Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There’s a reason they call it a convenience store – because it’s convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase. What about the minibar in your hotel room? That’s convenient too...but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel’s mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day. Customers will pay for convenience. And they’ll choose to do more business over time with the people and companies that make their lives more convenient! Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers. The value proposition is both simple and profound: when you reduce friction and make it easier for customers to do business with you, they’ll reward you with their money, their loyalty, and their referrals. That’s the advantage of being a part of The Convenience Revolution.
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About the Author
Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
Table of Contents
Chapter 1 How to Use This Book 1
Chapter 2 The Convenience Revolution: An Overview 3
Chapter 3 The Six Principles of the Convenience Revolution 15
Chapter 4 Amazon: The Most Convenient Company on Earth 25
Chapter 5 Principle One: Reduce Friction 39
Chapter 6 Principle Two: Self-Service 63
Chapter 7 Principle Three: Technology 87
Chapter 8 Principle Four: Subscription 109
Chapter 9 Principle Five: Delivery 135
Chapter 10 Principle Six: Access 159
Chapter 11 When Does It Not Make Sense to Offer More Convenience? 183
Epilogue: Convenience Is Not Just for Companies 191
Potent Quote Sources 201
Most Helpful Customer Reviews
Customer Relations, Consumer Behavior, Marketing Bestselling author, Shep Hyken’s new book “The Convenience Revolution” is cutting edge, up to date and a must-read for today’s leaders. Shep writes with passion, is astute in his presentation, and secure in his convictions. He is right on target on his conclusions regarding the imperative need for creating greater customer convenience in today’s competitive market strategies. Powerful case studies and company profiles accentuate the importance behind his assertion that the next frontier of customer service is convenience in creating customer loyalty in companies of every size. Hyken is known for his leadership in customer service. His six core concepts should become the creed for creating and sustaining consumer demand and economic success. “The Convenience Revolution” is destined to create a tidal wave in customer service. The subtitle of the book; “How to Deliver a Customer Service Experience That Disrupts the Competition & Creates Fierce Loyalty” sums up the contents. A complimentary copy of this book was provided for review purposes. The opinions expressed are my own.