| 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 _______________________ Once again Shep Hyken has used his "magic" to make customer service easy-to-understand and implement. I am definitely a member of "The Cult of the Customer," and once you've read this book you will be too. -- Keith Rhodes CFO, Senior Vice President Alter Trading Whatever happens on the inside of a company is also felt on the outside. This book delivers a step-by-step approach on how your company can create amazing internal experiences that directly impacts the customer. -- Jon Williams Vice President Good Earth Tools |
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By Shep Hyken
Author of Moments of Magic and The Loyal Customer
Cult Forms
The following forms and exercises are from Chapter
17 in The Cult of the Customer. These have been
adapted from The Customer Focus customer service
training program. Shep Hyken's clients have been
using these forms for years. The methods work,
and they will help you on your journey toward
Amazement.
First, it might be helpful for you to complete the
checklists in Chapter 17. This will help you
determine which of the Cults that you and your
company are currently in...
1. The Cult of Uncertainty
2. The Cult of Alignment
3. The Cult of Experience
4. The Cult of Ownership
5. The Cult of Amazement
Once you go through the checklists, complete the
forms, and begin the journey.
The forms include:
1. What Cult Are You In?
2. The Touch Points Chain
3. Impact Point Awareness Exercise
4. Moments of Magic Strategy Grid
5. Moments of Misery Strategy Grid
6. Moments of Magic Card
7. Moments of Innovation Card
Frequency: You should work through the all of the
checklists and the first five forms/exercises monthly
for the first three months, and then quarterly after
that. The Moments of Magic Cards and Moments of
Innovation Cards should be completed weekly.
Click here to download the five checklists.
Click here to download the seven forms/exercises.
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 © 2009 by Shep Hyken and Shepard Presentations
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
Cult Forms
The following forms and exercises are from Chapter
17 in The Cult of the Customer. These have been
adapted from The Customer Focus customer service
training program. Shep Hyken's clients have been
using these forms for years. The methods work,
and they will help you on your journey toward
Amazement.
First, it might be helpful for you to complete the
checklists in Chapter 17. This will help you
determine which of the Cults that you and your
company are currently in...
1. The Cult of Uncertainty
2. The Cult of Alignment
3. The Cult of Experience
4. The Cult of Ownership
5. The Cult of Amazement
Once you go through the checklists, complete the
forms, and begin the journey.
The forms include:
1. What Cult Are You In?
2. The Touch Points Chain
3. Impact Point Awareness Exercise
4. Moments of Magic Strategy Grid
5. Moments of Misery Strategy Grid
6. Moments of Magic Card
7. Moments of Innovation Card
Frequency: You should work through the all of the
checklists and the first five forms/exercises monthly
for the first three months, and then quarterly after
that. The Moments of Magic Cards and Moments of
Innovation Cards should be completed weekly.
Click here to download the five checklists.
Click here to download the seven forms/exercises.
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 © 2009 by Shep Hyken and Shepard Presentations
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" is
an inspiration; written in a
way that all companies in all
industries can relate to, and
therefore benefit from, by
using the tools in the book to
build customer loyalty and
employee evangelists,
resulting in a journey toward
amazement that is
guaranteed to separate you
from your closest competitor.
-- Ken Muskat, ACC
Vice President, Sales
Royal Caribbean International
an inspiration; written in a
way that all companies in all
industries can relate to, and
therefore benefit from, by
using the tools in the book to
build customer loyalty and
employee evangelists,
resulting in a journey toward
amazement that is
guaranteed to separate you
from your closest competitor.
-- Ken Muskat, ACC
Vice President, Sales
Royal Caribbean International
| 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 - Click Here International - Click Here You can also order from Amazon.com (and most other on-line retailers. Also available in bookstores everywhere. |
| Wall Street Journal and USA Today Best-Seller |