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 twenty-five 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.

The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

Business & Money

Shep Hyken

Marketing & Sales

wiley

In this short book/lesson you will learn the difference between a satisfied customer and a loyal customer. Frank is a cab driver who knew that satisfied customers might give him a nice tip, but loyal customers would call him every time they needed a cab. Read this book and learn the secrets to creating customer loyalty!

The Loyal Customer: A Lesson From a Cab Driver

Management & Leadership

Alan Pr

Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone

Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master--and Shep Hyken knows the tricks to making it your own.
In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including: <ul>
<li>Showing up ready to amazing</li> <li>Being proactive</li> <li>Craving feedback</li> <li>Taking responsibility</li> <li>Embracing authenticity</li> <li>Focusing on excellence</li> <li>Turning misery into magic</li> </ul>
Once you master these habits, you'll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing.

Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone

Personal Finance

Alan Press

From the New York Times and Wall Street Journal Bestseller... 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: <ul>
<li>Membership: What if you treated the people you serve like members instead of customers? </li>
<li>Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers? </li>
<li>Partnership: What if your customers thought of you as a partner rather than just another vendor? </li>
<li>Hiring: What if you could implement innovative hiring processes to support your customer-service mission? </li>
<li>The After-Experience: What if you could create a memorable, positive experience after someone did business with you? </li>
<li>Community: What if you could create a community of evangelists--loyal customers who brag about you to their friends and associates? </li>
<li>Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service? </li>
</ul> 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! #11 New York Times Bestseller #3 Wall Street Journal Bestseller #1 USA Today Bestseller

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

Processes & Infrastructure

Greenleaf Book Group

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business--in any market and any economy.
 Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
 Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools--like ''Ask the extra question'' and ''Focus on the customer, not the money''--are simple, clear, useful for almost anybody, and supported with compelling research and stories. 
 Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet

Greenleaf Book Group Press

Greenleaf Book 9781626340374 Amaze Every Customer Book By Shep Hyken (Pack Of 3)

Convenience is King When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There is 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.

The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

Sound Wisdom

How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone's job. Customer service is not a department. It's not just for people on the front lines. It's the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It's the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I'll Be Back you will learn??How to design and create an experience that gets customers to return, again and again ?The one trackable trend that leaders must monitor every morning?The difference between repeat customers and loyal customers?How to build the I'll Be Back culture?How delivering an amazing customer experience is within the reach of every organization?The two simple words that are the secret to every customer service program?Why most "loyalty programs" fail to create customer loyalty?How to personalize the customer experience?Why setting up or expanding self-service and digital customer service choices are is a must, not an option?Ten loyalty killers that can terminate your relationship with your customers?And much more!This book includes the must-have tools, tactics and strategies you need to get your customers to say, "I'll be back!"

I'll Be Back

"Only the Best on Customer Service" is one of a series of "Only the Best" books that feature great ideas for improving your life and your business from some of America's top speakers, trainers, consultants and authors.

Only The Best On Customer Service (Only The Best Series)

Scott McKain

Roxanne Emmerich

Dan Clark

Mel Kleiman

Larry H. Winget

Sue Pistone

Keith Harrell

Mikki Williams

Sue Hershkowitz

Vic Osteen

Marc Hardy

lisa-ford

Win Publications

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Books by Shep Hyken