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About The Amazement Revolution

A New York Times, Wall Street Journal and USA Today Bestseller

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Customer service isn’t a department — it’s a philosophy that must be embraced by every member of an organization.

In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the Wall Street Journal bestselling book The Cult of the Customer, Shep Hyken shares seven powerful strategies that any organization can implement to create greater customer and employee loyalty. As evidence that these strategies work, Hyken shares more than fifty examples of role-model companies who understand that customer service isn’t just a department, but a philosophy that affects every member of an organization. These examples, each insightfully dissected by the author, provide dozens of lessons that can and should be implemented immediately—by any organization, large or small.

Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who’s who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organizations.

Read a sample from the book – the first three chapters.  Click here.

 

Table of Contents

 

Part 1: What is Amazement?

1. The Right Thing to Do
2. How We Got Here – A review of the Cult of the Customer and Moments of Magic®, The Seven Strategies – Overview, & Role Models – How we chose the companies we chose?

 

Part 2: The Master Class

3.The Master Class – American Express

 

Part 3: Role Models for Amazement

4. Strategy One – Membership Has Its Privileges
5. Strategy Two – Serious FUN
6. Strategy Three – Partnership
7. Strategy Four – Hiring Right (Sing For Your Job)
8. Strategy Five – The After Experience
9. Strategy Six – Community
10. Strategy Seven – Walk the Walk
Afterward

 

Part 4: Create Your Own Amazement Revolution

Appendix A: The ART of Amazement To-Do List
Appendix B: Amazement Brainstorm Worksheets
Epilogue
Appendix
Notes
Acknowledgements
Index

Publisher: Greenleaf Book Group
Hardback book – 224 pages