| The AMAZEMENT Revolution Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken |
| A Customer Service Strategy Book: The Amazement Revolution by Shep Hyken, Customer Service Expert Featuring Seven Customer Service Amazement Strategies |
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About The Amazement Revolution
A New York Times, Wall Street Journal and USA Today Bestseller
Customer service isn’t a department — it’s a philosophy that must be embraced by
every member of an organization.
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 Wall Street Journal bestselling book The Cult of the Customer, Shep Hyken shares
seven powerful strategies that any organization can implement to create greater
customer and employee loyalty. As evidence that these strategies work, Hyken shares
more than fifty examples of role-model companies who understand that customer
service isn’t just a department, but a philosophy that affects every member of an
organization. These examples, each insightfully dissected by the author, provide
dozens of lessons that 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 expertise of
Shep Hyken. His client list is a who’s who in the business world. As an author and
speaker, Hyken is known for his simple and direct strategies that help his clients build
successful, customer-focused organizations.
Read a sample from the book - the first three chapters. Click here.
Table of Contents
Chapter One: The Right Thing to Do
Chapter Two: What is Amazement?
How We Got Here – A review of the Cult of the Customer and Moments of Magic®
The Seven Strategies – Overview
Role Models - How we chose the companies we chose?
Chapter Three: The Master Class – American Express
Chapter Four: Strategy One – Membership Has Its Privileges
Chapter Five: Strategy Two – Serious FUN
Chapter Six: Strategy Three – Partnership
Chapter Seven: Strategy Four – Hiring Right (Sing For Your Job)
Chapter Eight: Strategy Five – The After Experience ™
Chapter Nine: Strategy Six – Community
Chapter Ten: Strategy Seven – Walk the Walk
Chapter Eleven: Implementation (Forms and Exercises)
Epilogue
Appendix
Notes
Acknowledgements
Index
Publisher: Greenleaf Book Group
Hardback book - 224 pages
Order the book today and receive special extra's!
Media Inquiries click here.
Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222
shep@hyken.com || http://www.hyken.com
Copyright ©2011 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC
A New York Times, Wall Street Journal and USA Today Bestseller
Customer service isn’t a department — it’s a philosophy that must be embraced by
every member of an organization.
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 Wall Street Journal bestselling book The Cult of the Customer, Shep Hyken shares
seven powerful strategies that any organization can implement to create greater
customer and employee loyalty. As evidence that these strategies work, Hyken shares
more than fifty examples of role-model companies who understand that customer
service isn’t just a department, but a philosophy that affects every member of an
organization. These examples, each insightfully dissected by the author, provide
dozens of lessons that 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 expertise of
Shep Hyken. His client list is a who’s who in the business world. As an author and
speaker, Hyken is known for his simple and direct strategies that help his clients build
successful, customer-focused organizations.
Read a sample from the book - the first three chapters. Click here.
Table of Contents
Chapter One: The Right Thing to Do
Chapter Two: What is Amazement?
How We Got Here – A review of the Cult of the Customer and Moments of Magic®
The Seven Strategies – Overview
Role Models - How we chose the companies we chose?
Chapter Three: The Master Class – American Express
Chapter Four: Strategy One – Membership Has Its Privileges
Chapter Five: Strategy Two – Serious FUN
Chapter Six: Strategy Three – Partnership
Chapter Seven: Strategy Four – Hiring Right (Sing For Your Job)
Chapter Eight: Strategy Five – The After Experience ™
Chapter Nine: Strategy Six – Community
Chapter Ten: Strategy Seven – Walk the Walk
Chapter Eleven: Implementation (Forms and Exercises)
Epilogue
Appendix
Notes
Acknowledgements
Index
Publisher: Greenleaf Book Group
Hardback book - 224 pages
Order the book today and receive special extra's!
Media Inquiries click here.
Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222
shep@hyken.com || http://www.hyken.com
Copyright ©2011 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC
“In reading Shep Hyken’s The Amazement Revolution, I applaud his approach. At American Express, we view service not as a cost, but an investment in building customer relationships. Through Relationship Care—our overarching service ethos—we strive to emotionally connect with our customers and add value to every interaction. The seven strategies outlined in this book are exactly how we operate.” --James P. Bush, executive vice president, World Service, American Express "The true measure of Shep Hyken's success as a communicator is simple. His books always exceed the readers' expectations. The Amazement Revolution is no exception!" --J. Kim Tucci,co-founder, The Pasta House Co. |
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