Shep Hyken
- Customer Service and Customer Experience Expert
- Bestselling Author of Moments of Magic, The Loyal Customer, and The Amazement Revolution
- Chief Amazement Officer at Shepard Presentations
- Hall of Fame Award for Excellence, National Speakers Association
- Musicology
- Applebee’s International, Inc.
- Pregis
- Anheuser-Busch
- Marathon Petroleum
- Daltile
- Eveready Battery Company, Inc.
- Salesforce
- AARP
- Aetna
"Our management team felt your presentation was right on target. Your magic and message helped us cap off a very successful Managers Meeting."
-Eveready Battery Company, Inc."I would like to personally thank you for your enthusiasm and genuine interest in Applebee’s International … it was very entertaining, and yet you still sent a message to our participants."
-Applebee’s International, Inc."Employees were looking for a reason to laugh. You provided that opportunity. And, just as importantly, you delivered a strong message about the importance of customer service and the impact we can have on our business if we show our customers that they are important to us."
-Aetna"I just wanted to express my deep appreciation for the presentation that Shep did for our sales conference in Las Vegas. He really made me stop and think about some of the ways that I do business every day and how my staff and I can improve and create more moments of magic through simple actions with customers every day."
-Daltile"When asked to list out the “Most Valuable” part of the meeting, Shep’s presentation was the most common response."
-Pregis"It was amazing! My aha moment is that we are hiring younger employees and preparing applications that deliver the various channels so easily managed by them. We need to think like them and prepare for them in order to successfully and continually evolve."
-AARP"Very good communication/presentation skills, with the right mix of humor and engagement."
-Marathon Petroleum"It was absolutely fantastic, and you hit on all the points we needed you to. You resonated with everyone. I’ve already received emails and had people stop me in the hall with great feedback. So, thank you…I think this was definitely the energy we needed to ignite the fire in our team to deliver amazing customer service! Your presentation style was very engaging, as well! We loved the magic."
-Anheuser-Busch"We heard nothing but great feedback from all of Shep's presentations and appearances! Shep...thank you again for helping to make Dreamforce the best year yet for Service Cloud!"
-Salesforce
Creating an Amazing Customer Experience
While the title can be changed to meet the theme of the meeting, this is Shep’s general customer service program. Customer service and experience have become the focus of attention for most organizations around the world. Your customers no longer compare you to your direct competition. They compare you to the best service they have ever had. Topics in this presentation can include Moments of Magic®, creating the customer-focused culture, customer loyalty, internal customer service and more. Customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. Shep works with you to craft a customized presentation that is on target for your audience.
The Convenience Revolution
Today’s customers want a convenient and frictionless experience. Companies like Amazon and Uber disrupted their respective industries by being more convenient. But, you don’t have to disrupt your entire industry. Just disrupt your competition. Learn how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies to fuel your plan to create convenience for your customers. This may be one of your most important and powerful customer experience strategies.
Amaze Every Customer Every Time
To get and to keep your customers you must deliver an amazing experience. In this fast-paced and content-rich presentation, Shep will share some of the 52 “Amazement Tools” featured from the book of the same name. The audience will learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
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. Topics include creating a membership experience, building a culture of F.U.N., managing the after-experience and more. This is a perfect presentation for managers and leaders.
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers Into Customer Evangelists
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.
