Author: Shep Hyken
Brand: Greenleaf Book Group Press
- Greenleaf Book Group Press
Number Of Pages: 240
Release Date: 03-09-2013
Part Number: 9781626340091
Details: Product Description
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business--in any market and any economy.
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools--like ''Ask the extra question'' and ''Focus on the customer, not the money''--are simple, clear, useful for almost anybody, and supported with compelling research and stories.
Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
"At Zappos, we aim to deliver WOW through service. This book illustrates how important it is to WOW and AMAZE Every Customer Every Time!
New York Times bestselling author of
Delivering Happiness and CEO of Zappos.com, Inc.
"The message is clear and the lessons are simple. This book is a guide to creating customer loyalty, employee engagement and overall business success."
-- Horst Schulze, Former President of Ritz-Carlton Hotels and Chairman/CEO of Capella Hotel Group
"It is crystal clear from the onset that the book is not meant to be read. It is meant to be used. This is a how-to book which takes the reader on a compelling journey to the mountaintop of customer service, which Hyken refers to as Amazement."
-- Benjamin Ola Akande, Ph.D, Dean, Webster University, Walker School of Business & Technology
"As the franchisor of multiple concepts I recognize how important customer service is to the success of a business. This book provides the tools that are needed to create a level of customer service that is... Amazing!"
-- Dina Dwyer-Owens, Chairwoman and CEO of The Dwyer Group
Amaze Every Customer Every Times
gives you the why, what and how of amazing customer service. In this highly useful book, Hyken makes it easy to understand and deliver the kind of service that keeps customers coming back for more."
-- Mark Sanborn, bestselling author of
The Fred Factor and
You Don't Need a Title to be a Leader
About the Author
Shep Hyken, customer service and experience expert, is the founder and Chief Amazement Officer at Shepard Presentations, where he helps companies build loyal relationships with their customers and employees. His clients range from companies with fewer than fifty employees to corporate giants, such as AT&T, American Express, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more. Shep is a
New York Times and
Wall Street Journal bestselling author of
Moments of Magic, The Loyal Customer, The Cult of the Customer and
The Amazement Revolution. His articles have appeared in hundreds of publications. A prolific, award-winning speaker known for his content-rich, entertaining, and high-energy presentations, Shep has been inducted into the National Speakers Association's Hall of Fame for lifetime achievement. Learn more about Shep at Hyken.com. Follow on Twitter: @Hyken Like on Facebook: ShepHykenSpeaker Connect on LinkedIn: linkedin.com/in/ShepHyken Join on Google+: gplus.to/ShepHyken Watch on YouTube: YouTube.com/ShepHyken
Package Dimensions: 9.3 x 6.3 x 1.0 inches