Shep in the News & Media

Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a speaker and bestselling author, Shep 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 Wall Street Journal bestseller The Cult of the Customer, the New York Times bestseller The Amazement Revolution and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.

Shep Hyken in the media

Shep in the media
Shep in the media
Shep in the media

Story Angles/Topics

  • Based on Shep’s book The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience, Shep can discuss the strategies, which include: creating a membership experience, serious FUN (Fulfillment, Uniqueness and Next), building a partnership with your customer, hiring right, creating an “after-experience,” building community, and “walking the walk.”
  • The difference between satisfied customers and loyal customers
  • Based on Shep’s book, The Cult of the Customer: Create an Amazing Experience that Turns Satisfied Customers into Customer Evangelists, Shep can discuss the concept of Amazement and the five “cults” or phases companies go through to get there.
  • Moments of Magic and Moments of Misery
  • How to create confidence
  • Why a focus on internal customer service is so important
  • The best customer service companies and why
  • What companies can do to deliver better customer service
  • Simple customer service strategies
  • How to get employees engaged in a customer service program by creating “service awareness.”
  • Customer service doesn’t cost. It pays. Proof from American Customer Satisfaction Index

Recent TV/Video Interviews with Shep

Rockstar CX Live with James Dobkins

February 26, 2018 — Click here to watch

One More Customer with Fran Tarkenton

January 2018 — Click here to watch

When It Comes to Customer Service, Be Amazing, Hosted by John Golden, Sales Pop

November 8, 2017 — Click here to watch

How to Use Customer Service to Stand Out from the Competition, Hosted by Nick Francis, Help Scout

October 16, 2017 — Click here to watch

Shep Hyken on Simplifying the Customer Journey with Tom Asher, Humach

May 4. 1017 — Click here to watch

DisrupTV Featuring Shep Hyken, Chief Amazement Officer at Shepard Presentations 8.5.16

August 5, 2016 – Click here to watch

Shep Hyken: The Future of Customer Service, 1to1 Media

June 27, 2016 – Click here to watch

The Art of Amazing Your Customers with Vala Afshar, Salesforce Series Pass

May 26, 2016 – Click here to watch

Shep Hyken on Business Rockstars with Ken Rutkowsi

April 22, 2016 – Click here to watch

#Simpletalk – Interview with Shep Hyken & Nicholas Kontopoulos – Amaze Every Customer – SAP hybris

February 16, 2016 – Click here to watch

Interview with Shep Hyken 2015 SAP Hybris Customer Days Event

December 20, 2015 – Click here to watch

Creating An Effective Return Policy with JJ Ramberg, MSNBC

December 20, 2015 – Click here to watch

Sikorski’s Think Abouts: Shep Hyken And Laura Discuss Customer Loyalty

October 27, 2015 – Click here to watch

Why Customers Want a Simple, Personalized Experience with Shep Hyken

August 7. 2015 – Click here to watch

Screen to Screen Selling Show hosted by Doug Devitre

July 10, 2015 – Click here to watch

From child magician to customer service wizard: Shep Hyken’s business tricks revealed by Jimmy Flores of GetApp

June 30, 2015 – Click here to watch

Best Seller TV :: Shep Hyken, C-Suite TV

This episode features Shep Hyken, author of Amaze Every Customer Every Time as he explores the demanding and important world of customer service, and how stellar service can elevate a company from good to great using Ace Hardware as the model of great.

January 14, 2015 – Click here to watch

Social Shake-Up 2014: Customer Service is the New Marketing, Social Media Today

September 30, 2014 – Click here to watch

Customer service expert: How to break up with your service by Shannon Halligan, KSHB Kansas City

Wednesday, July 16, 2014 – Click here to watch

Cable company customer service rage –

Wednesday, July 16, 2014 – Click here to watch

Moments of Magic in Customer Service Webinar Sponsored by Citrix

On-Demand Webinar – Click here to listen

Reaction to GM’s CEO on Capitol Hill – Fox Business

Tuesday, April 1, 2014 — Click Here to Watch

Amaze Every Customer Every Time – Discussion with Tal Schnall, Lead With Giants TV

Monday, February 17, 2014 — Click Here to Watch

UPS, FedEx and retailers under fire for holiday shipping delays – Fox Business

Thursday, December 26, 2013 — Click Here to Watch

Tools for Delivering Amazing Customer Service – Soundview Live

Tuesday, November 12, 2013 — Click Here to Watch

Acquire, Grow and Retain Your Customer Base by David Pittman, IBM Data

Friday, September 13, 2013 — Click Here to Watch

Business consultant Shep Hyken and employment attorney Bill Frumkin on the lawsuit against Donald Trump over Trump University. – FOX Business 

Monday, August 26, 2013 — Click Here to Watch

How to Offer Consistently Amazing Customer Service – Shep Hyken Interview with Matt Tenney

Monday, August 12, 2013 – 24:30 minutes — Click here to watch.

Shep Talks Customer Service on The Today Show

Sunday, July 21, 2013 – 2:30 minutes — Click here to watch.

Skip Prichard Interview with Shep: 7 Customer Service Strategies for an Amazing Customer Experience

October 3, 2012 – 15 minutes — Click here to watch.

All About Business produces weekly television programs that feature local businesses in Saint Louis. To watch an episode on professional speakers in which Shep is featured click here.

Skype Interview with the Energetic Customer Service Expert: Shep Hyken on the Business Beware Show

September 19, 2011 – 8 minutes — Click here to watch.


