Shep Hyken
Customer service and experience expert, bestselling author, and award-winning keynote speaker known for blending storytelling and practical service strategies; also a former professional magician who began performing as a child.
Top 5 podcasts with Shep Hyken
Ranked by the Snipd community
8 snips
Mar 16, 2026 • 29min
AI Hype vs Customer Reality: The State of CX in 2026
Shep Hyken, customer service and experience expert, author and keynote speaker. He discusses surprising 2026 trends: product quality often matters more than service. Convenience now frequently trumps friendliness. Rudeness or apathy drives churn fast. Many customers still prefer phone support for serious issues. The conversation centers on how customers actually perceive AI and change.
Jan 8, 2026 • 24min
Season 2, Episode 19: Shep Hyken on Asking the Extra Question
In this engaging discussion, Shep Hyken, a customer service expert and bestselling author with a flair for magic, shares his unique approach to enhancing customer experience. He explains the importance of operationalizing feedback and outlines a five-step method for resolving complaints effectively. Shep emphasizes the Employee Golden Rule and reveals the power of asking brave follow-up questions to truly meet customer needs. He also illustrates how mixed reviews can build credibility, turning criticism into advocacy. A captivating blend of strategies and storytelling!
Jan 18, 2018 • 32min
The Simple Ways to be a Customer Experience Expert with Shep Hyken
Shep Hyken, a NY Times and WSJ bestselling author and customer service expert, joins Tiffani Bova's podcast. They discuss the importance of customer experience and its impact on purchase decisions. They emphasize the need for customer-focused companies and creating a customer-centric culture. The power of convenience as a competitive differentiator is also explored.
Jun 6, 2024 • 38min
Shep Hyken on getting ahead of the competition with exceptional CX
Renowned customer service and CX expert Shep Hyken discusses the impact of AI on customer service, reimagining customer metrics for loyalty, understanding customer behavior for loyalty, and the rise of AI in business. He emphasizes the importance of exceptional experiences to stand out in a competitive market.
Oct 24, 2025 • 40min
Consistency Beats Heroics: Shep Hyken on Building B2B Customer Loyalty | EP60
Shep Hyken, a customer experience expert and New York Times bestselling author, discusses the critical differences between customer satisfaction and loyalty. He reveals that 'satisfied' customers can still leave, urging account managers to build genuine partnerships through consistent communication and effective problem resolution. Shep emphasizes that B2B clients now expect B2C-level experiences, offering a six-step playbook to enhance loyalty. He also highlights the importance of adopting a customer-focused culture and mastering service recovery to foster long-term retention.
