Shep Hyken

Shep Hyken started his first business at age twelve — a birthday party magic show. He never stopped performing, and he never stopped building. Today, as founder of Shepard Presentations, National Speakers Association Hall of Fame inductee, Chief Amazement Officer, and New York Times and Wall Street Journal bestselling author of eight books on customer experience, Hyken is the most trusted independent authority on customer service in America. He speaks on customer experience, customer loyalty, building customer-focused cultures, and the role of AI in transforming how organizations serve and retain customers.

Moments of Magic and the Convenience Revolution
Hyken’s foundational framework, Moments of Magic, is the basis of his Customer Focus training program and has been adopted by hundreds of organizations worldwide. His more recent books — The Convenience Revolution and I’ll Be Back — address two of the most urgent questions in business today: how to remove friction from the customer experience, and how to create the kind of loyalty that brings customers back again and again. His annual Achieving Customer Amazement study gives each presentation a foundation of current proprietary data.

From the Fortune 100 to Small Business
Hyken has worked with clients including American Airlines, AT&T, American Express, Amazon, Abbott Laboratories, and Anheuser-Busch since founding Shepard Presentations in 1983.

Shep Hyken delivers keynotes on customer experience, customer loyalty, building service cultures, and leveraging AI to create customer amazement.

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 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!)