Shep Hyken

Shep Hyken, CSP is a speaker and 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 and The Loyal Customer. 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, Abbot Laboratories, AIG, 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.

(CSP stands for Certified Speaking Professional, and is a designation awarded by the National Speakers Association to individuals for certain
achievements and education in the speaking profession.)

Creating

These presentations 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.

Internal Customer Service

This is important to every employee of any business; from upper management to front line employees. Some of the areas discussed include the concept of the internal customer, management’s new responsibilities and building better relationships. The front line may service, sell and have the most contact with the “outside” customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct positive effect on your organization’s customer service/satisfaction program. Teamwork concepts can also be brought into this program.

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!)

In the years that I have worked numerous shows for Anheuser-Busch, I have never had such favorable, positive feedback from our customers as I have received about you. — Anheuser-Busch

Some who have attended a number of conferences over the years told us this was the best they had ever seen. Shep, your participation helped make the conference what it was. — IBM