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Shep Hyken
Chief Amazement Officer at Shepard Presentations
St. Louis, MO, United States
Customer Service Speaker | Customer Experience Speaker | Keynote Speaker | Best-selling Business Author
• SHEP HYKEN, CSP, CPAE, is a customer service and experience speaker and is an international leading authority on customer service, customer experience and loyalty in business.
• NEW YORK TIMES & WALL STREET JOURNAL BSET_SELLING AUTHOR Author of seven best-selling books that have made the New York Times, Wall Street Journal, USA Today and more. Shep has worked with thousands of companies and organizations who want to build loyal relationships with their customers and employees. These include First Abu Dhabi Bank, Agricultural Retailers Association, Sub-Zero Group, The Federal Savings Bank, Anheuser-Busch InBev, Clayton Homes, Self Storage Association, Benihana, NAMM, C.R. England, Comcast, UniGroup, Whataburger, FedEx.
• HALL OF FAME SPEAKER Shep has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
• HIRE SHEP TO SPEAK To book Shep for your next meeting contact us at 314-692-2200, email cindy@hyken.com or visit hyken.com. Visit Shep.TV for hundreds of business videos and samples of Shep speaking.
Shep works with companies and organizations that want to create amazing customer service experiences for 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, Be Amazing or Go Home, The Convenience Revolution and I'll Be Back. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)
Shep Hyken
Points
Academic
0
Author
799
Influencer
1223
Speaker
414
Entrepreneur
20
Total
2456
Points based upon Thinkers360 patent-pending algorithm.
CX Leadership Insights From Disney, The Ritz-Carlton, And MasterCard
Forbes
November 02, 2025
Great customer experience starts with leadership. Walk the property, empower your people, and focus on the little things that turn customers into fans.
Investments That Companies Make To Be More Productive, Efficient, And Customer-Friendly
Forbes
October 05, 2025
What company doesn’t want to be more productive, efficient, and customer-friendly? (That’s a rhetorical question.) Isn’t this what every leader wants? Yet recent survey findings from Call Centre Helper an inconsistency in how organizations pursue these goals. This inconsistency can make or break their customer experience strategy. And if they fail their customers, their company may fail, as well.
AI Won’t Replace Humans. It Will Give Them Superpowers
Forbes
September 30, 2025
AI can transform customer experience when used the right way. Discover 5 lessons on trust, personalization, frictionless service, and why AI enhances, not replaces, human connection.
The Top 10 Customer Service Brands, According To You
Forbes
September 28, 2025
You may or may not agree with the brands on this list. I was even surprised that a couple of them ended up in the top 10, but this wasn’t my list. It’s a people’s choice list.
The Community Experience: Brands That Give Back Connect On A Deeper Level
Linkedin
August 23, 2025
More than ever, local disasters such as floods, fire, tornadoes and more are making headlines. Last year, Climate.gov reported 27 weather disasters with losses exceeding $1 billion each. This year, the Los Angeles area experienced wildfires causing billions of dollars in damage.
Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report
Forbes
April 30, 2023
Are you looking for a competitive advantage to keep your customers coming back? I have the answer. The 2023 Achieving Customer Amazement (ACA) study, sponsored by Five9, uncovers the current state of customer service and customer experience (CX). This customer service and CX research is vital to anyone in any industry (B2B or B2C) who has customers—and that’s everyone!
Radical Transparency: A Key To A Better Customer Experience
LinkedIn
February 04, 2023
Most customer-focused businesses work very hard to streamline their encounters and interactions with potential clients, curating the experience to the smallest detail so every step of the process can be managed and controlled. It all starts with a customer journey map that optimizes the process. When the process is consistent and predictable, you start to build trust with your customers. And, there’s a way to take that trust to another level, and that’s with transparency.
Why Amazon Wants To Sell Vacuum Cleaners
LinkedIn
August 21, 2022
It was recently announced that Amazon.com would be acquiring iRobot, the maker of the Roomba vacuum cleaner. There are still some “hoops” to jump through, such as shareholder and regulatory approval, but the deal looks promising. So, why does Amazon want to get into the vacuum cleaner business?
Creating An Amazing Customer Experience On A Budget
LinkedIn
August 13, 2022
With the current recession, employment issues and supply chain problems, companies and brands are struggling to provide the same experience they have in the past. Regardless of the cause, companies don’t have the budgets they once had to devote to CX.
