IMPORTANT: 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. NOTE TO MEETING PLANNERS AND CLIENTS: Information about booking Shep, such as bio, introduction, A/V requirements and more, are at the bottom of this page.
Interested in seeing Shep in Action? Click here to view clips of Shep’s speaking presentations.
Creating an Amazing Customer Service Experience (“Moments of Magic,” Customer Loyalty, Internal Service and More)
While the title can be changed to meet the theme of the meeting, this is Shep’s general customer service program. Customer service and experience have become the focus of attention for most organizations around the world. Your customers no longer compare you to your direct competition. They compare you to the best service they have ever had. Topics in this presentation can include Moments of Magic®, creating the customer-focused culture, customer loyalty, internal customer service and more. Customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. Shep works with you to craft a customized presentation that is on target for your audience.
Amaze Every Customer Every Time
To get and to keep your customers you must deliver an amazing experience. In this fast-paced and content-rich presentation Shep will share some of the 52 “Amazement Tools” featured in the book of the same name. The audience will learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet. This is must-have information that will help transform your organization into a seriously customer-focused operation … with a serious competitive edge!
The Convenience Revolution
Today’s customers want a convenient and frictionless experience. Companies like Amazon and Uber disrupted their respective industries by being more convenient. But, you don’t have to disrupt your entire industry. Just disrupt your competition. Learn how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies to fuel your plan to create convenience for your customers. This may be one of your most important and powerful customer experience strategies.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Shep’s New York Times and Wall Street Journal bestselling book has turned into one of his most requested speeches. The Amazement Revolution is the culture that can drive any 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. Topics include creating a Membership Experience, building a culture of F.U.N., managing the After-Experience and more.
The Cult of the Customer: 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 companies 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.
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!)
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. For more information, click here.
What Attendees and Meeting Planners are Saying…
“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.”
“Employees were looking for a reason to laugh. You provided that opportunity. And, just as importantly, you delivered a strong message about the importance of customer service and the impact we can have on our business if we show our customers that they are important to us.”
“I would like to personally thank you for your enthusiasm and genuine interest in Applebee’s International … it was very entertaining, and yet you still sent a message to our participants.”
“Our management team felt your presentation was right on target. Your magic and message helped us cap off a very successful Managers Meeting.”
“I’ve been in ‘association work’ for more than twenty-four years and have hired a lot of speakers in that time. You did a tremendous job! When I polled the delegates at our convention on who their favorite speaker was, they overwhelmingly voted for Shep Hyken and asked that I have you back at some time in the near future.”
Shep’s Partial Client List
- Abbott Labs
- 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 Institute of CPA’s