Recent Radio/Podcast Interviews with Shep

Podcast With Shep Hyken – The World’s Most Acclaimed Customer Service Expert with Kris Oldland of FieldServiceNews

May 16, 2018 — Click here to listen

TradeshowGuy Monday Morning Coffee, March 26, 2018: Shep Hyken with Tim Patterson

March 26, 2018 — Click here to listen


March 19, 2018 — Click here to listen

SBM 073 : How to Improve Customer Engagement with Shep Hyken with Tom Libelt

March 16 — Click here to listen

Amaze Every Customer with Shep Hyken – Episode #28 with Evan Hackel

March 12 — Click here to listen

Episode 136 – Wisdom from Shep Hyken at SMMW18 b

March 8, 2018 — Click here to listen

Episode 006: Charge Podcast with Gary Wilbers

February 26, 2018 — Click here to listen

Episode 88 – Why Great Customer Service Succeeds, with Expert Shep Hyken

February 7, 2018 — Click here to listen

719: When You Focus on People Sales Eventually Follow with Shep Hyken Founder and Owner of Shepard Presentations | The Entrepreneur Way

January 19, 2018 — Click here to listen

Business Done Differently: Shep Hyken – Learn The Secrets To Amaze Any Customer 

January 18, 2018 — Click here to listen

The Mind Your Own Business Podcast | Photofocus Podcast

January 12, 2018 — Click here to listen

The Small Biz Podcast: Episode 33

January 11 — Click here to listen

C-Suite Success Radio with Sharon Smith

January 8, 2018 — Click here to listen

Crazy Hotel Stories by Industry Professionals

December 7, 2017 — Click here to listen

One Percent Edge #Podcast: Getting Your Customer Service Edge with Shep Hyken

November 15, 2017 — Click here to listen

The ultimate guide to A+ customer service with Shep Hyken | Unplugged #070 with Brandon Steiner

November 13, 2017 — Click here to listen

BM106: How to Use Podcasts and More to Attract New Clients 

October 12, 2017 — Click here to listen 

The Business Builders Show with Marty Wolff, “Chief AMAZEMENT Officer” Shep Hyken

September 26, 2017 — Click here to listen

Episode #030: Creating a Customer Service Culture with Shep Hyken, The Buyer’s Mind With Jeff Shore

August 30, 2017 — Click here to listen

Amazing Customer Service with Shep Hyken, Adam Toporek

EP59: Shep Hyken- How Disney’s Customer Service Model Can Help Your Business

August 8, 2017 — Click here to listen

169: Customer Service Expert Shep Hyken, Dave Mastovich

June 28, 2017 — Click here to listen

The Innovation Show: Customer Service, Culture, Shep Hyken, Jordan Wan CloserIQ

June 22, 2017 — Click here to listen

Taking It To A Whole New Level of Being Extraordinary with Shep Hyken,Yanique Grant
June 7, 2017 — Click here to listen

How To Become A Professional Speaker, The Modern Customer Podcast with Blake Morgan

June 6, 2017 — Click here to listen

EP36: Shep Hyken – How To Deliver Amazing Customer Service, The Successful Bookkeeper podcast

May 15, 2017 — Click here to listen

Unplugged with Brandon Steiner

April 25, 2017 — Click here to listen

Episode 59: The Job Isn’t Doing the Speech — It’s Getting the Speech, with Shep Hyken – Absolute Advantage

March 6, 2017 — Click here to listen

Ordinary Into The Extraordinary – GutwiZdom,

March 4, 2017 — Click here to listen

SOCAP International’s “In The Know” Podcast Series

February 28, 2017 — Click here to listen

Are you amazing? with Maureen Anderson on Doing What Works

February 18, 2017 — Click here to listen

Shep Hyken with Shepard Presentations on Business Writers Radio

November 22, 2016 — Click here to listen

Lesko Talks Windows Episode 008 With Shep Hyken:Does Your Customer Service Measure Up?

November 16, 2016 — Click here to listen

BUSINESS SIDEKICK #15: Customer Service: Then, Now, and the Future by LiveChat

October 13, 2016 — Click here to listen

Taking Your Customer Service Experience to the Next Level with Shep Hyken on LodgingLeaders Podcast

September 28, 2016 — Click here to listen

How to Sell and Thrive in the Experience Economy. With Shep Hyken. #229 Accelerate!

August 17, 2016 — Click here to listen

SHEP HYKEN Smilin’ and Dialin’ on The Bill Murphy Show

August, 2. 2016 — Click here to Listen

Mind Your Business with Yitzchk Saftlas

July 25, 2016 — Click here to listen

Pat Perdue’s Customer Experience Podcast

June 6, 2016 — Click here to listen

Customer Service Success with Warwick Merry

May 30, 2016 — Click here to listen

5 Step Plan For Outstanding Customer Service on Casual Fridays

May 26, 2016 — Click here to listen

TBJA 254 How To Get And Keep Customers, Shep Hyken

April 27, 2016 — Click here to listen

Hall of Fame Speaker, Shep Hyken, shares (3) strategies to dominate your industry by offering world class customer experiences, Success Hackers

April, 11, 2016 — Click here to listen

Building loyal relationships with your customers and employees with Shep Hyken. by Mike J. Agugliaro, CEO Warrior

April 4, 2016 — Click here to listen

Steele Talkin’ with Jearlyn Steele!, WCCO Radio

April 3, 2016 — Click here to listen

Doing What Works with Maureen Anderson: Is the customer always right?

