Shep Hyken, CSP, CPAE is a speaker and New York Times and Wall Street Journal best selling 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, The Cult of the Customer and The Amazement Revolution. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.