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Shep Hyken

98 Podcast Episodes

Latest 26 Nov 2022 | Updated Daily

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Creating Loyal Customers with Shep Hyken

Retain: The Customer Retention Podcast

For the first ever episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations, LLC. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and has worked with a plethora of companies to help them build deep, loyal relationships with their customers and employees.On the show, Shep and Lauren discuss the importance of building an emotional connection with your customers, how crucial it is to give your customers the service they expect, and why companies need to avoid obsessing over longevity and instead focus on the next time, everytime.To find out how you can turn visitors and occasional buyers into loyal, life-time customers, head to Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.so


1 Nov 2022

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220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken

The Customer Experience Podcast

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.  Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?  In this episode of our Human-Centered Communication expert series (which originally aired on September 3, 2021), Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.  Join us as we discuss: Why customer service is a philosophy of mind How to differentiate between repeat business and loyalty What the common loyalty killers are How to hire to avoid apathy Ways to leverage presentation skills to define success  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.


20 Sep 2022

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Ep. 31- How to Get Customers to Come Back Again and Again with Shep Hyken

Digital-First Leadership

In this episode of the Digital First Leader Podcast, Richard and Shep Hyken, a customer service experience expert, a Wall Street Journal and New York Times best-selling author, and an award-winning keynote speaker, talk about customer experience.In Shep's newest book, "I'll Be Back -  How to Get Customers to Come Back Again and Again," the point is clear: rather than just measure satisfaction scores, which are very important history lessons, take a look at what's happening right now and in the future with the behavior of your customers. Today's episode includes analyzing your customers' behavior, the difference between repeat customers and loyal customers, the importance of a company having a social cause the consumer values, and much more. Listen in to learn how to level up the customer service experience in your business.To learn more about Shep and download a free research report, visit HYKEN.com.For more valuable tips on mastering the language of social media, subscribe to our newsletter at BlissPointconsult.com. If you'd like to stay in touch, feel free to add Richard on LinkedIn and join the conversation.Host: Richard BlissGuest: Shep HykenPodcast Manager: Kimberly SmithFind Richard Bliss on LinkedIn: https://www.linkedin.com/in/bliss/Find Shep Hyken on LinkedIn: https://www.linkedin.com/in/shephyken/


6 Sep 2022

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Improving Customer Service with Thought Leadership | Shep Hyken and Shane Green | 422

Leveraging Thought Leadership

If you thought a global pandemic would dim the lights of customer service - you thought wrong!   Customers still want answers to questions, friendly assistance, and solutions for their problems. But one thing is changing: the way we deliver answers and solutions.   To take a deeper look at the customer experience, and how employee satisfaction relates to it, I’ve invited two good friends to join me in conversation. Shep Hyken is a customer service and experience expert, keynote speaker, bestselling author of I’ll Be Back: How to Get Customers to Come Back Again & Again. Shane Green is a culture consultant for Fortune 500 companies, and Founder and President of SGEi, a company that helps customer-focused organizations develop a culture that attracts the right people and retains top talent longer. We start our conversation by discussing the way reliance on virtual meetings has created new pressure on speakers, and how the speaking industry has changed. Shep and Shane share why many organizations are likely to keep the bulk of their company-wide meetings virtual, and how that has put pressure on speakers not only to entertain but also to provide actionable advice. As part of the changes to the workforce, we’ve experienced The Great Resignation - which Shane feels is more of a "A Great Reshuffling." He states that more than 80% of employees who quit their job during this period were looking either for better payment or for a better culture. It's simply true that companies with higher employee satisfaction have higher customer satisfaction. Shep and Shane explore how a strong, well-communicated company vision can increase employee satisfaction, especially when supported by proper training. Companies need managers and leaders who role model that vision, and they need to celebrate the times when that vision translates into meaningful goals. Company culture is the combined attitude of the hearts and minds of an organization's employees. If you want to raise your company  - and it's culture - to new heights. you’ll want to listen to this episode!   Three Key Takeaways: *  Thought leadership practitioners delivering a keynote need to tell a good story, but also ensure that their content is actionable right away. *  People have a need to collaborate and learn, so webinars need to be far more interactive, and contain more than simply a lecture. *  Research and surveys must always be updated. The information you had five years ago may not be relevant today.


25 Aug 2022

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118. How To Create Loyalty and Amazing Customer Experiences with Guest Expert & Author: Shep Hyken

Creative Shop Talk with Wendy Batten

The worst thing that can happen when you ask is they say no. Well, my guest today said YES! I am thrilled to introduce our featured guest expert, author, and speaker: Shep Hyken. Shep knows retail and is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author.  We talk a lot about the customer experience and customer loyalty in my Retailer’s Inner Circle program, and Shep’s books are always suggested reading. His teachings focus on building loyal customers, how to be just a little better than average, and how that can help shop owners have an advantage over the big box competitors and even thrive, not just survive. We talk everything from: His many books and the lessons inside The importance of community involvement Local advertising & marketing Hiring staff and including them in the customer experience Customer Behavior (CSAT) The top reasons customers come back The customer journey map (and a great exercise for you to do) This is an episode you do NOT want to miss - so get your pen and paper ready, share this episode with a biz buddy, and listen closely. Learn the what and how of your awesome responsibilities of providing an amazing experience for your customers. “Customer service, it’s not a department. It’s a philosophy.” - Shep Hyken Full show notes here  https://wendybatten.com/118/


1 Aug 2022

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I'll Be Back With Shep Hyken

