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Full Description
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. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer , Hyken shows 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 journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer - and shows how you can 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.
Contents
Acknowledgements. IntroductionPurpose 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.
