The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists Pub. Date: 4/6/2009 Publisher: Wiley, John & Sons, Incorporated

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Overview

What Is the Cult of the Customer?

It is a culture that focuses on creating an amazing experience for both employees and customers.

This book will take you through the five cults, or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists. These customers aren't just loyal . . . they're your company advocates. They give unsolicited testimonials and referrals and become extensions of your marketing and sales departments. Filled with dozens of case studies and lessons, this book will guide you through a process that develops an employee culture dedicated to creating an exceptional service experience, both inside and outside of your company.

"This book reflects the core values of our approach at Morton's The Steakhouse®. We not only serve The Best Steak Anywhere, but we are truly focused on providing our guests with Morton's Genuine Hospitality, second to none in restaurant dining. This book is all about providing you with the necessary tools to create that amazing, top-of-the-line experience for every guest."
—Thomas J. Baldwin, Chairman, CEO, and President, Morton's Restaurant Group

"At Zappos.com, we've always recognized that customers need to be more than satisfied—they need to be WOWed! Shep recognizes this as well in his book, and gives plenty of examples of how different companies go about creating WOW experiences."
—Tony Hsieh, CEO, Zappos.com

"At Verizon Wireless, we are passionate about creating a great customer experience in every customer interaction.?This book takes you through the necessary steps to create a world-class customer service organization."
—Eileen Creeden, Vice President, Northeast Customer Service, Verizon Wireless

"Ultimately, we want loyal customers—not just loyal to our brand, but also to our dealerships. The Cult of the Customer teaches how to get customers, in virtually any business, to come back again and again.
—Mike Rencis, Customer Service Operations Manager, Toyota Motor Sales, USA

Product Details

ISBN-13: 9780470404829
Publisher: Wiley, John & Sons, Incorporated
Publication date: 4/6/2009
Pages: 256
Sales rank: 374,081
Product dimensions: 6.20 (w) x 9.10 (h) x 1.00 (d)

Meet the Author

Author Shep Hyken has spent twenty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows you how to design a strategy that leads both customers and employees through five distinct cultural phases—from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this same journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer—and shows you how to do it too.

Hyken's message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.

Shep Hyken is a speaker and author who helps companies build loyal relationships with customers and employees. He is the author of Moments of Magic and The Loyal Customer, as well as the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset. His wide variety of clients range from smaller companies to such corporate giants as American Airlines, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more.

Read This First ix

Part 1 The Purpose of Your Business

Chapter 1 The Genie and the Ice Cream Shop 3

Chapter 2 Do You Need This Book? 5

Chapter 3 The Three Forces 19

Part 2 The Five Cults

Chapter 4 Uncertainty 31

Chapter 5 Alignment 43

Chapter 6 Experience 53

Chapter 7 Ownership 63

Chapter 8 Amazement 73

Part 3 The Journey to Amazement

Chapter 9 What the Journey Looks Like from the Inside: The Internal March to Amazement 89

Chapter 10 What the Journey Looks Like from the Outside: The External March to Amazement 105

Chapter 11 Launching the Amazement Revolution 123

Part 4 Amazement in Action

Chapter 12 Little Things: Snapshots of Organizations and People Who Get the Little Things Right 143

Chapter 13 Problem Solving and Recovery: Snapshots of Organizations and People Who Solve Problems and Recover Well 153

Chapter 14 Opportunity Knocks: Organizations and People Who Look for Opportunities to Be Better Than Average 171

Chapter 15 Proactive Service and Follow-Through: Snapshots of Proactive Organizations and People in Action 179

Chapter 16 The Art of Wow: Snapshots of Truly Amazing Organizations and People 189

Part 5 Creating the Cult of the Customer

Chapter 17 Tools for Success 205

Epilogue 227

Notes 231

Acknowledgments 235

About the Author 237

Index 239

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Posted December 14, 2009

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