Shep Hyken

Shep Hyken is a customer service, customer experience, and customer loyalty expert and New York Times, Wall Street Journal, and USA Today best-selling author. His sales and customer service books, keynote speeches, and consulting engagements have made an indelible impact on the business world.

Shep Hyken’s background and expertise as a sales and customer service talent lies in helping businesses create meaningful, lasting customer relationships. Customer loyalty, customer service, and customer experience have driven his work and Shep has spoken on these topics, including customer service and customer loyalty, at hundreds of conferences and events across the globe.

In 1991, Shep Hyken founded his consulting firm, The Customer Focus. He and his team of coaches, speakers and customer service and customer loyalty experts have since helped organizations across industries and nations increase customer loyalty and enhance the customer experience.

Shep is the author of many books, including: Best-Selling Business Books “The Amazement Revolution”, “The Cult of the Customer”, and “The Loyal Customer”; Best-Selling Customer Service Books “Momentum - Igniting Excitement in Your Work and Life and Technical Support Best Practices; as well as “Unlock Your Yes”.

Shep’s best-selling books and conferences focus on the customer experience, customer loyalty, and customer service and draw from over 25 years of experience in the customer service industry, drawing insight from experience and case studies.

In “The Amazement Revolution”, Shep dives into the process of creating a customer focused culture within a business that stops customer churn, increases customer loyalty, and prevents customer complaints.

“The Cult of the Customer” focuses on the importance of customer loyalty, how to design loyalty programs and craft customer experiences that create customer loyalty and repeat business. “The Loyal Customer” touches on how to identify loyal customers who are more likely to refer new customers, buy the customer’s products into the future, and how to recognize the differences between customer loyalty and customer satisfaction.

In “Momentum...Igniting Excitement in Your Work and Life”, Shep focuses on the importance of creating a spark in the customer experience. He emphasises the power of building positive momentum in life, as well as understanding the customer experience factors.

Shep’s final book, “Unlock Your Yes”, focuses on customer service and customer success. He emphasizes the value of customer service training, coaching and certification, building engagement in customer service, and customer service development strategies which can have a significant impact on a customer’s experience.

The books and content written by Shep Hyken cover diverse topics and provide thought-provoking content to any executive, business leader or customer service professional. By reading and applying any of the knowledge in Shep’s literature, any business can easily increase customer loyalty and customer satisfaction, as well as build long-term relationships with customers.

From customer service training to customer loyalty programming, Shep Hyken continues to push the customer experience industry forward. His work to advance customer service and customer loyalty continues to impact companies worldwide - transforming customer relationships, creating successful customer service programs, and creating long-term, loyal customers that benefit companies for years to come.