About The Author Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who 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 author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

Some of my current customer service and customer experience education occurs during conferences I attend throughout the year. These conferences draw thousands of people who want to learn about the latest and greatest in their industries. As you can imagine, however, conferences in their traditional, in-person format have all but disappeared. But the alternative—virtual events—can be highly effective when properly produced.

I recently wrote an article about the comeback and future of conferences and meetings. I’ve watched my clients who usually hold large events pivot to virtual conferences. While they look and feel dramatically different, they often have just as much—and sometimes even more—impact.

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Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who 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 author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

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