The Cult of the Customer
Create an Amazing Customer Experience That
Turns Satisfied Customers into Customer
Evangelists
What is The Cult of the Customer?
If you're in business, it's the cult you want to belong to!
First things first: There's nothing scary about the word
"cult." If you stop and think about it, you'll realize you can find
the word "cult" inside words you already know and use
without any problem, words like "culture" and "cultivate."
"Cult" comes from the Latin word cultus, which originally
meant "care or tending." What we're proposing in this book is
creating a corporate culture that is so focused on taking care
of and tending to employees and customers that the culture
itself creates Evangelists. Evangelists are special people who
go out of their way to tell the world just how great you and
your company are. They are exactly the kind of advocates
that you want your organization's culture to create. That's the
end result of The Cult of the Customer.
There are many companies who have managed to build a
culture that reaches this level; a culture rooted in a concept
called Amazement. In this book, I'll tell you their stories, show
you exactly how they made The Cult of the Customer
happen, and show you how you can make it happen, too.
The Discovery
Since the mid-1980s, I’ve been speaking and writing about
customer service, internal service, customer loyalty, the
customer experience; virtually anything that had to do with
building a relationship with the people with whom you work or
do business. This book takes everything I've learned in that
time to a higher level. It's based on a discovery I made
recently; something that I've suspected for years, but have
only now been able to prove with the examples and principles
in this book:
Employees and customers live in a parallel world.
Years ago, I identified five phases that customers go through
from the time they first start doing business with you until
they become loyal to you and your company. Here is the
interesting part -- the part that matters to you
and me as business people: Employees of your company go
through identical phases.
In order for a company to create an Amazing experience --
one that creates not just loyal customers, but company
Evangelists -- the employees of that company must move
through these phases before the customers do. These
phases are the various Cults that your company may be in.
You'll learn about all these phases in this book.
This is a book that you and everyone you work with needs to
read, study, discuss and embrace. It is your guide to
creating an amazing customer experience that turns satisfied
customers into customer evangelists.
What others say...
At Zappos.com, we've always recognized that customers
need to be more than satisfied -- they need to be WOWed!
Shep recognizes this as well in his book, and gives plenty of
examples of how different companies go about creating
WOW experiences.
-- Tony Hsieh
CEO
Zappos.com
This book reflects the core values of our approach at Morton’
s The Steakhouse. We not only serve The Best Steak
Anywhere, but Morton's is truly focused on providing our
guests with Morton's Genuine Hospitality, second to none in
restaurant dining. This book is all about providing you with the
necessary tools to create that amazing, top of the line
experience for every guest.
-- Thomas J. Baldwin,
Chairman CEO and President
Morton’s Restaurant Group
Ultimately, we want loyal customers - not just to our
brand, but also our dealerships. “The Cult of the Customer”
teaches how to get customers, in virtually any business, to
come back again and again.
-- Mike Rencis
Customer Service Operations Manager
Toyota Motor Sales, USA
Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222
shep@hyken.com || http://www.hyken.com
Copyright ©1998-2009 by Shep Hyken, CSP, CPAE
and Shepard Presentations, LLC
Create an Amazing Customer Experience That
Turns Satisfied Customers into Customer
Evangelists
What is The Cult of the Customer?
If you're in business, it's the cult you want to belong to!
First things first: There's nothing scary about the word
"cult." If you stop and think about it, you'll realize you can find
the word "cult" inside words you already know and use
without any problem, words like "culture" and "cultivate."
"Cult" comes from the Latin word cultus, which originally
meant "care or tending." What we're proposing in this book is
creating a corporate culture that is so focused on taking care
of and tending to employees and customers that the culture
itself creates Evangelists. Evangelists are special people who
go out of their way to tell the world just how great you and
your company are. They are exactly the kind of advocates
that you want your organization's culture to create. That's the
end result of The Cult of the Customer.
There are many companies who have managed to build a
culture that reaches this level; a culture rooted in a concept
called Amazement. In this book, I'll tell you their stories, show
you exactly how they made The Cult of the Customer
happen, and show you how you can make it happen, too.
