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: 11/23/2022

    Do digital coupons discriminate against those who can least afford it?

    Coupons are coupons, whether they are physical in a hard-copy printed publication, mailed to a home, or digital (on a website, email, etc.). Most retailers are trying to attract as many people as possible. Using digital platforms for coupons is just another channel. They are reaching customers wherever they can. Retailers mail, advertise, text, email, post on their websites, and more to reach as many customers as possible. This isn't discrimination. It's being where the retailer thinks they can be seen by the largest number of their current and potential customers.
  • Posted on: 11/22/2022

    The direct-to-consumer kitchenware brand Our Place gets physical

    Our Place is a brand that made its name without a physical presence. Moving into major retailers like Target would add visibility in addition to sales. The cost to build out in these stores (displays) within stores would have very little financial risk. However, building out its own stand-alone store is a different story. Is the store for retail sales or for visibility (or both)?
  • Posted on: 11/21/2022

    Will cracking down on serial returners solve retailers’ return problem?

    The survey appears to give us the answer: crack down on chronic returners. However I'd be careful. Surveying 850 is a good number, but what was the breakdown of those surveyed? Before making any changes I'd survey more, make sure I hit all generations, and also look at the type of retail. Finally, I can't help but share what I've commented on several times in the past. A decision to change a return policy at this level is an example of punishing almost all of your customers for the sins of a few.
  • Posted on: 11/18/2022

    Do retailers need to add chief trust officers?

    Trust is a big part of creating customer loyalty. If a customer trusts that the company won't abuse their privacy and gives them a consistent stellar customer experience, trust levels are high. People like doing business with companies (and people) they know, like, and trust. The trust part of that is the hardest to earn. It takes time but, once the company earns it, it pays off with repeat business and loyalty.
  • Posted on: 11/16/2022

    Can Walmart hold onto the new, wealthier customers it is picking up?

    If Walmart is gaining new customers because of inflation (or any other issue), they need to capitalize on the opportunity to turn them into repeat customers. The article mentions a big base of customers with incomes over $100,000. Walmart has had success with the higher-income and affluent customers -- long before any of the economic issues that currently plague us. I remember writing an article about the number of Mercedes, BMWs, and other high-end automobiles that were parked in front of a Walmart.
  • Posted on: 11/15/2022

    Retailers have scaled way back on seasonal help for Christmas

    If you want to frustrate customers, make them wait a long time to get a salesperson to help or wait in a long line to check out. This "friction" will not be quickly forgotten and there is a risk of the customer leaving before they are helped, or worse, not coming back because of the bad experience. Retailers must plan for busy times and staff accordingly -- or come up with an alternative self-service solution that customers use and appreciate.
  • Posted on: 11/14/2022

    Gap is now selling on Amazon. Desperation or genius move?

    Desperation or smart? I'm going with smart, as this move for Gap expands its reach through Amazon's customer base - and makes it easier for customers to buy their merchandise.
  • Posted on: 11/11/2022

    Is Trader Joe’s success formula becoming obsolete?

    First, Trader Joe's is a benchmark of value that other retailers should aspire to be like. They have good products, competitive pricing, and incredible service. That's what keeps them in the game - and at the top of the game. As for a loyalty program, Trade Joe's already has one. It's their customer experience. That's what gets their customers to come back again and again. There are other ways to get customer data outside of a loyalty program. If Trader Joe's wants or needs that information, they will find ways to get it.
  • Posted on: 11/08/2022

    Chick-fil-A’s three-day workweek gives ‘the gift of time’ to associates

    This is a great approach, especially in the retail business. If you have full-time people putting in three long shifts a week instead of five (or even six) shorter/normal shifts, this could be a big benefit. The key to make this work for managers, is to ensure there are good assistant managers (who become the manager on duty) to fill the role of the managers who may be on their day off. This also gets assistant managers to be "manager ready" when a new store opens or if there is turnover at the top management positions. It is working for Chick-fil-A. Can it work for other retailers? Try it and find out!
  • Posted on: 11/07/2022

    Is it time to shut down the free returns party?

    Are free returns really free? Or is it "no extra charge" for returns? It's like free shipping. It's not really free. It is built into the price of the item. The retailer needs to bake costs into their pricing. While raising the price - even just a percentage or two - may appear to cause price-sensitivity or competitive issues, if there is a strong service experience, the price will become less sensitive. Friendly and knowledgeable employees combined with processes and policies that are customer-friendly can help make price less relevant. In other words, make customers LOVE doing business with you.
  • Posted on: 11/04/2022

    Aldi and Walmart are turning back the clock on inflation for Thanksgiving

    Customers are used to price increases, but are still surprised at some (not all) items that have had a dramatic increase. The "feasts" that Aldi, Walmart, and others may offer can be a nice incentive and benefit for their customers. While Aldi and Walmart may be promoting this, holiday bundles have been around for a LONG time. This time it's not about just saving money. It's about beating inflation.
  • Posted on: 11/03/2022

    Have grocery self-checkouts been designed to disappoint?

    Self-service continues to grow in popularity, and even though you see self-service checkout kiosks almost everywhere, I don't believe we've seen the "tipping point" where it becomes the norm. As long as someone is available to help the customer who is having issues, the customers will keep using the system. When it fails or creates friction, customers will resist. It's interesting the different systems and versions of self-service checkout there are in the marketplace.
  • Posted on: 11/03/2022

    DSW is adding shoe repair services throughout its stores

    What a perfect service to add to the mix at DSW. First, it plays into the popularity of sustainability. Second, it's an additional source of revenue. I don't know if DSW is your one-stop-shop for all-things shoes, but they are heading that direction.
  • Posted on: 11/02/2022

    Will Netflix send customers streaming into Walmart’s stores?

    Great idea. Brings a level of brick-and-mortar experience to a streaming platform. Selling merch and subscriptions through the Walmart system can be huge. What other chains can Netflix partner with? (Rhetorical question!) There are many!
  • Posted on: 11/01/2022

    Kroger goes to school on grocery pickup at the University of Kentucky

    Why shouldn't students (or faculty, employees, etc.) on a college campus have access to what has become business-as-usual in the "real world." And anytime you can create "brand love" with young adults, you start to build a relationship that could be beneficial in the future.

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