Shep Hyken, CSP, CPAE is a speaker and 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 and the Wall Street Journal best-seller, The Cult of the 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, 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.
(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association’s Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)
Shep Hyken Preview
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Speech Topics
Creating "Moments of Magic," Customer Loyalty, Excellent Customer Service Customer Relations and The Cult of the Customer
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!)
Client List
AAA, Abbott Labs, Aetna, Agrium, Agricultural Retailers Association, AGT Yellow Pages, AIM Mutual, Funds, Air Conditioner Contractors of America, Alter Trading, American Airlines, American Express, American Gas Association, American Red Cross, American Association Industrial Management, American Institute of CPA's, American Society of Association
Executives, Anheuser-Busch, Applebee's International, Apple South, ARA, Arizona Carpet, Arizona CPA's, Arkansas Oil Marketers, Arkansas Quality Council, Association of Specialists in Cleaning and Restoration, Associated Spring, Association for Corporate Growth, Association of Meeting Professionals, Associated Wholesale Grocers, Aveda, Avis, Bank of America, Beauty & Barber Supply Institute, Bell Atlantic, Bellcore, Boyd Brothers Transportation, Bowling Proprietors, Burdick, Busch Creative Services, Campbell-Taggert, Carolinas Tennessee Building Material Association, Cain Waters, and Associates, Caterpillar, Cellular One, CFI, Circle K Convenience Stores, Citation Computer, Clarke American, Coastal Mart, Color Art, Coldwell Banker, Colorado Cattle Feeders Association, Colorado Corn Growers Association, Concord Construction, Commonwealth Edison, Continental Baking, Continuous Software, Correctional Medical Systems, Country General Stores, Country Mark Co-op, Cracker Barrel, Dain Bosworth, Dean Witter, Deluxe Financial Services, Inc., Demand Management Association, Dial Corporation, ED TEL Directory, Edison Electric Institute, Edward Jones, Enterprise Rent-A-Car, Erb Equipment, First Photo, First Trust, Fiserv, Fleming Foods, Floyd Wild Trucking, Florida Grocers Association, Food Industry Association Executives, Georgia Foreign Trades Conference, Georgia Oilmen's Association, General Electric, General Motors, Gillette, Golden Corral, Good Feet, GTE, Hayworth Company, Health Services Corp. of America, Hershy’s, Hertz, Holiday Inn, Homestar, Hooters, Host-Marriott, Hyatt, IBM, IDS, Illinois Mutual, In-N-Out Burgers, Interlock
Pharmacy Systems, International Franchise Association, Interstate Hotels, Iowa Grocers, Keeneland Racetrack, J.L. Kellogg Graduate School, Kentuckiana Quality Conference, KnowledgeLake, KPMG, Kraft Foods, Krueger International, KV Pharmaceuticals, League of IBM Credit Unions, Leisure Systems, Lotus, Love Funding, Lumbermen's Merchandising Corporation, Mallinckrodt, Marathon Oil, Maritz, Marriott Hotels, Mark Twain Banks, McDonnell Douglas, McDonnell Information Systems, McLane Company, Medco Behavioral Care, Medical Facilities of America, Meeks Lumber Supply, Merico, Meeting Professionals International, Missouri Association of Realtors, Mississippi Valley Equipment, Murphy USA, Missouri
Association of Plumbing Heating and Cooling Contractors, Missouri Restaurant Association, Modern Beauty Supply, Monsanto, Monsanto Wear-Dated Carpet, Morgan Stanley, National Association of Chain Drug Stores, National Association of Professional Background Screeners, National Association of Retail Druggists, National Association of Screw Machine Products, National Association of Service Merchandisers, National Coil Coaters, National Exchange Club, National Limousine Association, National Speakers Association, Nature's Way, Nationwide Insurance, Nebraska Oil Marketers, Nevada Bell, Newlife, NEXT Financial, Norwest Bank, New York State Food Merchants, Oakwood, Ohio Grocers Association, Okidata, Omnicare, Oregon Food Industry, Outback Steakhouse, PPG, Parature, Pass Pets, Pasta House Restaurants, Paramount Headwear, Inc., Particle Dynamics, Peerless Chain, Pennsylvania Blue Cross Blue Shield, Pet Industry Distributors Association, Piggly Wiggly, Pioneer Mutual Funds, Pittsburgh Pipe, Pressure Sensitive Tape Council, Professional Business Schools, Professional Conference Managers Association, Quad Cities Peterbuilt, Quality ChekD Dairy Products, Quincy Compressor, Ruppert Landscaping, Sandoz, St. Louis Community College, St. Joseph Hospital, Scott Air Force Base, Shell Oil, Shell Pipeline, Sirloin Stockade, Skywest Airlines, Spectrum Healthcare Services, Smith-Bucklin, Southland Corporation, Standard Oil, Steelcase, Super 8
Motels, Super Value, Tempe Decorator Center, Texas Food Industry, Tennessee Grocers, Tennessee Petroleum Marketers, Thompson and Formby, Thulman Eastern, Transamerica Insurance, Transportation Sales and Marketing Association, United Industries Corporation, U.S. Army Corps of Engineers, U.S. Technologies, US West Direct, Wachovia Securities, Wainwright Industries, Wehrenberg Theatres, Wells Fargo Banks, West One Bank, Westwood Country Club, World Presidents' Organization, Winn-Dixie, Young Entrepreneurs' Organization, Young Presidents' Organization, Yellow Pages Publishers Association ... and many more.
