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Shep Hyken
Works at Shepard Presentations
Lives in St. Louis, Missouri
17,600 followers|504,174 views
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Ask yourself the customer loyalty question: As the customer is working with you, ask yourself, “Is what I’m doing right now with this customer going to get the customer to come back the next time he or she needs what I sell?
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Sometimes customers will be upset to the point that you feel there is nothing you can do to make them happy. From experience, there is always something you can do. The key is to start with something small. 
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New blog post with articles and comments about  how to create a winning customer experience, self-service customer service, getting more customers and increasing loyalty, building internal customer service, what you can learn from the customer service department and more.
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True effortless customer service is like perfection. It’s not reality. Once in a while you’ll achieve it, but consistently it’s impossible.
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No matter my level of expertise in customer service, I’m amazed that there’s always something new to learn and to try. Companies are always finding new ways and coming up with new ideas to amaze their customers — even turning complainers into evangelists
Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the company but also makes the customer feel like part of the team.
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When it comes to customer service, I say we should throw out the word “rules.” And while we’re at it, toss “policy” in there too. I’m OK with guidelines. But the important part, no matter what you call it, is that they are designed to serve the customer.
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Shep Hyken

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Sometimes customers will be upset to the point that you feel there is nothing you can do to make them happy. From experience, there is always something you can do. The key is to start with something small.
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Podcast I did with +David Shriner-Cahn about about how crucial a healthy customer service culture is to any company, and how companies of any size can help foster a culture of positive feedback—not only through treating customers well, but by treating their own employees well.
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Check out this free eBook about customer service by Martin R. Baird.
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If you try to create effortless simplicity, there needs to be some balance that includes some touch-points with the retailer that helps turn an easy transaction into a relationship building interaction.
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The new Ace Center was inspired by my book "Amaze Every Customer Every Time," which delves into the Ace template for customer service.
The global hardware cooperative hopes to interest other companies in learning how it has established a stellar reputation for customer service.
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Listen in to my interview with Lisa Greene-Lewis on tax tips that will save you money.
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People
In his circles
2,099 people
Have him in circles
17,600 people
Jamaica Coney's profile photo
Sylva Brooks's profile photo
Levi Whennen's profile photo
Scott 'Q' Marcus's profile photo
Gary Hosea's profile photo
Chuck Gallagher's profile photo
Michael Brown's profile photo
jordyn0503's profile photo
Serenity Crave's profile photo
Work
Occupation
Customer Service Expert, Business Author & Speaker
Employment
  • Shepard Presentations
    Professional Speaker and Author, present
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Gender
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