Shep Hyken

Today’s guest, Shep Hyken, has an unusual title – he’s the CAO (Chief Amazement Officer) of Shepard Presentations. He’s also a speaker and a bestselling author, and he joins the podcast today to share some of his thoughts about how retailers are changing and adapting in the current era. Listen to today’s episode to hear about how Shep got started in this industry, the importance of planning ahead for crises, and why it’s so important to avoid negatively impacting the customer experience in the retail space.

Topics Discussed in Today’s Episode:

How Shep’s company got started and what he focuses on
Biggest changes in customer behavior over the years
Changes to retail post-COVID
Whether the COVID-related changes will last long term
Planning ahead for crises
What Shep suggests to companies that can bring the offline and online worlds together in one place
Why businesses need to avoid negatively impacting the customer experience
Technologies that are currently being adopted at a faster pace
Being both optimistic and realistic


Shep Hyken


“A customer wants to be treated with dignity and respect. If they are getting ready to buy something, they want help. If they have a question, they want it answered. If they have a complaint, they want it resolved.”

“If we go back into a shutdown because people weren’t doing what they were supposed to be doing, it’s the end of even more businesses.”

“There’s a lot of reasons to smile. We’ve seen new ways of doing business emerge that we are now more comfortable with, and maybe we were scared of before that don’t scare us as much anymore. I think that’s important.”