Shep Hyken Biography
Customer Service Expert and New York Times Bestselling Business Author
Shep Hyken is a customer service expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolutionand Amaze Every Customer Every Time.
In 1983, Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 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 Hyken's most requested programs focus on customer service, customer loyalty, internal service, the customer experience, and a motivational program titled "You Are The Magic!" 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 also the creator of The Customer Focus training program for organizations that want to create a stronger service culture that builds loyal relationships with their customers and employees. Shep has approved trainers that will deliver the training programs at your location.
In 2008 Shep was inducted into the National Speakers Association Hall of Fame; receiving the coveted CPAE (Council of Peers Award For Excellence) designation. He is also a CSP (Certified Speaking Professional), a designation awarded by the National Speakers Association to individuals for achievements and education in the speaking profession.
BOOKS BY SHEP HYKEN:
Amaze Every Customer Every Time
52 Tools for Delivering the Most Amazing Customer Service on the Planet
(240 page hardback) - $24.95
The Amazement Revolution
Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
(224 page hardback) - $24.95
The Cult of the Customer
Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
(244 page hardback) - $21.95
Moments of Magic
Be a Star With Your Customers and Keep Them Forever!
(164 page hardback) - $19.95
The Loyal Customer
A Lesson From A Cab Driver
(64 page paperback) - $8.95
The Cult of the Customer
Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists
(256 page hardback) - $21.95
Shep Hyken Biography
Customer Service Expert
Shep Hyken is a customer service expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer and The Amazement Revolution.
In 1983, Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 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 Hyken's most requested programs focus on customer service, customer loyalty, internal service, the customer experience, and a motivational program titled "You Are The Magic!" 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 also the creator of The Customer Focus training program for organizations that want to create a stronger service culture that builds loyal relationships with their customers and employees. Shep has approved trainers that will deliver the training programs at your location.
In 2008 Shep was inducted into the National Speakers Association Hall of Fame; receiving the coveted CPAE (Council of Peers Award For Excellence) designation. He is also a CSP (Certified Speaking Professional), a designation awarded by the National Speakers Association to individuals for achievements and education in the speaking profession.
MOST REQUESTED TOPICS:
Creating "Moments Of Magic," Customer Loyalty, Excellent Customer Service, and the Customer Experience
These presentations focus on how important service is in today's world. Make your organization a star in your customers' eyes. Some of the topics 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.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience Shep's latest book has turned into one of his most requested speeches. 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. The speech builds on some of Shep's time tested concepts and adds new strategies and techniques.
The Cult of the Customer
This presentation is based on Shep Hyken's Wall Street Journal best-selling book of the same name. What is happeing on the inside of the organization is being felt by the customer on the outside of the organizaiton. This presentation introduces the five cults - or phases - that all organzations go through; from uncertainty to amazement. Shep then supports these concepts with specific strategies on how companies and individuals can create amazing customer experiences that turn satisfied customers into customer evangelists.
Internal Customer Service
This is important to every employee of any business; from upper management to front line employees. Some of the areas discussed include the concept of the internal customer, management's new responsibilities and building better relationships. The front line may service, sell and have the most contact with the "outside" customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct positive effect on your organization's customer service/satisfaction program. Teamwork concepts can also be brought into this program.
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!
Perhaps your organization has held focus groups where customers are brought into a comfortable environment and asked questions. Imagine taking the focus group live, in front of your organization's executives, sales people, etc. Shep Hyken will host and facilitate a focus group in front of your audience. Shep will learn specific information about your business and industry, learn about your customers, and develop questions to ask them. But most importantly, Shep will open the session up for questions from the audience. Your people will be able to ask these customers virtually any questions they have ever wanted to ask - no holds barred! Shep encourages participation and keeps the program moving with high energy and his own brand of humor. (You might say this is a cross between Phil Donahue and Jay Leno!)
BOOKS BY SHEP HYKEN:
The Amazement Revolution
Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
(224 page hardback) - $24.95
Moments of Magic
Be a Star With Your Customers and Keep Them Forever!
(164 page paperback) - $12.95
The Loyal Customer
A Lesson From A Cab Driver
(64 page paperback) - $8.95
The Cult of the Customer
Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists
(256 page hardback) - $21.95