The Discovery
Since the mid-1980s, I’ve been speaking and writing about
customer service, internal service, customer loyalty, the
customer experience; virtually anything that had to do with
building a relationship with the people with whom you work or
do business. This book takes everything I've learned in that
time to a higher level. It's based on a discovery I made
recently; something that I've suspected for years, but have
only now been able to prove with the examples and principles
in this book:
Employees and customers live in a parallel world.
Years ago, I identified five phases that customers go through
from the time they first start doing business with you until
they become loyal to you and your company. Here is the
interesting part -- the part that matters to you
and me as business people: Employees of your company go
through identical phases.
In order for a company to create an Amazing experience --
one that creates not just loyal customers, but company
Evangelists -- the employees of that company must move
through these phases before the customers do. These
phases are the various Cults that your company may be in.
You'll learn about all these phases in this book.
This is a book that you and everyone you work with needs to
read, study, discuss and embrace. It is your guide to
creating an amazing customer experience that turns satisfied
customers into customer evangelists.
What others say...
At Zappos.com, we've always recognized that customers
need to be more than satisfied -- they need to be WOWed!
Shep recognizes this as well in his book, and gives plenty of
examples of how different companies go about creating
WOW experiences.
-- Tony Hsieh
CEO
Zappos.com
This book reflects the core values of our approach at Morton’
s The Steakhouse. We not only serve The Best Steak
Anywhere, but Morton's is truly focused on providing our
guests with Morton's Genuine Hospitality, second to none in
restaurant dining. This book is all about providing you with the
necessary tools to create that amazing, top of the line
experience for every guest.
-- Thomas J. Baldwin,
Chairman CEO and President
Morton’s Restaurant Group
Ultimately, we want loyal customers - not just to our
brand, but also our dealerships. “The Cult of the Customer”
teaches how to get customers, in virtually any business, to
come back again and again.
-- Mike Rencis
Customer Service Operations Manager
Toyota Motor Sales, USA
Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222
shep@hyken.com || http://www.hyken.com
Copyright ©1998-2009 by Shep Hyken, CSP, CPAE
and Shepard Presentations, LLC
256 page hardback book
(Add to Cart)..................$21.95
A Wall Street Journal
Best-Seller!
Now Available as an iPhone App
(AND IT'S FREE!)
We’ve teamed up with Six Voices,
who is the creator of Tapsticks and
other iPhone and iPod Touch
Applications. Think of this App
as an extreme “Cliff Notes”
version or executive summary of
the book.
You will get 60 “cards” that contain
tips from the book and put them
into a form that gives you ideas
and concepts that you can put to
use immediately.
If you’re not already familiar with
The Cult of the Customer, this can
be your introduction; a great
way to find out exactly what this
best-selling book is about and why
it is a must-read.
If you are already a fan of the
book, this app will reinforce the
information with reminders of some
of the most important strategies on
creating customer amazement.
What are you waiting for...
Just click on the iTunes button
below and you will be taken to
the Apple/iTunes site where
you can download the App direct
from Apple.
(Add to Cart)..................$21.95
A Wall Street Journal
Best-Seller!
Now Available as an iPhone App
(AND IT'S FREE!)
We’ve teamed up with Six Voices,
who is the creator of Tapsticks and
other iPhone and iPod Touch
Applications. Think of this App
as an extreme “Cliff Notes”
version or executive summary of
the book.
You will get 60 “cards” that contain
tips from the book and put them
into a form that gives you ideas
and concepts that you can put to
use immediately.
If you’re not already familiar with
The Cult of the Customer, this can
be your introduction; a great
way to find out exactly what this
best-selling book is about and why
it is a must-read.
If you are already a fan of the
book, this app will reinforce the
information with reminders of some
of the most important strategies on
creating customer amazement.
What are you waiting for...
Just click on the iTunes button
below and you will be taken to
the Apple/iTunes site where
you can download the App direct
from Apple.
| Watch a video introduction to The Cult of the Customer. A "live" excerpt from Shep's speech. |