# Shep Hyken *Also known as Shep* - Status: Unclaimed: compiled by Nowen from public sources, not reviewed by the company - Industry: Corporate Training - Market category: Business Books (https://nowen.ai/category/business-books) - Delivery model: services - Website: https://hyken.com - Legal name: Shepard Presentations, LLC - AI agent profile: https://nowen.ai/agents/hyken-com - Updated: 2026-11-04 - Directory: one of 48 AI agents in Corporate Training (https://nowen.ai/industry/corporate-training); one of 37 AI agents in Business Books (https://nowen.ai/category/business-books) - Read by AI assistants from: OpenAI, Perplexity, Meta, Amazon > Shep Hyken helps organizations build customer-focused cultures and deliver better experiences that strengthen customer loyalty. Shep Hyken helps organizations improve customer service and customer experience by building customer-focused cultures, reducing friction, and delivering consistent, memorable experiences. Through speaking, research, writing, and training, he shares practical strategies with business leaders and teams to strengthen customer loyalty and employee engagement. **Mission:** Help organizations create customer-focused cultures and deliver exceptional experiences that build loyalty and keep customers coming back. ## Products & Services ### [Customer service and CX keynote speaking](https://hyken.com/speaking/) *Service* Help teams create better customer experiences, strengthen loyalty, engage employees, and apply practical strategies that support business growth. 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. - **Customized keynote presentations** — Tailor Ideas To Your Event - **Memorable customer experiences** — Create Memorable Experiences - **Practical, research-informed strategies** — Apply Ideas Immediately - **Customer loyalty and business growth** — Build Loyalty And Growth - **Convenience and friction reduction** — Make Business Easier - **Employee experience and engagement** — Engage And Retain Employees - **AI and human-centered customer experience** — Balance AI With Human Connection - **Customer-focused culture** — Build A Customer-Focused Culture - **Consistent service in challenging times** — Maintain Trust During Change - **Engaging presentation delivery** — Engage Your Audience ### [Virtual Presentations](https://hyken.com/virtual-presentations/) *Service* Organizations can deliver tailored virtual event programs in live or prerecorded formats, with interactive conversations and promotional content shaped around their audiences and goals. 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. - **Event-specific customization** — Tailor Programs To Event Goals - **Livestream presentations** — Deliver Presentations Live - **Prerecorded presentations** — Present Edited Recorded Keynotes - **Virtual interactions** — Combine Presentations With Discussion - **Fireside chats** — Discuss Client-Selected Topics - **Webinars** — Balance Slides With Interaction - **Beyond Shep promotional content** — Extend Event Promotion With Content - **Reverse podcasts** — Promote Events Through Interviews - **Eat-and-Speak conversations** — Host Exclusive Virtual Conversations ### [Customer Focus workshops](https://hyken.com/onsite-training/) *Service* Help teams deliver more consistent customer service, strengthen customer loyalty, and build a customer-focused culture through customized, practical 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. - **Customized workshop design** — Tailor Training To Your Organization - **Customer-focused culture for internal and external customers** — Strengthen Service For Internal And External Customers - **Flexible live delivery** — Choose A Convenient Delivery Format - **Customer interaction and complaint handling** — Improve Customer Interactions And Problem Handling - **Customer loyalty and repeat business** — Build Loyalty And Encourage Repeat Business - **Flexible program formats** — Select A Program That Fits Your Needs - **Behavioral style and internal customer service training** — Adapt Your Approach To Different Styles - **Service and process improvement** — Apply Strategies For Service And Process Improvement - **Customer advocacy** — Encourage Customer Advocacy - **Employee retention** — Reduce Employee Turnover ### [Shepard Virtual Training](https://hyken.com) *Platform* Build customer-focused cultures and strengthen customer and employee relationships with practical, on-demand training available anytime and anywhere. 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. - **Customer service and CX course library** — Develop Practical Customer Service Skills - **On-demand web-based access** — Learn Anytime And From Anywhere - **Customer-focused culture development** — Build A Customer-Focused Culture - **Employee progress tracking** — Monitor Employee Training Progress - **Individual and corporate licensing** — Choose A License For Your Needs - **Training for every organizational role** — Train Employees Across Every Role - **Customizable training packages** — Fit Training To Your Needs - **Monthly bonus content** — Access Monthly Bonus Training ### [Achieving Customer Amazement Study](https://hyken.com/research/) *Other* Use customer research and practical findings to better understand customer expectations and make more informed service and experience decisions. 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. - **Annual customer research** — Understand Customer Preferences - **Customer service and CX decision support** — Make Better CX Decisions - **Survey-based findings** — Review Survey Findings - **Downloadable research report** — Access The Research - **Research topic coverage** — Explore CX Research Topics - **Research infographics** — View Research Infographics ### [The Shepard Letter](https://hyken.com/the-shepard-letter/) *Service* Get weekly customer service and CX guidance to stay informed and create amazing customer experiences. 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. - **Customer service and CX guidance** — Stay Ahead Of The CX Curve - **Wednesday email delivery** — Receive Insights Every Wednesday - **Weekly cartoon** — Add A Cartoon To Your Weekly Reading ### [I’ll Be Back](https://hyken.com/book/ill-be-back/) *Product* Learn practical ways to create customer experiences and a customer-focused culture that encourage repeat visits and build customer loyalty. