Shep Hyken
Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
How to Take Your Employees from Competent to Elite with Art Turock
Podcast Creating a Culture of Extreme Accountability and Elite Performance Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option.…
Do More In ‘24: Ten Customer Service and CX Tips for the New Year
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else,...
The Link Between Sales and Customer Experience
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is...
Tips on Creating a Customer-Centric Culture with Steven Van Belleghem
How Small Improvements Create Lasting Change in Customer Experience Shep Hyken interviews Steven Van Belleghem, customer experience expert and author of A Diamond in the...
How to Break the Rules and Delight Customers
There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to…
Act Like an Owner – Revisited!
One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in…
You Too Can Be As Good As Amazon…Maybe!
For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they…
The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers
Or, In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and…
Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this…
Three Ways to Create an Employee Experience that Creates a Better Customer Experience
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new…
Amazing Business Radio: Carla Guzzetti
B2B or B2C…CX is CX ...
Top Ten Customer Service and Customer Experience Predictions for 2023
Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world…
Amazing Business Radio: Janelle Barlow
A Complaint is a Gift …
23 Ways to Create an Amazing Experience In 2023
Happy New Year! I’m not one for New...
Amazing Business Radio: Diane Hopkins
The Chief Moment Officer Building a Customer-centric Culture From the Frontlines to the C-suite Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of…
Three Ways to Be Amazing
Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze…
When Sales and Customer Service Collide
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one…
Press One to Do This, Two to Do That … Phone Tree Abuse!
We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc.…
Amazing Business Radio: Jonathan Shroyer
Building the Future of Service for the Next Generation of Customers Trends That Will Affect Customer Service and Customer Experience Shep Hyken interviews Jonathan Shroyer,…
The Day I Became a Customer Service Expert and Two Important Lessons
“Find a job you love, and you’ll never work a day in your life.” This line has been credited to Confucius, Mark Twain, Mark Anthony…