Shep Hyken

Speaker

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Bio

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 that 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, Be Amazing or Go Home, The Convenience Revolution, and I’ll Be Back. He is also the creator of The Customer FocusTM, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available live or as an online/on-demand/web-based training program!)

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 Amazon, 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 speaking programs focus on customer service, customer loyalty, internal service, customer-focused culture 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.

Speaking Topics

How to Create an Amazing Customer Experience

Our customers are smarter than ever before. They no longer compare us to a direct competitor, but instead to the best customer experience they have ever had from anyone in any company.

The customer service and CX bar have been raised. Now, more than ever, we must deliver an amazing customer experience that sets us apart from our competitors.

In this fast-paced and informative presentation, Shep shares strategies and tactics that the best organizations use to differentiate themselves from their competitors and create fierce customer loyalty.

He will pull the best content from his books and articles most appropriate for your audience. This could include simple, common-sense strategies to create a customer-focused culture and more!

The audience will walk away with ideas they can put to use almost immediately.

The Convenience Revolution

How easy are you to do business with?

Whether you know it or not, your customers compare you to the easiest companies to do business with, such as Amazon, Apple, and others. They set the benchmark when it comes to an easy and friction-free experience.

A convenient customer experience could be what differentiates you from your competition. When all else is equal (your products and service), the company that offers an easier—as in more convenient—experience will win.

Shep reveals the six Convenience Principles that will give you a competitive edge. It’s time to join the revolution—the Convenience Revolution!

Creating An Amazing Customer Experience in Scary Times

We’ve experienced (or are currently experiencing) scary times, such as a rocky economy, employment issues, supply chain issues, and even a worldwide pandemic.

Amid tough times and/or a crisis, we must stay focused on taking care of our customers and employees.

Shep shares ideas and tactics to help maintain and improve customer service and CX during tough times and beyond.

Be Amazing or Go Home

Business is about relationships… relationships with both customers and colleagues.

People want to do business and work with companies and people who are amazing… people who consistently meet and even exceed expectations.

It’s not as hard as you might think. Many people see the word amazement as a WOW experience that goes over the top.

On the contrary, being amazing is within everyone’s grasp.

In this fast-paced, entertaining and informative presentation, Shep shares specific tactics and tools to help the audience, as individuals, build stronger relationships that create confidence and deliver an amazing experience to their customers and colleagues.

Being amazing is about being consistent and predictable. It’s a mindset and a choice. And the choice is simple… Be Amazing or Go Home!