How To Get, Grow And Keep Your Best Employees
LinkedIn
August 06, 2022
In a recent article, Why Employees Stay, I shared seven reasons why employees would want to continue working for a company. No. 5 on the list was that the company offers career growth and promotes from within. Let’s unpack that one, as it seems to be a top reason some companies are able to attract and keep good employees.
7 Ways To Create A Content Experience
LinkedIn
July 30, 2022
Content marketing is a sound strategy. Using email, texting, and social media, companies, and brands are taking advantage of an effective way to connect with customers. Most companies use content to deliver value-added information that gets customers excited about what they sell. That makes sense, but it’s limiting. Think beyond marketing and sales. You don’t just want people to buy your products and services. You want them to experience your company. Beyond what you sell, you want customers to know who you are, what you stand for, and more. A good content strategy helps make that happen.
Customer Service The Marriott Way
LinkedIn
July 23, 2022
It was 1927, not quite a century ago, when J. Willard Marriott and his wife, Alice, opened an A&W root beer stand in Washington, D.C. Later that year, the Marriotts added some hot food items to their menu under the name Hot Shoppes. Over the next 30 years, the Marriotts honed their hospitality skills and expanded their restaurant business into food service for airlines. In 1957, they opened their first hotel in Arlington, Virginia. It was run by their son, Bill.
Three Lessons To Create A Better Customer Experience
LinkedIn
July 16, 2022
Customer behavior is changing. Expectations are higher. There’s tension between customers and the brands they do business with. The willingness to leave one brand to do business with another has never been higher.
The Top Five Reasons Customers Don’t Come Back
LinkedIn
July 02, 2022
Whatever you sell, be it a product or service, your customers expect that it will do what it’s supposed to do. If you sell a car, the car should work. If you sell a service, the outcome should meet expectations. That’s table stakes.
Selling To Gen-Z: This Is What They Want
LinkedIn
June 18, 2022
Gen-Z is not your typical generation. By the way, neither was the Millennial generation … or Gen-X, etc. Each new generation has interesting differences, desires, likes and dislikes. Each generation poses its own problems and opportunities, depending on how you view the challenge. A recent report created by Gongos (part of InSites Consulting) shared some interesting information relevant to companies that do business with Gen-Z.
How To Be A Customer-Obsessed Company
LinkedIn
June 11, 2022
“A customer-obsessed organization starts with knowing what the customer wants.” That’s the message from Jeffrey Mezger, chairman, CEO and president of KB Home, a homebuilding company founded in 1957. Mezger joined the company in 1993 and has the lofty goal of being the most customer-obsessed homebuilder on the planet. I had the opportunity to interview him for Amazing Business Radio, and he shared some of his business philosophy—and his obsession—about customer service and experience. While Mezger is in the home-building business, everything he shared in the interview applies to virtually every business. Here are a few of the highlights with some of my commentary:
Covid Policy Stats And Facts You (And Your Company) Need To Know
LinkedIn
June 04, 2022
The controversy over vaccinations continues. We are now into the third year of the Covid-19 pandemic, and while we are heading away from our darkest days, people are still getting sick. Hospitalizations and death, while at much lower rates, are still a big concern. That said, we are now dealing with the pandemic as a way of life, versus the crisis we experienced during the past two years. And a big question that continues to be an issue for companies involves vaccinated and unvaccinated employees.
For decades I’ve preached the importance of customer service and CX, with a goal of getting the customer to say, “I’ll be back.” And for years, top research firms such as Forrester and Gartner have confirmed that customer experience is one of the most important investments a company can make.
The Choreography Of Customer Service
LinkedIn
May 21, 2022
In 1999 Chris Lynam was obsessed with ballroom dancing. He was looking for a summer job and responded to an ad in a newspaper to be a dance instructor for Arthur Murray Dance Studios. That was more than 20 years ago, and that summer job led Lynam to become a successful franchise owner of seven Arthur Murray Dance Studios.
58% Of Customers Will Pay More For Better Customer Service
LinkedIn
April 30, 2022
The study found that 58% said, “Yes.” And just to confirm, later in the survey, we asked a similar question, “Would you pay more if you knew you would receive great customer service?” The answer wasn’t just close. It was exactly the same. Again, 58% said, “Yes.”
Is There Such A Thing As The Perfect Job?
