Shep Hyken, CSP, CPAE

Customer Service Expert

A Customer Service Culture, A Customer Loyalty Mindset

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a best-selling author.

Shep’s philosophy as a speaker is that it is all about you – your meeting, your people and your success. His style is energetic and entertaining, and mixes important information and entertainment (humor and magic). The content is relevant and useful, and audiences leave with tools, ideas and concepts they can use immediately. Shep promises to deliver one of the most exciting and memorable programs you will ever experience!

Clients Include:

  • Circle K Convenience Stores
  • Cellular One
  • Marriott Hotels

Click here for sample client list

Speaker Bio

Shep Hyken, CSP & CPAE 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 has since worked with hundreds of clients 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, Abbott 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. It is a designation awarded by the National Speakers Association to individuals for certain achievements and education in the speaking profession.)

Book Shep Now!

Travels From: St. Louis, MO

  Fee Range: $25,000-$30,000

“Your ‘Moments of Magic’ helped make this year’s meeting a great success. We needed a true professional to bring things ‘up’ on the last day, and we certainly made the right decision in giving that assignment to you.”
Million Dollar Round Table

Program Information

Customer Loyalty, Excellent  Customer Service Customer Relation

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 franchise 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.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

Shep’s latest book has turned into one of his most requested speeches. The Amazement Revolution is the culture that can drive any franchise 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.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

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 franchise organizations 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.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

This is important to every employee of any business – from upper management to front line employees: Customer service is not a department; It is a philosophy that includes every employee of the best franchise organizations. Everyone has customers! Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior, and building better relationships at work. 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.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

This motivational speech combines humor, magic, information and motivation to create an exciting and enlightening presentation for all types of franchise 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.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Perhaps your franchise 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!)

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Shep Hyken has created The Customer Focus, a customer service training workshop that is dedicated to delivering outstanding customer service to both external and internal customers. Shep has a number of professional trainers and facilitators that are “approved” to deliver the program

Speaker Resources

book icon Book Jackets

Shep Hyken Cult of the Customer book jacket

Shep Hyken The Amazement Revolution book jacket

icon Headshots

Shep Hyken Photo

Sample Client List

  • Marriott Hotels
  • Cellular One
  • Circle K Convenience Stores
  • Applebee’s
  • International Franchise Association
  • Coldwell Banker
  • Cousins Subs
  • Cracker Barrel
  • Enterprise Rent-A-Car
  • Golden Corral
  • Good Feet
  • Hertz
  • Holiday Inn
  • Host-Marriot
  • Hungry Howie’s
  • Hyatt
  • In-N-Out Burgers
  • Interstate Hotels
  • Outback Steakhouse
  • Piggly Wiggly
  • Pita Pit
  • Super 8 Motels
  • Super Value
  • Tilted Kilt