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 © 2010 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC
More On Shep Hyken...
Shep Hyken, CSP, CPAE is a customer service and customer experience speaker. He is also
the creator of The Customer Focus™ program. This is a customer service training program
that helps companies develop a customer service culture, creates loyal customers and creates
a better environment for employees (internal customer service). For more information on
The Customer Focus™ program, please click here. (www.TheCustomerFocus.com)
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 © 2010 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC
More On Shep Hyken...
Shep Hyken, CSP, CPAE is a customer service and customer experience speaker. He is also
the creator of The Customer Focus™ program. This is a customer service training program
that helps companies develop a customer service culture, creates loyal customers and creates
a better environment for employees (internal customer service). For more information on
The Customer Focus™ program, please click here. (www.TheCustomerFocus.com)
| The Cult of The Customer |
| Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists |
| By Shep Hyken Author of Moments of Magic and The Loyal Customer |
Home Table of Contents Download Forms and Exercises Meet the Author: Shep Hyken Read Shep's Articles Contact Shep _______________________ At Zappos.com, we've always recognized that customers need to be more than satisfied -- they need to be WOWed! Shep recognizes this as well in his book, and gives plenty of examples of how different companies go about creating WOW experiences. -- Tony Hsieh, CEO Zappos.com This book reflects the core values of our approach at Morton’s The Steakhouse. We not only serve The Best Steak Anywhere, but Morton's is truly focused on providing our guests with Morton's Genuine Hospitality, second to none in restaurant dining. This book is all about providing you with the necessary tools to create that amazing, top of the line experience for every guest. -- Thomas J. Baldwin Chairman CEO and President Morton’s Restaurant Group Ultimately, we want loyal customers - not just to our brand, but also our dealerships. “The Cult of the Customer” teaches how to get customers, in virtually any business, to come back again and again. -- Mike Rencis Customer Service Operations Manager Toyota Motor Sales, USA |
| Wall Street Journal and USA Today Best-Seller |
| Click here for a free subscription to The Shepard Letter. Shep Hyken's short monthly newsletter includes articles on customer service, business tips and more. Subscribe now! |
| NEW Now available as an iPhone App. Do you have an iPhone or iPod Touch? Click here to find out how you can get your "Cult of the Customer" app for free! |
What is The Cult of the Customer?
If you're in business, it's the cult you want to
belong to.
First things first: There's nothing scary about the
word "cult." If you stop and think about it, you'll
realize you can find the word "cult" inside words
you already know and use without any problem,
words like "culture" and "cultivate." "Cult" comes
from the Latin word cultus, which originally
meant "care or tending." What we're proposing in
this book is creating a corporate culture that is so
focused on taking care of and tending to
employees and customers that the culture itself
creates Evangelists. Evangelists are special people
who go out of their way to tell the world just
how great you and your company are. They are
exactly the kind of advocates that you want your
organization's culture to create. That's the end
result of The Cult of the Customer.
There are many companies who have managed to
build a culture that reaches this level; a culture
rooted in a concept called Amazement. In this
book, I'll tell you their stories, show you exactly
how they made The Cult of the Customer
happen, and show you how you can make it
happen, too.
The Discovery
Since the mid-1980s, I’ve been speaking and
writing about customer service, internal service,
customer loyalty, the customer experience;
virtually anything that had to do with building a
relationship with the people with whom you
work or do business. This book takes everything
I've learned in that time to a higher level. It's
based on a discovery I made recently; something
that I've suspected for years, but have only now
been able to prove with the examples and
principles in this book:
Employees and customers live in parallel worlds.
Years ago, I identified five phases that customers
go through from the time they first start doing
business with you until they become loyal to you
and your company. Here is the interesting part --
the part that matters to you and me as business
people: Employees of your company go through
identical phases.
In order for a company to create an Amazing
experience -- one that creates not just loyal
customers, but company Evangelists -- the
employees of that company must move through
these phases before the customers do. These
phases are the various Cults that your company
may be in. You'll learn about all these phases in
this book.
This is a book that you and everyone you work
with needs to read, study, discuss and embrace.
It is your guide to creating an amazing customer
experience that turns satisfied customers into
customer evangelists.
Hardback: 256 Pages
Published by Wiley
Retail $21.95
If you're in business, it's the cult you want to
belong to.
First things first: There's nothing scary about the
word "cult." If you stop and think about it, you'll
realize you can find the word "cult" inside words
you already know and use without any problem,
words like "culture" and "cultivate." "Cult" comes
from the Latin word cultus, which originally
meant "care or tending." What we're proposing in
this book is creating a corporate culture that is so
focused on taking care of and tending to
employees and customers that the culture itself
creates Evangelists. Evangelists are special people
who go out of their way to tell the world just
how great you and your company are. They are
exactly the kind of advocates that you want your
organization's culture to create. That's the end
result of The Cult of the Customer.
There are many companies who have managed to
build a culture that reaches this level; a culture
rooted in a concept called Amazement. In this
book, I'll tell you their stories, show you exactly
how they made The Cult of the Customer
happen, and show you how you can make it
happen, too.
The Discovery
Since the mid-1980s, I’ve been speaking and
writing about customer service, internal service,
customer loyalty, the customer experience;
virtually anything that had to do with building a
relationship with the people with whom you
work or do business. This book takes everything
I've learned in that time to a higher level. It's
based on a discovery I made recently; something
that I've suspected for years, but have only now
been able to prove with the examples and
principles in this book:
Employees and customers live in parallel worlds.
Years ago, I identified five phases that customers
go through from the time they first start doing
business with you until they become loyal to you
and your company. Here is the interesting part --
the part that matters to you and me as business
people: Employees of your company go through
identical phases.
In order for a company to create an Amazing
experience -- one that creates not just loyal
customers, but company Evangelists -- the
employees of that company must move through
these phases before the customers do. These
phases are the various Cults that your company
may be in. You'll learn about all these phases in
this book.
This is a book that you and everyone you work
with needs to read, study, discuss and embrace.
It is your guide to creating an amazing customer
experience that turns satisfied customers into
customer evangelists.
Hardback: 256 Pages
Published by Wiley
Retail $21.95
| Order direct... from Shep Hyken and he will sign your book. You will also receive a free one-year subscription to Shep's Weekly Insights (value: $19.95), a copy of some of Shep's favorite articles and more. Be sure to let us know if you want the book personalized to you and/or a friend. US/Domestic - Click Here International - Click Here You can also order from Amazon.com (and most other on-line retailers. Also available in bookstores everywhere. |
| Order direct... from Shep Hyken and he will sign your book. You will also receive a free one-year subscription to Shep's Weekly Insights (value: $19.95), a copy of some of Shep's favorite articles and more. Be sure to let us know if you want the book personalized to you and/or a friend. US/Domestic Orders Click Here International Orders Click Here You can also order from Amazon.com (and most other on-line retailers. Also available in bookstores everywhere. |