LinkedIn
April 23, 2022
This is a famous line that has been credited to Mark Anthony and numerous others. Regardless of who said it, I believe in it. I’ve been a customer service expert since I started my career just out of college, and I love what I do. As I look back, I can pinpoint exactly when I knew that customer service was important to me. More on that in a moment.
12 Quotes About AI—And How It Makes Us Better
Linkedin
March 07, 2026
Then along came OpenAI and ChatGPT. While companies had been integrating AI into their software solutions for years, ChatGPT made AI go mainstream. It’s almost impossible to go a day without hearing those initials, AI, or being exposed to something that was created or supported by AI. It really is life-changing, right up there with the wheel, the printing press, electricity, the phone, the internet and the microchip.
Eighty-Three Percent Of Customers Say They’re Happy—And Here’s Why That Should Worry You
Linkedin
February 28, 2026
The first part of the headline above sounds great: 83% of customers say they are happy. That might lead you to believe that customers are happy, and that overall, customer service and CX are getting better, but if you dig deeper, the story changes.
The Transformation Economy: Are You Ready For The Next Big Shift In Business?
Linkedin
February 14, 2026
Recently, Pine wrote another book, The Transformation Economy, which recognizes that a great experience may not be enough for today’s customers. Even the last two chapters of The Experience Economy mentioned transformation.
Most CX Strategies Fail Because They’re Written For Customers, Not Employees
Linkedin
January 24, 2026
I was recently asked by an executive, what’s the biggest mistake leaders make when rolling out a customer experience (CX) strategy? My answer was simple. Most leaders think about the customer first.
The Secret Behind Sweetwater’s Billion-Dollar Online Business
Linkedin
January 17, 2026
Sweetwater is an online retailer specializing in selling whatever musicians need, from instruments to audio equipment and lighting. In 1979, Chuck Surack founded the company in Fort Wayne, Indiana
5 Customer Service And CX Trend Predictions For 2026
Linkedin
December 13, 2025
Welcome to my annual article featuring customer service and customer experience (CX) trends and predictions. This year is another two-part article divided into two specific categories. Part One features trends and predictions that have little or nothing to do with AI. It may be that technology, including AI, helps drive the trend, but the overarching concept is not specific to AI
Better Together: Amazon Connect Combines AI And Human Empathy To Redefine Service
Linkedin
December 06, 2025
This is a question I’m often asked. In the customer service world, there are many who say AI will replace human-to-human support. It’s been predicted by the world’s most reputable consulting firms. However, executives from some of the largest and most recognizable brands on the planet have said that while AI is making for a better customer experience, people are still needed and their companies are continuing to hire.
CX Expert’s Top Ten Business Books For 2025
Linkedin
November 29, 2025
Just in time for Black Friday and Cyber Monday, here is a list of my favorite business books I’ve read this year. A special book makes the perfect gift for the boss or a colleague.
One-Third Of Your Customers Will Stop Doing Business With You Because Of This
Linkedin
October 27, 2025
Age makes a difference. When you break it down by generations, more than twice as many Gen-Z customers (43%) than Baby Boomers (20%) have stopped doing business with a company because it didn’t offer self-service options for customer support.
The One Thing Netflix, Zappos And Salesforce Do To Get Customers To Love Them
Linkedin
September 20, 2025
Personalization used to be about recognizing a customer who’s done business with you before. Just recognizing them and using their name created the feeling of a personalized experience. Earlier this year, I wrote Personalization Is More Than Using A Customer’s Name. While using the customer’s name is still important, over time, that experience morphed into much more.
Mission Impossible: Trying To Reach Live Customer Support
Linkedin
September 13, 2025
Have you ever called a customer support number and got “caught” in their automated menu system, so you repeatedly screamed “Agent” or “Representative” into the phone before eventually, out of frustration, you simply hung up?
CX Is Changing—And If You Don’t Like Change, You’re Going To Hate Extinction
Linkedin
September 09, 2025
Depending on which studies and articles you read, customer service and customer experience (CX) are getting better … or they’re getting worse. Our customer service and CX research found that 60% of consumers had better customer service experiences than last year, and in general, 82% are happy with the customer service they receive from the companies and brands with which they do business.
