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Shep Hyken

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The "Official" (and somewhat boring) Shep Hyken Bio...

Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and 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 New York Times, Wall Street Journal and USA Today bestselling business author of "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." 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 client ...more

2480 posts
Shep Hyken's Blog

Customers Don’t Care About Your Intentions – They Care About Results

Do customers care about your intentions or results in customer service?

Answer: Customers don’t care about your intentions. They care about consistent, measurable results that meet or exceed their expectations.

Recently, Debi Potgieter interviewed me for her podcast XMgage . We talked about creating a customer-focused culture, handling complaints, and much more. Toward the end of the interview, s Read more of this blog post »

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Published on May 05, 2026 23:00

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Shep Hyken’s books

Average rating: 3.91 · 787 ratings · 94 reviews · 26 distinct works • Similar authors

	Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet 3.94 avg rating — 193 ratings — published 2013 — 6 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone 3.93 avg rating — 187 ratings — 7 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists 3.91 avg rating — 111 ratings — published 2009 — 15 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty 3.96 avg rating — 100 ratings — 7 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience 3.71 avg rating — 93 ratings — published 2011 — 4 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	Moments of Magic 3.72 avg rating — 43 ratings — published 1993 — 4 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	I'll Be Back 4.06 avg rating — 17 ratings — 2 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	The Loyal Customer: A Lesson From a Cab Driver 4.67 avg rating — 9 ratings — published 1999 — 2 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	I'll Be Back: How to Get Customers to Come Back Again & Again 4.10 avg rating — 10 ratings	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	Only The Best On Leadership (Only The Best Series) 2.67 avg rating — 3 ratings — published 1996	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars

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Shep Hyken wrote a new blog post Customers Don’t Care About Your Intentions – They Care About Results Do customers care about your intentions or results in customer service? Answer: Customers don’t care about your intentions. They care about consistent, Read more of this blog post »
May 06, 2026 02:09AM · like

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Quotes by Shep Hyken (?)

“The purpose of every business and organization is to get and keep customers.”
― Shep Hyken, The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

tags: business, customer-service

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“If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.”
― Shep Hyken

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“When you wrap up a task for someone who counts on you and/ or your team, why not take a moment to ask how it went? Why not ask, “Hey, how easy were we to work with?” In fact, why not ask them to rate you on a scale of one to 10 to let you know how hassle-free the experience of working with you or buying from you was? If you get any score less than a 10, then ask, “What would I need to do to get that up to a 10?”
― Shep Hyken, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

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Shep’s Quotes

“Customers don't distinguish between you and the company you work for. To the customer's way of thinking, you are the company.”
― Ron Zemke, Service America!: Doing Business in the New Economy

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Shep Hyken’s Followers (39)

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