Travels from: United States
Customer Service and Experience expert working to build relationships
Full Presenter Profile & Bio
Shep Hyken is a customer service and experience expert as well as 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', 'Amaze Every Customer Every Time' and 'Be Amazing or Go Home'. He is also the creator of 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 presentations hold a 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 to create exciting programs for his audiences.
Amaze Every Customer Every Time
To get and to keep your customers you must deliver an amazing experience. In this fast paced and content rich presentation, Shep will share some of the 52 Amazement Tools featured in the book of the same name. The audience will learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet. This is must have information that will help transform your organization into a seriously customer focused operation, with a serious competitive edge!
Creating an Amazing Customer Service Experience
Customer service and experience have become the focus of attention for most organizations around the world. Your customers no longer compare you to your direct competition. They compare you to the best service they have ever had. Topics in this presentation can include Moments of Magic, creating the customer focused culture, customer loyalty, internal customer service and more. Customer service is not a department. It is a philosophy to be embraced by everyone in an organization.
The Amazement Revolution
Sheps New York Times and Wall Street Journal bestselling book has turned into one of his most requested speeches. The Amazement Revolution is the culture that can drive any organization, from one employee to tens of thousands, to focus completely on delivering an amazing customer experience. Shep has a simplistic concept of Customer Amazement, which is about being better than average, all of the time. Topics include creating a Membership Experience, building a culture of F.U.N., managing the After Experience and more
The Convenience Revolution
Todays customers want a convenient and frictionless experience. Companies like Amazon and Uber disrupted their respective industries by being more convenient. But, you do not have to disrupt your entire industry. Just disrupt your competition. Learn how to leverage convenience as a powerful way to differentiate yourself from your competition. You will learn six compelling strategies to fuel your plan to create convenience for your customers. This may be one of your most important and powerful customer experience strategies.
The Cult of the Customer
This speech will take your audience through the five cults, or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists. The audience will be introduced to a concept that leads both customers and employees through five distinct cultural phases, from uncertainty to amazement. Beyond the concept, Shep shares specific strategies that the audience will be able to implement immediately.
You Are the Magic!
This motivational speech combines humor, magic, information and motivation to create an exciting and enlightening presentation for all types of audiences. It is a fun program that can incorporate parts of Sheps service programs or can include topics such as personal excellence, goal setting, turning negatives into positives, teamwork and more. This is an outstanding program for banquets and special events.
Employees were looking for a reason to laugh. You provided that opportunity. And, just as importantly, you delivered a strong message about the importance of customer service and the impact we can have on our business if we show our customers that they are important to us.
Some who have attended a number of conferences over the years told us this was the best they had ever seen. Shep, your participation helped make the conference what it was.
Your ‘Moments of Magic’ helped make this year’s meeting a great success. We needed a true professional to bring things ‘up’ on the last day, and we certainly made the right decision in giving that assignment to you.
Million Dollar Round Table
Your presentation, ‘The Magic of Customer Service,’ was perfect for our audience. Your powerful yet simple message dovetailed so well with your outstanding skill in the use of magic. We couldn’t have started our day any better.
Ohio Grocer's Association