Shep Hyken

Our customers are smarter than ever before. They no longer compare us to a direct competitor, but instead to the best customer experience they have ever had from anyone in any company.

The customer service and CX bar have been raised. Now, more than ever, we must deliver an amazing customer experience that sets us apart from our competitors.

In this fast-paced and informative presentation, Shep shares strategies and tactics that the best organizations use to differentiate themselves from their competitors and create fierce customer loyalty.

He will pull the best content from his books and articles most appropriate for your audience. This could include simple, common-sense strategies to create a customer-focused culture and more!

The audience will walk away with ideas they can put to use almost immediately.

How easy are you to do business with?

Whether you know it or not, your customers compare you to the easiest companies to do business with, such as Amazon, Apple, and others. They set the benchmark when it comes to an easy and friction-free experience.

A convenient customer experience could be what differentiates you from your competition. When all else is equal (your products and service), the company that offers an easier—as in more convenient—experience will win.

Shep reveals the six Convenience Principles that will give you a competitive edge. It’s time to join the revolution—the Convenience Revolution!

AI can improve your customer (and employee) experience or erode it. It’s a powerful tool, but you must be crystal clear about how and why you use it, or you risk losing customers and frustrating employees. Consider a very important question:

What problem are you trying to solve with AI?

The answer is simple. You want the customer to come back. Does AI help? Does it get in the way? One answer does not fit all. You must find what works for your customers.

AI is also a powerful tool for improving the employee experience. It can make employees more efficient, provide them with information, and free up their time to focus on what truly matters—building stronger customer relationships.

Shep delves into the practical application of AI, addressing the critical balance between technology and human interaction. His insights will help you discover how to leverage AI to not only increase efficiency and support your team, but also to significantly enhance customer satisfaction and loyalty.

Some of the topics Shep can focus on include:

• Understanding AI’s Role in Your Organization: Learn how AI can improve service delivery and when it can erode the customer relationship.
• Problem Solving with AI: Focus on identifying key customer pain points that AI can resolve, ensuring your technology investments return real value.
• Employee Empowerment with AI: Learn how AI boosts employee productivity and enables them to forge stronger, more meaningful customer relationships.
• Customer-Centric AI: Learn from Shep’s extensive research into customer reactions to AI and how you can tailor your strategies to meet and exceed their expectations.

The AI topic can be part of Shep’s keynote speech. However, a deeper dive in an onstage or virtual fireside chat with a leader as part of or in addition to the speech can provide a deeper dive to better understanding how AI can work for you and your organization.

We’ve experienced (or are currently experiencing) scary times, such as a rocky economy, employment issues, supply chain issues, and even a worldwide pandemic.

Amid tough times and/or a crisis, we must stay focused on taking care of our customers and employees.

Shep shares ideas and tactics to help maintain and improve customer service and CX during tough times and beyond.

Business is about relationships… relationships with both customers and colleagues.

People want to do business and work with companies and people who are amazing… people who consistently meet and even exceed expectations.

It’s not as hard as you might think. Many people see the word amazement as a WOW experience that goes over the top.

On the contrary, being amazing is within everyone’s grasp.

In this fast-paced, entertaining and informative presentation, Shep shares specific tactics and tools to help the audience, as individuals, build stronger relationships that create confidence and deliver an amazing experience to their customers and colleagues.

Being amazing is about being consistent and predictable. It’s a mindset and a choice. And the choice is simple… Be Amazing or Go Home!

• Creating a Customer Service Culture
• Internal Customer Service
• Customer Service | CX
• Moments of Magic
• Cult of the Customer
• Technology and AI in Customer Service and CX