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: 08/06/2020

    As tech workers go remote, Facebook leases huge NYC offices

    If I'm in the commercial real estate business, knowing a big company is leasing space is music to my ears! One of the big shifts in mindset is the idea that many businesses can have employees working remotely. That idea, at least on the massive level we've experienced during COVID-19, had never crossed their minds. Now many businesses know they can deploy a remote workforce, but do they want to have everyone go remote? Some will say yes and others, like Facebook, recognize the importance of having a meeting place. (And the stats in the article above are telling.) The key, at least in the short term and maybe forever, is to design a space that's safe and comfortable for all employees.
  • Posted on: 08/05/2020

    Can influencers make stores feel safer?

    This is simply another channel to reach a large group of consumers with important messages. Influencers have a persuasive talent that can get people to take action, be that buying a product, visiting a store, etc. Retailers are using all tactics possible to get customers into their stores. Hiring influencers is just another tactic.
  • Posted on: 08/04/2020

    Is now a good time to launch a retail startup?

    Frank Sinatra sang a line in the song "New York" that went: "If I can make it there, I'll make it anywhere..." If someone has a concept that can be launched in the middle of a pandemic that's not about products and services tied directly to the pandemic, then they may be successful when times return back to normal. The key is to find the product or service that worked during non-COVID-19 times and have a successful launch. What product is that? Well, that's for the entrepreneurs to figure out!
  • Posted on: 07/31/2020

    Will axing commission fees entice Amazon sellers to move to Google Shopping?

    This is akin to a "loss leader" opportunity. Eliminating commissions is the way to get retailers to come on board. It is only a matter of time before those come back. And that's okay. In the meantime, this is a way for Google to build out this opportunity. Amazon has a head start -- a HUGE head start. I don't know how much impact this will have on Amazon short term, but over time retailers and, more importantly, customers, will learn about an Amazon alternative. Let's see if competition helps the marketplace.
  • Posted on: 07/30/2020

    Beauty becomes a digital beast

    The technology works and people will use it. That said, there is also the experience of going to a store and talking to a professional - and having the in-store treatment. There will still be a place for that. As we put the pandemic in our rearview mirrors, retailers will have to adjust to a balance between the digital and in-store habits of customers. Keep in mind, regardless of the pandemic, we were headed toward more digital anyway. It's just that the pandemic forced us to move into the future at an accelerated rate. In five months we have moved five years into the future of digital.
  • Posted on: 07/29/2020

    How can retailers differentiate curbside delivery?

    This article tells retailers exactly what they need to do to create a positive curbside pickup experience. Simply put -- BE EASY. Look at what Target is doing. Actually, look at any retailer that has a good curbside delivery experience and ask yourself, "What do they do that we don't?" Then determine if what this retailer is doing will work for you. We have to learn from others, so why not learn from the retailers who have figured out how to make this growing-in-popularity option work?
  • Posted on: 07/28/2020

    Has retail adaptation become more about survival than competitive edge?

    The simple answer is yes ... both to survive and give you a competitive edge. We have to adapt and adopt a new way to do business. This is constant, even beyond COVID-19. Those that don't will find themselves playing catch up, or worse, going out of business. So, survive and compete. The answer is YES.
  • Posted on: 07/27/2020

    Are boycotts becoming bigger risks?

    When a person or brand decides to take a political stance or support a controversial cause, there can be backlash in the form of customers disagreeing and choosing to do business elsewhere. I can't imagine that the leader of a major brand wouldn't take that into consideration when they choose to make a public statement that may not be in alignment with the majority of their customers. There is nothing wrong with taking a position with any issue, as long as the potential outcome is considered before going public. There are brands that know they will lose some of their customers if they take a position. Knowing and accepting that - and building it into the financial and reputational objectives for the company - are important considerations.
  • Posted on: 07/24/2020

    Has retail permanently downsized?

    Unfortunately, I don't see the retail industry returning to pre-pandemic levels in the near future. Many retailers were already struggling and this pushed them over the edge or gave them the excuse to shut down stores, downsize, etc.
  • Posted on: 07/23/2020

    Is there a path to profitable grocery delivery?

    Delivery is a convenience. It could be a driver of repeat business, and ultimately customer loyalty, which could increase profits. But delivery by itself, unless you build a margin into it, isn't necessarily about profitability. Grocery delivery has been around for many years. The pandemic increased its usage and need. Retailers are discovering new ways to streamline their process to enhance the experience and the revenue they bring in from this service.
  • Posted on: 07/22/2020

    It is a different year. Walmart is closing on Thanksgiving.

    Life has changed. Customer/consumer habits have changed. The workforce has changed. Therefore any retailer must be willing to change. Walmart is adapting and making changes that are necessary to meet the new needs and demands of workers and customers in our current times. I will be interested to see how they handle their holiday promotions, what the sales online and on-site will be compared to last year, and more. While it's still retail, it's different enough to refer to these times as "uncharted waters."
  • Posted on: 07/21/2020

    Can Trader Joe’s shake off its racist branding tag?

    Trader Joe's has always been recognized as an inclusive brand. The action they are taking, whether you agree or not, shows that they are in tune with their customers.
  • Posted on: 07/20/2020

    How will digital transform trade shows?

    There are some great companies providing amazing digital solutions to trade shows. The experience of walking the trade show floor to check out the "latest and greatest," and talk to smart sales people, connect with old friends and make new ... these are all part of the trade show experience. The new technologies are able to provide almost a 3-D feel to an online experience. They can provide video interaction (similar to Zoom video calls) so customers can connect. There is a big advantage in that the trade show floor can have extended hours, and as the article shares, extended days (to weeks and even months). What will be missing is the networking and ability to grab a cup of coffee with someone. Virtual coffee meetings are nice, but we all still crave interaction with others. This is where relationships are made and deals are sealed. We'll be back to live shows soon enough, but don't think these digital solutions will go away when that happens. This new way of attending a trade show, if even temporary, will not go away when live shows come back. We'll now have options. Digital shows will become supplemental to the live experience.
  • Posted on: 07/17/2020

    Struggling retailers lay off workers and pay millions in executive bonuses

    The optics are BAD (capitalized on purpose)! The retail industry - or any other industry - should always be rethinking how employees from frontline to C-suite are compensated. They do need to consider the times. What they don't need to do is make decisions that make them look bad. I get that the CEO of J.C. Penney was under contract. There may or may not have been a better way to handle it. While many in leadership are taking salary cuts to show they are in it with their team (all employees), which sets a good example, others are taking bonuses while employees are being cut and suppliers are not being paid, and that doesn't look good at all.
  • Posted on: 07/15/2020

    Did Amazon just put its Go technology in a shopping cart?

    And it just keeps getting better -- and more convenient. Innovation like this will take hold, especially as consumers are wanting a quick, easy and cashless experience. And if successful, it is only a matter of time before Amazon is selling or leasing the technology to other retailers.

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