{"success":true,"speaker":{"slug":"shep-hyken","name":"Shep Hyken","title":"Chief Amazement Officer at Shepard Presentations; New York Times and Wall Street Journal bestselling author","company":"","bio":"Shep Hyken is Chief Amazement Officer of Shepard Presentations and has spent more than 40 years helping organisations build customer-focused cultures. A member of the National Speakers Association Hall of Fame, he has written eight books, including New York Times bestsellers, and writes regularly for Forbes on customer service and customer experience.","photo_url":"https://i.vimeocdn.com/video/1906878571-6f861ff7d568b2e5b4696cbca8233c00a28b676c739f71e1a7e6b212cb94c2a3-d_640","appearances":[{"summit_slug":"business-growth-scale-summit-2024","summit_name":"Business Growth & Scale Summit 2024","year":2024,"title":"Chief Amazement Officer at Shepard Presentations; New York Times and Wall Street Journal bestselling author","company":"","sessions":[{"id":"6abe8f37bd8465fdfdbb8be2","slug":"how-to-create-an-amazing-customer-experience","url":"/summits/business-growth-scale-summit-2024/sessions/how-to-create-an-amazing-customer-experience","topic":"How to Create an Amazing Customer Experience","description":"Shihan Sheriff, Host of the Business Growth and Scale Summit, featuring special guest Shep Hyken. Shep shares his entrepreneurial journey and emphasizes the importance of customer retention. He discusses key business metrics like churn rate, repeat business rate, and average purchase per customer. Shep provides a five-step process for handling difficult customers and a six-step process for building customer loyalty. The talk also covers the balance of technology and human interaction in customer support.","day":3,"day_title":"Brand, Marketing and Customers","session_number":10,"duration_minutes":37,"has_preview":false,"preview_minutes":0,"speakers":[{"name":"Shep Hyken","title":"Chief Amazement Officer at Shepard Presentations; New York Times and Wall Street Journal bestselling author","photo_url":"https://i.vimeocdn.com/video/1906878571-6f861ff7d568b2e5b4696cbca8233c00a28b676c739f71e1a7e6b212cb94c2a3-d_640","url":"/speakers/shep-hyken"}]}]}],"indexable":true}}