The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

by Shep Hyken

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Overview

Customer service isn't a department-it's a philosophy that includes every person and aspect of the best and brightest companies.

In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
- Membership: What if you treated the people you serve like members instead of customers?
- Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
- Partnership: What if your customers thought of you as a partner rather than just another vendor?
- Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
- The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
- Community: What if you could create a community of evangelists-loyal customers who brag about you to their friends and associates?
- Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service?

Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately-by any organization, large or small.

Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!

Product Details

ISBN-13: 9781608321353
Publisher: Greenleaf Book Group, LLC
Publication date: 04/05/2011
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 240
Sales rank: 656,836
File size: 2 MB

About the Author

Shep Hyken is the founder and Chief Amazement Officer at Shepard Presentations, where he helps companies build loyal relationships with customers and employees. His articles have appeared in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal bestseller, The Cult of the Customer. His wide variety of clients include smaller companies with less than fifty employees to corporate giants such as American Airlines, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more. He is also a prolific speaker, well-known for his entertaining, high-energy presentations, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the professional speaking industry.

Table of Contents

Part 1 What Is Amazement?

Chapter 1 The Right Thing to Do 3

Chapter 2 How We Got Here 7

Part 2 The Master Class

Chapter 3 The Master Class: American Express 23

Part 3 Role Models for Amazement

Chapter 4 Strategy #1: Provide Membership 49

Chapter 5 Strategy #2: Have Serious FUN 67

Chapter 6 Strategy #3: Cultivate Partnership 87

Chapter 7 Strategy #4: Hire Right 105

Chapter 8 Strategy #5: Create a Memorable After-Experience 121

Chapter 9 Strategy #6: Build Community 135

Chapter 10 Strategy #7: Walk the Walk 153

Afterword 171

Part 4 Create Your Own Amazement Revolution

Appendix A The ART of Amazement To-Do List 175

Appendix B Amazement Brainstorm Worksheets 187

Notes 199

Acknowledgments 203

Index By Subject 205

Index By Company 211

About the Author 213

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