No matter what service you provide or what product you sell, the most important statistic in any customer relationship is making sure the customer comes back the next time they need what you have to offer. As such, any interaction you have with your customers should be geared, in one way or another, towards that very purpose. Shep Hyken is a Certified Speaking Professional, has received the Council of Peers Award for Excellence, and is the CAO (Chief Amazement Officer) or Shepard Presentations, whose corporate goal is to help other companies build and maintain that level of trust with their customers, to ensure that they will keep coming back every time. Because your customers no longer compare you to your competitor. They compare you to the best service they ever had… from anyone.
Shep Hyken founded Shepard Presentations in 1983 and has since worked with hundreds of clients, ranging from Fortune 100 companies to those with less than fifty 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's core message is that, when dealing with customers, companies should always be honest, courteous, and train their staff accordingly. His focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty. He is also responsible for creating “The Customer Focus”, a customer service training program which helps clients develop a customer service culture and loyalty mindset. 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 the author of several books and published articles that center around how to retain customers. Among his most notable are Moments of Magic, discussing Shep's more than twenty years of customer service experience; The Loyal Customer, the secrets of a cab driver who builds a loyal customer base; The Cult of the Customer, outlining a strategy for leading customers and employees through five cultural stages from uncertainty to satisfaction; and The Amazement Revolution, outlining seven strategies to create an amazing customer service experience. The Amazement Revolution, in particular, was on several bestseller lists: number 11 on the New York Times list, number 3 on the Wall Street Journal list, and number 1 on the USA Today list.