| The Cult of The Customer |
| Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists |
Home Table of Contents Download Forms and Exercises Meet the Author: Shep Hyken Read Shep's Articles Contact Shep _______________________ Years ago Shep Hyken defined a new standard for outstanding customer service through showing us how to create Moments of Magic. The Cult of the Customer expands on his previous work in ways both revolutionary and evolutionary, moving beyond "moments" to forming a culture of customer experience that creates not only advocates but "Evangelist" for you, your business and your brand. If this is your Vision then this is your book! -- Barry Knight, President NEXT Financial Group Selling mortgages is a commodity business, and that presents a real problem. How do we compete when our competition sells the same thing that we do - and at the same price? The answer is in The Cult of the Customer. Drink Shep's Kool Aid. Study this book. Work though the exercises. You will gain the competitive edge you need to succeed. -- Doug Schukar, CEO USA Mortgage |
| 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! |
By Shep Hyken
Author of Moments of Magic and The Loyal Customer
The Cult of the Customer
Table of Contents
(Hardback - 256 Pages)
Read This First
Part One – The Purpose of Your Business
1. The Genie and the Ice Cream Shop
2. Do You Need This Book
3. The Three Forces
Part Two – The Five Cults
4. Uncertainty
5. Alignment
6. Experience
7. Ownership
8. Amazement
Part Three – The Journey to Amazement
9. The Internal March to Amazement
10. The External March to Amazement
11. Launching the Amazement Revolution
Part Four – Amazement in Action
12. Little Things
13. Problem Solving and Recovery
14. Opportunity Knocks
15. Pro-Active Service and Follow Through
16. The Art of Wow
Part Five – Creating the Cult of the Customer
17. Tools for Success
18. Epilogue
Acknowledgements
Meet Shep Hyken
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 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)
Author of Moments of Magic and The Loyal Customer
The Cult of the Customer
Table of Contents
(Hardback - 256 Pages)
Read This First
Part One – The Purpose of Your Business
1. The Genie and the Ice Cream Shop
2. Do You Need This Book
3. The Three Forces
Part Two – The Five Cults
4. Uncertainty
5. Alignment
6. Experience
7. Ownership
8. Amazement
Part Three – The Journey to Amazement
9. The Internal March to Amazement
10. The External March to Amazement
11. Launching the Amazement Revolution
Part Four – Amazement in Action
12. Little Things
13. Problem Solving and Recovery
14. Opportunity Knocks
15. Pro-Active Service and Follow Through
16. The Art of Wow
Part Five – Creating the Cult of the Customer
17. Tools for Success
18. Epilogue
Acknowledgements
Meet Shep Hyken
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 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)
We sell more than Teddy
Bears. What we sell are
experiences and
memories that last a
lifetime. Get into The Cult
of the Customer and
you won't just amaze your
customers; they will
amaze you - with their love
and passion for the
experiences you create for
them!
-- Maxine Clark
Chief Executive Bear
Build-A-Bear Workshop
Bears. What we sell are
experiences and
memories that last a
lifetime. Get into The Cult
of the Customer and
you won't just amaze your
customers; they will
amaze you - with their love
and passion for the
experiences you create for
them!
-- Maxine Clark
Chief Executive Bear
Build-A-Bear Workshop
| 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. |
| 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. |