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

Overview

In today’s competitive business climate, you can’tjust satisfy your customers. You have to be better thanthat, giving them experiences that they won’t forget. AuthorShep Hyken has spent twenty-five years studying great companies andthe evangelists they create. In The Cult of the Customer,Hyken shows how to design a strategy that leads both customersand employees through five distinct cultural phases –from "uncertainty" to "amazement." By presenting dozens of casestudies that show how great companies made this ...
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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

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Overview

In today’s competitive business climate, you can’tjust satisfy your customers. You have to be better thanthat, giving them experiences that they won’t forget. AuthorShep Hyken has spent twenty-five years studying great companies andthe evangelists they create. In The Cult of the Customer,Hyken shows how to design a strategy that leads both customersand employees through five distinct cultural phases –from "uncertainty" to "amazement." By presenting dozens of casestudies that show how great companies made this journey, Hykenidentifies the critical internal and external changes that allowedthem to build a Cult of the Customer – and shows howyou can do it too.

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.

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Product Details

  • ISBN-13: 9780470463833
  • Publisher: Wiley
  • Publication date: 3/25/2009
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 240
  • File size: 739 KB

Meet the Author

Author Shep Hyken has spent twenty years studying greatcompanies and the evangelists they create. In The Cult of theCustomer, Hyken shows you how to design a strategy that leads bothcustomers and employees through five distinct culturalphases—from "uncertainty" to "amazement." By presenting dozensof case studies that show how great companies made this samejourney, Hyken identifies the critical internal and externalchanges that allowed them to build a Cult of the Customer—andshows you how to do it too.

Hyken's message is both powerful and timely: the happier yourcustomers and employees are, the more successful your company willbe. The Cult of the Customer is your guide to creating acustomer-focused culture that turns satisfied customers intocustomer evangelists.

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

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Table of Contents

Acknowledgements.

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.

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