Shep Hyken is the “CAO” (Chief Amazement Officer) of Shepard Presentations, and is a leading expert on the topic of excellent customer service and experience. As well as a nationally known keynote speaker, he is also author of several books on the topic, including The Convenience Revolution (Sound Wisdom, 2018). We recently reached out to Hyken to discuss customer service and experience in the wine industry. Listen to the full interview here or read along below Milton Cornwell: Today I’m here with my dear friend, Shep Hyken, who is arguably one of the foremost experts on delivering amazing customer service, managing the customer experience, and creating brand loyalty. As a keynote speaker, his client engagements take him all over the country (and internationally for that matter!) for companies like AT&T, Disney, Lexus, SAP, American Express, and coincidentally, our local favorite In-N-Out Burger. He is a New York Timesand Wall Street Journal bestselling author and inducted into t