The Cult of the Customer (PDF)
Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists
(Sprache: Englisch)
In today's competitive business climate, you can'tjust satisfy your customers. You have to be better thanthat, giving them experiences that they won't forget. AuthorShep Hyken has spent twenty-five years studying great companies andthe evangelists they...
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In today's competitive business climate, you can'tjust satisfy your customers. You have to be better thanthat, giving them experiences that they won't forget. AuthorShep Hyken has spent twenty-five years studying great companies andthe evangelists they create. In The Cult of the Customer,Hyken shows how to design a strategy that leads both customersand employees through five distinct cultural phases -from "uncertainty" to "amazement." By presenting dozens of casestudies that show how great companies made this journey, Hykenidentifies the critical internal and external changes that allowedthem to build a Cult of the Customer - and shows howyou can do it too.
Hyken's message is both powerful and timely: the happieryour customers and employees are, the more successful yourcompany will be. The Cult of the Customer is your guide tocreating a customer-focused culture that turns satisfied customersinto customer evangelists.
Hyken's message is both powerful and timely: the happieryour customers and employees are, the more successful yourcompany will be. The Cult of the Customer is your guide tocreating a customer-focused culture that turns satisfied customersinto customer evangelists.
Inhaltsverzeichnis zu „The Cult of the Customer (PDF)“
Acknowledgements. Introduction: What is Cult of Customer? Part One. The Purpose of Your Business. Chapter One. The Genie & the Ice Cream Shop. Chapter Two. Do You Need this Book? Chapter Three. The Three Forces. Part Two. The Five Cults. Chapter Four. Uncertainty. Chapter Five. Alignment. Chapter Six. Experience. Chapter Seven. Ownership. Part Three. The Journey to Amazement. Chapter Nine. What the Journey Looks Like From the Inside. Chapter Ten. What the Journey Looks Like From the Outside. Chapter Eleven. Launching the Amazement Revolution. Part Four. Amazement in Action. Chapter 12. Little Things. Chapter 13. Problem-Solving and Recovery. Chapter 14. Opportunity Knocks. Chapter 15. Proactive Service and Follow-Through. Chapter 16. The Art of WOW. Part Five. Creating the Cult of the Customer. Chapter 17. Tools for Success. Chapter 18. Epilogue. About the author.
Autoren-Porträt von Shep Hyken
Author Shep Hyken has spent twenty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows you how to design a strategy that leads both customers and employees through five distinct cultural phases--from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this same journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer--and shows you how to do it too.Hyken's message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.
Shep Hyken is a speaker and author who helps companies build loyal relationships with customers and employees. He is the author of Moments of Magic and The Loyal Customer, as well as the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset. His wide variety of clients range from smaller companies to such corporate giants as American Airlines, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more.
Bibliographische Angaben
- Autor: Shep Hyken
- 2009, 1. Auflage, 240 Seiten, Englisch
- Verlag: John Wiley & Sons
- ISBN-10: 0470463813
- ISBN-13: 9780470463819
- Erscheinungsdatum: 31.03.2009
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- Größe: 3.05 MB
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Englisch
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