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The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists - Paperback | Diverse Reads

The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists

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In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create.

In The Cult of the Customer, Hyken shows 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 journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can 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.

ISBN-13: 9781640951532

Media Type: Paperback(New Edition, Updated & Revised)

Publisher: Sound Wisdom

Publication Date: 03-17-2020

Pages: 280

Product Dimensions: 6.00(w) x 8.90(h) x 0.70(d)

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

Read This First 9

Part 1 The Purpose of Your Business 13

Chapter 1 The Genie and the Ice Cream Shop 15

Chapter 2 Do You Need This Book? 17

Chapter 3 The Three Forces 35

Part 2 The Five Cults 45

Chapter 4 Uncertainty 47

Chapter 5 Alignment 59

Chapter 6 Experience 69

Chapter 7 Ownership 81

Chapter 8 Amazement 91

Part 3 The Journey to Amazement 105

Chapter 9 What the Journey Looks Like from the Inside 107

Chapter 10 What the Journey Looks Like from the Outside 123

Chapter 11 Launching the Amazement Revolution 141

Part 4 Amazement in Action 159

Chapter 12 Little Things 163

Chapter 13 Problem Solving and Recovery 173

Chapter 14 Opportunity Knocks 191

Chapter 15 Proactive Service and Follow-Through 199

Chapter 16 The Art of Wow 209

Part 5 Creating the Cult of the Customer 225

Chapter 17 Tools for Success 227

Epilogue 253

Notes 257

Acknowledgments 265

About the Author 267

Index 269