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Shep Hyken

77 Podcast Episodes

Latest 1 May 2021 | Updated Daily

Weekly hand curated podcast episodes for learning

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Episode 275: Are Repeat Customers, Loyal Customers?!? with Shep Hyken, one of the foremost customer experience experts in the world

710 WOR Mind Your Business

Tune in to hear: Repeat customers vs. loyal customers – are they different?, How to build the “I’ll be back” culture and How to “wow” your clients!

57mins

14 Apr 2021

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Amaze Your Customers and Fans w/ Shep Hyken

Flip the Switch by EngageMint

Our guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  Shep works with companies and organizations that 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 "Amaze Every Customer Every Time," "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." Shep, KG, and David cover everything from designing an organization's purpose to how customer service has changed for the future due to the pandemic.-------Show Notes:(07:53) Learning customer service at age 12(11:02) “Without customers, you don’t have a business”(15:25) Marketing creates repeat customers; loyalty is a connection(18:49) Crafting genuine and transparent mission statements (21:46) Purpose statements in practice - lessons from the Ritz-Carlton and Disney(26:05) Creating mission statements that clearly articulate your values(29:51) Shep’s Six Simple Steps to Create a Customer Service Culture(31:52) Unpacking Step #3: Train It(37:16) The shortest customer service speech in the world(39:13) “I’ll Be Back - How to Get Customers to Come Back Again and Again” - Shep’s next book(43:55) Looking outside your industry for inspiration(45:15) Customer service is not a department, it’s a philosophy(47:23) Rapid Fire Questions-------Additional Notes:Purchase Shep’s BooksI’ll Be Back: How to Get Customers to Come Back Again and AgainThe Convenience RevolutionAmaze Every Customer Every TimeThe Amazement RevolutionThe Cult of the CustomerMoments of MagicThe Loyal CustomerBe Amazing or Go HomeShep’s Book Recommendations:The Effortless Experience by Matt DixonThe Experience Economy by B. Joseph Pine II and James H. GilmoreHow to Connect with Shep:https://hyken.com/ Shep’s Customer Service newsletterShep TV on YouTube-------Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

1hr 4mins

12 Mar 2021

Similar People

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Shep Hyken on Moments of Truth, “Truth Gap” and why employee engagement matters

Be Customer Led

It's not often you get to interview one of your heroes and an absolute legend in the customer experience space.I have been a Shep Hyken apostle since I was in CX Diapers many moons ago. So much learning from Shep over the years, whether through his books, his social media content, and speaking engagements.Shep talks about his journey to where he is today and what set him off to focus in this space.Shep and I cover Moments of Truth, his "Truth Gap" and why employee engagement is critical in the overall equation of success.We also cover how technology might be impacting our ability to stay close to the customer and where it's adding value.Such a great episode and we are grateful for Shep's time with us!

43mins

10 Mar 2021

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91: Speak Your Way to Cash Interview with Shep Hyken

Speak Your Way To Cash

In this episode Ashley speaks with Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.Shep works with companies and organizations who want to build loyal relationships with their customers and employees.In this episodes Hyken covers:•How he complements many different activities to generate constant revenue, with his speaking career being the core of all of them;•The importance of the right and strategically use of internet platforms like YouTube, LinkedIn, to get more awareness for your speaking career; and•The pricing strategy he follows to generate more revenue. You can learn more about him on:https://hyken.comConnect with him on LinkedIn:https://www.linkedin.com/in/shephyken/Check out his YouTube channel:https://www.youtube.com/user/shephyken-------------------------------------------------------------------------------------------------To Apply For Ashley’s Private Training For Speakers:https://www.ashleynicolekirkwood.com/... To learn more about Ashley and join her mailing list head here: https://www.ashleynicolekirkwood.com/... To learn more about Mobile General Counsel and book your legal audit head here: https://www.mobilegeneralcounsel.com/... To register for Mobile General Counsel's complimentary holiday party head here: http://ashleynicolekirkwood.com/holid... About Ashley: If you ever meet Ashley Kirkwood in-person you will feel her energy!She has a magnetic personality and truly cares for her clients! After graduating from Northwestern University Pritzker School of Law with honors, she started her career at one of the largest law firms in the world, Kirkland & Ellis LLP. While there, she tried cases on behalf of large insurance companies. She also landed in the pages of the American Lawyer after a hard-won victory in a federal civil rights jury trial! Soon after that trial, Ashley left Kirkland to work at another large law firm where she represented employers in employment discrimination and sexual harassment cases. It was there that Ashley decided that she wanted to represent emerging businesses in order to help them bulletproof their businesses!Ashley makes her expertise accessible by providing legal products for the busy entrepreneur! She frequently provides legal trainings open to all via her Facebook and Instagram accounts. She also has do-it-yourself legal classes such as Clapback with Contracts and Get The Tea On Trademarks!You might catch Ashley serving as an on-air legal correspondent for a local Chicago television network or speaking at a college or corporation! Ashley is committed not just to entrepreneurs, but also to students. She and her husband, Chris, run a nonprofit, The Kirkwood Foundation, where they teach students on Chicago’s West Side about high paying legal, medical and STEM careers. Whether Ashley is advocating for a billion dollar business or a solopreneur, she gives it all she’s got!

