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Shep Hyken
Works at Shepard Presentations
Lives in St. Louis, Missouri
17,765 followers|576,862 views
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Shep Hyken

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The concierge heard me mention that it was my daughter’s birthday so she surprised my daughter with a bunch of balloons.
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 It used to be, depending on what statistics you looked at, that the average customer who was unhappy might tell eight to twelve people about the negative experience. That’s bad news, but there is even worse news. 13% of unhappy customers would tell 20 or more.
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The big lesson here is that when many companies try to cut costs, they do so at the expense of the customer experience. The goal is to find a way to cut costs that aren’t noticed by the customer.
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Create trust and your customers will trust you.
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This is a great article that recognizes how to use mobile—and the benefits to both the customers and the retailer.
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This week on our Friends on Friday guest blog post, my colleague Emily Hunter writes about customer recovery and regaining your customer’s trust. Customer service is an area where trust is earned with consistency and, eventually, predictability.
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Shep Hyken

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New episode with +Bill Cates, recognized as one of the world's authorities on referral selling. In this episode of Amazing Business Radio, Bill Cates talks about how customer loyalty at one level is about repeat business, but on a higher level is about the customer's willingness to recommend others to your business.
Bestselling business author, customer service and business expert, Shep Hyken, will introduce you to extraordinary people who will make you more successful in your professional and personal life. Using his vast network of business experts and authors, Shep will ask the questions that give you insights from some of the smartest and most successful thinkers in business.
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Check out a podcast I did with The Sales Whisperer, Wes Schaffer. I tell the story about how I flew to Detroit just to meet a guy at GM at 23 years old and got the speaking deal on the spot!
Shep Hyken had his own driver at age 14 and has been performing, writing, speaking, and helping leaders at companies grow through better training.
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Giving away something of value for free can be one of the most effective ways to provide great customer service. The cost of the item or service that you give away can be small for you – really small – but the customer on the receiving end may see it as very valuable.
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People love free. I have effectively used a free "shock and awe" package to increase my business. 
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New blog post with articles and comments including customer service statistics, how to improve customer service, CQ (Control Quotient), social media customer service 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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There may not be an acronym in the credit card processing world that is sweeter to businesses than ARB. It stands for “automatic recurring billing” and it helps guarantee companies a predictable cash flow from month to month.
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Hi Marie – Thanks for the great comment. Appreciate you taking the time to do so. I have fond memories of old Milt Linder. Everyone loved this guy. Thanks again for taking the time to write!@marie bagobeans
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In his circles
2,138 people
Have him in circles
17,765 people
Rachael Iverson's profile photo
Ranice Gordon's profile photo
emma stone's profile photo
Eric Papp's profile photo
Brandon Huff's profile photo
Melanie Ly's profile photo
JJ Ahuna's profile photo
Lydia Surrett's profile photo
Teresa Cooper's profile photo
Work
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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