Shep Hyken

ABOUT
I am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employee experiences. My books have appeared on bestseller lists including the New York Times, Wall Street...
I am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employee experiences. My books have appeared on bestseller lists including the New York Times, Wall Street Journal, USA Today and others. In 2008 the National Speakers Association inducted me into their Hall-of-Fame for lifetime achievement in the professional speaking industry.
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LATESTARCHIVE
Oct 13, 2019

Customer Loyalty And Retention Are In Decline

A recent study of more than 34,000 consumers worldwide by Verint® Systems Inc., the Customer Engagement Company™, (carried out in partnership with Opinium Research, LLC) shows that customer loyalty and retention are declining.
Oct 6, 2019

Ten Ways To Handle A Brand Crisis

When a brand has a problem, it can become a crisis as the incident can be captured on camera or reported by anyone interested in sharing their views.
Oct 3, 2019

Alexa, Help Me Get A Job At McDonald’s

Millions of crew members have used their McDonald’s employment as a stepping stone to other careers. The McDonald’s campaign emphasizes the learning opportunity that equips employees with the skills and experience needed to succeed.
Sep 29, 2019

The Department Of Customer Love

What’s in a name? Sometimes changing the vernacular within an organization can have a huge impact on behavior and mindset. For example, the receptionist may be called the Director of First Impressions, a clever title to describe the person who answers the phone on behalf of the company.
Sep 22, 2019

National Customer Service Week Isn’t Just About Customers

It is important to note that the reason for National Customer Service Week wasn’t to focus on customers but on the employees of an organization. With that in mind, I’d like to break down three opportunities to consider for the week.
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