Profile

Cover photo
Shep Hyken
Works at Shepard Presentations
Lives in St. Louis, Missouri
17,795 followers|592,880 views
AboutPostsPhotosYouTube

Stream

Shep Hyken

Shared publicly  - 
 
The unintended consequence of not managing your customer’s experience can turn into much more than one or even a few lost customers. So, consider this a reminder or a wake-up call to manage each and every customer as if they will publically review you.
2
Add a comment...

Shep Hyken

Shared publicly  - 
 
It’s customary for the airlines to expect their customers, also known as their passengers, to be at the gate, ready to board on time. Some airlines even ask you to be on board ten minutes before departure time as they want to close their doors to ensure an on-time takeoff. So far, I’m totally cool with this request.
1
Add a comment...

Shep Hyken

Shared publicly  - 
 
Honored to be included in this set of tips along with Michael Lytle, Bill Quiseng and Roy Atkinson.
These customer service influencers share some of their best customer service tips in today's blog article.
1
Add a comment...

Shep Hyken

Shared publicly  - 
 
This week on our Friends on Friday guest blog post, my colleague Max Yoder writes about how important it is to ensure that the employee experience will reflect the customer experience. I believe that the concept of  internal customer service may be just as important, if not even more so, than general customer service.
2
Executive Speakers Bureau's profile photo
 
Such an important point to remember! Thanks for sharing!
Add a comment...

Shep Hyken

Shared publicly  - 
 
A long time ago I remember watching a sales presentation where the salesperson told the customer about benefits the company could offer: Great customer service, speed and price. Then he told the customer that he could choose two of the three.
Should integrating ease, simplicity and speed into their core product or service experience form the basis for loyalty strategies for retailers? Where is the greatest ROI? What's the biggest challenge?
1
1
Brian Guest's profile photo
Add a comment...

Shep Hyken

Shared publicly  - 
 
A smile and a positive attitude are contagious and can go a long way in creating great customer service.
3
1
MAXXCOM Internet's profile photo
Add a comment...
In his circles
2,146 people
Have him in circles
17,795 people
Brittany White's profile photo
Scott 'Q' Marcus's profile photo
Robert Stuckey's profile photo
logan phillips's profile photo
tabitha tabor's profile photo
Ruben Roman's profile photo
Natalya Illarionova's profile photo
Rezvaneh Gholami's profile photo
Zakkiyyah Brown's profile photo

Shep Hyken

Shared publicly  - 
 
Friendly customer service is contagious.
I’ve seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. I encountered Gerald as I was boarding a very early morning flight to Dallas. He was one of the pilots, and he was greeting every single person as they stepped onto the plane. It was more than a …
1
Add a comment...

Shep Hyken

Shared publicly  - 
 
This weeks top 5 articles talk about why a smile is so important, how customers make decisions, why innovation must be part of the customer experience, mini case studies of companies providing customer delight and more.
1
Josh Levitt's profile photoDr Abbey Muneer's profile photoShep Hyken's profile photo
3 comments
 
+Josh Levitt
Your welcome and thank you for the support. I learn a lot and keep up to date by reading articles every week.
Add a comment...

Shep Hyken

Shared publicly  - 
 
“In any kind of business, you have the exact same five stakeholders, no matter what business you’re in. You have people who work for you, customers, a community in which you do business, you have suppliers and you have investors. And in a great business, all of those stakeholders are feeling great about your business and rooting for your success.” – Danny Meyer
2
sandeep shep's profile photo
 
Hello sir./Brother 
Add a comment...

Shep Hyken

Shared publicly  - 
 
My latest article in +Forbes talking about how systems that deliver a world-class customer experience start with people. And those individuals need to be great communicators. But further than that, the systems in which they work need to be designed to facilitate and promote communication.
There’s a story I read on the internet (so you know it has to be true!) awhile back about a major snowstorm in Pennsylvania that occurred near the holidays. As a result of the blizzard, an 89-year old man, living on his own, got snowed in at his apartment. His [...]
3
1
James Edington's profile photoBrian Guest's profile photo
 
I couldn't agree more. I'm finding that there are many differences between how that happens in my collision repair business when compared to my repair garage. 
Add a comment...

Shep Hyken

Shared publicly  - 
 
Retailers need to create a loyalty program that is excellent and (this is very important) is backed up by a customer experience that is so good that even without the loyalty program, the customer would still come back. The loyalty program just takes the experience to the next level with perks, recognition, etc., and further distances the retailer from its competition.
1
Add a comment...

Shep Hyken

Shared publicly  - 
 
Companies are making it easier for customers to use simple solutions, like FAQs,
Nearly every consumer—88 percent in all—has reached out to a customer service department at some time in the past year, according to a recent Consumer Repo
1
1
Josh Levitt's profile photo
Add a comment...
People
In his circles
2,146 people
Have him in circles
17,795 people
Brittany White's profile photo
Scott 'Q' Marcus's profile photo
Robert Stuckey's profile photo
logan phillips's profile photo
tabitha tabor's profile photo
Ruben Roman's profile photo
Natalya Illarionova's profile photo
Rezvaneh Gholami's profile photo
Zakkiyyah Brown's profile photo
Work
Occupation
Customer Service Expert, Business Author & Speaker
Employment
  • Shepard Presentations
    Professional Speaker and Author, present
Basic Information
Gender
Male
Story
Tagline
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.)

Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
St. Louis, Missouri
Previously
St. Louis, Missouri