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: 10/19/2020

    Retailers need to prep for in-store COVID conflicts

    Let's take a lesson from Delta Airlines. They make their policy clear: Unless eating or drinking you must wear a mask or you will be asked to leave (if the plane has not taken off) or could be banned from flying future flights. Policy is clear. The offender, if they do not comply is given a card with the policies to read. Further "offending" brings consequences. A recent article stated that since late August, 240 passengers have been added to Delta's No-Fly list. It's not easy to say goodbye to a customer in any business, but the retailer that makes their stance clear is making a statement that they put the health and safety of their customers ahead of everything else. As for training, I would be interested in seeing some type of video training that is generic and could be used by any retailer. (Maybe I'll work on that today! :) )
  • Posted on: 10/15/2020

    Is YouTube a shopping powerhouse waiting to happen?

    To me, this is old news. YouTube has been a powerful place to showcase products. Commercials are posted just waiting for customers to view them. Some ads are more than the typical 30 second spots booked in a TV show. Instead they are 10 and 15 minute infomercials. Many have already adopted YouTube as a powerful way to promote. Now it may be time to be able to place your order at the point of viewing.
  • Posted on: 10/14/2020

    Is a new store concept the start of something big(ger) for Aldi?

    Deciding to do a store of this magnitude, compared to other Aldi stores, takes more than a hunch. There must be some data behind the decision. However this is just one store. It's a test. They are smart to do a small rollout of the new concept to see if it works. It's a little against the simplicity and convenience Aldi has served up in the past, so it will be interesting to see the reaction of both the consumers and the Aldi leadership.
  • Posted on: 10/13/2020

    eBay to guarantee the authenticity of collectible sneakers

    I would love if eBay would authenticate all "collectable" merchandise. No fakes or frauds. As for sneakers, I had no idea the power of the eBay marketplace for sneakers. Good for them ... stepping up to make a very customer-focused decision. This will set the bar for other online marketplaces.
  • Posted on: 10/12/2020

    Staples to accept returns from other stores

    Anytime you can get someone into your store, for whatever reason, that is an opportunity to make another sale. It's that simple!
  • Posted on: 10/09/2020

    Will Dollar General win over higher-income consumers with its new store concept?

    One of the keys to making the popshelf store concept successful will be location. I've seen Dollar General and similar stores positioned in affluent areas. The right merchandise and experience makes those stores successful. Same for the popshelf concept.
  • Posted on: 10/08/2020

    Amazon rolls out virtual vacation tours that include shopping

    This takes an online cooking lesson to another level. Let me explain. A chef offers an online cooking course. At the end the chef makes the mixer, pots, pans, utensils, etc. available for purchase in his online store. What Amazon is doing is taking that same scenario and creating a virtual excursion. Great idea and just another way for the consumer to interact with this online retail giant.
  • Posted on: 10/07/2020

    Apple removes other brand audio products from its store shelves

    My first response was, "Hmmm -- Those products are nice to pair with Apple products." Then I thought, "But this is Apple!" The ancillary products, such as noise-canceling earbuds, compete with the best. The more of their own products which consumers confidently purchase, the better. The Apple store looks like it may become exclusively Apple.
  • Posted on: 10/06/2020

    Will Levi’s Secondhand store give the brand a sustainable advantage?

    I can't speak to the business model but as a consumer, nothing feels better - or fits better - than a well-worn pair of jeans. Secondhand clothing stores are successful. I believe there is room for branded secondhand stores, and Levi's is perfectly positioned with a world-recognized brand to take advantage of the marketplace. The consumer who is cost-conscious and environmentally-conscious may find their favorite pair of jeans.
  • Posted on: 10/05/2020

    Can one site make men love, not hate, shopping online?

    First and foremost, the e-commerce site should be super easy and intuitive to use. And, the "utilitarian" shopper is usually on a mission. That means they want to get in and get out, as fast and as efficiently as possible. They also like recommendations that are personalized to them. That is why Amazon has appeal. They may be the most convenient company on the planet. So, it's simple... Make it easy. Make it quick. Make it intuitive. That is what will drive the experience for the utilitarian shopper.
  • Posted on: 10/02/2020

    Did Amazon just end criticisms about its COVID-19 safety record?

    All businesses need to be transparent about employees testing COVID-19 positive. If an employee tests positive, the company must help determine who may have been infected by this employee. As for Amazon, with as many employees as they have, I am pleasantly surprised that the numbers appear to be lower than the average per 100,000 in the U.S.
  • Posted on: 10/01/2020

    Walmart reimagines its supercenters

    Walmart wouldn't design a store that doesn't align with how Americans are shopping today. I like how they are pursuing the redesign. They design it and implement in just a few "test stores." If it works, they move forward. If not, they don't. A Harvard Business Review article a number of years ago shared a Walmart story about a re-design that looked great - and that the customers loved. Problem was that it didn't impact sales. So why spend millions on each store when it doesn't have any ROI? Of course they need to stay current with what their customers want and expect. You get the point. It needs to work. Walmart is smart. Whatever they do, if it works, will be emulated by others. They are a role model and leader in the retail industry.
  • Posted on: 09/30/2020

    Will same-day deliveries be a difference maker for Bed Bath & Beyond?

    This is about catching up to the competition. Most of the big competitors of Bed Bath & Beyond already have the same-day offer. The customer expects this from major retailers. It's good that Bed Bath & Beyond is stepping up. Now how can they make that experience even better?
  • Posted on: 09/29/2020

    Did CDC’s announcement boost retail’s online sales prospects for Christmas?

    Americans (and others around the world) have become used to shopping online. Anyone that would have normally made it out on Black Friday - or any other crowded shopping time throughout the holiday season, such as weekday evenings and weekends - now knows how to shop online. They will adjust their traditional habits accordingly and make their usual purchases however they feel is most safe and convenient. As for future holiday seasons, if the world is safe and people are comfortable going back to malls, we'll see a trend going back to brick-and-mortar, but it may not get back to 100 percent of what we've seen pre-COVID-19. Online shoppers will continue to shop online and that traditional in-store shoppers will buy both in-store and online. This would have happened anyway. COVID-19 just moved up the timeline.
  • Posted on: 09/28/2020

    Do consumers need beauty products delivered within an hour?

    It is not so much of the appeal of beauty products delivered the same day, it's what has become the normal expectation. Same-day or faster delivery is now an expectation.

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