Shep Hyken

Customer service expert, award-winning speaker and New York Times and Wall Street Journal bestselling business author helps companies deliver amazing customer service.

Shep Hyken is a customer service expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. 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 MagicĀ®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home.

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, the customer experience, and a motivational program titled “You Are The Magic!” He is known for his high energy presentations which combine important information with entertainment to create exciting programs for his audiences.

Shep is also the creator of The Customer Focus training program for organizations that want to create a stronger service culture that builds loyal relationships with their customers and employees. Shep has approved trainers that will deliver the training programs at your location.

In 2008 Shep was inducted into the National Speakers Association Hall of Fame; receiving the coveted CPAE (Council of Peers Award For Excellence) designation. He is also a CSP (Certified Speaking Professional), a designation awarded by the National Speakers Association to individuals for achievements and education in the speaking profession.

PROGRAM INFORMATION:

CREATING MOMENTS OF MAGIC, CUSTOMER LOYALTY, EXCELLENT CUSTOMER SERVICE, INTERNAL CUSTOMER SERVICE
These topics and themes are the basis for Shep’s customer service  presentations.  They focus on how important service is in today’s world. Make your organization a star in your customers’ eyes. Some of the topics in these presentations include Jan Carlzon’s Moments of Truth, Moments of Magic, parallels between selling and service, meeting and exceeding expectations, handling confrontations, building relationships and more.  Shep supports all of the concepts with specific “how to’s” that the audience members will want to immediately put into action.
educational / informative

AMAZE EVERY CUSTOMER EVERY TIME
Based on Shep Hyken’s book Amaze Every Customer Every Time, this presentation takes some of the best tips, strategies and tools from the book (that are appropariate for that particular audience) to create a motivating, yet highly informative program with information that can be put to use immediately.  As in typical Shep Hyken style, the presentation is high-energy and engaging.
educational / informative

THE AMAZEMENT REVOLUTION: SEVEN CUSTOMER SERVICE STRATEGIES TO CREATE AN AMAZING CUSTOMER
Shep’s latest New York Times and Wall Street Journal bestselling book has turned into one of his most requested speeches.  The Amazement Revolution is the culture that can drive any organization – from one employee to tens of thousands – to focus completely on delivering an amazing customer experience.  Shep’s simplistic concept of Customer Amazement is about being better than average, all of the time. The speech builds on some of Shep’s time tested concepts and adds new strategies and techniques.
educational / informative audience activity

FOCUS ON THE CUSTOMER – LIVE!
This is important to every employee of any business; from upper management to front line employees. Customer service is not a department. It is a philosophy that includes every employee of the best companies.  Everyone has customers!  Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior and building better relationships at work. The front line may service, sell and have the most contact with the “outside” customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct positive effect on your organization’s customer service/satisfaction program. Teamwork concepts can also be brought into this program.
educational / informative audience activity

THE CULT OF THE CUSTOMER: CREATE AN AMAZING CUSTOMER EXPERIENCE INTO CUSTOMER EVANGELISTS
This presentation is based on Shep’s Wall Street Journal bestselling book of the same name.  This speech will take your audience through the five “cults,” or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists.  The audience will be introduced to a concept that leads both customers and employees through five distinct cultural phases – from “uncertainty” to “amazement.”  Beyond the concept, Shep shares specific strategies that the audience will be able to implement immediately.
educational / informative

INTERNAL CUSTOMER SERVICE
This is important to every employee of any business; from upper management to front line employees. Customer service is not a department. It is a philosophy that includes every employee of the best companies.  Everyone has customers!  Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior and building better relationships at work. The front line may service, sell and have the most contact with the “outside” customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct positive effect on your organization’s customer service/satisfaction program. Teamwork concepts can also be brought into this program.
educational / informative

YOU ARE THE MAGIC!
This motivational speech combines humor, magic, information and motivation to create an exciting and enlightening presentation for all types of audiences. It is a fun program that can incorporate parts of Shep’s service programs or can include topics such as personal excellence, goal setting, turning negatives into positives, teamwork and more. This is an outstanding program for banquets and special events.
educational / informative humorous / funny




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