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: 02/26/2020

    Will fulfilling third-party vendor orders give Walmart an edge over Amazon?

    While it may be important to move into this line of business, remember who you're competing with - and who was there first. This is a "keep up" move, not something new. While it's nice to be the first to do something, or the only one doing something, Walmart - and other major retailers - must stay in sync with the marketplace, regardless of being a leader or follower.
  • Posted on: 02/25/2020

    Amazon goes bigger with its cashier-less store concept

    After five years of testing and practicing, maybe this will work they way they hope. This is the beginning of the future of retail - at least the way customers pay and check out. Competitors will adopt a similar system. It may have taken five years to open this store. In another five years this will be common in retail.
  • Posted on: 02/24/2020

    What are the biggest barriers to AI adoption for retailers?

    AI is a broad subject with many different uses/applications in the retail industry. Self-service checkout and chatbots are very basic customer-focused uses of AI. Targeted advertising and personalization comes from data mining. Managing logistics and supply chains are yet more uses. The key is to know exactly what you want to achieve. If it's customer-facing, be careful not to become so enamored with technology (AI) that it takes the human element out of the experience to the point of alienating customers. If it's behind the scenes, the application must make things easier -- not more complicated. If there were one word to some this up, I'd say it would be "balance."
  • Posted on: 02/21/2020

    What does it take to make collaboration work within organizations?

    I struggle with the four components without considering at least two more. First, leadership must be on board and be the role models of what collaboration really means in their organization. Second, for it to work, it must be ingrained into the culture. If you want more collaboration, it must be part of the way a company operates. You can give a label to these two and then add them to the four already listed.
  • Posted on: 02/20/2020

    Consumers hate paying for shipping more than just about anything

    First, what consumer wouldn't prefer free shipping over having to pay for it? We surveyed over 1,000 consumers and found that a majority would be willing to pay for the service. That said, the total value has to be competitive enough to compete against those that might provide free shipping. All retailers, regardless of free shipping or paid shipping, must prove their value to their customers. So for those retailers that can't provide free shipping, they must offer value in other ways; competitive pricing, knowledgeable salespeople, an overall better customer experience, and more.
  • Posted on: 02/20/2020

    Should retailers scale hyper-localized store elements chainwide?

    I've worked with many local retailers and have discussed the advantage they have with a local/community presence that larger chains don't have. It's obvious that the big chains are seeing the advantage of "doing local well." You can scale the more personalized local presence as a process, but each geographical area and community must still be unique to the area.
  • Posted on: 02/19/2020

    Shoppers have a love/hate relationship with self-checkouts

    Self-service checkout terminals are getting better. This is no different than asking airline passengers to print their boarding passes out at a kiosk at the airport, rather than talk to an agent at the ticket counter. It took a long time for self-service check-in to catch on. Today, most passengers do it themselves at the airport - or even before. As retailers bring this option into their stores, they should always have an employee there to help. You'll seldom see a self-service checkout without one. This employee can not only help, but make a positive last impression with the way they thank the customer for their business as they walk out.
  • Posted on: 02/18/2020

    Does Peapod’s retreat from the Midwest spell trouble for e-grocery?

    We are still in the early stages of online grocery, which includes home delivery and BOPIS. We will see companies come and go. Some are figuring out the nuances of the business quicker than others. I don't think Peapod's closure of the Midwest operation is an issue. There are plenty of competitors waiting to take over retailers looking for a partner in this part of their business.
  • Posted on: 02/14/2020

    Is it time for retailers to move beyond fulfillment and on to experience?

    If you ask five retailers what "omnichannel" means you may get five different answers. They understand the gist of it, but there are too many uses. Consider the terms batted around in last week's conference referenced in the article above. In the end, we all know what we want it to mean. The customer doesn't care what they call it. They just want that easy and "seamless" experience. Let's not get hung up on what we call it and focus on one thing: the customer experience.
  • Posted on: 02/13/2020

    Holy badgers! Target did what with a University of Minnesota onesie?

    Mistakes happen. It's the company that steps up and manages the issue, which could be small or crisis level, which not only fixes the issue but also restores consumer confidence. Think about the difference in the way United Airlines handled their infamous mishandled passenger situation compared to how Starbucks handled their crisis when two African American customers were wrongly arrested. Those happened in the last two years and are still a vivid memory for most. One was slow to take action while the other was quick to respond. For those that may not know about the incident, just Google it. Watch how Starbucks turned what started out as a PR nightmare into a text-book case-study on how to manage problems. My suggestions on how to handle a problem like this, which Target did well (and so did Starbucks):
    1. Acknowledge the problem;
    2. Apologize for it;
    3. Fix it (or discuss the resolution);
    4. Act with accountability/ownership;
    5. Act with urgency. (This is the one that helps to restore confidence.)
  • Posted on: 02/13/2020

    Will technology even the last-mile playing field with Amazon?

    The short answer is that technology, Machine Learning, AI, etc. can make many areas of business more efficient, which can translate into being more competitive. I like Deliverr's solution. It looks to be a good option for retailers. Amazon has set the bar for shipping standards and it will continue to innovate and improve logistics. Walmart, Target and other major retailers are coming up with their solutions to remain competitive. All of this innovation is good for competition and good for the customer.
  • Posted on: 02/12/2020

    New Vans store designed as an homage to LA’s skate history

    I like when a national brand plays the "local card." It's not always easy, but when it works, it's a great way to stand out, compete and grow loyal local customers. I hope Vans' decision pays off and other brands can learn from another successful company that plays "local" well.
  • Posted on: 02/12/2020

    Will the FTC redefine anticompetitive behavior after its big tech acquisition inquiry?

    The first thing that crossed my mind is that this is a roadblock to an American Dream! That is, starting a company that's good enough to be bought - either by a company wanting to expand in that area or a competitor looking to grow.
  • Posted on: 02/11/2020

    Will Staples’ new concept Connect with small business owners?

    Sounds like a combination of an incubator and a small office space. I like the idea of attracting customers to use space that is surrounded by everything they need to run their business. Could Staples Connect be their "office away from the office" or the customer's actual office space? That's a question that comes to mind. Can Staples do the same thing that Starbucks did in their stores, creating meeting spaces? I'll bet there is plenty of space in may of their stores to try this concept out. Take advantage of it. Give something to the small business community and they will ideally reciprocate with their wallets.
  • Posted on: 02/10/2020

    Why isn’t voice commerce taking off?

    The easy way to use a smart speaker for ordering is to order something you've ordered before. Once you take the time to order something, the next time is typically easier. The difficulty comes when choices have to be made. That said, the technology is getting better. We're far from a "tipping point" where ordering via the smart speaker is as easy as going on Open Table to make a restaurant reservation. Think about how long that took to become a "mainstream" way of booking a reservation. Or, how long it took for buying an airline ticket online to become the norm.

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