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Shep Hyken, CSP, CPAE Missouri
Photo of Shep Hyken

Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who 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 and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, His latest book is Amaze Every Customer Every Time, which delivers the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. Shep 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, Abbot 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 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.


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  • 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!

  • Creating "Moments of Magic" Customer Loyalty, Excellent Customer Service Customer Relations 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.

  • The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience - Shep's latest 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.

  • 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!)
Amaze Every Customer Every Time Amazement Revolution The Loyal Customer The Loyal Customer Moments of Magic
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists The Loyal Customer: A Lesson From a Cab Driver Moments of Magic

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