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Service Mastery Day Leader in 2018 

Shep Hyken joined the Service Mastery Day for the first time and shared his extensive customer service experience with European audience. 

He is an award winning author, a renowned expert in customer management strategies and consults with leading global organizations in North America. 

He came with a wealth of inspirational case studies, thought provoking perspectives and ready-to-implement methodologies. 

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a speaker and bestselling author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. 

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, the Wall Street Journal bestseller The Cult of the Customer, the New York Times bestseller The Amazement Revolution and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset. 

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! 

Shep Hyken’s most requested speaking programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment to create exciting programs for his audiences.


Download The Service Mastery Day Notes here 


Key Learnings 

• The next steps in creating a customer-centric leadership include

• Understand customer expectations and anticipating their needs

• Design perfectible customer experience and journey

• Define customer satisfaction metrics and benchmarking service excellence

• Enhance collaboration channels including feedback and pervasive response

This Service Mastery Day explored pioneering methodologies, reusable traditional concepts and innovative customer management trends that proved successful in establishing a customer-centric culture and delivering genuine customer value.


Testimonials from Services Mastery 2018 

“I liked it that Shep didn’t use a PowerPoint but rather a storytelling approach; makes it much more comfortable to listen to (e.g. like sitting around a campfire telling stories).”
– Thyssenkrupp

“The Forum was satisfying and good.”
– Webasto

“Real magician; very good with the energy flow through the conference room.”
– Damen 

“A good message that was very presented. I like the energy.”
– Outotec 

“He gave us very specifics action points. He knows quite well how to catch the attention of the audience.”
– Thyssenkrupp