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: 02/24/2021

    Can making deliveries once a week make e-commerce sustainable and more profitable?

    For someone who orders "as they need it," having orders consolidated to once or even twice a week is going to reduce overhead and is "green." Olive is going to make a lot of people happy with this option. Note that Amazon has already done this, not necessarily for reducing the carbon footprint, but to streamline their process.
  • Posted on: 02/23/2021

    What’s so funny about authenticity, integrity and transparency?

    Who wants to do business with someone or a company they can't trust? Authenticity is always important, but what customers really want is confidence. The retailer that creates confidence could have a competitive edge. That confidence comes from authenticity, integrity and transparency. Start with something basic: Do what you say you will do. If you promise delivery by tomorrow, it has to happen. Be proactive with bad news: If the promise is going to be broken - or if there are any other problems - can you let the customer know before they find out on their own? Be genuinely polite: That's part of authenticity. Please and thank you are sometimes underrated. Showing appreciation is not an option. These are the ways Farmgirl and other retailers have forged stronger relationships with their customers.
  • Posted on: 02/19/2021

    Walmart gives workers a raise and weighs in on the minimum wage debate

    Nobody should complain. This is what everyone wants -- a higher hourly wage. Walmart pays more than the minimum wage, so bumping up what they are currently paying should be appreciated. At the same time, they take away the quarterly bonus. I'm okay with that. This way everyone knows what they will be paid. Pretty simple. As for doubling the minimum wage, that needs to phased in over time. Indexing, as Mr. McMillon suggests, is an option.
  • Posted on: 02/18/2021

    Is suburban retail (malls, too) primed for a comeback?

    This is a very optimistic view of the retail mall industry. Is there light at the end of the tunnel? The pandemic changed the way companies operate and people live. Some of this is permanent. Is that change going to get foot traffic back to the malls? There are good points in the article that might lead to one saying yes. However we must remember, the problems with retail malls were happening long before the pandemic. The last year accelerated the demise of some retailers. People are still using online retailers for many of their shopping needs - now more than ever. As we come out of the pandemic, we will see people heading back to the malls. Even if they do come back at pre-pandemic levels, is it enough to reverse the problematic trend that was plaguing the industry for years leading up to the pandemic?
  • Posted on: 02/17/2021

    Has text messaging become retail’s go-to communication tool?

    Done the right way, customer engagement through text messaging, can be very powerful. Studies show the right type of engagement -- a mix of promotion with value-added content -- can increase sales, increase purchase frequency and increase the amount of each sale. The content of the above article covers this. The drawback comes from brands over-doing it. Just like a customer will delete and unsubscribe from emails, they can do the same on messaging platforms when the messages become overtly promotion with minimal value. Balance promotion with general content, and treat the contact info from the customer like it's gold.
  • Posted on: 02/16/2021

    Will Nordstrom celebrate or regret its decision to give brands a lot more control?

    This makes great sense for Nordstrom and other retailers. The brand gets to set up and display their merchandise, the way it is intended. Of course, there will be guidelines and standards for the brands to meet. If Nordstrom manages this well, they can have great partnerships with the brands they carry.
  • Posted on: 02/15/2021

    Is the toy category’s pandemic sales boon coming to an end?

    Toy retailers must recognize the reasons for the past year's sales. It wasn't business as usual. The pandemic won't last forever, so they must get the right merchandise and the right messaging to their customers as they move away from the "stay-at-home" orders and start to move back to pre-2020 toy habits. That may sound simple - and even like common sense - but if retailers don't prepare for the swing back to non-pandemic behavior, they will find themselves left behind.
  • Posted on: 02/12/2021

    Should retailers ask workers to return to their offices?

    There is going to be a lot of empty office space as companies are slow to return business-in-the-office as usual. And, then some will not return at all - or at least a small percentage of what they had prior to COVID-19. The primary goal is safety. Any business should ask, "How can I operate in the most effective and safe way?" The answer is about health and that will dictate if it's safe to return to the office. The next question is, "What will be the most effective and efficient way?" The answer is about numbers and productivity. Regardless, safety and health trump all answers to any question related to this topic.
  • Posted on: 02/11/2021

    Will Men’s Wearhouse’s new digitally-equipped next-gen stores be a must shop?

    While this is new for Men's Wearhouse, it is not new to the retail industry. Other retailers in the eyeglass, makeup, and jewelry spaces and more have created a strong digital shopping experience. Some see this as a gimmick, however it is proving to be a viable way of engaging the customer and making the sale.
  • Posted on: 02/10/2021

    Will big food brands turn to home-delivered meals to drive future growth?

    The pandemic taught consumers about convenience, which includes grocery - and fresh meal-kit - deliveries. This may taper off a little as people go back to venturing out, but the concept will remain stronger than it was in 2019. Freshly gives Nestle, a recognized and trusted brand name, a place in this expanding area.
  • Posted on: 02/09/2021

    Will retail pharmacies be the cure for America’s ‘vaccine deserts’?

    The more locations for people to get their vaccines, the better. The NFL announced their stadiums would be used to get large numbers of people their vaccines. Taking the vaccines to local pharmacies will be good for people who may not have the ability to get out of their neighborhoods. This is a great opportunity to reach typically underserved areas. The pharmacies will have to staff properly and need a plan to manage the flow of people coming in to get their shots.
  • Posted on: 02/08/2021

    Will same-day delivery pay off for dollar stores?

    Why not have same-day delivery? Many retailers are already doing this - and with success. Dollar stores don't need to be left behind in the convenience game. Obviously they are not early adopters, which does give them the luxury of studying other retailers and how they are doing it right (or wrong). Overall, same-day delivery is becoming ubiquitous. Those that can't participate in same-day may find themselves at a competitive disadvantage.
  • Posted on: 02/05/2021

    The retail apocalypse didn’t happen last year, despite the coverage

    Retail - especially in malls - was struggling before the pandemic. The move from brick-and-mortar to digital has been going on for years. All the pandemic did was accelerate the changes. Without the pandemic, we would have been where we are today in three to five years. All that said, some retailers have embraced the changes or weathered the storm (pandemic) better than others. The economy is coming back. In-store experiences will come back - at some level - when more consumers feel safer and comfortable. Will it resume at 2019 numbers? I doubt it. Consumers have seen the advantages of buying online in certain circumstances. Their habits have changed over the past few years - especially in the last year. This trend will continue.
  • Posted on: 02/04/2021

    Where does the chief digital officer fit into retail’s executive team?

    The CDO role is as much about the customer strategy as it is about integrating digital technology into the organization. They balance the organization's process with customer experience. The latter is influenced by the customers' data and feedback. CDOs must work with IT, marketing, sales and customer support.
  • Posted on: 02/03/2021

    A new era for Amazon as Jeff Bezos hands over CEO role

    Inventiveness is one of the reasons for Amazon's huge success. They always took part of their profit and put it back into the company to innovate and find better ways to serve the customer. Bezos is not leaving. He's just moving to a position where he says he will focus on new product ideas. Inventiveness is not leaving Amazon anytime soon. Crazy things will continue to come from this iconic brand.

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