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!
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.
Shep Hyken, CSP, CPAE, is a globally recognized keynote speaker, customer experience (CX) expert, and bestselling author—with multiple titles in both the New York Times and Wall Street Journal lists. As the Chief Amazement Officer at Shepard Presentations, Shep works with Fortune 500 brands and small businesses alike, proving that extraordinary customer experience (“amazement”) is the most effective competitive differentiator.
Inducted into the National Speakers Association’s Hall of Fame for Lifetime Achievement, he delivers high-energy, content-rich presentations grounded in decades of experience and research about CX psychology and organizational culture.
Shep Hyken is an Award-winning Keynote Speaker and World-Renowned Keynote Speaker in Customer Service & Customer Experience.
Shep has worked with the world’s best brands to help them build a culture centered around the customer. His presentations consistently get rave reviews for being engaging and informative.
The National Speakers Association inducted Shep into it’s Hall of Fame for lifetime achievement in the professional speaking industry.
A Global Authority on Customer Service & Customer Experience
Shep Hyken has been at the forefront of the CS/CX Revolution for decades. His experience runs the gamut from helping notable companies like Disney and FedEx to improve their already outstanding customer service, to helping small and mid-sized organizations transform poor customer experience into a highlight of the organization.
Shep has seen it all.
While his experience is long, and his books are legendary in the industry, Shep continues to be laser-focused on the biggest challenge facing every organization — making the customer come back.
Shep has worked with companies and organizations renowned for building loyal relationships with their customers and employees for decades.
Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, The Convenience Revolution, and I’ll Be Back.
Contact us at Speakers Inc and follow us on Twitter
Customer service expert Shep Hyken explains why satisfaction isn’t enough, how small actions create loyalty, and why every interaction must focus on the next time.
In this keynote, Shep Hyken stresses that customers no longer compare businesses only to direct competitors but instead to the best experiences they’ve had anywhere. Excellence in hospitality, retail, or dining sets the bar for every industry.
He challenges the idea that “satisfied customers” equal loyal ones, citing research that shows 60–70% of satisfied customers don’t return. Satisfaction is mediocrity, he argues: “Fine is the F-bomb of customer service.” Loyalty is built by consistently delivering service that is better than average, every time, so customers decide to return.
Hyken demonstrates how he tailors each presentation to client needs by asking two key questions: what three ideas should the audience take away, and what would success look like a year later? This ensures practical alignment and actionable outcomes.
He emphasizes the importance of first impressions—eye contact, smiling, body language—as moments that set the tone for all interactions. He illustrates the power of “the extra question,” such as clarifying needs, upselling, or cross-selling appropriately, and recounts personal stories and audience examples, including a haircut customer whose car broke down in the rain. A stylist went barefoot to jumpstart the car, creating a “moment of magic” the customer would never forget.
Hyken closes by reminding businesses that loyalty is not about a lifetime but about “the next time.” If companies are predictably and consistently better than average, they earn the customer’s trust to come back again and again.
00:00 – Customers compare experiences across industries, not just competitors
00:30 – Why customer satisfaction isn’t enough; “fine” means mediocre
01:20 – Loyalty built by focusing on the next time, not a lifetime
02:00 – How Shep customizes presentations for each client
03:05 – The importance of first impressions: eye contact, smiles, body language
04:00 – Asking the “extra question” to understand and better serve customers
05:20 – Audience story: a stylist jumps a customer’s car in the rain, creating loyalty
07:00 – Hyken’s process of recapping and reinforcing client-specific key takeaways
08:15 – Final reminder: consistency creates loyalty, one interaction at a time
Customer service expert Shep Hyken shares the inspiring story of Richard Montañez, the janitor who created Flamin’ Hot Cheetos, and explains why acting like an owner drives innovation.
In this keynote-style lesson, Shep Hyken revisits one of his favorite customer service principles: act like an owner. He begins by recalling the story of an 18-year-old server whose guests thought he owned the restaurant because of the pride he took in his work. Hyken then introduces the extraordinary real-life story of Richard Montañez, a janitor at a Frito-Lay plant in California.
Inspired by then-CEO Roger Enrico’s call to “act like an owner,” Montañez spent nearly a decade learning all he could about the company. During a ride-along with a salesperson in a Latino neighborhood, he noticed that Frito-Lay’s snack shelves lacked spicy options. At home, he experimented with chili powder on Cheetos, creating the prototype of what would become Flamin’ Hot Cheetos.
Montañez boldly pitched his idea directly to the CEO, and when asked about potential market share, he stretched his arms wide: “This much.” His initiative impressed leadership, leading to a career shift from janitor to executive, eventually becoming Vice President of Multicultural Sales for PepsiCo America.
Hyken emphasizes two key lessons: first, that employees who embrace ownership can create breakthrough ideas by thinking beyond their roles; and second, that great leaders must be willing to listen to those ideas. While not every suggestion will become a global success story, every idea has potential. Adopting an “act like an owner” mindset fosters innovation, pride, and customer-focused excellence.
