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Hyken’s message is both powerful and timely: the happieryour customers and employees are, the more successful yourcompany will be. The Cult of the Customer is your guide tocreating a customer-focused culture that turns satisfied customersinto customer evangelists.
Introduction: What is Cult of Customer?
Part One. The Purpose of Your Business.
Chapter One. The Genie & the Ice Cream Shop.
Chapter Two. Do You Need this Book?
Chapter Three. The Three Forces.
Part Two. The Five Cults.
Chapter Four. Uncertainty.
Chapter Five. Alignment.
Chapter Six. Experience.
Chapter Seven. Ownership.
Part Three. The Journey to Amazement.
Chapter Nine. What the Journey Looks Like From the Inside.
Chapter Ten. What the Journey Looks Like From the Outside.
Chapter Eleven. Launching the Amazement Revolution.
Part Four. Amazement in Action.
Chapter 12. Little Things.
Chapter 13. Problem-Solving and Recovery.
Chapter 14. Opportunity Knocks.
Chapter 15. Proactive Service and Follow-Through.
Chapter 16. The Art of WOW.
Part Five. Creating the Cult of the Customer.
Chapter 17. Tools for Success.
Chapter 18. Epilogue.
About the author.
Posted December 14, 2009
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