February 23 , 2016 — Click here to listen

Episode 176: How your moments of magic can amaze customers, with Shep Hyken. Onward Nation

February 22, 2016 — Click here to listen

I Want To Like You: People Who Are Rude In Public with Kristin van Ogtrop, REAL SIMPLE

February 5, 2016 — Click here to listen

Podcast Episode #2: Create An Amazing Customer Onboarding Experience With Shep Hyken and Aaron Fulkerson, Mintouch

January 25, 2016 — Click here to listen

Amazement Culture Shep Hyken & Venture and Vultures Chapter 17

December 4, 2015 — Click here to listen

Amaze Every Customer with Shep Hyken on Everyday MBA with Kevin Craine

November 21, 2015 — Click here to listen

Shep Hyken: Customer Experience Expert on Crack the Customer Code Podcast

November 5, 2015 – Click here to listen

Winning the Game of Life Podcast with Shawn Chhabra Interviewing Shep Hyken

October 23, 2015 – Click here to listen

Shep Hyken on Business Innovators Radio with

October 6, 2015 – Click here to listen

032: Shep Hyken: What did I sign up for, FastLeader Show with Jim Rembach

September 2, 2015 – Click here to listen

Patient Amazement with Shep Hyken : Howard Speaks Podcast #119, Dentaltown with Howard Farran

August 13, 2015 – Click here to listen

Ep. 48 Shep Hyken, Customer Service Expert and Best Selling NY Times Author, by Doug Sandler

July 22, 2015 – Click here to listen

The TalentCulture #TChat Show: Why Internal Customer Service Is So Important

April 29, 2015 – Click here to listen

Dr. Joyce chats with Shep Hyken

February 25, 2015 – Click here to listen

How do you amaze your customers? Doing What Works Podcast with Maureen Anderson

February 21, 2015

AES Nation: Shep Hyken Takes Action on Differentiating and Delivering World-class Client Experiences – Episode #71

January 29, 2015 – Click here to listen

PODCAST: The Great Shep Hyken on Truly Great Customer Service with Steve Strauss

December 5, 2014 – Click here to listen

Bizcast C-Suite Radio, Kevin Craine interviews Shep Hyken

December 3, 2014 – Click here to listen

Back to School: Lessons in Customer Service, SAP’s The Customer Edge with Game-Changers Radio

November 5, 2014 – Click here to listen

What Does Customer Experience Mean for Your Social Business?, Social Media Today webinar 

October 23rd, 2014 — Click here to listen

Shep Hyken – Always be Amazing! Podcast with Abraham Venismach 

October 21, 2014 — Click here to listen

Customer Experience: How to Use Social Media to be Amazingly Helpful – Episode 11 This Old New Business weekly business podcast with Jeff Korhan.

October 4, 2014 — Click here to listen

Amaze Every Customer Every Time radio show hosted by Chris Ruisi

September 3, 2014 — Click here to listen

Exclusive Interview: Shep Hyken, Customer Service Expert by Falak Hyat

Wednesday, July 23, 2014 — Click here to listen

Shep Hyken; The Amazement Revolution, Tremendous Life radio with Host Todd Weaver

Monday, July 7, 2014 — Click here to listen

The Sales Whisperer with Wes Schaeffer

June 2014 — Click here to listen

#96 Shep Hyken – Creating a Great Customer Experience to Grow Your Biz, The Entrepreneur Radio Show

Click here to listen

The Powerful Business Philosophy of Amaze Every Customer Every Time by WS Radio

February 21, 2014 — Click here to listen

10 Tips to Deliver Amazing Customer Experience Webinar Sponsored by NewVoiceMedia

Monday. January 27, 2014 — Click here to listen

The Inspirational Roadmap: 10 Steps to The Ultimate Customer Experience: Complimentary Webinar Sponsored by Frost & Sullivan

Tuesday, December 17, 2013 — Click here to listen

Amazingly Simple Plan For Success- Shep Hyken with Govindh Jayaraman

Tuesday, November 26, 2013 — Click here to listen

Doing What Works with Maureen Anderson

Saturday, November 16, 2013 — Click here to listen

Shep Hyken, author of Amaze Every Customer Every Time with Dean & Don

Friday, October 4, 2013 — Click here to listen


August 28, 2013 — Click here to listen

The Rory Vaden Show Episode 13: “Amazing Service” with Shep Hyken

August 27, 2013 — Click here to listen

Fran Tarkenton Show- Shep Hyken

August 24, 2013 — Click here to listen

Interview With Shep Hyken – Amaze Every Customer Every Time by Mark Taylor, CK Magazine

May 23, 2013 – 20 minutes — Click here to listen.

Amazing Tomorrow’s Customers Podcast with David Pittman 

May 6, 2013 – 24 minutes — Click here to listen.

Amazement Guru Shep Hyken and Trade Show Founder Doug Miller

April 15, 2013 – 60 minutes — Click here to listen.

Host Rich Killian interviews Shep on The American Businessperson Radio Show

January 2, 2013 – 60 minutes — Click here to listen.

Shep Hyken, CSP, CPAE – Hall of Fame Speaker by Boomer and The Babe

October 31, 2012 – 60 minutes — Click here to listen.

The Amazement Revolution: Shep Hyken Talks Customer Service by Jon Hansen

October 19, 2012 – 45 minutes — Click here to listen.

Discussion w/ Customer Service Guru and Author Shep Hyken by everydayRADIO

June 27, 2012 – 25 minutes — Click here to listen.

“The Amazement Revolution” with Shep Hyken! by Phil R Taylor

February 28, 2012 – 55 minutes — Click here to listen.

Episode #130 Ami Kassar, Pat Byrnes, Shep Hyken, Lou Imbriano by Barry J Moltz

June 24, 2011 – 35 minutes — Click here to listen.

The Prospect Profiler with Rosey Dow Interviews Shep Hyken on The Amazement Revolution

April 4, 2011 – 30 minutes — Click here to listen.

