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

Up Next

Ian McGarrigle has worked in business to business journalism, publishing, and retail industry event organizing, and he’s the chairman of..

Brick & Mortar