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Shep Hyken

Chief Amazement Officer at Shepard Presentations

St. Louis, MO, United States

111487 Followers

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 570
Influencer 1414
Speaker 45
Entrepreneur 20
Total 2049

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Service Provider

Areas of Expertise

Business Strategy
Customer Experience 67.64
Customer Loyalty 75.99
Retail
Culture 65.24

Industry Experience

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Publications

9 Books
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.

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Tags: Customer Experience, Culture, Customer Loyalty

I'll Be Back
Sound Wisdom
September 20, 2021
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.

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Tags: Customer Experience, Culture, Customer Loyalty

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.

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Tags: Customer Experience, Culture, Customer Loyalty

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.

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Tags: Customer Experience, Culture, Customer Loyalty

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.

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Tags: Customer Experience, Culture, Customer Loyalty

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.

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Tags: Customer Experience, Culture, Customer Loyalty

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!

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Tags: Customer Experience, Culture, Customer Loyalty

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!

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Tags: Customer Experience, Culture, Customer Loyalty

Moments of Magic
Alan Press
January 01, 1993
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.

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Tags: Customer Experience, Culture, Customer Loyalty

1 Founder
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.

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Tags: Customer Experience, Culture, Customer Loyalty

10 Podcasts
Amazing Business Radio: Eng Tan
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January 11, 2022
The “Now” CX Movement Changes Customer Experience  Teams Need to Make to Meet the Demands of the “Now” Customer Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr, a company that is redefining the way brands deliver CX. They discuss what CX t

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Genefa Murphy
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January 04, 2022
Intelligent Virtual Assistant  The Opportunities and Fears Surrounding Intelligent Virtual Assistant Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center a

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Rebecca Morgan
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December 28, 2021
Calming Upset Customers How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 cop

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Dan Hill
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December 21, 2021
Customer Service Avoidance How CX Avoidance Impacts Customers, Employees, and Brands Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah,

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Baker Johnson
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December 14, 2021
We Are All Customers What Customers Expect from CX Practitioners Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships.   Top Takeaway

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Len Herstein
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December 07, 2021
Vigilant Customer Service  How to Avoid Complacency in Customer Interactions Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by s

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Fred Reichheld
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November 30, 2021
Net Lives Enriched How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company‘s Loyalty practice, and the author of five books including his latest, Winning

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Kiel Harkness
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November 23, 2021
What the Holidays Mean for SMB’s The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant b

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Karin Hurt and David Dye
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November 16, 2021
Courageous Culture  Bringing Great Customer Experience Ideas Forward Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow Leaders. They are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of f

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Tags: Customer Experience, Culture, Customer Loyalty

Amazing Business Radio: Simon Mainwaring
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November 09, 2021
Leading With We  How Businesses Can Lean into Their Purpose Shep Hyken interviews Simon Mainwaring, Founder & CEO of We First, a strategic consultancy accelerating growth and impact for purpose-driven brands. He is the author of Lead with We: The Business Revolution That Will Save Our Future.

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Tags: Customer Experience, Culture, Customer Loyalty

15 Speaking Engagements
Is Mediocrity the New Customer Service?
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January 13, 2022

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Tags: Customer Experience

Meeting the Demands of the “Now” Customer | Amazing Business Radio Podcast
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January 11, 2022

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Tags: Customer Experience

How Do You Provide a Good Customer Service Experience During Challenging Times
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January 06, 2022

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Tags: Customer Experience

How to Keep Good Employees
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January 06, 2022

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Tags: Customer Experience

How to Use AI and Automation for Better Customer Experience | Amazing Business Radio Podcast
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January 05, 2022

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Tags: Customer Experience

Why You Need Self Service Digital Options
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December 30, 2021

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Tags: Customer Experience

Best Way to Ask for Customer Feedback
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December 23, 2021

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Tags: Customer Experience

How to Handle Customer Service Calls
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December 16, 2021

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Tags: Customer Experience

Breaking News: President Biden Signs Executive Order on Customer Experience
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December 13, 2021

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Tags: Customer Experience

How to Take Care of Your Customers
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December 09, 2021

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Tags: Customer Experience

How to Deal with Angry Customers
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December 02, 2021

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Tags: Customer Experience

How to Thank Your Customers
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November 25, 2021

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Tags: Customer Experience

The Secret To Customer Loyalty
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November 18, 2021

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Tags: Customer Experience

Five BEST Things to Say to an Angry or Upset Customer
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November 11, 2021

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Tags: Customer Experience

Be Amazing or Go Home - Season 2 Episode 10 - Asking the Right Questions In Tough Times
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November 04, 2021

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Tags: Customer Experience

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