Shep Hyken
Shep Hyken Is a Customer Service and Experience Speaker
The one statistic that matters most is if the customer comes back. You see, customer loyalty is not about a lifetime. It’s about the next time… Every time! So, what are you doing, at every point of interaction you have with your customers, to ensure that they come back the next time they need what you do or sell?
Shep Hyken is a customer service and experience 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 that 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 Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, The Convenience Revolution, and I’ll Be Back. He is also the creator of The Customer FocusTM, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available live or as an online/on-demand/web-based training program!)
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 Amazon, 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 speaking programs focus on customer service, customer loyalty, internal service, customer-focused culture and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment to create exciting programs for his audiences.
Below are just a few examples of Shep’s keynote presentation topics. The titles are just suggestions. Shep will work with you to create the perfect title for his speech to match the content and theme of your meeting.
HOW TO CREATE AN AMAZING CUSTOMER EXPERIENCE
Our customers are smarter than ever before. They no longer compare us to a direct competitor, but instead to the best customer experience they have ever had from anyone in any company.
The customer service and CX bar have been raised. Now, more than ever, we must deliver an amazing customer experience that sets us apart from our competitors.
In this fast-paced and informative presentation, Shep shares strategies and tactics that the best organizations use to differentiate themselves from their competitors and create fierce customer loyalty.
He will pull the best content from his books and articles most appropriate for your audience. This could include simple, common-sense strategies to create a customer-focused culture and more!
The audience will walk away with ideas they can put to use almost immediately.
BE AMAZING OR GO HOME
Business is about relationships… relationships with both customers and colleagues.
People want to do business and work with companies and people who are amazing… people who consistently meet and even exceed expectations.
It’s not as hard as you might think. Many people see the word amazement as a WOW experience that goes over the top.
On the contrary, being amazing is within everyone’s grasp.
In this fast-paced, entertaining and informative presentation, Shep shares specific tactics and tools to help the audience, as individuals, build stronger relationships that create confidence and deliver an amazing experience to their customers and colleagues.
Being amazing is about being consistent and predictable. It’s a mindset and a choice. And the choice is simple… Be Amazing or Go Home!
THE CONVENIENCE REVOLUTION
How easy are you to do business with?
Whether you know it or not, your customers compare you to the easiest companies to do business with, such as Amazon, Apple, and others. They set the benchmark when it comes to an easy and friction-free experience.
A convenient customer experience could be what differentiates you from your competition. When all else is equal (your products and service), the company that offers an easier—as in more convenient—experience will win.
Shep reveals the six Convenience Principles that will give you a competitive edge. It’s time to join the revolution—the Convenience Revolution!
CREATING AN AMAZING CUSTOMER EXPERIENCE IN SCARY TIMES
We’ve experienced (or are currently experiencing) scary times, such as a rocky economy, employment issues, supply chain issues, and even a worldwide pandemic.
Amid tough times and/or a crisis, we must stay focused on taking care of our customers and employees.
Shep shares ideas and tactics to help maintain and improve customer service and CX during tough times and beyond.
MAXIMIZING AI IMPACT ON CUSTOMER EXPERIENCE: ENSURING YOUR TECHNOLOGY DELIGHTS CUSTOMERS AND EMPOWERS EMPLOYEES
AI can improve your customer (and employee) experience or erode it. It’s a powerful tool, but you must be crystal clear about how and why you use it, or you risk losing customers and frustrating employees. Consider a very important question:
What problem are you trying to solve with AI?
The answer is simple. You want the customer to come back. Does AI help? Does it get in the way? One answer does not fit all. You must find what works for your customers.
AI is also a powerful tool for improving the employee experience. It can make employees more efficient, provide them with information, and free up their time to focus on what truly matters—building stronger customer relationships.
Shep delves into the practical application of AI, addressing the critical balance between technology and human interaction. His insights will help you discover how to leverage AI to not only increase efficiency and support your team, but also to significantly enhance customer satisfaction and loyalty.
Some of the topics Shep can focus on include:
- Understanding AI’s Role in Your Organization: Learn how AI can improve service delivery and when it can erode the customer relationship.
- Problem Solving with AI: Focus on identifying key customer pain points that AI can resolve, ensuring your technology investments return real value.
- Employee Empowerment with AI: Learn how AI boosts employee productivity and enables them to forge stronger, more meaningful customer relationships.
- Customer-Centric AI: Learn from Shep’s extensive research into customer reactions to AI and how you can tailor your strategies to meet and exceed their expectations.
The AI topic can be part of Shep’s keynote speech. However, a deeper dive in an onstage or virtual fireside chat with a leader as part of or in addition to the speech can provide a deeper dive to better understanding how AI can work for you and your organization.
Some who have attended a number of conferences over the years told us this was the best keynote they had ever seen. Shep, your participation helped make the conference what it was.
IBM
From start to finish, you offered nothing but ‘Lexus-like’ professionalism and courtesy to our program staff and dealership associates, and you tailored your presentation to the overall theme of our conference.
Lexus
Your nuggets of wisdom encourage us all to find ways, both simple, small and large, to improve.
FedEX
From reading your books and watching your on-line videos, I had high expectations of you and you exceeded them all. The ‘High-energy’ description doesn’t do you justice. Thank you for delivering a great keynote speech in a most memorable way.
Abbott
Thank you for delivering a brilliant, commanding, and well-prepared program. Your remarks were very well received and appreciated, and your expertise in the area of customer service is second to none.
PGA
An amazing presentation that was still talked about this evening. Your message resonated with each person today, and all we're excited to take that message back to their teams.
Mastercard
In the years that I have worked numerous shows for Anheuser-Busch, I have never had such favorable, positive feedback from our customers as I have received about you.
Anheuser-Busch
We can’t thank you enough, not only for your outstanding work, but for all the meetings we had prior to the event to ensure that you were well prepared to personalize your remarks.
AAA
Your professionalism and dedication to excellence is what make this conference such a successful event.
INC
Our agents are saying you are one of the best speakers we have had! Your energy and enthusiasm made for an incredibly successful speech.
Mass Mutual
Employees were looking for a reason to laugh. You provided that opportunity. You also delivered a strong message about the importance of customer service.
aetna
Many attendees commented that it was as if you were a long time member of our organization. You were able to deliver the internal customer service message in terms that our audience could relate to.
Shell
Throughout the convention the attendees at our opening session were commenting to me about the great takeaways they were bringing home from your perspective on client services.
Bright Star Care