The Great Customer Patience Crisis: Why ‘Satisfactory’ Service Is No Longer Enough
Linkedin
September 06, 2025
Customers are losing patience. Many will no longer accept mediocre or sub-par service. They expect more for the money they spend. My annual customer experience research finds that customers are giving companies and brands fewer chances when they fail to deliver the experience customers expect
A New Rule In Business: The Reality Rule
Linkedin
August 30, 2025
Most of us learned the Golden Rule at a young age: “Do unto others as you would have them do unto you.” This is a perfect rule for business, and specifically customer service and customer experience (CX). It translates into treating customers the way you want to be treated. It makes sense … or does it?
The AI Revolution: What It Means For The Future Of Work
Linkedin
August 16, 2025
This article can actually be considered a “Part Two” or follow-up to my recent article sharing some favorite takeaways from the Customer Contact Week (CCW) conference in Las Vegas. One of the keynote speakers was AI futurist Zack Kass (formerly with OpenAI), who delivered a presentation that should make every business leader pause and think more about where we’re headed. At the end of the presentation, I looked at my colleague sitting next to me and said, “Mic drop! That may be the most compelling, scary, yet still optimistic presentation on AI I’ve ever heard.”
How Samsung Turns Customer Service Into A Competitive Advantage
Linkedin
August 02, 2025
In the 1980s, Jan Carlzon was tasked with turning around Scandinavian Airlines, which had been losing money, and making it profitable. He achieved this by getting everyone to buy into a concept he called “The Moment of Truth.” The definition of this phrase was so straightforward that all Scandinavian Airlines employees could understand it and act accordingly.
Leaders: AI Will Make You (And Your Company) More Of Who You Already Are
Linkedin
December 31, 1969
We’re living in a very different world from just a few years ago. Business is rapidly reinventing how to attract and keep customers. AI is fueling this transformation, but beyond the faster pace, it’s still the same. We’ve always had to change to keep up with our customers’ latest expectations and demands.
The 2021 Achieveing Customer Amazement Study: The State of Customer Service and Customer Experience
Amazon
November 02, 2021
Your customers are smarter than ever. They know what a great customer experience is. They expect a higher level of customer service than ever. They no longer compare you to your competitors, but instead to the best experience they have received from anyone. It doesn't matter if you sell B2B or B2C, the experiences your customers have with iconic brands such as Amazon, Ritz-Carlton, Apple, etc. set the benchmark for which you are judged.
Shep Hyken, a leading expert in customer service and CX, has created the Achieving Customer Amazement (ACA) report to help you understand the importance and the power of delivering an amazing experience. The ACA is report on customer preferences, habits, and wants to help you create an amazing customer experience.
The stats and facts make the case for the importance of delivering an experience that gets customers to want to come back. It takes more than a great product. Unless you have something that is unique and can't be replicated, you have competition. The customer can choose to buy from you or your competitors. What differentiates you is the experience you provide.
So, dive into the report. You will find information and commentary that will confirm you're already delivering an amazing experience - or will motivate you to do so.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition.
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
Amazon
March 17, 2020
In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create.
The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
Amazon
October 02, 2018
When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.
Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone
Alan Press
September 22, 2017
Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master--and Shep Hyken knows the tricks to making it your own.
In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including:
Showing up ready to amazing
Being proactive
Craving feedback
Taking responsibility
Embracing authenticity
Focusing on excellence
Turning misery into magic
Once you master these habits, you'll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing.
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
Greenleaf Book Group Press
September 03, 2013
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business--in any market and any economy.
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools--like ''Ask the extra question'' and ''Focus on the customer, not the money''--are simple, clear, useful for almost anybody, and supported with compelling research and stories.
Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Greenleaf Book Group; First Edition
April 05, 2011
Customer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
Membership: What if you treated the people you serve like members instead of customers?
Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
Partnership: What if your customers thought of you as a partner rather than just another vendor?
Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
Community: What if you could create a community of evangelists--loyal customers who brag about you to their friends and associates?
Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service?
Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately--by any organization, large or small.
Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!
The Loyal Customer: A Lesson From a Cab Driver
Alan Press
May 10, 1999
In this short book/lesson you will learn the difference between a satisfied customer and a loyal customer. Frank is a cab driver who knew that satisfied customers might give him a nice tip, but loyal customers would call him every time they needed a cab. Read this book and learn the secrets to creating customer loyalty!
