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: 01/15/2021

    NRF 2021: Retailers make an appointment with the future

    Appointments with salespeople were around long before the pandemic. They were considered optional, and often were part of a higher level of service - for higher ticket items. The personal shoppers at Nordstrom, Saks, etc. come to mind. Car dealerships did this with their top customers. With COVID-19 these options became necessary to stay in business and keep customers feeling comfortable and confident. The appointments will become more common as we exit the pandemic. Customers are getting used to it - and they like it. Personal attention!
  • Posted on: 01/14/2021

    Is Amazon on its way to becoming America’s favorite grocer?

    Amazon, Target and Walmart are the perfect retailers for the COVID-19 pandemic. They had the selection and the convenience. Amazon advanced in the grocery industry, and consumers have been trained to use their services. That's not likely to change moving forward. However, the competition (Target, Walmart and others) will make competitive progress. Amazon won't be alone in offering these services.
  • Posted on: 01/14/2021

    7-Elevens could be destined to undergo a konbinification

    I like that 7-Eleven is innovating. If you keep doing what you've always done, you'll get passed up by competition. What does the convenience store of the future look like? Maybe 7-Eleven will show us!
  • Posted on: 01/13/2021

    What leadership lessons have retailers learned during the pandemic?

    The pandemic created a great opportunity for leadership to build stronger relationships with employees. Sure, tough decisions had to be made in many businesses, but the way leadership goes about it paves the way to build more trust with their teams. Leaders were able to be more "real" than usual. They could build connections, be more visible and show empathy for scary and difficult times.
  • Posted on: 01/12/2021

    Convenience retailers aren’t letting the pandemic get them down

    Convenience stores are, as the name implies, convenient. In an era where consumers want to stay away from crowded stores - including grocery - the convenience store offers a safe haven. Like grocery stores, they are considered "essential" to the consumer, yet they are an alternative to the larger, more crowded grocery store. They must offer a level of confidence focused on the health and safety of their customers, as all business should do. They must have an inventory of what their customers want and need. That combination is what gets customers to keep coming back again and again.
  • Posted on: 01/11/2021

    Retailers give customers refunds and tell them to keep items

    In some cases this makes sense. However there will be abusers of this customer-friendly policy. That is what concerns me. Some retailers have agreements with their suppliers that they will take back returns. In a way, they are guaranteeing their merchandise. This has been challenging for some suppliers. In the end, they have a choice to do business with the retailer or not. Now we're entering into the era of "returnless refunds." After a point, retailers (and supplier/manufacturers) will be able to predict the cost of this program. They will build their pricing model around this. It's the only way it can work.
  • Posted on: 01/08/2021

    Should your DNA data be used to sell products?

    In the future of marketing, DNA will be similar to giving someone your mobile phone number. In the short term, there is risk. Companies like Ancestry.com need to make it VERY clear to their customer that they are using the DNA for marketing purposes. There should be at least a double opt-in to get permission to do so. Maybe more. The explanation must be perfectly clear to the customer why they are being asked and what the benefit to letting their DNA be used will be. FYI, I'm the guy that says, "Put a chip in my neck and do what you want as long as it makes my life better."
  • Posted on: 01/07/2021

    Will meatless burgers moo-ve in on beef’s market share as prices fall?

    Pricing is important, but does it matter what the price is if nobody is buying? That's not the case with Impossible Foods (and plant-based alternatives in general). The meatless burgers have proven to be successful. Finding the balance between a popular product and the pricing that will create higher sales is the key.
  • Posted on: 01/05/2021

    Are local retailers ready to flex their omnichannel muscles?

    Smaller/independent retailers can make quicker decisions and put ideas into action much faster than larger retailers. That said, the success of the independents in the midst of the pandemic has been due to hard work and great flexibility. Customers don't see it as omnichannel. They see it as convenience. Invest in being easy. Invest in systems that allow for good communication and personalized promotions. The costs have come way down on technologies. In some cases, the independent has an advantage. They get to know and cater to their customers better. They must seize that advantage.
  • Posted on: 01/04/2021

    Will store closings in 2021 beat last year’s record total?

    The stores that were on the brink of going out of business, but survived, may be able to hold on for a few more months. Often these are boutiques or smaller local chains. Those that were struggling prior to COVID-19 that couldn't adapt will go out of business. Some of the larger chains that were barely holding on prior to COVID-19 will find an opportunity to file Chapter 11 to reorganize and get out of leases in locations that aren't working. No doubt this time next year things will look different.
  • Posted on: 12/30/2020

    Is it time for retailers to reconsider Instacart?

    If Instacart wants to expand its partnership opportunities with other retailers, they need to think of themselves as a partner, not a vendor. That means find a pricing model that works for both sides.
  • Posted on: 12/30/2020

    Curbside cocktails anyone?

    Short answer: This is already in play in some communities. Look at the results and then decide if it is appropriate. My view is this: Some worry that buying a cocktail to go means drinking and driving. Response: You can go to the liquor store and buy cold beer, wine, etc. The laws related to drinking while driving or in an automobile apply. Same would be for to-go liquor sales. The key is that these laws are enforced. And as for short term during the pandemic or permanent afterward, my vote is for permanent for those establishments that want to do so.
  • Posted on: 12/29/2020

    Which 2020 returns options will stick?

    Great topic. Which one wins? The one that is most convenient for the customer. Home pickup may look like a clear winner for convenience, but what does the customer have to do to get it picked up? Is the process easy? Does the customer have to pack up the product properly? For long-term impact, curbside returns are easy. Just call a number, someone comes out and takes the return. I love that idea, unless I'm pulling into a crowded mall and getting dirty looks from angry shoppers in the parking lot as I block a lane. I'm not being negative here, just wanting to think the process through.
  • Posted on: 12/28/2020

    Should retail CEOs be on social media?

    CEOs participating in social media is more about personality than just having a presence. It makes sense for anyone in business to have a LinkedIn profile. Beyond that, if a CEO participates in Twitter, Instagram, etc. on a regular basis, it should be congruent with the image of the company and the personality of the CEO. Putting a face behind a brand can be powerful.
  • Posted on: 12/23/2020

    Will online delivery go more eco-friendly post-pandemic?

    Sustainability is important to a community of customers. A certain group of customers will gravitate toward this. And good for Zero Grocery and Loop for playing in this space. The next step is electric vehicles for delivery.

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