app is simple: customers must use it and like it. Remember the first time you decided to book an airline reservation online rather than call the airline? Or the first time you used PayPal instead of writing a check? Many people have moved to a point where they seldom, if ever call the airline or write and mail a physical check. In both of these examples, the customer had to break a habit -- a life-long habit -- of doing what they have always done. Apps are becoming more and more popular. To get consumers to use the apps, the retailer (grocery story or just about any type of retail business) will have to break the habits. The key is what I call "customer education." Tell the consumer that it's available. Give them an incentive to use the app, such as a coupon or discount. Convince them that it's easy-to-use and convenient, which can be done when they try it out. Get them to use it again -- and again. It must become a new habit.
  • Posted on: 02/08/2019

    Product and promo knowledge won’t make the sale

    When I speak to groups on customer service, I typically share a list of ways to create "customer amazement." One of those is "knowledge." Product knowledge is important. The employee that showcases their knowledge can create confidence with the customer. And, just as important, if not even more so today, is knowledge of the customer. That comes from asking the right questions. Along the way, the employee can build rapport by getting to know the customer on two levels. First is to understand why the customer wants what their buying. Second is to learn a little about the customer on a personal level. It could be something as simple as a question, such as, "Are you from around here?" The goal is to create the personalized experience. That is the big opportunity when a customer chooses to walk into a store rather than go to a website. Who "gets it"? Many retailers, but one of the first that comes to mind (on a national level) is Nordstrom. My personal experience (and many of my friends) includes hand-written thank you notes and phone calls from "my salesperson" who tells me about sales, new lines, etc.
  • Posted on: 02/07/2019

    Will AR change how people buy products from eyeglasses to wedding rings?

    Today it's cool, new, novel and fun. Tomorrow (as in the near future), this will be the norm. The price to deliver this technology will come down to where most retailers will want to take advantage of it. Everything from virtually trying on clothes, glasses, makeup, hairstyles and more will be a fit for AR technology.
  • Posted on: 02/06/2019

    Farmstead taps AI to bring grocery prices down

    This is the perfect use for AI. It will help with logistics, distribution, inventory control, and more. Mitigating or eliminating waste will help bring costs down, allowing for the some of the savings to be passed on to the consumer. Everybody wins!
  • Posted on: 02/05/2019

    Will Target’s dynamic pricing strategy erode customers’ trust?

    This seems like a quick way to cause the customer to lose confidence. Even a loyal Target shopper might be disappointed to find out they could have bought something for less depending on the channel. And, the inconsistent pricing might move the customer to another retailer that has a simple and consistent pricing strategy. There has to be a reason for this. I hope to read more about it -- and understand the thinking behind their decision -- soon.
  • Posted on: 02/04/2019

    Did Trader Joe’s make the right decision to end grocery deliveries?

    Interesting decision as so many grocers are offering delivery. I like that Trader Joe's is taking a position that is customer focused; the choice of higher prices to fuel the costs of delivery or lower prices without delivery. What's more important to the Trader Joe's customer? This doesn't mean they can't change their mind. The delivery concept to many grocery retailers is somewhat new. Watching how other retailers handle delivery, is not a bad idea. At some point Trader Joe's may have to jump back in. For now, they will stay in "their lane" and do what they do best.
  • Posted on: 02/01/2019

    Is trust the next omnichannel inflection point?

    Trust is more than telling the truth and being transparent. It's about creating confidence. Brands should be looking at the customer journey and finding places where the interaction points create friction, confusion or anything that puts a question in the customer's mind. Opportunities for trust are in delivery of a brand promise, no inventory issues, on-time delivery, and any other expectation the brand creates. Falling short in any of these areas will cause a lack of confidence.
  • Posted on: 01/31/2019

    Social media responsiveness builds Millennial loyalty

    The short answer to this question is YES (IN BIG CAPS!)! Social customer care is growing in popularity. Customers are reaching out on social channels to get their answers resolved. And, the companies that take too much time (as in hours), risk losing the customer. A stat came out last year that the average response time on Twitter from a brand is (an abysmal) seven hours. If I wanted my question answered in seven hours, I would have waited seven hours to ask the question! A younger or older generation ... it doesn't matter. Brands need to respond in an appropriate manner to all customer support requests. And, the trend should continue, as it has over the past few years. More and more customers reach out to brands on alternative channels.
  • Posted on: 01/30/2019

    Is experiential retail overhyped and misunderstood?

    Experience can be something that brings customers back again and again, as in an amazing and personalized customer experience (CX). An "attraction" is what this article seems to be focused on. How many times can you go to the restaurant that lets you catch the fish you are going to eat before the novelty grows old? I love the concept of experiential retail, but recognize the stores, malls and restaurants offering experiential attractions could become a destination for tourists and special occasions versus something that draws the frequent repeat customer. Does the location of the experiential attraction support that type of traffic? It's great for larger markets like New York and Chicago and tourist destinations like Orlando and Las Vegas. Back to the old real estate saying -- location, location, location.
  • Posted on: 01/30/2019

    Will Fanatics and Walmart deal be a grand slam for both retailers?

    On the surface, this looks like a good deal for both sides. Fanatics gets some powerful retail exposure. Walmart gets to expand their sports merchandise with a high quality recognized brand. If the numbers work for both sides, it's a winner!
  • Posted on: 01/29/2019

    Are the futures of retail and coworking space connected?

    The concept of providing free workspace for people to meet and work is not new. Throughout the day you can walk into a Starbucks and hear the sound of the fingers clicking on keyboards and conversation of important (and not so important) business meetings. It brings people to the store. Barnes & Noble created a space for people to relax and read -- and of course purchase food, drinks, books, magazines, etc. I've been to hotels where they want the local business community to just hang out. That turns into food and beverage sales. Creating these spaces in stores and malls is an opportunity to bring people to a location. And when it becomes a habit, when it is the place they go on a regular (even daily) basis, there is potential for sales. If the location is right, office supply stores, book stores, coffee shops, food courts (that don't feel like food courts), malls and more can potentially benefit from this concept.

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