Shep Hyken's #1 seller! This is a clearly written, easy-to-read, easy to understand guide to customer service, and is for anyone in any job. Filled with information, techniques, and stories, it will teach you and everyone in your organization to deliver excellent service to your internal and outside customers.
CAO (Chief Amazement Officer), Customer Service Speaker, Customer Serv. & Customer Experience Expert
Shephard Presentations, LLC
August 01, 1983
Shepard Presentations, LLC was started in August 1983. As a customer service speaker and author, Shep Hyken helps companies build loyal relationships with their customers and employees.
Shep's presentations focus on:
Customer Service
Customer Loyalty
Internal Customer Service
The Customer Experience
He has written written five books, "Moments of Magic," "The Loyal Customer," "The Cult of the Customer," "The Amazement Revolution" and, most recently, "Amaze Every Customer Every Time."
In 2003 The Customer Focus training program was created to help companies create a customer service culture and a customer loyalty mindset. The workshops and seminars focus on customer service training, and were created to help develop a mindset dedicated to delivering outstanding customer service to both external and internal customers. A by-product of this customer service training program is that it helps build employee loyalty and a better working environment.
AI’s Role in Customer Service Transformation with Megan Glasow
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March 03, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role does AI play in transforming modern customer service processes? How can companies effectively balance automation and human interaction? What are the risks of automating outdated or
Making Great Customer and Employee Relationships Stick with Stephen Baer
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February 24, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does internal employee engagement influence external customer experience? Why is it important for organizations to go beyond surface-level personalization in delivering customer experiences
How AI Can Make Customer Experience More Human with Vinod Muthukrishnan
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February 17, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI create a human-centered customer experience? How is artificial intelligence transforming customer service interactions? What are the most effective ways to use analytics to improv
Customer Experience Beyond Distinction with Scott McKain
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February 10, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is consistency important in providing an excellent customer experience? What role does emotional connection play in building customer loyalty? How should companies leverage technology
Thriving in the Transformation Economy with Joseph Pine
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February 03, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the transformation economy? What is the difference between selling a product and creating a transformative customer experience? How can businesses guide customers to achieve their per
Five Must-Know AI Trends Shaping Customer Experience with Michele Carlson
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January 27, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What does “AI first” mean in customer experience? How can businesses maintain a human-centric approach while integrating artificial intelligence in customer service? How does AI
Customer Service Trends to Follow and Mistakes to Avoid in 2026
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January 20, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top customer service trends that leaders can expect to see in 2026? Why is it important for businesses to provide both AI-powered self-service options and live customer support?
Transforming Customer Service into a Growth Engine with Ty Givens
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January 13, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can frontline customer service representatives be empowered to act as the face of a brand? How does training impact the effectiveness and efficiency of customer support teams? What are th
How Sweetwater Creates Loyal and Enthusiastic Fans with David Fuhr
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January 06, 2026
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does additional generosity impact customer loyalty? Why is personalizing customer interactions important in today’s business environment? How does a company’s culture infl
CX Strategy: Embracing Humanity at Scale with Bruce Temkin
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December 30, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the difference between customer experience and customer service? Why is the concept “the customer is always right” often considered misguided? How can companies benefit
Delivering the Wow in Customer Experience with Richard Fain
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December 23, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a hospitality mindset impact customer experience in the service industry? How can organizations create a culture that motivates employees to go above and beyond for customers? Why
How to Personalize a Customer Experience with Phyllis Fang
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December 16, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies ethically collect and use customer data without crossing privacy boundaries? Why is transparency important when asking customers for permission to use their data? How can
What Makes Customers Trust a Brand with Allyse Slocum
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December 02, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why are online reviews crucial for building trust between companies and customers? How can businesses ensure the authenticity of customer reviews in the age of AI-generated content? What is c
How AI and Humans Can Be Better Together with Amazon’s Pasquale DeMaio
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November 25, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the “better together” approach in customer service technology and human interaction? How can automation and AI improve efficiency in handling repetitive customer service tas
Embracing AI in Marketing and Customer Experience with Tifenn Dano Kwan
