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: 06/01/2020

    Is it safe to bring back food sampling?

    Finding a safe way to bring back food sampling in stores is key. Costco and others are going to figure out the best way to do so. This is just another step to get us back to "normal."
  • Posted on: 05/29/2020

    Is purposeful giving an answer to retail’s inventory glut?

    There's a line in this article that sums it up for me: "The resulting goodwill created with the public can help increase a brand’s equity in both the short- and long-term." There is a group of customers that want to do business with companies that give back. Beyond that, it's simply a business decision to discount today, hold and hope they buy "tomorrow" (as in maybe next season), etc. Some questions: Does holding the inventory versus cash flow, even at a discount, make sense? Or does the cash and a low margin - or no margin, even a loss - make better sense? Or does the charitable deduction and tax benefit make sense? All questions to consider.
  • Posted on: 05/28/2020

    Will Facebook Shops launch social commerce into the mainstream?

    This is another channel for retailers to sell to customers. While this looks to be a good option, there are many out there. The business will have to find which channels are best. The key is it needs to be easy for both the retailer and the customer.
  • Posted on: 05/27/2020

    Is Walmart about to become the king of online resale retailing?

    I see this as a play for allowing other retailers to use the Walmart platform. The difference here is that there is a partnership with both companies working together versus one just licensing the use of the platform. With the emphasis they are making on fashion, this seems like a good partnership for both sides.
  • Posted on: 05/26/2020

    Should Apple and other stores require shopper temperature checks?

    This is a precaution to keep customers and employees safe. It sends a positive message. It builds trust. For those that feel inconvenienced, too bad. Retailers must do what is necessary to keep everyone safe, create consumer confidence and not be bullied by the small percentage of people who claim their rights are being violated. There are plenty of other retailers (unfortunately) who have less stringent guidelines for safety and health for these outliers who are bucking the safety and health guidelines that retailers are adopting.
  • Posted on: 05/26/2020

    Lowe’s and Home Depot get a boost as customers stay-at-home

    Home improvement retailers saw an opportunity to build better relationships with existing customers and forge new ones with new customers. The opportunity moving forward can be described with one word: momentum. The retailers must capitalize on the data they have on the increase in business to keep it going. What are customers buying? Personalize the promotional experience and see how long these numbers can be sustained.
  • Posted on: 05/22/2020

    Can influencers connect during a pandemic?

    Anytime you can connect on a human level is good. That's what influencers do. They connect on a human and emotional level. That is why they are influencers.
  • Posted on: 05/21/2020

    Is Kohl’s a stronger retailer as it reopens stores?

    The retail industry suffered. For the larger retailers to come out of this, they need some savvy management that has managed and controlled inventory, distribution, accounting, HR issues (employees) and more. It appears Kohl's leadership "took the bull by the horns" and practiced some strong retailing techniques in times of crisis. We don't have final numbers and probably won't know for a year or so before we can determine just how well they have done. If the results are as expected, this will be a great case study for all to learn from.
  • Posted on: 05/19/2020

    Wegmans breaks price increase news to its customers

    I like price transparency. In some instances, such as during a crisis, it's good to let customers know the "why" behind certain decisions. When there was a tariff imposed on imported materials a company explained to the customers why the price was increased and what they were doing to minimize the impact. The price increase could have been a PR problem, but the company's reaction saw it as a PR opportunity. A great case study in how to manage bad news for the customer.
  • Posted on: 05/18/2020

    The new normal will look a lot like the old normal

    The "new normal" should be labeled the "new short-term normal." It is just a matter of time before we get back to a sense of normality. There will be just as many shoppers buying as they have always been. In the short-term there will be social distancing, limited number of people in stores and more to keep everyone safe (customers and employees). Once a vaccine is found to be effective, we'll go back to our old ways with some slight behavioral modifications. That said, it would look more like pre-COVID-19 than what it looks like today.
  • Posted on: 05/15/2020

    Are Amazon’s at-cost face shields an act of goodwill or predatory behavior?

    The old saying "no good deed goes unpunished" comes to mind. Amazon offers something to the community for free or at cost and gets accused of having ulterior motives. Maybe that's the case, but I don't see any of the other manufacturers providing free or at-cost protective equipment. Customers like doing business with the brands that "give back." While brands are charitable and community-minded, they know there is a "law of reciprocity" and customers will positively respond. Good for Amazon for adding to some of the positivity of community-minded brands.
  • Posted on: 05/14/2020

    Pandemic stresses retail HR departments

    We went from one of the lowest unemployment rates in years to the highest - and it happened in a matter of days. The challenge was to find good people. Now there are so many. As my friend Eric Chester - author of the newly released book "Fully Staffed - says, "The hunters are now the hunted." The biggest problem isn't proper training. It's proper hiring. Getting good people who will stay, even when their former jobs at their former companies become available again.
  • Posted on: 05/13/2020

    Where can robots assist in retail’s COVID-19 efforts?

    In addition to the ways robots have already been used, adding the ability to have a robot keep stores clean and sanitized on a frequent and regular basis is a good use for robots. This will help create consumer trust and confidence. Robots have more capabilities than are being used. This is the perfect time to introduce these capabilities to the public. Existing - yet underused - technology is getting a boost. We would eventually get there, but the coronavirus pandemic is pushing the use of these technologies to be used sooner (as in now) than later.
  • Posted on: 05/12/2020

    How should retailers manage touch-but-not-buy?

    The strategies listed in this article are in line with what needs to be done. There isn't a "standard" set yet, but there should be. Letting customers know what the safety/health policy is for shopping, returns, etc. is important to building trust with the customer.
  • Posted on: 05/11/2020

    What should retailers do about social distancing renegades?

    For customers to feel safe and secure, there must be clearly stated rules to enter the store. All employees must be trained on how to respond to and deal with offenders. Bringing in the authorities or mall security is always an option and can take a confrontation away from the store and put it in the hands of an authority figure that is willing to reinforce the rules. For malls, it is important for the retailer and mall management to be in sync with how to handle problems.

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