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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.
What is the amazement revolution? It is the culture that can drive
any organisation -- from one employee to tens of thousands -- to
focus completely on delivering an amazing customer-service
experience. In this sequel to the Wall Street Journal best-selling
book "The Cult of the Customer", Shep Hyken shares seven powerful
strategies that any organisation can implement to create greater
customer and employee loyalty. In a tough, competitive, and
price-sensitive economy, customer service is one of the most
essential tools to separate your business from the competition.
These strategies work, as evidenced by the more than seventy case
studies and examples that Hyken shares throughout the book. These
examples provide dozens of lessons that can and should be
implemented immediately. 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 organisations.
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