Overview

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.  

Full Product Details

Author:   Shep Hyken
Publisher:   Sound Wisdom
Imprint:   Sound Wisdom
Edition:   New Edition, Updated & Revised
Dimensions:   Width: 15.50cm , Height: 1.30cm , Length: 22.90cm
Weight:   0.363kg
ISBN:  

9781640951532

ISBN 10:   1640951539
Pages:   280
Publication Date:   17 March 2020
Audience:   General/trade ,  General
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Read This First, 9; Part One, The Purpose of Your Business, 13; Chapter One, The Genie and the Ice Cream Shop, 15; Chapter Two, Do You Need This Book?, 17; Chapter Three, The Three Forces, 35; Part Two, The Five Cults, 45; Chapter Four, Uncertainty, 47; Chapter Five, Alignment, 59; Chapter Six, Experience, 69; Chapter Seven, Ownership, 81; Chapter Eight, Amazement, 91; Part Three, The Journey to Amazement, 105; Chapter Nine, What the Journey Looks Like from the Inside, 107; Chapter Ten, What the Journey Looks Like from the Outside, 123; Chapter Eleven, Launching the Amazement Revolution, 141; Part Four, Amazement in Action, 159; Chapter Twelve, Little Things, 163; Chapter Thirteen, Problem Solving and Recovery, 173; Chapter Fourteen, Opportunity Knocks, 191; Chapter Fifteen, Proactive Service and Follow-Through, 199; Chapter Sixteen, The Art of Wow, 209; Part Five, Creating the Cult of the Customer, 225; Chapter Seventeen, Tools for Success, 227; Epilogue, 253; Notes, 257; Acknowledgments, 265; About the Author, 267; Index, 269  

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Author Information

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.

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