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.
The De-Evolution of a Business
Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business.…
Amazing Business Radio: Peter Fader & Sarah Toms
Building a Customer-Centric Company with Long-Lasting Value Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and…
It’s Not Where You Are. It’s Where You’re Going.
Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf…
Amazing Business Radio: Chris Bauserman
Understanding the Emotion Behind the Experience Economy Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer…
What Can You Do To Create a Better Experience For Your Customers?
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of…
Amazing Business Radio: John Rossman
Innovation from the World’s Leading Customer-Obsessed Company Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the…
Winning Decisions Are Sometimes Tough Decisions
I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports…
Amazing Business Radio: Jim Tincher
Understanding Every Interaction to Create the Best Customer Experience Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to…
Customer Service May Not Be Your First Priority, and That’s Okay
Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in…
Amazing Business Radio: Jeff Gothelf
Building a Culture of Creative Response to Customer Need Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and…
The Customer-Free Zone
There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis…
Amazing Business Radio: Josh Ginsberg
Crisis Management in the Customer Experience How to Take Care of Your Customers When Things Go Wrong Shep Hyken interviews Josh Ginsberg. They discuss crisis…
It’s Your Fault
The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put…
Amazing Business Radio: John Brandt
The Trap of “Nincompoopery” in Business and CX Forging Real Relationships with Your Customers to Deliver Excellent Customer Service Shep Hyken interviews John R. Brandt.…
Get Over It and Move On
Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it…
Amazing Business Radio: Cameron Mitchell
Putting People First to Achieve an Exceptional Customer Experience Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer…
What Signals Are You Unintentionally Sending Your Customers?
I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written…
Amazing Business Radio: Michelle Hayward
The Five Core Values of Company Culture Creating Amazing Customer Experiences From the Inside Out Shep Hyken interviews Michelle Hayward. They discuss how to create…
Proactive Customer Support
Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer…
Amazing Business Radio: Adrian Swinscoe
Painting Outside the Lines of Customer Service Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply…