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: 12/13/2019

    Are customers more loyal to brands or influencers?

    Paid influencers will be in alignment with a brand. And, the influencer must promote a product they believe in and is truthful in their description. Anything less will harm the reputation of both parties. A risk to consider: If you're going after a certain segment and choose to use an influencer, make sure that influencer isn't offensive or can hurt the reputation for your other clients.
  • Posted on: 12/12/2019

    Will IHOP fans flip out over its new fast-casual breakfast foods concept?

    Even it wasn't an extension of IHOP, I like it. It's a fun name and ties in well with the pancake theme of some of the menu items. (I can't wait to try the pancake bowl!) IHOP is an iconic brand. It needs to keep up with the changing customers - as in new generations of customers. This is a great way to reach them at another level and location. I'm glad to see IHOP is working to keep their brand relevant.
  • Posted on: 12/11/2019

    One of the best Christmas commercials ever cost almost nothing to make

    The reason it works is it's simple, cute and makes (most) people smile. And one other thing. It's a local store doing a local video. The video has a local feel. That's key, too. That's an advantage to being a smaller local retailer. It's hard for a major brand/retailer to give that hometown feel.
  • Posted on: 12/10/2019

    Chipotle asks sick employees to call the nurse

    Chipotle needed to build back their customers' trust. They are now layering another sense of confidence on top of their efforts to get as far away from the health incident that happened a little over two years ago. It's also a nice perk for the workers. Typically hourly workers are only paid when they are working. If they are legitimately sick, this is a great way to confirm that, get paid and maybe have time to see the doctor, if needed.
  • Posted on: 12/09/2019

    Why do so many people say ‘no’ to retailer loyalty programs?

    Let's start with three reasons:
    1. First, there are too many loyalty programs. It can be overwhelming for consumers to keep track.
    2. The loyalty programs offer minimal value. Often the loyalty program is a way to get an email address or mobile phone number to promote to. Consumers are overwhelmed with too many emails and messages.
    3. The loyalty program isn't really a loyalty program. It's a marketing or discount program. Big difference.
    If retailers are to get more consumers to join their programs they must offer true value. And the best loyalty program of all is to create an experience that offers so much value that the customer wouldn't want to do business with anyone else.
  • Posted on: 12/06/2019

    To localize stores or not, that is the question for retailers

    One advantage that allows local retailers to thrive is their ability to do local well. They not only cater to the local community, they are often involved with the local community. It's not just about merchandise that caters to the area, it's being a part of the community and giving back. Larger regional or national brands have other advantages, but the ones that can find a way to deliver on a local experience will have an advantage. Is it always required? No. Is it better to have than not? Yes.
  • Posted on: 12/04/2019

    The holiday season promises many unhappy returns for retailers

    An easy return policy is expected. Smart retailers are allowing extended return dates to let early shoppers not worry about giving a gift that can't be returned a week or two after the holidays. A non-friendly return policy will equate to non-friendly customers... customers that won't come back. This will be a great opportunity for the retailer that is customer focused with fair return policies. They will build trust with their existing customers and potentially win over defecting customers.
  • Posted on: 12/03/2019

    Can Barnes & Noble afford to take it easy over the holidays?

    Mr. Daunt is going to make his move. The holiday plan was already set in place. A few tweaks here and there are expected, but why scratch something just because it wasn't started under his leadership?
  • Posted on: 12/02/2019

    Why is Allbirds asking Amazon to do a better job ripping it off?

    The shoe business is interesting in that competitors can legally copy, almost to the stitch, another company's design. Allbirds knows it can't stop Amazon, but it can inform the public that there are differences. The way they are going about it is brilliant and should be included in business schools' marketing and PR best case studies for how to deal with this type of competition.
  • Posted on: 11/27/2019

    Big things are happening as Small Business Saturday turns 10

    This is a great promotion to support small and local businesses. I'll bet most people that are aware of Small Business Saturday had never heard of it 10 years ago - and probably only heard about it two or three years ago. It takes time to get a "holiday" like this to catch on. I applaud American Express for getting behind it with some promotional dollars. But Amex can't do it alone. With small businesses supporting and rallying around the weekend, and maybe another major sponsor or two, this "holiday" will continue to gain momentum and grow each year.
  • Posted on: 11/26/2019

    Will IoT reinvent the supply chain?

    The capability to manage supply chain/logistics/inventory is better than ever. Technologies (like IoT) are allowing for more efficiency. This will cut costs by helping to reduce excess inventory, better distribution and more.
  • Posted on: 11/25/2019

    Private label foods need work

    Several opportunities work for grocers to private label. First and foremost, they must have a package that is compelling to the consumer. That includes the look of the package, the promise of the "difference" (which is more than price) and more. I asked a number of people about private-labeled foods and several of them referred to them as "generics." Furthermore, their packaging looked like a generic. One big opportunity that a grocer has with their private label is to localize the packaging. Customers love the local or regional feel to what they buy.
  • Posted on: 11/21/2019

    Kroger brings the farm closer to the table

    While not necessarily the answers to the questions, I have two comments. First, what a great way for a national brand to localize their stores. And what a great way for farmers to have another channel of distribution. Bottom line -- it's a triple win; the grocery store, the farmer and the customer.
  • Posted on: 11/20/2019

    Will a hack ruin Macy’s Christmas?

    It doesn't help, but at the same time, hacks are (unfortunately) more and more common. There are bad people out there who will also be able to hack the system, regardless of all the effort to safeguard the data. How to combat a customer's fear? There are insurance policies companies take out to give their customers peace of mind. It's important for retailers to let customers know in advance what they are doing to prevent breaches, and if they happen, how they react and handle the situation. A major company once shared with me how many times cyber-criminals try to hack into their system. It wasn't every once in a while. It was hundreds of times each day, and that's a conservative number. Every company, not just Macy's, needs to help their customers understand the lengths they go to to protect their customers' data.
  • Posted on: 11/19/2019

    Are Americans ready for a DTC shopping holiday?

    Any brand can have their own holiday. They just have to announce and promote it. As for DTC being another mega trend, consider that the retail world is changing and anyone that wants to succeed will have to change, too.

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