Shep's Knowledge Products

Amaze Every Customer Every Time

52 Tools for Delivering the Most Amazing Customer Service on the Planet

240 page hardback book

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business–in any market and any economy.

Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.

Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools–like ”Ask the extra question” and ”Focus on the customer, not the money”–are simple, clear, useful for almost anybody, and supported with compelling research and stories.Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

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What Others Say…

Zappos

“At Zappos, we aim to deliver WOW through service. This book illustrates how important it is to WOW and AMAZE Every Customer Every Time!

Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
Capella Hotel Group

“The message is clear and the lessons are simple. This book is a guide to creating customer loyalty, employee engagement and overall business success.

Horst Schulze, Former President of Ritz-Carlton Hotels and Chairman/CEO of Capella Hotel Group
Webster University

“It is crystal clear from the onset that the book is not meant to be read. It is meant to be used. This is a how-to book which takes the reader on a compelling journey to the mountaintop of customer service, which Hyken refers to as Amazement.”

Benjamin Ola Akande, Ph.D, Dean, Webster University, Walker School of Business & Technology
Dwyer Group

“As the franchisor of multiple concepts I recognize how important customer service is to the success of a business. This book provides the tools that are needed to create a level of customer service that is… Amazing!

Dina Dwyer-Owens, Chairwoman and CEO of The Dwyer Group
Mark Sanborn, CSP, CPAE

Amaze Every Customer Every Time gives you the why, what and how of amazing customer service. In this highly useful book, Hyken makes it easy to understand and deliver the kind of service that keeps customers coming back for more.”

Mark Sanborn, bestselling author of The Fred Factor and You Don’t Need a Title to be a Leader
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