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: 07/01/2022

    Should more retailers aim for their customers’ funny bones?

    Humor (when used the right way) has always done well in advertising. Just look at the Super Bowl commercials. It's not easy to create a humorous message that appeals to the masses, but when it works, it becomes viral and memorable.
  • Posted on: 06/30/2022

    Will consumers become even more frugal post-pandemic?

    Many people cut back on their spending during the pandemic when they lost their jobs or were deferred. Now we have inflation. Between the two, it makes sense that more people will "bargain hunt." This is a cycle. It may take one or two years for the consumer mindset to stabilize.
  • Posted on: 06/29/2022

    Will a gas tax holiday drive retail in the right direction?

    Anything that will put a few extra dollars into the pockets of those who need it, is a good thing. Save on gas (taxes) and spend the money on food, clothes, etc. Seems like a good idea. Let's see if this stimulus effort works.
  • Posted on: 06/28/2022

    Retailers tell their customers to keep their returns

    No doubt there are certain items that are too expensive to take back. I can't imagine that this will be standard practice for all items. And there should be a concern about "training the customer" with this very liberal policy.
  • Posted on: 06/27/2022

    Are outsized private label gains in grocery a foregone conclusion?

    If the quality meets expectations, private label grocery items will do well. It's simple. Household budgets are tighter, therefore price becomes more important. This is an opportunity to gain some market share with price-sensitive consumers.
  • Posted on: 06/24/2022

    Is the metaverse opportunity getting any clearer?

    I've talked to a number of brands about the metaverse. It is still foreign to some. My thought -- figure it out or be left in the dust by the competition.
  • Posted on: 06/22/2022

    Will Deal Days help Target clear its inventory?

    Is Target's Deal Days a promotion to compete with Amazon Prime Day? Or is Target's Deal Days a way to move excess inventory? The answer: Why not both?
  • Posted on: 06/21/2022

    Will Walmart become the go-to shopping destination for cord cutters?

    Shopping is getting easier. This is just the beginning for Walmart and other retailers jumping into this shopping channel. Will Apple TV get on board? How about Amazon Prime? Of course!
  • Posted on: 06/20/2022

    Kroger CEO says customers are ‘rethinking their shopping’ habits

    I'm not worried as much about inflationary pressures on consumers. Their habits will inevitably change. What I am worried about is if those habits cause the customer to change stores, not just buying patterns. Eventually the economy will stabilize. Until that time, we must do what we can to keep the customer we have.
  • Posted on: 06/17/2022

    Ultra-fast delivery may burn out or fade away

    Convenience continues to be a theme in a lot of our RetailWire Braintrust conversations. Fast service is all about convenience. The people who said they wouldn't pay, probably don't care about that type of service and convenience. But the ones that do care ... Well, that's an interesting market to target.
  • Posted on: 06/17/2022

    Does Amazon need a great Prime Day now more than ever?

    Prime Day is a regular "sale" event for Amazon. The key is for this to be as good, if not better than before. Customers expect big things out of Amazon, and hopefully they will deliver. (They usually do!) For any retailer running a promotion, make sure it's in line with what your customers want. I've seen a lot of money wasted on lame promotions.
  • Posted on: 06/15/2022

    Are consumers going to take a vacation from buying things?

    The economy has never experienced inflation after a pandemic. Normally, I would look at historical economic data to understand what may happen in the near future. But that won't work this time. People appreciate life more than pre-pandemic, so they may be looking for ways to afford the vacation or experience they long for. The result will be tightening up the budget on typical expenses. That could come from bargain hunting, eating at home more often, spending less on what they eat at home, and more.
  • Posted on: 06/14/2022

    Has online grocery shopping hit its sales ceiling?

    I may sound like a broken record, but I'm going to continue to stand on my "convenience platform" and emphasize convenience is more popular, important, and relevant today than before the pandemic. Online grocery shopping is convenient. It's here to stay. Different retailers will emphasize (or de-emphasize) this service. That's up to them. Just know that convenience is a differentiator.
  • Posted on: 06/13/2022

    Should retailers charge for curbside pickup?

    First: Customers will pay for convenience. Second: Curbside pickup is convenience. There was a time when restaurants would deliver food at no charge. Not anymore. And that is exactly what's happening with curbside pickup, at least for the near future.
  • Posted on: 06/10/2022

    New PetSmart program is all about helping vets help pets

    This is a great idea. If you can get an eye exam at Sam's Club, why can't you (and your pet) visit the vet at a PetSmart? This makes total sense. And it's convenient!

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