Customer Service and Experience Expert, Business Consultant, and Best-Selling Author
No matter what service you provide or what product you sell, the most important statistic in any customer relationship is making sure the customer comes back the next time they need what you have to offer. As such, any interaction you have with your customers should be geared, in one way or another, towards that very purpose. Shep Hyken is a Certified Speaking Professional, has received the Council of Peers Award for Excellence, and is the CAO (Chief Amazement Officer) or Shepard Presentations, whose corporate goal is to help other companies build and maintain that level of trust with their customers, to ensure that they will keep coming back every time. Because your customers no longer compare you to your competitor. They compare you to the best service they ever had… from anyone.
Shep Hyken founded Shepard Presentations in 1983 and has since worked with hundreds of clients, ranging from Fortune 100 companies to those with less than fifty 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’s core message is that, when dealing with customers, companies should always be honest, courteous, and train their staff accordingly. His focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty. He is also responsible for creating “The Customer Focus”, a customer service training program which helps clients develop a customer service culture and loyalty mindset. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
Shep is the author of several books and published articles that center around how to retain customers. Among his most notable are Moments of Magic, discussing Shep’s more than twenty years of customer service experience; The Loyal Customer, the secrets of a cab driver who builds a loyal customer base; The Cult of the Customer, outlining a strategy for leading customers and employees through five cultural stages from uncertainty to satisfaction; and The Amazement Revolution, outlining seven strategies to create an amazing customer service experience. The Amazement Revolution, in particular, was on several bestseller lists: number 11 on the New York Times list, number 3 on the Wall Street Journal list, and number 1 on the USA Today list.
Creating "Moments of Magic," Customer Loyalty, Excellent Customer Service and Customer Relations
The topics and themes presented here are the basis for Shep Hyken's customer service presentations, focusing on how important customer service is in today's world and how to make your organization a star in your customers' eyes. Some of the topics covered 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 these concepts with specific “how to’s” that the audience members will want to immediately put into action.
Internal Customer Service
Being able to sell to your external customers is a vital skill, but it is just as important to be able to provide good customer service to other employees within your organization. Serving and treating your fellow employees like customers will not only improve company relations but help everyone build upon their customer service skills even when they're not on the front lines. Some of the areas discussed include the concept of the internal customer, management's new responsibilities, and building better relationships.
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.
Focus On the Customer - LIVE!
In this live focus group, actual customers are brought into a comfortable environment and asked questions about your organization in front of a panel of your executives, salespeople, and others. Using data collected from your organization, Shep will be able to ask focused questions to the customers to pinpoint the strengths and weaknesses of your approach as well as opening up the floor for the audience to ask questions as well, ensuring a wide variety of coverage. Shep uses his highly-energetic style and brand of humor in order to keep the presentation moving forward and staying focused on your goals.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Based on Shep's New York Times and Wall Street Journal best-seller, The Amazement Revolution explores a company culture in which every employee, from upper-management to front-line salespeople, from one individual to tens of thousands, are all driven 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 while adding new strategies and techniques to add to your repertoire.