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Shep Hyken
Works at Shepard Presentations
Lives in St. Louis, Missouri
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Shep Hyken

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Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing.
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This week's Top 5 articles discuss the stages leading to customer loyalty, CX trends, increasing customer loyalty, a case study on how to build a culture that positively impacts both employees and customers, customer retention tips and more.
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This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in. 
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What will brands and businesses need to do in the future to be successful?

Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell. Think about the entire customer experience.
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What can leadership do to ensure they stay up, stay competitive and stay relevant? Pay close attention to what’s trending in the world of customer service and CX. Here are 10 trends you shouldn’t ignore. There’s something here that will impact every type of business.
No company can afford to be a customer service laggard. So, what can leadership do to ensure they stay up, stay competitive and stay relevant? Pay close attention to what’s trending in the world of customer service and customer experience. Here are 10 trends you shouldn’t ignore.
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Are you guilty of disrespecting your customers? My friends at Provide Support sent over an awesome infographic about different reasons customers don’t like the companies they do business with. So with that in mind, here are ten of what I call "Crimes Against the Customer."
(for the full infographic visit - http://www.providesupport.com/blog/wp-content/uploads/2016/09/15-Reasons-Your-Customers-Dont-Like-You.png )
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Shep talks with Chad Keck, CEO and co-founder of Promoter.io, about a simple but scientifically proven method of measuring customer satisfaction – the Net Promoter Score.
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An interesting study by COLLOQUY caught my attention. They surveyed 1,500 consumers, asking if they would expect better customer service or a better overall experience if the minimum wage were raised to $15 an hour. By the way, the current federal minimum wage is less than half of that at $7.25 an hour.
There has been much controversy about raising the minimum wage. There are pros and cons that could be argued on either side. President-Elect Donald Trump is bringing a new fiscal attitude to Washington, D.C. You may or may not agree with him, but expect a change.
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It’s about engagement, interaction and relationship building… before the customer ever decides to spend any money with you. This customer experience is what the new form of marketing is about. 
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I was impressed. First, you should know why I like First Watch. They consistently have great food and great service. Nobody is perfect, but they have their system down and they seldom miss. The servers are always friendly. That’s why I’ve been a customer of theirs since they opened their stores in St. Louis more than a dozen years ago. I always know what I’m going to get.
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This week's Top 5 discuss data and predictive analytics and their impact on the CX, building long term relationships to build loyalty, powerful customer experience concepts, and much more!
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar (Huffington Post) The reality of …
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This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. 
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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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St. Louis, Missouri
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St. Louis, Missouri
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Customer Service Expert, Business Author & Speaker
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  • Shepard Presentations
    Professional Speaker and Author, present
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I have worked with Prime Concepts for over 10 years. They have created 3 websites for my business. They are all good looking and bring in business.
Public - 2 months ago
reviewed 2 months ago
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