The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

by Shep Hyken

Customer service isn’t a department—it’s a philosophy that includes every person and aspect of the best and brightest companies.

In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
- Membership: What if you treated the people you serve like members instead of customers?
- Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
- Partnership: What if your customers thought of you as a partner rather than just another vendor?
- Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
- The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
- Community: What if you could create a community of evangelists—loyal customers who brag about you to their friends and associates?
- Walking the Walk: What if every person in your company didn’t just deliver, but lived and breathed your vision for amazing customer service?

Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately—by any organization, large or small.

Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!

Genres: Business, Nonfiction

229 pages, Kindle Edition

First published April 4, 2011

About the author

The "Official" (and somewhat boring) Shep Hyken Bio...

Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the New York Times, Wall Street Journal and USA Today bestselling business author of "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that's just a few of the A's!

Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association's Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)

Reviews

[Kate M. Colby · Rating 4 out of 5]

This book was required reading for staff meeting at the company for which I work. Overall, the customer service strategies included are solid advice, but not revolutionary. The content is mostly common sense with a dash of creative thinking. However, the organization of the book is beautifully done -- splitting "amazement" into seven definable strategies and then breaking those down with case studies and specific, measurable tips for implementation is a logical, intelligent way to organize this content. If companies (the one for which I work included) truly implemented these strategies, I believe this book could lead them to "amazement" status. (Of course, reading and implementing are two vastly different processes...)

[Jim Serger · Rating 5 out of 5]

WOW!!!!!! This book shares why companies flourish, they flourish because they have built a winning atmosphere on tackling customer service head on-- they run into the fire, instead of away from it. Shep Hyken did a justice to support how to handle customer service-- the book is filled with an enormous amount of information that you will learn to amaze your customers. If you provide service to anyone, in any field this book will amaze you and you will be part of the revolution.

[Khalid Sultan Khalid · Rating 1 out of 5]

Dull opening, defining what Amazement means in the dictionary. Then the style carries throughout.

Then author goes on and on focusing excessively on personal anecdotes; lacks practical ideas and thoughts.

I gave the book the benefit of the doubt but completely lost my interest when reaching the American Express chapter. He puts Full Name, HQ address, number of employees, and many other unnecessary details. Absolute nonsense.

I am getting more surprised how many people can write BS and call it a book.

[Emily Burkett · Rating 4 out of 5]

It took me a long time to get into this book. Afterbit finished talking about American Express, we gained some traction. Great book for starting conversations and offering examples of good customer service.

[Antonio Vargas · Rating 4 out of 5]

I like Shep Hykens thinking about customer experience designs.

[Sue · Rating 4 out of 5]

Must read business book on the subject of Customer Service.

[Michelle]

Required reading.