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.
  • Posted on: 10/18/2018

    Will rising costs throw a wrench in e-commerce operations?

    So what? Costs are going up. Like that hasn't happened before? And it's not like it's happening to just one company. These higher costs impact all companies. If costs didn't go up over time, we'd still be paying what today would be referred to as "next to nothing."
  • Posted on: 10/16/2018

    ‘Frictionless’ is the annoying word of the year

    It may be hard, if not impossible, to have a total frictionless experience at least by the author's standards, but there is no doubt an opportunity for most companies to reduce friction. The company that is more convenient to do business with often wins. That doesn't mean frictionless. It means less friction. By the way, there's a great French grocery store that creates a pretty good -- almost frictionless -- experience. Monoprix allows the shopper to fill the cart, walk to the checkout lane and just leave the cart filled with groceries. An hour later someone shows up at the home with the bag of groceries. They eliminate the hassle of waiting in line, taking the items out of the cart, taking them to the car, taking them out of the car, etc. The only thing they don't seem to do is put the groceries away for the customer. Maybe that's next!
  • Posted on: 10/15/2018

    Shopify opens a storefront to support its online merchants

    Interesting move. Putting a "retail support center" (for lack of a better term) in the middle of the customers who may need what Shopify sells. If this works, I can see Shopify and other software companies creating a center for their current and future customers to learn more and get help as needed. If this is something the customer needs, then it is potentially a good community builder.
  • Posted on: 10/12/2018

    Is Amazon on the right path to improved product discovery with Scout?

    AI is getting better and better. Even just a few months of development can make a difference. If anyone can make Scout work, Amazon has a shot at it. And Amazon is quick to walk away when things aren't working. Bezos and team will know when it's time to move on.
  • Posted on: 10/11/2018

    Is disruption coming to the alcohol beverage business?

    Every industry is ripe for disruption, and the alcohol industry is no exception. It started happening when micro-brews started taking away market share from the major breweries. For the distributor/middleman to have a future, they must create and prove their value or risk being disrupted by a better and more cost-efficient system. It's that simple.
  • Posted on: 10/08/2018

    Giant Food expects big things from a new, mini-grocery store concept

    Urban areas don't typically have the space to put a typical large grocery store. By putting a small store into an urban neighborhood it sends the message from Giant, "we care, and we want to do business with you!" One of the core convenience principles I write about is access. That means logistical access -- as in a store that's close by and geographically convenient. Technology will play a part in these stores, as in any other grocery store. This is just a smaller version. Data will help determine what and how much to stock.
  • Posted on: 10/05/2018

    There may be benefits to adding uncertainty to rewards programs

    A loyalty program doesn't always have to be about redeeming points. Sometimes it's about the company showing the customer some love and respect. A fun way to do that is with surprises. Fun goes to emotion and emotion is what loyalty is about.
  • Posted on: 10/04/2018

    Toys ‘R’ Us to rise from the ashes of bankruptcy, but should it?

    This is America. This is how business works. Toys "R" Us gets another shot at making it. This time, they'll be able to go into business understanding the new landscape, which is a balance between online and on-site. They will not be strapped by low-performing stores. It's almost like starting over, except they have a brand name they can take advantage of. I can't predict the success of this "reboot," but will hope the team is smart enough to know how to leverage the brand to its potential in today's modern retail environment.
  • Posted on: 10/03/2018

    Trader Joe’s success is a matter of values

    I'm partial to #3, which is to "wow the customer." It's this simple. We must focus on the customer. Without customers, we won't be able to deliver on the other six values -- as we won't have customers to deliver them to. The best companies have their values and live them. It is the alignment of those values with every employee that create the experience for both employees and customers.
  • Posted on: 10/02/2018

    Will Amazon’s new $15 an hour minimum wage mess up rivals’ seasonal hiring plans?

    Once again Amazon sets the bar. Specifically for part timers, this will set a higher bar for other retailers. Also with Amazon's past reputation for how they treat employees, this will help put them back in favor. I applaud Amazon for working to turn their tainted employment reputation around. This is definitely good for employees and Amazon. As for other retailers, the jobs at Amazon are not the same as being on the retail floor. Yet this is part-time work. People who want to make extra money will look for the best financial opportunities. $15/hour is a good opportunity.
  • Posted on: 10/01/2018

    Omnichannel retailing lands at the airport

    My first reaction to this is, "why not?" With all of the apps being developed for retail and food delivery, this makes sense. Another convenient way to order food at the airport. The key will be that the time expectation is met. Promise a time for delivery and keep it. As a traveler, if I'm at a gate waiting for my food and the plane starts to board, the food loses. So does the retailer. I'll want a refund and I'll probably never try it again.
  • Posted on: 10/01/2018

    Walmart expands test of pickup-only grocery store concept

    Does it really matter where the customer picks up their groceries, as long as it's convenient? I don't think so. And if it also makes logistical sense for the retailer, then it's a win/win.
  • Posted on: 09/28/2018

    Is BOPIS best when it’s done outside the store?

    Offering outside pickup would make it BOPOS (Buy Online, Pickup OUTSIDE Store). Just pointing that out. Seriously, this is all about customer convenience. The goal is to save the customer time. If the store has the outside space, which is a big part of the issue, then outside pickup may be an option. The central pickup/locker system is popular. The goal is to give the customer the best and most convenient experience possible.
  • Posted on: 09/27/2018

    Will Amazon disrupt retail again with its new 4-star store concept?

    Wouldn't it be nice to know that everything in a store had high consumer ratings? That there were no shoddy or questionable products? It's data to help a consumer make a decision. And knowing a product won't make it to the showroom floor if it doesn't hit a standard could be good for everyone.
  • Posted on: 09/27/2018

    How will AI transform the supply chain?

    The article really says it all. AI can use past data to match up with current situations related to production, sales, weather related issues and more. I've attended IBM's conferences on AI for the past several years and watched multiple demonstrations on the power of using AI in supply chain management. Some of the benefits include better inventory management, not running out of items, more control of just-in-time strategies at all levels (manufacturing, warehousing, stocking the retail shelves, etc.), etc. And this is just the start.

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