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November 18, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What inflection points in technology have most impacted customer experience in the digital era? What is hyper-personalization? How has artificial intelligence transformed digital customer
AI-Powered Personalization with Rick Elmore
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November 11, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies send personalized handwritten notes to thousands of customers efficiently? How do handwritten notes compare to email and direct mail in terms of open rates? What is the impa
Scaling Customer Success with Melissa Puls
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November 03, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is customer success? What is the difference between customer success and customer support? Why is it important to start the customer success process as soon as a deal is signed? What impact
Happy Customers Create Happy Employees with Sean Crichton-Browne
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October 28, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What’s more important, happy customers or happy employees? How does starting with the end goal of happy customers encourage better customer service? What role does leadership play
Why Customers Hate You: Turning Pain Points Into Customer Loyalty with Lance Gruner
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October 21, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does artificial intelligence impact customer service interactions? Why is it important for business leaders to personally experience their own customer journey? Should companies be conc
Creating the Engagement Effect with Steve Spangler
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October 14, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can leaders create more engaging experiences for their customers and employees? How can emotional and intellectual connections drive stronger customer loyalty? Why is it important for bus
How Any Business Can Deliver a Luxurious Customer Experience with Neen James
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October 07, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the common misconceptions about delivering a luxury customer experience? How can businesses provide a luxury-level service even if they are not selling expensive products? How does h
What Good Leaders Can Learn from Bad Bosses with Mita Mallick
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September 30, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What impact does internal workplace culture have on the external customer experience? How can leaders set healthier communication boundaries with their employees? How can companies create an
Balancing AI, Personalization, and the Human Touch with Chris Koehler
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September 23, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What defines an amazing digital customer experience today? How can businesses personalize digital interactions? Why is trust crucial in building long-term customer relationships? Why is it
Closing the Customer Experience Gap with Jeff Rosenberg
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September 16, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes a successful customer experience strategy? What are the main reasons companies struggle to meet customer expectations in today’s marketplace? How can businesses identify and
Gen Z’s Influence on Customer Experience and Loyalty with Craig Crisler
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September 09, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes loyalty programs appealing to Gen Z customers? How does Gen Z’s approach to customer loyalty differ from previous generations? Why is it important for brands to focus on buil
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CX Leadership Insights From Disney, The Ritz-Carlton, And MasterCard
The Boss Who Emails At Midnight And Other Leadership Nightmares That Drive Employees Away
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AI Won’t Replace Humans. It Will Give Them Superpowers
The Top 10 Customer Service Brands, According To You
The Community Experience: Brands That Give Back Connect On A Deeper Level
Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report
Radical Transparency: A Key To A Better Customer Experience
Why Amazon Wants To Sell Vacuum Cleaners
Creating An Amazing Customer Experience On A Budget
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Customer Service The Marriott Way
Three Lessons To Create A Better Customer Experience
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Selling To Gen-Z: This Is What They Want
How To Be A Customer-Obsessed Company
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Is Customer Loyalty Dead?
The Choreography Of Customer Service
58% Of Customers Will Pay More For Better Customer Service
Is There Such A Thing As The Perfect Job?
12 Quotes About AI—And How It Makes Us Better
Eighty-Three Percent Of Customers Say They’re Happy—And Here’s Why That Should Worry You
The Transformation Economy: Are You Ready For The Next Big Shift In Business?
4 AI Trends All Leaders Must Act On
Most CX Strategies Fail Because They’re Written For Customers, Not Employees
The Secret Behind Sweetwater’s Billion-Dollar Online Business
5 Customer Service And CX Trend Predictions For 2026
Better Together: Amazon Connect Combines AI And Human Empathy To Redefine Service
CX Expert’s Top Ten Business Books For 2025
One-Third Of Your Customers Will Stop Doing Business With You Because Of This
The One Thing Netflix, Zappos And Salesforce Do To Get Customers To Love Them
Mission Impossible: Trying To Reach Live Customer Support
CX Is Changing—And If You Don’t Like Change, You’re Going To Hate Extinction
The Great Customer Patience Crisis: Why ‘Satisfactory’ Service Is No Longer Enough
A New Rule In Business: The Reality Rule
The AI Revolution: What It Means For The Future Of Work
How Samsung Turns Customer Service Into A Competitive Advantage
Leaders: AI Will Make You (And Your Company) More Of Who You Already Are
The 2021 Achieveing Customer Amazement Study: The State of Customer Service and Customer Experience
I'll Be Back
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
The Loyal Customer: A Lesson From a Cab Driver
Moments of Magic
CAO (Chief Amazement Officer), Customer Service Speaker, Customer Serv. & Customer Experience Expert