00:00 – Introduction: why “act like an owner” matters in service and leadership
00:40 – Early example: an 18-year-old server mistaken for the restaurant owner
01:10 – Richard Montañez, janitor at Frito-Lay, embraces ownership mindset
01:50 – Discovers lack of spicy snacks in Latino neighborhoods; experiments at home
02:30 – Pitches idea to Frito-Lay CEO; proposes massive market potential
03:00 – CEO’s response: “Put the mop away, you’re coming with us”
03:20 – Montañez rises to PepsiCo executive, VP of Multicultural Sales
03:45 – Two lessons: initiative from employees, openness from leaders
04:30 – Conclusion: every idea has potential; act like an owner to drive innovation
Speaker fees can vary depending on factors such as expertise, demand, and event specifics. While some speakers may charge a flat fee for their services, others may have hourly rates. It’s best to discuss fee structures directly with the speaker or their representative to understand the pricing model.
Keynote speeches typically range from 30 to 90 minutes, with the duration determined by the speaker’s expertise, the event’s agenda, and audience preferences. Keynote speeches often include a combination of inspirational stories, practical insights, and actionable advice tailored to the event’s theme or objectives.
The scale of the event and audience size can indeed impact a speaker’s fee. Larger events with a broader reach or higher attendance may command higher fees due to increased exposure and demand. Conversely, smaller events or niche audiences may offer opportunities for more flexible pricing arrangements.
Travel expenses such as transportation, accommodation, and meals are typically negotiated separately from the speaker’s fee. These costs vary depending on the speaker’s location, travel distance, and event duration. It’s important to clarify travel arrangements and expenses during the booking process to avoid misunderstandings.
Many speakers require a deposit to secure a booking, with the remaining balance due closer to the event date. Deposits are often non-refundable and serve as a commitment from both parties. It’s advisable to discuss deposit requirements and payment terms with the speaker or their representative when finalizing the booking.
Ready to find the perfect speaker for your event? Use our advanced search feature or contact us to get started today!
In order to view the below you must be logged in.
Kelly McDonald is a nationally recognized marketing expert, with deep specialization in diversity marketing and business trends. She was named #1 on Successful Meetings magazine’s list of “26 Hot Speakers.” Kelly is the author of How to Market to People Not Like You and has been featured on CNBC, in BusinessWeek, on CNNMoney.com and on Sirius/XM Radio. She works […]
Silvia Garcia, the former International Marketing Director and President of the Happiness Institute at Coca-Cola, is a pioneer in the field of understanding how emotions impact consumer and employee behavior. With her unparalleled expertise, she has inspired millions to revolutionize their approach to sales, customer retention, relationship-building, leadership, and overall success. Silvia Garcia’s insights have […]
Scott McKain is internationally recognized as a premier keynote speaker, bestselling author, and thought leader, Scott has built his career helping individuals and organizations stand out in a crowded marketplace. With a captivating style and powerful insights, he has left an indelible mark on audiences worldwide by showing them how to rise above sameness and […]
David Avrin is a leading authority in marketing, branding, and customer experience, widely recognized as The Visibility Coach. As one of the most sought-after keynote speakers worldwide, he delivers high-energy, content-rich presentations that engage and inspire audiences across North America, Europe, Asia, and the Middle East. From Singapore to Dubai, David’s global reach reflects his […]
Joey Coleman is an internationally recognized keynote speaker, educator, and thought leader specializing in customer experience and employee retention. With over two decades of experience across multiple industries, Joey has become a trusted resource for organizations seeking to improve their relationships with customers and employees. Known for his innovative “First 100 Days” methodology, Joey helps […]
Jeanne Bliss is a transformative force in customer experience, renowned for her ability to guide organizations toward becoming their best selves. With a clear and actionable framework, she helps businesses build lasting, meaningful connections with their customers. Over her decades-long career, Jeanne has pioneered the path of customer loyalty and experience, showing companies how to […]
Louie Gravance is a globally celebrated authority in customer service, employee engagement, and corporate culture transformation. With an unparalleled ability to captivate audiences, Louie translates his rich expertise into actionable strategies that inspire organizations to create unforgettable customer experiences and foster thriving workplace cultures. As a former Disney Institute Professor, Louie brings the magic of […]
Kerry Bodine is a globally recognized independent customer experience (CX) consultant, known for her deep expertise in human-centered design, marketing, and branding. With over two decades of experience, Kerry has helped transform some of the world’s leading brands, guiding organizations to create meaningful connections with their customers. As a keynote speaker, author, and advisor, Kerry […]
These remain the property of its owner and are not affiliated with or endorsed by Speakers Inc.
All talent fees exclude VAT, travel and accommodation where required.
Our Mission:
© All rights reserved 2025. Designed using Voxel