Recent Articles featuring Shep

The Top 10 Customer Experience Keynote Speakers by Blake Morgan, June 23, 2018

How to Provide a Delightful Customer Service Experience by Jason Grills, June 22, 2018

Got a complaint about the travel industry? Take it to the top. by Christopher Elliott, Washington Post, June 20, 2018

Late paying customers? Try these tips from the experts by Tripp Braden, June 20, 2018

What I Want Marketers to Know: Shep Hyken, Customer Service Expert, Author, & Speaker by Lindsay Tjepkema, June 14, 2018

16 Customer Experience Influencers to Follow in 2018 by Sarah Richter, May 29, 2018

Panviva’s picks: Top 25 CX Influencers to Follow by Dawn Corrente, Panviva, May 24, 2018

Interview with Shep Hyken by Onalytica, May 15, 2018

Book Review: Be Amazing or Go Home, by Shep Hyken by Edwin Bevens, goSmallBiz, April 19, 2018

Why improving social media customer service is important by Jesse Scardina, SearchCRM, March 8, 2018

50 Customer Service Experts You Should Be Following (even if you’re not on Twitter) by Nicereply, February 2, 2018

Customer Service Lessons from The Best 22 Toons of The Shepard Letter by Customer Guru, January 24, 2018

25 TOP CX blogs of 2017! by Shruti Sarkar, January 11, 2018

Five Customer Experience Blogs You’ve Got to Follow by Mike Dupuy, January 11, 2018

The 20 Best Business Books of 2017 by Tim David, HuffPost, January 9, 2018 

Top Business Speakers To Hire And See In 2018 by Steve Olenski, December 201, 2017

Customer Service Expert Shep Hyken on the Importance of Online Reviews and Consistent Customer Experience by Megan Wenzl, December 20, 2017  

ICMI’s Top 50 Thought Leaders of 2017 by The Editors, December 12, 2017

“Follow the Leader” Featuring Shep Hyken by CallCenter Weekly, November 29, 2017


What the biggest speakers at Dreamforce 2017 will be discussing by 

5 Lessons I Learned While Following Shep Hyken on Twitter by Stephanie Jones, October 24, 2017


Spotlight on CX: Shep Hyken, Author, The Amazement Revolution by Leo Bertelli, October 12, 2017 

Customer Service and Experience Expert Shep Hyken Interview by Mark Nicholson, October 3, 2017

Top Experts Create the Ultimate Customer Success Playbook by Andy Mura, October 3, 2017

What is good customer service? 4 experts weigh in by Suzie Blaszkiewicz, September 20, 2017

Top 9 Moments From Our Intelligent Contact Center Event In Chicago by Talkdesk, August 28, 2017

101 Customer Service Quotes To Better Your Business by Skip Prichard, August 28, 2017

5 Quotes That Explain What “Customer Experience” Means for the Marketer by Sesame Mish, August 24, 2017

Narvar Q&A with Industry Expert Shep Hyken: Part I by Heather Lohmann, August 17, 2017

Top 40 Customer Success Influencers by Tenfold, August 14, 2017

Why Focusing on the Healthcare Experience is Critical to Solving the Employer Healthcare Cost Problem by Dr. Eric Bricker, August 10, 2017

Shep Hyken on Customer Service and Outsourcing (Influencer Interview Series) by Infinit Contact, August 3, 2017

The future of service and how to amaze Millennials and Generation Z by IssWorld, August 2, 2017

These Two Little Tips are Making Contact Centers Rich by Jim Rembach, June 22, 2017

Top 50 Customer Service Blogs & Websites for Businesses by Feedspot, June 6, 2017

Service Spotlight: 1-on-1 with Shep Hyken, by Mike McCarron, Gladly. June 5, 2017

Not Just a Number: Using NPS to Improve Customer Experience by Jamie Yan, QuestionPro, June 5, 2017

Shep Hyken On Creating An Amazing Customer Experience (Interview) by Lauren Dowdle, Fieldbloom, May 11, 2017

Global Franchise’s Top 20 Keynote Speakers by Global Franchise magazine, April 26, 2017

Top 10 Customer Service Blogs to Follow in 2017 by Daniela Puzzo, Fonolo, April 19. 2017

Top 20 Retail Influencers You Must Follow by Brayden Gervan, iQmetrix, April 7, 2017

How travel and hospitality brands are using data to improve the customer experience by David W. Harrington, Telus International, April 5, 2017

Professional Speaker Interview Series: Shep Hyken Talks About Smiling and Dialing, Cultivating Discipline, and Staying in the Game by Caitlin Delohery, March 27, 2017

50 Social Media Marketing Influencers to Follow in 2017 #SMMW17 by Lee Odden, March 20. 2017

Save the data: why it’s time to start using customer analytics by Suzie Blaszkiewicz, March 17, 2017

Customer Service Reps Exposed: An Ongoing Cover Up by Jim Rembach, March 16, 2017

An Interview with the Customer Service Guru, Shep Hyken by Alessandra Ceresa, GreenRope, February 7, 2017

Is Your Retail Customer Experience Driving Customers Away? by Justin Guinn,  Software Advice, January 26, 2017

7 Habits of Highly Effective Professional Speakers by Caitlin Delohery, karmaCRM, January 25, 2017

Top 20 Customer Experience Leaders to Follow in 2017 by Monica Givati, Nanorep, January 19, 2017

ICMI’s Top 50 Thought Leaders to Follow on Twitter: 2016 Edition by ICMI editor, December 19, 2016

28 Experts Share Social Care Predictions for 2017: Part 1 by Dan Gingiss, Social Media Today, December 19, 2016

20 Customer Experience Influencers to Follow in 2017 by Customer Gauge, December 14, 2016

How Social Media Has Changed the Game for Customer Service by Dan Gingiss, Social Media Today, December 13. 2016

