About Shep Hyken - Expert on Creating A Customer Service Culture:
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 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 Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/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 American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!
What Shep Hyken Talks about:
Creating Moments of Magic
These topics and themes are the basis for Shep’s customer service presentations. They 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. Shep supports all of the concepts with specific “how to’s” that the audience members will want to immediately put into action.
Amaze Every Customer Every Time
To get and to keep your customers you must deliver an amazing experience. In this fast-paced and content-rich presentation Shep will share some of the 52 “Amazement Tools” featured in the book of the same name. The audience will learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet. This is must-have information that will help transform your organization into a seriously customer-focused operation … with a serious competitive edge!
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Shep’s New York Times and Wall Street Journal bestselling 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: Create an Amazing Customer Experience that Turns Satisfied Customers Into Customer Evangelists
This presentation is based on Shep’s Wall Street Journal bestselling book of the same name. This speech will take your audience through the five “cults,” or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists. The audience will be introduced to a concept that leads both customers and employees through five distinct cultural phases – from “uncertainty” to “amazement.” Beyond the concept, Shep shares specific strategies that the audience will be able to implement immediately.
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.
Our management team felt your presentation was right on target. Your magic and message helped us cap off a very successful Managers Meeting
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