Bio


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.

Image: The Omnichannel Experience – What the Heck Does That Mean? 

The Omnichannel Experience – What the Heck Does That Mean? 

by Shep Hyken - There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I…

Jan 17, 2022
Image: 5 Lessons On How to Personalize the Customer Experience

5 Lessons On How to Personalize the Customer Experience

by Shep Hyken - I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I…

Jan 10, 2022
Image: How Much Do You Trust Your Customers?

How Much Do You Trust Your Customers?

by Shep Hyken - One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an…

Jan 3, 2022
Image: One Simple Idea That Can Help You Retain Your Best Employees

One Simple Idea That Can Help You Retain Your Best Employees

by Shep Hyken - We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s…

Dec 28, 2021
Image: Don’t Cut What Is Obvious to the Customer  

Don’t Cut What Is Obvious to the Customer  

by Shep Hyken - Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is…

Dec 17, 2021
Image: Here’s a New Word: Skimpflation

Here’s a New Word: Skimpflation

by Shep Hyken - The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait…

Dec 10, 2021
Image: The 3 Ns of Employee Fulfillment

The 3 Ns of Employee Fulfillment

by Shep Hyken - In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers…

Dec 3, 2021
Image: “New-Style” Digital Versus “Old-Fashioned” Human Interactions

“New-Style” Digital Versus “Old-Fashioned” Human Interactions

by Shep Hyken - Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer…

Nov 22, 2021
Image: A Fast Answer or the Right Answer

A Fast Answer or the Right Answer

by Shep Hyken - Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt…

Nov 15, 2021
Image: When Your Customer Experience Hits a “Bump in the Road”

When Your Customer Experience Hits a “Bump in the Road”

by Shep Hyken - One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any…

Nov 9, 2021
Image: Dealing With Angry Customers: Be Sincere When You Apologize

Dealing With Angry Customers: Be Sincere When You Apologize

by Shep Hyken - “I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a…

Nov 1, 2021
Image: Old School Ideas Can Have Big Impact 

Old School Ideas Can Have Big Impact 

by Shep Hyken - Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at…

Oct 24, 2021
Image: The Secret to Customer Loyalty

The Secret to Customer Loyalty

by Shep Hyken - Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually,…

Oct 15, 2021
Image: The 5 Best Things to Say to an Angry or Upset Customer

The 5 Best Things to Say to an Angry or Upset Customer

by Shep Hyken - I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed…

Oct 8, 2021
Image: Best in Class Versus Best in Industry

Best in Class Versus Best in Industry

by Shep Hyken - Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try…

Oct 2, 2021
Image: The Culture Challenge

The Culture Challenge

by Shep Hyken - Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this…

Sep 24, 2021
Image: Would Customers Pay to Do Business with You?

Would Customers Pay to Do Business with You?

by Shep Hyken - Think about this … what if you were to charge a customer just to talk to you about what you…

Sep 16, 2021
Image: You’re Terminated: 3 Reasons Customers Will Stop Doing Business with You

You’re Terminated: 3 Reasons Customers Will Stop Doing Business with You

by Shep Hyken - One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come…

Sep 9, 2021
Image: Amazon Sets the Standard for Every Business

Amazon Sets the Standard for Every Business

by Shep Hyken - I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a…

Sep 1, 2021
Image: Don’t Make Me Repeat My Story!

Don’t Make Me Repeat My Story!

by Shep Hyken - I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story.…

Aug 26, 2021
Image: Personalizing the Customer Experience Is a Competitive Differentiator

Personalizing the Customer Experience Is a Competitive Differentiator

by Shep Hyken - I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous…

Aug 19, 2021
Image: The Difference Between Repeat Customers and Loyal Customers

The Difference Between Repeat Customers and Loyal Customers

by Shep Hyken - “We love our customers, and they obviously love us. They keep coming back, again and again!” Who doesn’t want to…

Aug 13, 2021
Image: Would You Rather Go to the Dentist or Call Customer Support? 

Would You Rather Go to the Dentist or Call Customer Support? 

by Shep Hyken - Here is a stat that’s hard to believe: Forty-eight percent of Americans would rather go to the dentist than call…

Aug 6, 2021
Image: The “Always” Concept: What We Must Always Do For Our Customers

The “Always” Concept: What We Must Always Do For Our Customers

by Shep Hyken - One of the big concepts we teach in our customer service training programs is the concept of Always. This is…

Jul 30, 2021
Image: The Shortest Customer Service Keynote Speech Ever!

The Shortest Customer Service Keynote Speech Ever!

by Shep Hyken - I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t…

Jul 24, 2021
Image: How to Say YES – Every Time

How to Say YES – Every Time

by Shep Hyken - How do you say Yes to every customer request? Is it possible? Is this customer service utopia? My friend Christine…

Jul 19, 2021
Image: Customer Service Versus Customer Experience … What’s the Difference?

Customer Service Versus Customer Experience … What’s the Difference?

by Shep Hyken - It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer…

Jul 12, 2021
Image: How to Handle Difficult Customers

How to Handle Difficult Customers

by Shep Hyken - Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are…

Jul 6, 2021
Image: Companies’ Responses to COVID Provide Insights into Handling a Crisis

Companies’ Responses to COVID Provide Insights into Handling a Crisis

by Shep Hyken - One of our readers asked me the following question: What is your advice for a company that is struggling during…

Jun 28, 2021
Image: What’s Your Passion?

What’s Your Passion?

by Shep Hyken - I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico.…

Jun 21, 2021
Image: 6 Ways to Handle Angry Customers

6 Ways to Handle Angry Customers

by Shep Hyken - Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day.…

Jun 11, 2021
Image: How to Compete with Amazon

How to Compete with Amazon

by Shep Hyken - Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result…

Jun 4, 2021

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