4 People You Must Follow If You Want To Get the Most Out of You in 2017 by Doug Sandler, December 4, 2016

Shep Hyken’s 5 Customer Service Opportunities for the C-Suite by Heather MacLean, November 23, 2016

12 Business Speakers To See in 2017 by Steve Olenski, November 2, 2016

The Customer Service Experience: Make it Easy by Tom Hoffman, TeleTech, October 2016

5 Ways to Improve the Customer Experience by Michael Bederka, NCR Silver October 5, 2016

The Future of Intelligent Self-Service Technology by Bill Colleran, September 29,2016

Intrepid in the Pursuit of Customer Loyalty by Robert Zoch, NICE, September 27, 2016

20 must-follow Twitter accounts for digital transformation news and opinions by Enterprisers Project, September 23, 2016

Shep Hyken on Providing Excellent Customer Service by Amber Kahwaji,  September 21, 2016

How to Help Seasonal Employees Provide Stellar Customer Service by Michelle Mavres, NCR Silver, September 20, 2016

Comcast Tops the Customer Service Wall of Shame While Amazon Shines in the Hall of Fame by Maria Minsker, August 26, 2016

Is Social Media Key To The Future Of Loyalty Programs: Interview With Shep Hyken by ShopSocially, August 26, 2016

Shep Hyken’s Steps for Improving Your Customer Service by Jose Manuel Arrias Zuleta, Smarp, August 16, 2016

7 Killer Resources for Customer Service Managers by Tamara Luzajic, Customer Experience Magazine, 

Six ways to make the most out of outsourced chat support for both customer service and sales, by TELUS International, August 11, 2016

The 30 Most Influential People in Social Customer Service, by Tami Frumkin, August 8, 2016

4 Takeaways from Our Google Hangout on the Voice Channel, by Fonolo, August 2, 2016

Let’s Talk Customer Experience! by Annette Franz, July 28, 2016

19 Customer Experience Influencers You Need to Follow Now by Ida Piker, CGS Inc., July 27, 2016

The Friday Five with Shep Hyken, Customer Service Expert by Conversational, July 22, 2016

The Art of Amazing Your Customers – 11 Powerful Customer Service Lessons by Vala Afshar, Huffington Post, July 19, 2016

3 Keys to Doubling Down on Customer Service Data by Andrew Gothelf, July 18, 2016

What Should Apparel Brands Consider Before Selling on the Amazon Marketplace? by Tara Johnson, June 15, 2016

16 Ways To Master Customer Success From Industry Leaders by Chargify, June 1, 2016

Ask a Customer Experience Expert: SHEP HYKEN by Kampyle, May 22, 2016

25 customer service books, blogs and influencers you need to know by Miruna Mitranescu, May 17th, 2016

9 Influencers Every Customer Service Pro Should Know by Cathy Reisenwitz, May 10, 2016

TBJA 254 How To Get And Keep Customers, Shep Hyken by Phoebe Chongchua, April 27, 2016

Is social media key to the future of loyalty programs: Interview with Shep Hyken by ShopSocially, April 29, 2016

Three Customer Service Trends Service Managers should Follow in 2016: Interview with Shep Hyken by Joanna Rotter, March 23, 2016

Monday Buzz: Fixing Customer Service Failures by Eli Zimmerman March 21, 2016

CX expert predictions: 10 trends driving the future of customer experience by Kelvin Claveria, March 14, 2016

What is customer experience? 18 industry experts weigh in by Spencer Lanoue, User Testing, March 9, 2016

Shep Hyken’s “Golden Rule of Employee Advocacy,” by Jose Manuel Arrias Zuleta, March 7, 2016

Top 40 Retail Blogs by Market Inspector, February 29, 2016

10 Tips for Building an Exceptional Customer Service Team by Erica Strother Marois, February 29, 2016

10 of the Best CX Resources Online by Matan Magril, LivePerson, February 8, 2016

Staying Up To Date: Using Technology In Marketing by Michelle Guilbeau, CBS Small Business Pulse, February 3, 2016

20 BEST Customer Experience blogs that you MUST follow by Vivek Jaiswal, Customer Guru, February 2, 2016

The Expert View: Top CX Trend for 2016 by 2020 Customer Experience Network, February 2,2016

50 Best Customer Service Blogs/Resources by nanoRep, January 26, 2016

The Vcare Top 50 Customer Care Influencers by Vcare, January 22, 2016

Your 2016 Business Reading List by Thomas White, C-Suite Network, January 11, 2016

25 C-Suite Speakers to Look for in 2016 by Thomas White, Meetings & Convention, January 7, 2016

The Most Valuable Customer Experience Blogs to Read in 2016 by Kampyle, January 6, 2016

How To Build Customer Loyalty For Life by Ray Stendall, December 29, 2015

Top Sales & Marketing Hall of Fame by Top Sales World, December 23, 205

16 Pieces of Expert Advice for Superior Customer Service in 2016 by Stephanie Jones, December 22, 2015

10 Customer Service Trends to Watch in 2016 by Tricia Morris, December 18, 2015

10 Must Reads for The C-Suite by Heather Maclean, December 18, 2015

Connecting Data to Customer Experience by Ishan Kumar, December 17, 2015

ICMI’s Top 50 Thought Leaders of 2015 by The Editors, December 8, 2015

CMO Perspectives by Ran Ofek, December 8, 2015

Tips for Crushing the Holiday Rush by Kodak Alaris, November 2, 2015

Follow These 10 Customer Service Influencers on Twitter Now by Stephanie Jones, October 23, 2015

“Do a Thousand Things Really Well.” Shep Hyken On Delivering Amazing Customer and Employee Experience. by QuestBack, October 15, 2015

A Guide to Using Twitter to Increase Audience Engagement by RealMatch, October 10, 2015

