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.
Amazing Business Radio: Sandy Rogers
Enhancing the Customer Experience Through Emotional Engagement Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion,…
Leadership Sets the Tone of the Culture
One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned…
Amazing Business Radio: Jeff Nicholson
Crafting a Frictionless Service Experience for Employees and Customers Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest…
The Power of a Smile
“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation…
Amazing Business Radio: Jeff Toister
Taking Care of Your Employees So They Take Care of Customers Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the…
Amazing Business Radio: Natalie Petouhoff
Human-Inspired Machine Intelligence Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and…
The Upfront Agreement of Future Communication
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter.…
Amazing Business Radio: Mark Copeman
Fostering Good Customer Service Habits to Make Your Business Stand Out Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits, which teaches…
Amaze It Forward
You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other…
Look Past the Obvious for a Better Solution
Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified…
Amazing Business Radio: Horst Schulze
Aligning Your Organization to a Company-wide Culture Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book,…
Make Your Company’s Name Your Brand Promise
Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank, as they…
Amazing Business Radio: Jeff Robbins
Seeing Your Business Through the Eyes of the Customer Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys,…
Doing the Right Thing: A Habit Worth Mastering
When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the…
Five Ways to Say Thank You to Your Customers
Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation.…
The Best Feedback Question
“Please stay on the line to answer a short, one-question survey at the end of this call.” That’s what I heard just before the agent…
Your Personal Promise to Your Customers
Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients…
No Toilet Paper – Is Customer Service Getting Worse?
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by…
Ten Reasons WHY Customers Choose to Do Business with You
“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why.…
Do Your Customers Trust You This Much?
Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic…