Shep Hyken

Help teams create better customer experiences, strengthen loyalty, engage employees, and apply practical strategies that support business growth.

Organizations can deliver tailored virtual event programs in live or prerecorded formats, with interactive conversations and promotional content shaped around their audiences and goals.

Help teams deliver more consistent customer service, strengthen customer loyalty, and build a customer-focused culture through customized, practical workshops.

Build customer-focused cultures and strengthen customer and employee relationships with practical, on-demand training available anytime and anywhere.

Use customer research and practical findings to better understand customer expectations and make more informed service and experience decisions.

Get weekly customer service and CX guidance to stay informed and create amazing customer experiences.

Learn practical ways to create customer experiences and a customer-focused culture that encourage repeat visits and build customer loyalty.

Learn ways to make customer experiences more convenient, helping businesses stand out, earn loyalty and referrals, and encourage customers to do more business with them.

Helps organizations build customer-focused cultures and deliver amazing service consistently, giving them a competitive edge and helping create customer loyalty.

Help your organization build a customer-focused culture, create amazing customer and employee experiences, and strengthen loyalty.

Helps organizations build customer-focused cultures that create amazing experiences and turn satisfied customers into advocates for the business.

Help everyone in your organization deliver excellent customer service, strengthen relationships, and keep customers coming back.

Learn how to create customer loyalty and encourage customers to return through an entertaining story and seven study questions.

Apply seven practical habits to build trust, strengthen relationships, improve customer interactions, and pursue success in business and life.

Customer service and CX keynote speaking

Shep Hyken delivers engaging, customized keynote presentations on customer service, customer experience, customer loyalty, employee engagement, and the future of CX. Each presentation is tailored to the audience, industry, event theme, and business goals, combining research, real-world insights, and practical strategies audiences can put into action. Topics include creating memorable experiences, making it easier to do business, strengthening employee experience, using AI in CX, and maintaining consistent service in challenging times.

• Tailor Ideas To Your Event
  Receive a presentation shaped around your audience, industry, event theme, and business goals, so the content addresses your organization’s specific priorities.
• Create Memorable Experiences
  Help teams create experiences that stand out, meet customer expectations consistently, and give customers a reason to return.
• Apply Ideas Immediately
  Give audiences concrete strategies and actionable ideas they can take back to their teams and begin using after the presentation.
• Build Loyalty And Growth
  Explore how better customer experiences can build loyalty and help organizations differentiate themselves and drive business growth.
• Make Business Easier
  Help organizations reduce friction and make it easier and more convenient for customers to do business with them.
• Engage And Retain Employees
  Show how supporting and engaging employees can strengthen customer experiences while helping organizations retain their best employees.
• Balance AI With Human Connection
  Help organizations consider how to use AI and automation to make service faster and easier while preserving human interaction where it matters.
• Build A Customer-Focused Culture
  Encourage teams across the organization to take responsibility for customer service and create dependable experiences that strengthen customer relationships.
• Maintain Trust During Change
  Give audiences strategies for staying customer-focused, supporting employees, and delivering consistent experiences amid difficult business conditions.
• Engage Your Audience
  Deliver customer service and CX ideas through an engaging, high-energy keynote experience.

Virtual Presentations

Shep Hyken offers customized virtual programs for events, adapting presentations to the audience, theme, and event goals. Options include livestream and prerecorded presentations, fireside chats, virtual interactions, webinars, reverse podcasts, and small-group Eat-and-Speak conversations. Programs can include interviews, Q&A, discussion, and promotional content such as a pre-event video, prerecorded interview, or repurposed articles. Prerecorded keynote-style presentations are recorded in Shep’s studio and edited with graphics and B-roll.

• Tailor Programs To Event Goals
  Align the presentation with the event’s audience, theme, and goals through a customized program.
• Deliver Presentations Live
  Present a live virtual program for an event, drawing on Shep’s high-energy presentation style.
• Present Edited Recorded Keynotes
  Offer a studio-recorded keynote-style speech edited with graphics and B-roll, or select a prerecorded version of formats that support it.
• Combine Presentations With Discussion
  Pair a short presentation with an interview, Q&A, and discussion in one virtual event program.
• Discuss Client-Selected Topics
  Create an informal conversation between Shep and organizational leadership around a topic selected by the client.
• Balance Slides With Interaction
  Combine a more presentation-led program with slides and interactive discussion, an interview, and Q&A.
• Extend Event Promotion With Content
  Add promotional materials to the program, including a pre-event video, a prerecorded promotional interview, or repurposed articles.
• Promote Events Through Interviews
  Use a client-led interview with Shep as a guest to discuss speech-style topics and promote an upcoming program.
• Host Exclusive Virtual Conversations
  Bring a small group together for a virtual meal-time conversation guided and facilitated by Shep.

Customer Focus workshops

Customized live customer service workshops and seminars that help organizations build a customer-focused mindset and culture. Delivered on-site or virtually, the training uses facilitated exercises and discussions tailored to the organization, its employees’ roles, and its needs. Programs range from shorter sessions and a one-day workshop to a four-part corporate series and full-year or multi-year programs. Workshop content covers customer interactions, problems and complaints, behavioral styles, internal customer service, and service and process improvement.

• Tailor Training To Your Organization
  Receive workshop content and facilitated activities shaped around your organization’s objectives, concerns, opportunities, and participants’ roles. Advance preparation helps align the training with the goals you set for it.
• Strengthen Service For Internal And External Customers
  Build a customer-focused mindset across the organization and help employees improve relationships with both external customers and internal colleagues who depend on their work.
• Choose A Convenient Delivery Format
  Bring live training to your location or use a virtual platform. Choose a full-day workshop or a shorter session to suit your organization’s needs.
• Improve Customer Interactions And Problem Handling
  Explore practical approaches to customer interactions and handling problems and complaints through workshop topics, activities, and discussions.
• Build Loyalty And Encourage Repeat Business
  Develop a customer service culture intended to turn satisfied customers into loyal customers and increase sales to existing customers.
• Select A Program That Fits Your Needs
  Choose a single session or a program delivered over time. The four-workshop corporate series spaces training across approximately four to six weeks between sessions, supporting the application of strategies and development of a service and loyalty culture.
• Adapt Your Approach To Different Styles
  Learn about behavioral styles and how to adapt interactions to different styles. The workshop also addresses internal customer service, recognizing that colleagues within the organization are customers too.
• Apply Strategies For Service And Process Improvement
  Use workshop strategies, review, and an action plan to address service, quality, and process improvement and to support a sustained customer service culture.
• Encourage Customer Advocacy
  Excellent customer service can help customers become advocates for the company and create word-of-mouth advertising.
• Reduce Employee Turnover
  Developing a customer service-focused culture is intended to help reduce employee turnover and contribute to a better working environment.

Shepard Virtual Training

Shepard Virtual Training is a web-based, on-demand customer service and customer experience training solution for individuals and organizations. Its courses teach practical strategies for building customer-focused cultures, managing customer interactions and complaints, and creating amazing experiences for both internal and external customers. Learners can access training anytime and from anywhere, while organizations can track, measure, and monitor employee progress. Course packages cover topics from customer focus and leadership to the Seven Amazement Habits.

• Develop Practical Customer Service Skills
  Learners can study practical customer service and customer experience strategies, from handling complaints to creating memorable customer interactions.
• Learn Anytime And From Anywhere
  On-demand access lets learners engage with training when and where it suits them.
• Build A Customer-Focused Culture
  The training helps organizations develop a shared customer service philosophy and build relationships with both external customers and colleagues.
• Monitor Employee Training Progress
  Organizations can track and measure employee progress throughout the training program using the platform's accountability features.
• Choose A License For Your Needs
  Individuals can purchase training for personal access, while organizations can license training for participants across locations.
• Train Employees Across Every Role
  The programs are intended for employees across positions and responsibilities, including those who serve internal customers rather than external customers.
• Fit Training To Your Needs
  Organizations can select virtual training packages that are individualized to fit their needs or budget.
• Access Monthly Bonus Training
  The all-courses individual license includes monthly bonus content for continued learning in customer service and customer experience.

Achieving Customer Amazement Study

Shep Hyken’s Achieving Customer Amazement Study is annual research on customer preferences, habits, and wants. It is designed to help organizations better understand their customers and make more informed decisions about customer service and customer experience initiatives. The 2026 study surveyed 2,226 U.S. adults, with findings available through a downloadable report, research pages, and infographics.

• Understand Customer Preferences
  Explore annual research into customer preferences, habits, and wants to gain a clearer understanding of what customers expect.
• Make Better CX Decisions
  Use the study’s customer insights to inform decisions about customer service and customer experience initiatives.
• Review Survey Findings
  Explore findings from the 2026 survey of 2,226 U.S. adults, providing consumer perspectives on customer service and customer experience.
• Access The Research
  Get instant access to the 2026 research PDF without providing an email address.
• Explore CX Research Topics
  Review research across customer experience topics, including trust, AI, loyalty, generational differences, convenience, personalization, wait times, and customer expectations.
• View Research Infographics
  Access downloadable infographics that present insights from the annual customer experience and customer service research. New infographics are added regularly.

The Shepard Letter

The Shepard Letter is Shep Hyken’s weekly newsletter featuring customer service and customer experience insights, strategies, trends, and a cartoon. It is delivered to subscribers by email every Wednesday and shares expert advice to help readers stay ahead of the customer service and CX curve and create an amazing customer experience.

• Stay Ahead Of The CX Curve
  Regular insights, strategies, trends, and expert advice help readers keep up with the customer service and CX curve and learn how to create amazing customer experiences.
• Receive Insights Every Wednesday
  Subscribers receive the newsletter by email every Wednesday, providing a regular delivery of customer service and CX content.
• Add A Cartoon To Your Weekly Reading
  Shep Hyken’s cartoon adds a lighthearted element to the newsletter and is described as something that will almost always make readers smile.

I’ll Be Back

I’ll Be Back is a 240-page hardcover book by customer service and experience expert Shep Hyken about turning customers into repeat customers and repeat customers into loyal customers. It presents tools, tactics, and strategies for building a customer-focused culture and delivering experiences that encourage customers to return. The book covers customer retention, personalization, self-service and digital customer service choices, loyalty programs, and common loyalty killers. A downloadable companion workbook is available.

Category: Business Books

• Encourage Customers To Return
  Apply the book’s guidance to shape customer experiences that give people a reason to come back and become repeat customers.
• Align Everyone Around Customer Experience
  Help leaders and employees understand their shared responsibility for customer service and support a culture focused on experiences that keep customers coming back.
• Track Customer Retention
  Use the book’s guidance on monitoring a trackable customer trend to help leaders focus on whether customers are returning.
• Identify Customer Loyalty Killers
  Review ten factors described in the book as potential threats to customer relationships and loyalty.
• Understand Customer Loyalty
  Distinguish customers who return from customers who are loyal, and better understand the customer relationships the book aims to help organizations develop.
• Personalize Customer Experiences
  Explore ways to personalize the experience customers receive, an approach included among the book’s strategies for encouraging them to return.
• Expand Digital Service Choices
  Learn why organizations should establish or expand self-service and digital customer service options as part of their customer experience.
• Evaluate Loyalty Programs
  Understand the book’s discussion of why most loyalty programs do not create customer loyalty and consider customer loyalty beyond a program.
• Use The Companion Workbook
  Download the IBB workbook as a companion resource while exploring the book’s customer experience tools, tactics, and strategies.

The Convenience Revolution

The Convenience Revolution is a 207-page hardcover book by Shep Hyken about using convenience to reduce friction, differentiate a business, and create customer loyalty. It presents six strategies for creating convenience, supported by examples and case studies from businesses across industries, from Fortune 50 companies to small local businesses. The book also includes a chapter on how individuals can be more convenient.

Category: Business Books

• Differentiate Your Business Through Convenience
  Use convenience to raise the customer experience bar and stand apart from competitors.
• Apply Six Strategies To Create Convenience
  Learn six strategies for making the customer experience simpler and more convenient.
• Reduce Friction In Customer Experiences
  Make it easier for customers to do business by reducing friction in their experience.
• Build Customer Loyalty Through Convenience
  Create experiences that make customers more likely to choose a business again.
• Learn From Cross-Industry Examples
  Explore examples and case studies from businesses of different sizes and across industries.
• Encourage Customer Referrals
  Make the experience convenient enough that customers are more likely to recommend the business to others.
• Apply Convenience Strategies As An Individual
  Explore how the book’s focus on convenience can apply to individuals as well as businesses.

Amaze Every Customer Every Time

A 240-page hardcover book by customer service expert Shep Hyken, featuring 52 proven Amazement Tools to help organizations become seriously customer-focused and create amazing customer experiences. The tools are organized into five tactical categories: leadership, culture, face-to-face interactions, competitive edge, and community. The book uses Ace Hardware as a role model and includes a downloadable workbook.

Category: Business Books

• Apply 52 Practical Service Tools
  Use 52 proven Amazement Tools to guide employees and organizations in delivering amazing customer service and creating better customer experiences.
• Engage Every Employee In Service
  Help people at every level recognize their role in creating a customer-focused organization and delivering an amazing customer experience.
• Build Service Across Five Areas
  Explore tools organized around leadership, culture, face-to-face interactions, competitive differentiation, and community contributions.
• Learn From An Established Role Model
  The book uses Ace Hardware as a practical example of a company with a long-standing customer service track record and customer-focused culture.
• Use A Companion Workbook
  Access the downloadable workbook as a companion resource to the book.

The Amazement Revolution

The Amazement Revolution is a 224-page hardcover book by bestselling author Shep Hyken, presenting seven customer service strategies for creating an amazing customer and employee experience. Hyken explains how organizations of any size can build a culture focused on exceptional customer service and greater customer and employee loyalty. The book uses examples from fifty role-model companies to show how its strategies can be implemented immediately.

Category: Business Books

• Create Amazing Customer And Employee Experiences
  Use the book's seven strategies to shape customer service around the experience of both customers and employees.
• Make Customer Service Everyone's Responsibility
  Build a company culture in which every person and aspect of the organization supports and lives the vision for amazing customer service.
• Apply Strategies With Real-World Examples
  Learn from examples drawn from fifty role-model companies and see how the strategies can be put into practice in organizations of different sizes.
• Treat Customers Like Members
  Apply a membership mindset to how your organization serves the people who do business with it.
• Support Employee Fulfillment And Loyalty
  Consider how employee fulfillment and enjoyment can contribute to loyalty toward the organization and its customers.
• Build Stronger Customer Partnerships
  Develop relationships that position your business as a partner to customers, not simply another vendor.
• Hire For Your Customer Service Mission
  Use hiring processes that support the customer service mission your organization seeks to deliver.
• Create A Positive Post-Purchase Experience
  Extend the customer experience beyond the transaction with a memorable, positive interaction after customers do business with you.
• Build A Community Of Customer Advocates
  Encourage loyal customers to share their enthusiasm for your organization with friends and associates.

The Cult of the Customer

The Cult of the Customer is a 268-page paperback by Shep Hyken about building a corporate culture that cares for employees and customers and creates customer evangelists. Using stories from companies that have built cultures rooted in amazement, the book explains how they did it and how organizations can apply the approach to create amazing customer experiences and turn satisfied customers into advocates.