What Do Facebook’s ‘Reaction’ Buttons Mean For Brands? by Cassie Bendall, October 9, 2015

What’s the Best Way to Improve Customer Service? 63 Influencers Weigh In by Gigi Peccolo, October 6, 2015

The 15 Must-Follow Retail Twitter Accounts by Cara Wood, October 5, 2015

Weekly #CustServ Chats Bring Service Experts Together From Around the Twittersphere by Maria Minsker, October 2, 2015

Online Sellers’ Best Tips for Exceeding Customer Expectations by Lee Polevoi, October 2, 2015

Shep Hyken 30 Experts in 30 Days by Jason Berry, September 15, 2015

9 Business Authors You Gotta Know Who’ll Help Your Business Grow by Jon Schallert, September 11, 2015

Do your thing – What speakers learn from other speakers. by Fredrik Haren, August 31, 2015

In the Know: Tips from Customer Service Influencers by Stephanie Jones, August 28, 2015

Industry Experts Predict The Future Of Retail by John Ibbotson, August 21, 2015

How to Disrupt the Disruptors: An Interview with Shep Hyken, Part 2 by Tom Huston, August 18, 2015

The Entrepreneur’s Guide to World-Class Customer Service by John Bowen, Huffington Post, August 18, 2015

[SLIDESHARE] 12 Thought-Provoking Tweets on Customer Service by Pam Bednarczyk,

Are online marketplaces a retailer’s friend or foe? 8 experts weigh in by Kelsey Lindsey, August 12, 2015 

5 Must-Read Customer Service Blogs by Holly Chessman, August 11, 2015

Today’s Customers: What Do They Really Want? by Pam Bednarczyk,

How to Measure Customer Service Effectiveness by Collin Burke, July 28, 2015

Customer Service Hall of Shame by Michael B. Sauter, Sam Stebbins, & Thomas C. Frolich, 24/7 Wall St., July 23, 2015

25 Especially Inspiring and Empowering Quotes From Today’s Top Leaders by Lolly Daskal, July 20, 2015

Retail Subscription Models! Who’s doing what? [EXPERT ROUND-UP], Manthan, July 15, 2015

Peak Your Profit: Days that amaze, part 2, by Jeff Blackman, July 15, 2015

#465 | Shep Hyken Interview | Professional Speaker & Bestselling Author by The Legacy Project, July 10, 2015

[eBook] The Keys to Customer Service Excellence with Shep Hyken by Colin Burke, July 10, 2015

Peak Your Profit: Days that amaze, part 1, by Jeff Blackman, July 8, 2015

Customer Success is the Key to Business Success: An Interview with Shep Hyken by Erica Strother Marois, ICMI, June 30, 2015

14 experts on the biggest customer service challenges faced by businesses today by Bryan Collins, Sage CRM, June 30.2015

Top 25 Retail Industry Websites You Need to Read by Francesca Nicasio, Vend, June 30, 2015

Using Social Media to Create a Better Customer Experience by IBM Commerce, June 23, 2015

5 customer service fails that will make you squirm by James Thornton, June 23, 2015

Four Behaviours You Should Never See In Any Business by David Moffet, June 22, 2015

Keeping Social Care Real by Jodi Bart Holzband, Bloomfire, June 22, 2015

How Social Media Has Forever Changed Customer Service by Jodi Bart Hollband, Bloomfire, June 16, 2015

Should Bright House, Verizon customers be worried? by William R. Levesque, Tampa Bay Times, June 15, 2015

Why customer love matters: Inspiring quotes from 9 business leaders by Kevin Claveria, June 4, 2015

5 Customer Experience Tips (from Real Customers) by Paul Hoffman, IBM Commerce, May 26, 2015

Top 10 Customer Experience Influencers to Follow by Infinit Contact, May 25, 2015

How You Can Make a Good Company Great by Lori Alcala, CMSWire, May 19, 2015

Customer Service Pays, It Doesn’t Cost – An Interview with Shep Hyken by Marc Posser, May 15, 2015

How to Get More Free Twitter Followers: 30 Pro Bloggers Reveal their 10k+ Tribe Growth Secrets by Codrut Turcanu, May 8, 2015

5 Steps to Reduce Effort for Everyone in Customer Service [Webinar Recap] by Warren Miller, The Customer Edge May 5, 2015

The Top 7 Customer Service Thought Leaders To Follow On Twitter by CallCap, May 5, 2015

The State of Customer Service: It’s Not What You Think by Sachin Shenolikar, April 27, 2015

What is a Fully Engaged Customer? 12 Top Experts Weigh In. by SAP CRM, April 24,2015

Top Ten Customer Service Experts to Follow on Twitter by Tim Pickard, April 15, 2015

Top 10 Influencer in Customer Service by Mila, April 13, 2015

Top 25 Customer Experience Leaders (Plus 25 More to Watch) [Infographic] by Satmetrix, March 10, 2015

Loyalty programs: Free perks or nefarious ploy? by Christopher Elliott, USA Today, March 1,2015

Top 50 Retail Influencers by Vend, February 24, 2015

21 Can’t-Miss Customer Service Blogs, Twitter Accounts, and Associations and Conferences by Cathy Reisenwitz, February 19, 2015

Give Customers the Warm and Fuzzies on Valentine’s Day: 5 Ways by Francesca Nicasio, February 10, 2015

Loyalty programs: Free perks or nefarious ploy? by Christopher Elliott, USA Today, March 1,2015

Interview with Shep Hyken, Customer Service Author by Mike Schoultz, Digital Spark Marketing February 4, 2015

