Shep Hyken
Chief Amazement Officer of Shepard Presentations
Customer Experience · Customer Service · Loyalty
Speaking Fee
Fee on request
Based In
United States
Signature Topic
Customer Experience
Format
Keynote and Workshop
About Shep
Shep Hyken is a customer service and customer experience authority who has spent more than three decades helping organizations turn ordinary transactions into what he calls moments of magic. He is the Chief Amazement Officer of Shepard Presentations, the firm he built around a single argument: customer experience is not a department, and the companies people stay loyal to are the ones that are predictably, repeatedly easy to deal with.
He has written eight bestselling business books, with titles appearing on the New York Times, Wall Street Journal, and USA Today lists. Among them are Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, and Amaze Every Customer Every Time. Taken together they trace one idea across three decades of changing technology: loyalty is built in the accumulation of small, consistent interactions rather than in occasional grand gestures.
Hyken has been inducted into the National Speakers Association Hall of Fame, an honor given for lifetime achievement in the speaking profession. He is also the creator of The Customer Focus, a training program organizations use to build a service culture that outlasts any single initiative or change of leadership.
His client work spans Fortune 500 organizations and small and mid-sized businesses across retail, healthcare, technology, and financial services. That range shapes how he presents. A retailer and a regional hospital do not share a customer journey, but they share the same failure modes, and his material is built around the patterns that repeat rather than around any one industry's vocabulary.
On stage he is known for pairing humor with practical instruction. Audiences leave with specific behaviors to change rather than a general sense that service matters, which is why his sessions are often booked as a keynote plus a working session for the teams who have to implement afterward.
Keynote Topics
Creating Moments of Magic in Every Interaction
Building a Customer Service Culture That Lasts
Customer Loyalty and Retention
Convenience as a Competitive Advantage
Turning Complaints Into Loyalty
Best For
- Customer service and support team conferences
- Retail and hospitality leadership events
- Sales and account management kickoffs
- Healthcare patient experience summits
- Company-wide culture and all-hands events
Booking Shep Hyken: Frequently Asked Questions
What is Shep Hyken's speaking fee?
Shep Hyken's fee is not published and is quoted per event. Customer experience keynote fees are driven by event date, location and travel, session length, whether a workshop or training block is added to the keynote, and whether book copies or licensed follow-up material are included. Submit an inquiry with those details to receive a current quote and availability.
What topics does Shep Hyken speak on?
Shep Hyken speaks on customer experience, customer service culture, loyalty and retention, convenience as a competitive advantage, and turning complaints into repeat business. His central argument is that loyalty is built through small, consistent, predictable interactions rather than occasional grand gestures, and his sessions are designed to give teams specific behaviors to change.
What kind of events book Shep Hyken?
Shep Hyken is booked most often for customer service and support conferences, retail and hospitality leadership events, sales kickoffs, healthcare patient experience summits, and company-wide culture meetings. His material draws on patterns that repeat across retail, healthcare, technology, and financial services rather than on one industry's vocabulary, so mixed-industry audiences are a normal fit.
Does Shep Hyken deliver workshops as well as keynotes?
Yes. Alongside keynotes, Shep Hyken created The Customer Focus, a training program built to establish a service culture that survives leadership changes and one-off initiatives. Organizations frequently book a keynote for the full audience and add a working session for the managers responsible for implementation afterward.
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Shep Hyken
Chief Amazement Officer of Shepard Presentations
Fee on request
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