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- Herausgeber: Business Book Summaries
- Kategorie: Fachliteratur
- Sprache: Englisch
The must-read summary of Shep Hyken's book: "Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet".
This complete summary of the ideas from Shep Hyken's book "Amaze Every Customer Every Time" shows how you have a competitive edge when you amaze your customers every time they deal with you, regardless of the state of the economy or the dynamics of the marketplace in which you operate. In his book, the author explains that there are five elements that are necessary for creating customer experiences that amaze: great leaders, culture, tools, service and community. This summary details each of these elements and provides advice on exactly how to improve them.
Added-value of this summary:
• Save time
• Understand key concepts
• Expand your knowledge
To learn more, read "Amaze Every Customer Every Time" and discover the key to leaving customers amazed after every interaction.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 34
Veröffentlichungsjahr: 2014
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Book PresentationAmaze Every Customer Every Time by Shep Hyken
Summary of Amaze Every Customer Every Time (Shep Hyken)
Book PresentationAmaze Every Customer Every Time by Shep Hyken
Book Abstract
MAIN IDEA
If you can amaze customers every time they deal with you, then you’ll have a valuable competitive edge regardless of the state of the economy or the dynamics of the marketplace in which you operate. Amazing customers should be Job #1 for everyone you hire.
So how do you achieve that? Amazing customers is an art. It always starts from the inside out. Amaze your employees first and they will then in turn amaze your customers. To make this happen on a consistent basis, you’ve really got to get five elements working in unison:
In sum total, amazing customers comes about when you have a customer-centered culture made up of employees who are themselves amazed. Bring these five elements together in the right way and your people will stand up and deliver amazing customer experiences. That’s the very best way to stand out from the crowd.
“Customer service is not a department. It is a philosophy! Amazing every customer every time doesn’t take a specific title. It takes the willingness to step up and become a role model who sets an example that others aspire to. You can do that, right now, whether you founded the company or just got hired today.”
– Shep Hyken
“It’s not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”
– Henry Ford
About the Author
SHEP HYKEN is founder and Chief Amazement Officer at Shephard Presentations. He specializes in consulting with companies about their customer services practices. He is an award winning public speaker as well as a best-selling author. In addition to articles which have been published in hundreds of publications, Mr. Hyken is the author of several books including Moments of Magic, The Loyal Customer, The Cult of the Customer and The Amazement Revolution. He is a graduate of the University of Missouri - Saint Louis.
The Web site for this book is at www.AmazeEveryCustomer.com.
Important Note About This Ebook
This is a summary and not a critique or a review of the book. It does not offer judgment or opinion on the content of the book. This summary may not be organized chapter-wise but is an overview of the main ideas, viewpoints and arguments from the book as a whole. This means that the organization of this summary is not a representation of the book.
Summary of Amaze Every Customer Every Time (Shep Hyken)
1. What exactly is customer amazement – and why is it important?
Customer amazement happens when you deliver customer interactions which are better than average all of the time. It’s not so much the occurrence of these superior interactions that amaze but their consistency and predictability. To amaze customers, you’ve got to knock their socks off every time – and your people are the key to achieving that. To amaze your customers, you’ve first got to amaze your employees. They will then take it from there.
A great example of a company which amazes its customers by first amazing its own employees is Ace Hardware. There are more than 4,600 Ace Hardware stores in over 70 countries with the majority being locally owned and operated. Yet Ace Hardware has ranked highest in the J.D. Power customer satisfaction survey every year for the past six years, outranking bigger companies like Home Depot and Lowe’s. Perhaps that’s why Bloomberg Businessweek ranks Ace in the top ten US brands for customer satisfaction, putting Ace Hardware in the company of Apple, L.L. Bean and the Four Seasons luxury hotel chain.
