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About Shep Hyken
The "Official" (and somewhat boring) Shep Hyken Bio...
Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, 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 New York Times, Wall Street Journal and USA Today bestselling business 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," and "The Convenience Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.
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, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association's Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)
Shepard Presentations, LLC
200 South Hanley Road, Suite 509
St. Louis, MO 63105
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In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too.
Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition.
In I’ll Be Back you will learn…
- How to design and create an experience that gets customers to return, again and again
- The one trackable trend that leaders must monitor every morning
- The difference between repeat customers and loyal customers
- How to build the I’ll Be Back culture
- How delivering an amazing customer experience is within the reach of every organization
- The two simple words that are the secret to every customer service program
- Why most “loyalty programs” fail to create customer loyalty
- How to personalize the customer experience
- Why setting up or expanding self-service and digital customer service choices are is a must, not an option
- Ten loyalty killers that can terminate your relationship with your customers
- And much more!
In Be Amazing or Go Home, Shep shares the secrets behind making his motto “Always Be Amazing!” an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including:
- Showing up ready to be amazing
- Being proactive
- Craving feedback
- Taking responsibility
- Embracing authenticity
- Focusing on excellence
- Turning misery into magic
When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.
There’s a reason they call it a convenience store – because it’s convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase.
What about the minibar in your hotel room? That’s convenient too...but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel’s mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day.
Customers will pay for convenience. And they’ll choose to do more business over time with the people and companies that make their lives more convenient!
Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience.
This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers.
The value proposition is both simple and profound: when you reduce friction and make it easier for customers to do business with you, they’ll reward you with their money, their loyalty, and their referrals. That’s the advantage of being a part of The Convenience Revolution.
In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
- Membership: What if you treated the people you serve like members instead of customers?
- Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
- Partnership: What if your customers thought of you as a partner rather than just another vendor?
- Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
- The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
- Community: What if you could create a community of evangelists—loyal customers who brag about you to their friends and associates?
- Walking the Walk: What if every person in your company didn’t just deliver, but lived and breathed your vision for amazing customer service?
Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately—by any organization, large or small.
Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories.
Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
In bringing this book up to date, examples and stories have been updated and revised, but the main points, strategies and concepts are as relevant as ever.
The goal of this book is to get you to think about quality customer service at all times. Customer service is not a department or job description. It is philosophy and an attitude. It is the way we have to do business.
Jan Carlzon defines the Moment of Truth in business as anytime a customer comes into contact with a business and has an opportunity to form an impression. This strategies in this book focus on taking that Moment of Truth and turning it into a Moment of Magic. You will learn about managing the first impression, demonstrating knowledge to create credibility, techniques for dealing with confrontation and much more.
And, if you don't have direct contact with the customer, don't forget about your internal customers. All of the information in this book applies to both the outside and internal customer.
This simple-to-read, common sense approach is a must-read for anyone who wants to take their customer service skills to the next level.