Customer Service Book Hits Bestseller List
USA - Book sales prove businesses want to improve service
If customer service is so important to a company's success,
then why is customer satisfaction at its lowest point since
2008, according to a recent American Customer Satisfaction Index
study?
Customer service expert, speaker and best-selling business
author Shep Hyken is reversing the trend as his new book "The
Amazement Revolution: Seven Customer Service Strategies to
Create an Amazing Customer (and Employee) Experience."
"I want to start a revolution in business," says Hyken, "one
that will take average customer service to the level of customer
amazement." It looks the revolution has begun! The Amazement
Revolution by business author and speaker Shep Hyken sold over
11,000 copies since its launch April 5, 2011.
The seven customer amazement strategies in the book include:
1. Membership: Treat customers like members, even if you don’t
call them members.
2. Serious F.U.N.: Create a culture where your employees are Fulfilled, hired for their unique abilities and are excited about what’s next.
3. Partnership: Be so good that your customers think of you as their partner, rather than just another vendor.
4. Hiring: Implement innovative hiring processes to support your customer service mission.
5. The After-Experience: Create a memorable positive experience after someone does business with you.
6. Community: Create a community of evangelists – loyal customers who brag about you to their friends and associates.
7. Walking the Walk: Employees shouldn’t just deliver amazing
customer service to customers. They should model it for others
within the organization.
Everyone has the opportunity to be a leader when it comes to
customer service. "Customer service is not a department," Hyken
says. "It is a philosophy that includes every person and aspect
of the best and brightest companies."
Hyken uses fifty "role model" companies as examples of how to
implement the seven strategies. From American Express to
Zappos.com, from large Fortune 100 companies to small businesses
with just one solo entrepreneur, you will learn how to create a
culture of customer and employee amazement.
About Shep Hyken
Shep Hyken is available for interviews to discuss the state
of customer service and how some companies are using this as
their most powerful competitive advantage. He will also expand
on the seven key strategies that create a culture focused on
creating customer (and employee) amazement. Get an online sneak
preview of The Amazement Revolution (the first three chapters)
at:
http://www.AmazementRevolution.com