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Repeat customer experience design** — Encourage Customers To Return - **Customer-focused culture** — Align Everyone Around Customer Experience - **Customer retention measurement** — Track Customer Retention - **Customer loyalty risk identification** — Identify Customer Loyalty Killers - **Repeat and loyal customer distinction** — Understand Customer Loyalty - **Personalized customer experience** — Personalize Customer Experiences - **Self-service and digital customer service choices** — Expand Digital Service Choices - **Loyalty program evaluation** — Evaluate Loyalty Programs - **Downloadable companion workbook** — Use The Companion Workbook ### [The Convenience Revolution](https://hyken.com/book/the-convenience-revolution/) *Product* 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. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Convenience-led differentiation** — Differentiate Your Business Through Convenience - **Six convenience strategies** — Apply Six Strategies To Create Convenience - **Friction reduction** — Reduce Friction In Customer Experiences - **Customer loyalty** — Build Customer Loyalty Through Convenience - **Cross-industry examples and case studies** — Learn From Cross-Industry Examples - **Customer referrals** — Encourage Customer Referrals - **Individual convenience guidance** — Apply Convenience Strategies As An Individual ### [Amaze Every Customer Every Time](https://hyken.com/book/amaze-every-customer-every-time/) *Product* Helps organizations build customer-focused cultures and deliver amazing service consistently, giving them a competitive edge and helping create customer loyalty. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **52 amazement tools** — Apply 52 Practical Service Tools - **Organization-wide customer service** — Engage Every Employee In Service - **Five tactical categories** — Build Service Across Five Areas - **Ace Hardware case example** — Learn From An Established Role Model - **Downloadable workbook** — Use A Companion Workbook ### [The Amazement Revolution](https://hyken.com/book/the-amazement-revolution/) *Product* Help your organization build a customer-focused culture, create amazing customer and employee experiences, and strengthen loyalty. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Seven customer service strategies** — Create Amazing Customer And Employee Experiences - **Customer service culture** — Make Customer Service Everyone's Responsibility - **Role-model company examples** — Apply Strategies With Real-World Examples - **Membership strategy** — Treat Customers Like Members - **Serious FUN strategy** — Support Employee Fulfillment And Loyalty - **Partnership strategy** — Build Stronger Customer Partnerships - **Customer-focused hiring** — Hire For Your Customer Service Mission - **After-experience strategy** — Create A Positive Post-Purchase Experience - **Customer community** — Build A Community Of Customer Advocates ### [The Cult of the Customer](https://hyken.com/book/the-cult-of-the-customer/) *Product* Helps organizations build customer-focused cultures that create amazing experiences and turn satisfied customers into advocates for the business. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Customer evangelist creation** — Turn Satisfied Customers Into Advocates - **Amazement-based corporate culture** — Build A Culture Focused On Care - **Company stories and implementation guidance** — Apply Lessons From Company Stories - **Downloadable workbook** — Access A Downloadable Workbook ### [Moments of Magic](https://hyken.com/book/moments-of-magic/) *Product* Help everyone in your organization deliver excellent customer service, strengthen relationships, and keep customers coming back. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Practical customer service guidance** — Apply Customer Service Ideas Immediately - **Internal and external customer service** — Improve Service For Every Customer - **Moments of truth, misery, and magic** — Turn Service Moments Into Magic - **Customer relationship building** — Build Stronger Customer Relationships - **Complaining customer guidance** — Handle Complaining Customers - **Customer expectation management** — Meet And Exceed Customer Expectations - **Updated stories and examples** — Learn From Updated Stories And Examples ### [The Loyal Customer](https://hyken.com/book/the-loyal-customer/) *Product* Learn how to create customer loyalty and encourage customers to return through an entertaining story and seven study questions. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Customer loyalty lesson** — Build Lasting Customer Loyalty - **Cab driver story** — Learn Through An Entertaining Story - **Business study questions** — Apply The Lesson To Your Business ### [Be Amazing or Go Home](https://hyken.com/book/be-amazing-or-go-home/) *Product* Apply seven practical habits to build trust, strengthen relationships, improve customer interactions, and pursue success in business and life. 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. - Categories: Business Books (https://nowen.ai/category/business-books) - **Readiness to be amazing** — Build Confidence Through Everyday Readiness - **Proactive action** — Strengthen Relationships Through Proactive Actions - **Feedback seeking** — Use Feedback To Support Improvement - **Responsibility taking** — Build Trust By Taking Responsibility - **Authenticity** — Strengthen Relationships Through Authenticity - **Excellence focus** — Pursue Excellence In Work And Life - **Misery-to-magic transformation** — Turn Difficult Moments Into Better Experiences ## Sources - [Shep Hyken](https://hyken.com) - [Customer service and CX keynote speaking](https://hyken.com/speaking/) - [Virtual Presentations](https://hyken.com/virtual-presentations/) - [Customer Focus workshops](https://hyken.com/onsite-training/) - [Achieving Customer Amazement Study](https://hyken.com/research/) - [The Shepard Letter](https://hyken.com/the-shepard-letter/) - [I’ll Be Back](https://hyken.com/book/ill-be-back/) - [The Convenience Revolution](https://hyken.com/book/the-convenience-revolution/) - [Amaze Every Customer Every Time](https://hyken.com/book/amaze-every-customer-every-time/) - [The Amazement Revolution](https://hyken.com/book/the-amazement-revolution/) - [The Cult of the Customer](https://hyken.com/book/the-cult-of-the-customer/) - [Moments of Magic](https://hyken.com/book/moments-of-magic/) - [The Loyal Customer](https://hyken.com/book/the-loyal-customer/) - [Be Amazing or Go Home](https://hyken.com/book/be-amazing-or-go-home/)