The Successful Pitch with John Livesay

How do you get your clients to say, “I’ll be back”? Renowned customer service and experience expert Shep Hyken believes that delivering an amazing experience is what keeps customers coming back for more. With this in mind, Shep has managed to work with companies and organizations that want to build loyal relationships with their customers and employees. He sits down with John Livesay in today’s episode to share how his upbringing instilled in him the values that are essential in the service industry. Listen in and learn more as Shep discloses his secrets on how to turn repeat customers into loyal customers. https://quarterly.ai/ - The Pitch Whisperer in your pocket   WANNA HOST YOUR OWN PODCAST? Click here to see how my friends at Podetize can help   GET YOUR FREE SNEAK PEEK OF JOHN’S NEW BOOK BETTER SELLING THROUGH STORYTELLING Better Selling Through Storytelling   JOHN LIVESAY, THE PITCH WHISPERER SHARE THE SHOW Did you enjoy the show? I'd love it if you subscribed today and left us a 5-star review! Click this link Click on the 'Subscribe' button below the artwork Go to the 'Ratings and Reviews' section Click on 'Write a Review' Love the show? Subscribe, rate, review, and share! Here’s How » Join The Successful Pitch community today: JohnLivesay.com John Livesay Facebook John Livesay Twitter John Livesay LinkedIn John Livesay YouTube


20 Jul 2022

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1073: A Great Customer Experience Creates Loyalty, with Shep Hyken

Sales Enablement Podcast with Andy Paul

Shep Hyken is the Chief Amazement Officer of Shepard Presentations, an NYT bestselling author, and keynote speaker who helps companies deliver amazing customer service experiences. His latest book is called I'll Be Back: How to Get Customers to Come Back Again and Again which talks about operationalizing a great experience that gets customers to tell sellers, "I'll be back." Shep discusses how to deliver exceptional customer service throughout the buyer's journey, deliver that consistently, and ultimately produce loyal customers.HIGHLIGHTS● The moment of truth: Create a positive experience for customers● Customers remember you through Peaks and Ends● Loyalty and operationalizing a great customer experience● Know your script well enough to go off-script QUOTESShep: "Customer service is not a department, it's a philosophy. It's part of everybody's job, whether it be an internal customer or external. But for a salesperson, the salesperson's job is to build a relationship, to create an experience that makes the customer say ‘Hey, I want to do business with you’.”Shep: "This is what we're looking for—service sensitivity or service awareness. We want people to recognize the opportunities they have to create that positive experience."Shep: "We need to know our material, our sales pitch if you will, so well that we can go off-script when the customer decides to ask a question that maybe no other customer has ever asked before or in a way that allows us to really get a little bit more information and insight from the customer so that we can do a better job of refining the rest of that pitch to meet their needs." Find out more about Shep in the links below:● LinkedIn: https://www.linkedin.com/in/shephyken/● Website: https://hyken.com/ More on Andy:Connect on LinkedInGet Andy's new book "Sell Without Selling Out" on AmazonLearn more at AndyPaul.com Sponsored by:Revenue.io | Unlock exponential growth with an AI-powered RevOps platform | Revenue.ioScratchpad | The fastest way to update Salesforce, take sales notes, and stay on top of to-dos | Scratchpad.com Blueboard | World’s leading experiential rewards & recognition platform | Blueboard.comExplore the Revenue.io Podcast Universe:Sales Enablement PodcastRevOps PodcastSelling with Purpose Podcast


7 Jul 2022

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The one statistic that matters most is if the customer comes back! NYT Best-Selling Author, Hall of Fame speaker Mr Shep Hyken!

Become your own Superhero

Meet Shep Hyken! he is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.When you hire Shep to present a customer service or customer experience speech, your audience will leave with tools, ideas and concepts that they can put to use immediately. Shep combines important information with an entertaining and engaging style to create exciting programs for his audiences. Shep promises to deliver one of the most exciting and memorable speeches you and your audience will ever experience!https://hyken.com/Everything you'll ever need to know about Laban Ditchburn is found here (including his amazing book Bet on You).https://linktr.ee/LabanDitchburnSupport the showYour host is Laban Ditchburn aka "World's Best Courage Coach". Have you read Laban’s book? Bet on You - (it’s awesome!). Bet on You - Paperback, Kindle and Audiobook (in my voice!). I love to connect in person, but until then you’ll find your favourite social media via the link below! https://linktr.ee/LabanDitchburn


1 Jul 2022

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Create An Amazing Customer Experience with Shep Hyken

Digital In Chemicals

Shep Hyken joins Jeff to discuss the importance of a seamless, enjoyable customer experience from finding the product to completion of service and how chemical suppliers can evolve their approach to meet the expectations of today's customers.


1 Feb 2022

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040 Shep Hyken: How to Keep Your Clients Happy - A Guide to World-Class Customer Experiences

Ignite Your Estate Agency

It seems like January is customer experience month on the Ignite Your Estate Agency podcast...That's because it's something we're super passionate about at both Firewave and AshdownJones.And this week we've got a complete and utter LEGEND joining us as a guest.Shep Hyken, a world-leading EXPERT on customer service experiences, who lives by the mantra: "Your customers no longer compare you to your competitor. They compare you to the best service they ever had… from anyone."As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.You can find out more about him at hyken.com, where you'll also find links to his incredible books.Plus! Don't forget to claim your FREE Firewave gift, just go to: www.fire-wave.co.uk/freegift


28 Jan 2022