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- Herausgeber: Business Book Summaries
- Kategorie: Fachliteratur
- Sprache: Englisch
The must-read summary of Shep Hyken's book: "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience".
This complete summary of the ideas from Shep Hyken's book "The Amazement Revolution" shows that customer service isn’t a department within a company – it’s everything the company does. If you can amaze your customers, they will become addicted to doing business with you or, more specifically, to the quality of the experience they receive from you. In his book, the author presents seven amazement strategies from the best customer service focused organisations in the world, which you can use to bring your customers into a "Cult of Amazement". This summary is a must-read for any manager who wants to learn from the best and become the top service organisation in their industry.
Added-value of this summary:
• Save time
• Understand key concepts
• Expand your knowledge
To learn more, read "The Amazement Revolution" and find out how to teach your employees to deliver a superior experience to your customers.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 35
Veröffentlichungsjahr: 2014
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Book Presentation: The Amazement Revolution by Shep Hyken
Book Abstract
About the Author
Important Note About This Ebook
Summary of The Amazement Revolution (Shep Hyken)
Book Presentation: The Amazement Revolution by Shep Hyken
Book Abstract
MAIN IDEA
Customer service isn’t a department within your company – it’s everything you do. If you can amaze your customers, they will become addicted to doing business with you or more correctly to the level of the experience they receive from you. If you can bring your customers into a “Cult of Amazement” you create, you’ll have a strategic competitive advantage over everyone else in your field.
“Amazement is not a single experience. It is the consistent outcome of expecting and getting the right thing. The cult of amazement involves both customers and employees. Expecting your employees to deliver a superior experience to your organization’s customers when they have not enjoyed this unique culture as a result of working for you is worse than unrealistic. It’s delusional!”
– Shep Hyken
There are seven amazement strategies which are shared by the best customer service focused organizations in the world. It makes sense to study what these companies are doing right and then to integrate their best practices into your own workplace. Learn from the best and then figure out what you need to do to become the premier service organization for your industry. Make amazing your customers the centerpiece of your customer strategy and you can’t go wrong.
About the Author
SHEP HYKEN is a speaker and the Chief Amazement Officer of Shepard Presentations, his own consulting firm which he established in 1983. He is the author of Moments of Magic, The Loyal Customer and The Cult of the Customer. Mr. Hyken specializes in developing customer service strategies for clients ranging from Fortune 100 companies to small businesses. He is a graduate of the University of Missouri – Saint Louis.
The Web site for this book is at www.AmazementRevolution.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 The Amazement Revolution (Shep Hyken)
1. Membership
Change your mindset to treat your customers more like members of an exclusive club with special benefits attached. Offer members exclusive benefits and amenities. Invest in creating a membership experience customers will rave about.
At a superficial level, some people might think this is just a matter of describing your customers as “members” instead of “customers” but the membership amazement strategy means much more. Membership means when people decide to do business with you, they achieve a special status in your eyes – they become partners in what your organization is attempting to do to make the world a better place. As fully fledged partners, they are then entitled to better levels of service than they would normally expect. You recognize that special relationship by providing your customers with a level of value which is simply not available elsewhere.
To implement this strategy, some ideas you can consider using would include these:
Identify your fist-time customers and create some kind of welcoming ritual just for them
When customers go to any of the Four Seasons global family of luxury hotels for the first time, they’re given a specially designed welcoming procedure which provides “Recognition, Reassurance and Respect”. Guests are called by name throughout the check-in. The customer’s time is respected so instead of waiting for the guest to catch the receptionist’s eye, the receptionist actively greets guests and makes it clear: “You are the most important priority for me right now.” Typically, check-in is accomplished in four minutes or less in an interaction which flows seamlessly and smoothly.
“It became clear that the greatest luxury for our customers was time, and our service could help them make the most of that.”
– Isadore Sharp, chairman and CEO, Four Seasons