43mins

1 Mar 2021

Most Popular

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Off-Stage Revenue with Shep Hyken

Speakernomics

If COVID-19 has taught us anything as professional speakers it's that we need to make sure we have multiple ways of sharing our expertise and earning an income without traveling or speaking on a stage. What are your additional revenue streams? Shep Hyken, CSP, CPAE, has seven.On this episode of Speakernomics, Shep will discuss his seven income streams and how they help make sure he always sees an income, plus the easiest place to start to create more revenue opportunities for you: creating an online course.Key Takeaways: Think about how to make money off stage Build an online learning portal Who is Shep Hyken?Shep Hyken, CSP, CPAE is an expert in customer service who helps his clients get their customers to walk away having had an amazing experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

28mins

5 Jan 2021

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Off-Stage Revenue with Shep Hyken

Voices of Experience

If COVID-19 has taught us anything as professional speakers it's that we need to make sure we have multiple ways of sharing our expertise and earning an income without traveling or speaking on a stage. What are your additional revenue streams? Shep Hyken, CSP, CPAE, has seven.On this episode of Speakernomics, Shep will discuss his seven income streams and how they help make sure he always sees an income, plus the easiest place to start to create more revenue opportunities for you: creating an online course.Key Takeaways: Think about how to make money off stage Build an online learning portal Who is Shep Hyken?Shep Hyken, CSP, CPAE is an expert in customer service who helps his clients get their customers to walk away having had an amazing experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

28mins

5 Jan 2021

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Customer Experience Of The Future: What Businesses Are Doing Differently With Shep Hyken | Ep. 2

Business Done Differently with Jesse Cole

The current pandemic has forced businesses into the future, adopting existing innovations in technology such as virtual cashless systems and everybody doing Zoom meetings. It’s clear that we are not going back to the old normal. These technologies that we have adapted because of the forced change are going to be incorporated into the way we used to do business. On today’s podcast, Jesse Cole brings on customer experience guru Shep Hyken to talk about the future of customer experience and discuss some of the things he has been seeing that businesses are coming up with as part of their customer experience strategy or their overall product.Love the show? Subscribe, rate, review, and share!Here’s How »Join the Business Done Differently community today:findyouryellowtux.com Business Done Differently Facebook Business Done Differently Twitter Business Done Differently YouTube Do You Stand Out? Take The Yellow Tux Quiz

58mins

1 Jan 2021

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OneTAKE Live: Customer Service Magic With Shep Hyken

OneTAKE with Ian Barkin

“At the end of the day, be nice. Customers start with a problem. They want to be happy when it’s all over with. Anything in the middle — that can change all it wants to change.” – Shep Hyken  In this episode of OneTAKE Live, host Ian Barkin discusses customer service, customer experiences, and all the innovative new ways companies can start prioritizing convenience with Shep Hyken, chief amazement officer at Shepard Presentations, LLC.   These days, it’s not good enough to just meet the needs of your customers and call it a day — you have to truly amaze them if you want to see repeat business. Is your CX charting a path toward better? Or business as usual? Where should companies even begin?  To find out, we asked Shep Hyken. He’s a longtime expert who has dedicated most of his life to studying and creating outstanding CX, starting his first business as a magician at age 12. Since then, he’s spoken all over the world, written several insightful books, and authored countless impactful articles teaching business leaders and companies the transformative power of CX.   “People say, ‘Where do I start?’ And I say, “Why don’t you look at the journey that your customers take with you?’” Hyken says, emphasizing the importance of viewing customer service holistically. “What happens when they have a problem? What’s that journey look like? What does the repeat customer journey look like? So there’s multiple journeys, but when you start to look at that, you can say, ‘Okay. This is the way we’ve been doing it — is there a better way?’ Now we’re designing a better process.”  Join us to learn how reimagining your CX can help build long-term customers on OneTAKE Live!  Episode Resources SYKES Jobs.SYKES.com  Shep Hyken’s Website Shep.tv (YouTube) BeAmazing.tv Shep Hyken’s Books Amazing Business Radio (Shep Hyken’s Podcast) Shep Hyken’s Instagram Shep Hyken’s Recent Interviews Shep Hyken’s LinkedIn 

50mins

4 Nov 2020

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Exploring the Magic of Amazing Customer Service: Shep Hyken

First Contact: Stories of the Call Center

For our season finale here at First Contact, we welcome customer service and support expert extraordinaire - Shep Hyken. A true magician of the contact center space, Shep's been at it for over 40 years and has accumulated a wealth of knowledge. He's got his own TV Show - Be Amazing or Go Home - and he's a New York Times and Wall Street Journal bestselling author, with countless books already published. Get excited an amazingly funny & extremely entertaining expert of the support and experience world. This is First Contact: Stories of the Call Center, Episode 10 of Season 1.

1hr 1min

23 Oct 2020

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Beyond Technique: Shep Hyken discusses how to be proactive and build customer loyalty

Photofocus Podcast

Welcome to Beyond Technique, the podcast that empowers photographers to bring their businesses to the next level, brought to you by Platypod, Photofocus and Skip Cohen University. Today we chat with customer service expert Shep Hyken about effective ways photographers can be proactive and build customer loyalty! Check out Platypod: The world's most compact tripod for photographers and filmmakers! We discuss: How Shep got started in his customer service career Opportunities to build customer loyalty Examples of ways photographers can pivot their business How a photographer's emotional connection with their clients can be an advantage The importance of being proactive (instead of reactive) in today's climate Opportunities small businesses have right now, and a possible advantage they have over large business Advice for photographers just starting out right now Shep can be found at: Hyken.com Be sure to let us know if you have any thoughts or questions in the comments section. We do our best to answer all questions in a timely manner. Have suggestions on future topics you want us to cover? Email us: Skip Cohen: skip@mei500.com Chamira Young: chamira@photofocus.com You can be the next guest on our podcast Do you have an idea for a topic or want to hear from your favorite photographer or influencer in our industry? Send an email to skip@mei500.com or chamira@photofocus.com, with the subject line BEYOND TECHNIQUE IDEA. Then write a brief description of your topic or idea. If you are recommending someone, please include their name, contact information and state if you would like to be a guest host. Share This Podcast! Please share this podcast with your friends and subscribe via iTunes.

37mins

16 Sep 2020

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