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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satis |  |
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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satis | |
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.
No matter what you sell, who you sell it to, or how much (or little) of it you sell, your business revolves around customers. Keeping customers happy, keeping them coming back for more, and keeping them loyal to your brand are the most basic ingredients of business success. The Cult of the Customer shows you how to create the kind of customer experience that leads to endless loyalty and constant referrals.
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. You must amaze them with "Moments of Magic" that transform them into customer evangelists—customers who go out of their way to tell the world about you and your business.
作者简介
Author Shep Hyken has spent twenty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows you 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 same journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer—and shows you how to 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.
Shep Hyken is a speaker and author who helps companies build loyal relationships with customers and employees. He is the author of Moments of Magic and The Loyal Customer, as well as the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset. His wide variety of clients range from smaller companies to such corporate giants as American Airlines, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more.
专业书评 From the Back Cover
What Is the Cult of the Customer?
It is a culture that focuses on creating an amazing experience for both employees and customers.
This book will take you through the five cults, or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists. These customers aren't just loyal . . . they're your company advocates. They give unsolicited testimonials and referrals and become extensions of your marketing and sales departments. Filled with dozens of case studies and lessons, this book will guide you through a process that develops an employee culture dedicated to creating an exceptional service experience, both inside and outside of your company.
"This book reflects the core values of our approach at Morton's The Steakhouse®. We not only serve The Best Steak Anywhere, but we are 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
"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
"At Verizon Wireless, we are passionate about creating a great customer experience in every customer interaction.?This book takes you through the necessary steps to create a world-class customer service organization."
—Eileen Creeden, Vice President, Northeast Customer Service, Verizon Wireless
"Ultimately, we want loyal customers—not just loyal to our brand, but also to 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
目录
Acknowledgements.
Introduction: What is Cult of Customer?
Part One. The Purpose of Your Business.
Chapter One. The Genie & the Ice Cream Shop.
Chapter Two. Do You Need this Book?
Chapter Three. The Three Forces.
Part Two. The Five Cults.
Chapter Four. Uncertainty.
Chapter Five. Alignment.
Chapter Six. Experience.
Chapter Seven. Ownership.
Part Three. The Journey to Amazement.
Chapter Nine. What the Journey Looks Like From the Inside.
Chapter Ten. What the Journey Looks Like From the Outside.
Chapter Eleven. Launching the Amazement Revolution.
Part Four. Amazement in Action.
Chapter 12. Little Things.
Chapter 13. Problem-Solving and Recovery.
Chapter 14. Opportunity Knocks.
Chapter 15. Proactive Service and Follow-Through.
Chapter 16. The Art of WOW.
Part Five. Creating the Cult of the Customer.
Chapter 17. Tools for Success.
Chapter 18. Epilogue.
About the author.
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