50 Customer Service Professionals to Follow on Twitter in 2015 by Witty Parrot, February 3, 2015

50 Customer Experience Blogs You Should Be Reading by NG Data, January 29, 2015

2015: The Year of Customer Service — Building a Positive Customer Experience with Shep Hyken, by Jessica Merritt, Online Reputation Management, January 9,2015

Top Twitter Influencers of 2014 by All4Service, Got Service Blog, January 9, 2015

100 amazing customer experience resources for 2015, Customer Thermometer,

Nine Customer Service Ideas You Can Apply Today To Kick Start Your New Year by David Moffet, Ultimate Patient Experience Blog, January 5, 2015

Forbes profiles yurbuds’ market presence amid industry giants by Brian Feldt, St. Louis Business Journal, December 22, 2014

Shep Hyken: A Guy Who Embraced Customers Before It Was Popular by Bill Sobel,, December 8, 2014

Journalist-Tracking Uber Exec Gets Vague Hand Slap by Katherine Noyes, TechNews World, December 2, 2014

Shep Hyken: 5 Customer Service Opportunities for the C-Suite in 2015 by Heather MacLean, November 19, 2014 Customer Service Interview With Shep Hyken (Part 2 of 2)with Graham Moreno, November 18, 2014

Is ‘Pay What You Want’ an Effective Sales Strategy? by Sachin Shenolikar, Real Business, November 12, 2014 Customer Service Interview With Shep Hyken (Part 1 of 2), with Graham Moreno, November 10, 2014

BankDhofar initiates drive to refocus business around customers’ needs,, November 5, 2014

“Amaze Every Customer Every Time” Best-Selling Author Shep Hyken Named November’s C-Suite Book Club Premier Author, Market Wired, November 4,2014

Top 10 Social Customer Service Influencers You Should Follow Today by Vit Horky, October 27, 2014

Bank Muscat committed to customer service excellence by Oman Daily Observer, October 22,2014

Top 30 Customer Engagement Influencers by Celia Brown, The Customer Edge, October 21, 2014

UltimatePatientExperienceBlog by David Moffet, October 20,2014 

Customer service dynamics in the age of social media by Lakshmi Kothaneth, Oman Daily Observer, October 15, 2014 

Customer Service can make or break businesses: Expert by 24x7news, October 14, 2014

7 Customer Service Lessons From the Companies That Do It Best by Kelly Spors, OPEN Forum, October 7, 2014 

Customer Service Is the New Marketing: Turning Satisfaction into ROI by Shay Moser, September 29, 2014 

The Top 15 Most Influential Customer Service Experts To Follow on Twitter by Christophe Primault, September 28, 2014

Customer Experience Matters. Thoughts from Expert, Shep Hyken, on Why it Rests on the Happiness of Your Employees. by Danielle Ungermann, September 24, 2014

Customer Service Is the New Marketing: Measuring and Turning Satisfaction into ROI by Aja Gabel, September 22, 2014

FTC Gives E-tailers Bad Shipping News by Katherine Noyes, September 19, 2014 

5 customer service lessons that storage facilities can learn from Comcast by Emmet Pierce, September 12, 2014

Is this really customer service? by Richard Mullins, September 7, 2014

Six Steps to Amazing Customer Service by Stacey Watkins, August 25, 2014

Neighborhood Vendors: How hyper-local businesses stay in business today by Robert Lerose, August 20, 2014

Words of Customer Service Wisdom from Shep Hyken’s Twitter [Slideshare] by James Patterson, August 15, 2014 

The Expert Guide to Building Trust Online by Jessica Merritt, August 12th, 2014 

ICMI’s Top 50 Contact Center Thought Leaders on Twitter by Erica Strother, August 6. 2014

14 Small Business Customer Service Insights from the Pros by Adam Ramshaw, August 5,2014

Hotel Bites Internet – Internet Bites Back by Katherine Noyes, August 4, 2014 

My Favorite Customer Service Blogs by Mike Schoultz, August 4, 2014

When customer service becomes self-service by Consumer Reports, July 2014

A Tribute to 5 Customer Service Gurus by Al Cuccinelli, July 23, 2014

Customer Service Hall of Fame by Douglas A. McIntyre, Alexander Kent, Alexander E.M. Hess, Thomas C. Frohlich and Ashley C. Allen, July 18, 2014

Customer Service Hall of Shame by Douglas A. McIntyre, Alexander Kent, Alexander E.M. Hess, Thomas C. Frohlich and Ashley C. Allen, July 18, 2014

Numero’s top ten customer service bloggers by Guy Colclough, July 15, 2014

A Tribute to Shep Hyken and the Customer by Elizabeth Dehn, July 3, 2014

Customer Anger Management, Do’s and Don’ts by Marta Wadsworth, May 30, 2014

Good Customer Service Paves the Way for Future Success by Laurie Humphrey, April 28, 2014

Customer Expert Series: Shep Hyken on a Winning Customer Experience by Wes Hayden, April 16, 2014

52 Tools From Shep Hyken To Inspire Amazing Customer Service by Jeremy Watkin, April 14, 2014

2014 Top 50 Most Active Influencers in #CX – Customer Experience by Hsin-Ju Chuang, April 11, 2014

Customer satisfaction, guaranteed? by Gemma Balmford, April 9, 2014

An Interview with Shep Hyken, One Amazing Author by Tara R. Alemany, March 19, 2014

The 11 Gurus of Customer Service by Marta Wadsworth, March 14,2014

Deliver The Kind Of Service By Which All Others Will Be Measured by Jeremy Watkin March 12, 2014

Customer Service Lessons: Amex by Jason Biddle

7 Customer Service Quotes for Your Company to Live by STELLAService, March 5, 2014

How Leaders make their companies Employee-Centric? by Tal Shnall, February 20, 2014

