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Shep Hyken
Works at Shepard Presentations
Lives in St. Louis, Missouri
17,620 followers|543,601 views
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Shep Hyken

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To be effective, customer service must go all the way to the top.
To be effective, customer service must go all the way to the top. It’s something I’ve been saying for a long time, and it’s catching on. In many companies, there is now a seat at the boardroom table for the Chief Customer Off
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If you listed everything that makes your company tick and gave each of those elements a letter grade, you would want the highest grade to be an “A” for “Always excellent.”
See if this sounds like you: You have your favorite foods, your favorite chair, your favorite vacation spot and probably many other favorites. Right? If we fully understand why they are your favorites, we can take that lesson and use it to make your business a favorite with your customers. You [...]
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First, congratulations to Tony Hsieh for pushing the envelope (again) on corporate culture. I don't know if Holacracy will work, but what a concept. The key is the right people. The ones that are already at Zappos, and the ones that will replace the people who left. Zappos hires to the culture and they know the type of person they need to hire. Looking forward to seeing how this plays out.
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The secret to good customer reaction time? Help them when they need it, now not later.
Whether your business is B2B, B2C or B2B2C, today, every business must be C2B—customer to business. The customers should guide your strategy for delivering valuable engagement. Here are 5 customer ...
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New Amazing Business Radio Interview with Steve Spangler. His story is filled with business lessons. He's appeared on TV over 1,000 times and will be back for his 17th episode on Ellen. Steve's business went "viral" when his YouTube videos started going "viral." He has over 850,000 YouTube subscribers with over 160 million views. He'll share how he did it and how you and your company can do this, too. http://www1.play.it/audio/amazing-business-radio-with-shep-hyken/
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Check out this list of great customer service articles from +Amy Clark  of  +WalkMe Inc.
If You're Searching for the Latest Trends in Customer Service, Click Here to Check Out my Favorite Articles from This Week
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New blog post with articles and comments about using technology to enhance customers’ experiences, CX trends, the cable TV industry, variation from one customer experience to the next, why customer-centric culture matters and more.
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.
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Shep Hyken

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This week on our Friends on Friday guest blog post, my colleague Danielle Storey shares an experience she had in Bali that helped her identify three tips to creating happy customers. I agree that delivering good customer service involves remembering to use the basics to take care of the customer.
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Van Halen's thinking was that if the brown M&M’s weren’t taken out, what other details were missed?
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Plan ahead for the worst. Learn from what you can’t predict. Consider what is in the best interest of the customer. And, when “life” happens, think about how you might turn the lemon into lemonade.
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Customer service is an area where trust is earned with consistency and, eventually, predictability. 
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What is your brand promise?
If you asked your customers that question, would they know the answer?  And if they do, would they also be able to say that you deliver on that brand promise?
What is your brand promise? If you asked your customers that question, would they know the answer?  And if they do, would they also be able to say that you ...
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Have him in circles
17,620 people
Daniielita Santana's profile photo
Ana Durr's profile photo
marisela lantigua's profile photo
Donna Fisher's profile photo
JJ Ahuna's profile photo
Natalya Illarionova's profile photo
Tyler Barker's profile photo
Itsmeseanaynay stranger's profile photo
Michael Brown's profile photo
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Occupation
Customer Service Expert, Business Author & Speaker
Employment
  • Shepard Presentations
    Professional Speaker and Author, present
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Male
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Customer Service Speaker & Expert, NY Times Bestselling Author
Introduction

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a speaker and author, 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 LoyalCustomer, Amaze Every Customer Ever Time and the Wall Street Journal and USA Today best seller The Cult of the Customer.  Shep's most recent book, The Amazement Revolution is a New York Times bestseller.  He is also the creator of The Customer Focus™ 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. 

 

(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association’s Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence.  CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)

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Currently
St. Louis, Missouri
Previously
St. Louis, Missouri