Category: Business Books

• Turn Satisfied Customers Into Advocates
  Learn how to create a culture that encourages customers to recommend and speak positively about the company.
• Build A Culture Focused On Care
  Apply the book’s culture-focused approach to tending to both employees and customers, supporting the experiences that lead to customer evangelism.
• Apply Lessons From Company Stories
  Use examples of companies that have achieved this level of customer-focused culture to understand the approach and how to put it into practice.
• Access A Downloadable Workbook
  Use the companion workbook alongside the book’s guidance.

Moments of Magic

Moments of Magic is a 156-page hardcover book by Shep Hyken, rewritten with updated stories and examples. This clear, easy-to-read guide offers information, techniques, and stories to help people in any job deliver excellent service to internal and external customers. Its chapters cover Moments of Truth, Misery and Magic, building stronger relationships, handling complaining customers, and meeting and exceeding expectations. The book presents simple, direct guidance that readers can implement immediately.

Category: Business Books

• Apply Customer Service Ideas Immediately
  Use the book’s simple, direct information and techniques as practical guidance that can be implemented immediately.
• Improve Service For Every Customer
  Help people across an organization understand how to provide excellent service to both colleagues and external customers.
• Turn Service Moments Into Magic
  Explore the book’s concepts of Moments of Truth, Misery and Magic to help make customer service interactions more positive.
• Build Stronger Customer Relationships
  Apply the book’s customer service guidance to build stronger relationships and help keep customers.
• Handle Complaining Customers
  Use the book’s coverage of complaining customers to inform how you approach customer complaints.
• Meet And Exceed Customer Expectations
  Learn about meeting and exceeding expectations as part of delivering excellent customer service.
• Learn From Updated Stories And Examples
  Read updated stories and examples that accompany the book’s information and techniques.

The Loyal Customer

The Loyal Customer is a 64-page paperback that presents a direct lesson on creating customer loyalty through the entertaining story of Frank, a successful cab driver. Frank understands that satisfied customers may give him a tip, while loyal customers call him whenever they need a cab. Seven study questions follow the story to help readers take their business to a higher level.

Category: Business Books

• Build Lasting Customer Loyalty
  The central lesson helps readers understand that customer loyalty can lead customers to return whenever they need the business’s service.
• Learn Through An Entertaining Story
  The cab driver story presents the lesson in an entertaining and direct format.
• Apply The Lesson To Your Business
  The seven questions give readers a way to reflect on the lesson and its relevance to their business.

Be Amazing or Go Home

In Be Amazing or Go Home, Shep Hyken presents seven customer service habits for creating confidence with customers, colleagues, and others. Drawing on the routines of exceptional people, the book offers simple practices for showing up ready to be amazing, being proactive, craving feedback, taking responsibility, embracing authenticity, focusing on excellence, and turning misery into magic. Hyken says these habits can help readers build trust, strengthen relationships, make sales, advance their careers, and improve their personal and professional lives.

Category: Business Books

• Build Confidence Through Everyday Readiness
  The book includes readiness as one of its seven habits for creating confidence with others and becoming exceptional in business and life.
• Strengthen Relationships Through Proactive Actions
  The book presents proactive behavior as a habit readers can use as part of creating confidence and stronger relationships.
• Use Feedback To Support Improvement
  By including feedback seeking among its seven habits, the book gives readers a practice associated with its aim of helping them improve in business and life.
• Build Trust By Taking Responsibility
  The book presents taking responsibility as one of the habits that can help readers create trust and stronger relationships.
• Strengthen Relationships Through Authenticity
  The book includes authenticity among the habits readers can use to build stronger relationships with customers, colleagues, and others.
• Pursue Excellence In Work And Life
  The book presents a focus on excellence as one of its practical habits for readers seeking to become exceptional in their professional and personal lives.
• Turn Difficult Moments Into Better Experiences
  The book includes turning misery into magic as a habit for improving experiences and building stronger relationships.