Tools to Deliver an Amazing Customer Experience by Annette Franz, February 18, 2014

6 Things We Can Learn From…Shep Hyken by Customer Service Guru, February 10, 2014

Businesses Lose $41B from Bad Customer Service: Here’s What to Do, by Noreen Seebacher, February 10, 2014

Customer Service vs. Customer Experience: Does Your Business Know the Difference? by Debbie Laskey, February 10, 2014

How YOU Can Service Clients Like the Ritz-Carlton, by Ben Newman, February 9, 2014

How to cope with cussing customers over the phone by John Egan, January 21, 2014

Lessons from an “amazing” evangelist by Michael Hess, January 21, 2014

Dealing With Customers Who Abuse Return Policies by Karen E. Klein, January 16, 2014

Top 60 Customer Experience Influencers by Jen Cohen Crompton, January 8, 2014

The Key to Delivering Amazing Customer Service by Maria Minsker, January 2, 2014

52 Tools for Delivering the Most Amazing Customer Service on the Planet by Soundview Executive Book Summaries,

The Top UX Predictions for 2014 by UX Magazine Staff, December 20, 2013

The Top UX Trends of 2013 by UX Magazine Staff, December 18, 2013

Must-Follow Marketing Minds On Twitter 2014 by Scott Goodson, December 17, 2013

Consistency Is the Key to Amazing Customer Service via CRM Buyer, December 5, 2013

The Future of Digital Engagement: Shep Hyken on Exceptional Customer Service [Series] via LivePerson, December 4, 2013

Big Data and Little Data Can Give You a Competitive Advantage via Inside CXM, December 3, 2013

The Holiday Rush is a Customer Service Opportunity Waiting to Happen via Inside CXM, December 3, 2013

The Secret Behind Customer Service via Hardware Retailing Sunday, December 1, 2013

The Tools To Deliver Amazing Customer Service Every Time – Interview With Shep Hyken by Adrian Swinscoe, November, 22, 2013

7 Tricks From 7 Online Magicians by Elisabeth Turner, Direct marketing News, November 07, 2013

Customer Service in the C-Suite by Shep Hyken, The CEO Magazine, November 5, 2013

What Healthcare (And Obamacare) Can Learn From A Hardware Store by John Nosta,, October 22,2013

The Customer Isn’t Always Right … And Why It Doesn’t Matter by Elizabeth Palermo, September 19, 2013

The Key to Stellar Customer Service? Look Around You: Q&A With Shep Hyken by Courtney Buchanan, September 9, 2013

Customer Experience Insights: Q&A With Author Shep Hyken by Kevin Leifer, September 4, 2013

PARKER: How to Ace customer service by Kaye Parker, August 23, 2013

Amaze Every Customer Every Time on 800 CEO Read, August 16. 2013

Everything’s Just Speechy: Exploring the Evolution of Voice and Text Analytics By Anna Papachristos, August 5, 2013

Soap Box: Shep Hyken by Meeting Goddess, August 1, 2013

The Top 100 Most Social Customer Service Pros On Twitter by Vala Afshar in The Huffington Post, July 25, 2013

Shep Hyken Q&A: Why Every Service Executive Should Work a Day in the Field, by Courtney Buchanan, July 22,2013

A Review Of “The Cult Of The Customer” By Shep Hyken, by Jeremy Watkin, July 17, 2013

Did THAT Just Happen? The Amazement Revolution, by Sarah Stealey Reed, Jul 17, 2013

Bye Bye, Burden: Letting Go of Customers That Bring Down Business, by Anna Papachristos, July 15, 2013

How and When to Fire a Customer, by Kambria Nagy, June 19, 2013

Book of the Month: Amaze Every Customer Every Time By Shep Hyken, by happy customer, a STELLAService Publication, June 18, 2013

Shep Hyken on Customer Service, Customer Experience, and Leadership by Pete Abilla, June 3, 2013

To Build a Customer Service Culture, Never Start With the Customer by Barry Moltz, May 6, 2013

Step-by-Step Guide: How to Win Over Angry Customers by Kambria Nagy, May 1, 2013

Seven Stellar Customer Service Bloggers by Jacob Grudger, April 17, 2013

Twitter Chat Recap: Shep Hyken on Solution-Based Customer Service by Megan Van Vlack, April 5, 2013

#CustomerService100 – Your nominations for the top 100 customer service Tweeters by Lara Doyle, 4th April 2013

“Customer Congruency” appeared in Plum Voice, March 25, 2013

Stooping to Excellence, By Melissa Breau in Pet Business, March 14, 2013

Round Up: How To Break Into The Speaking Business, Part Two! by Annie Jennings, March 2, 2013

May Your Experience Be Magical, by Jeremy Watkin, February 6th, 2013

Shep Hyken recognized for his Twitter savvy by Amir Kurtovic in the St. Louis Business Journal December 26, 2012

Top 100 Business, Leadership and Technology Twitter Accounts You Must Follow by Vala Afshar in Huffington Post December 23, 2012

Shep contributed to 3 Ways to Turn Holiday Shoppers Into Year-Round Customers as seen in Entrepreneur December 5, 2012

Business2Community’s “Future of Social Media: How It Will Impact Marketing, Sales, and Customer Service.” December 4, 2012

An Interview with Shep Hyken, Customer Service expert by Stefanie Amini on October 31, 2012

How customer service stories can fire up your staff! by Christopher Brown October 18, 2012

Sell More Online This Holiday Season By Karen E. Klein September 17, 2012

Nordstrom built on customer service by Christian Conte September 7, 2012

The Top 10 Most Influential Customer Service Experts To Follow
by Elke Schmitt  July 25, 2012

Customer service strategies – modern ones by Kimberley Chan on April 7, 2011

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