Customer Reviews

The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

5 star:		(13)
4 star:		(1)
3 star:		(1)
2 star:		(0)
1 star:		(1)

 

 

I might actually be the only person who isn't being paid or otherwise prompted to comment on this book.

First please allow me to give my thoughts on the listed item. It was a dull, truly painful read that regurgitated more fluff stories than the evening news. Not only did Hyken reiterate the same points over and over again, one could learn more about how to meet the needs of customer and how to give outstanding service by using general common sense or simply reading a Wikipedia article. Save yourself the money and spare your bookshelf space for a more informative title.

Now on to reviewing the overwhelming feedback on this page. No doubt most if not all of these comments were authored by volunteer or paid persons sent forth to promote this book. Really, five stars all across the board? A little obvious and truly hard to believe! Especially a far exaggeration for this book, The Cult of the Customer is clearly a "Moment of Misery".

Customer service is crucial in my business, especially in these challenging economic times. I need one resource for all my people to follow that will serve as the foundation for the environment that will keep us focused on producing the kind of service that is crucial for our survival, and the Cult of the Customer is it.

Hyken uses the power of story and metaphor to reveal and teach five distinct cultural phases (from "uncertainty" to "Amazement") to his readers. Woven into each lesson are practical, easy-to-follow ideas and strategies for winning customers for life.

This book will become the backbone of our service philosphy.

I thought his book was great on Guest Service. It covered everything from Managers to Line Employees to Customers themselves. My gripes were that sometimes it was too tech-company focused, and sometimes (as with all service books) the promises were vague: "Make your customers love you!" etc. Overall, I thought it was a good book and offered everyone at all levels of a company ideas to jump-start great customer service.

A must read for any company that wants to take their customer service to the next level.

Hyken writes concise chapters that makes reading a breeze. There are many pearls of wisdom sprinkled throughout this book. I defy anyone running a business to read this and not take away some valuable tip that will make their customers sit up and take notice.

This should be a must read for any organization that is ready to take their business to the cult of amazement for their customers. I wish all companies would read this book and put a plan in place to "wow" their customers every single day. Great job by Shep with this book!

Shep Hyken
The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists

Author
There are a lot of different books out there that tell you how to keep a customer coming back time and time again. However, there are not too many out there that go into great depth as Shep Hyken does in his book, The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists. Hyken uses simple, easy to understand stories and metaphors to get his point across regarding the five cults of the customer. Not only does he give us the "why," the five cults of the customer, but he shows us the "how too," steps implemented to get them done. Hyken, in his book, shows a real passion for wanting to help people succeed in their business, and if we were to follow his step-by-step instruction we would be that much closer to making evangelists out of our customers.

Summary
According to Hyken, if any business wants to have loyal customers, they first have to have loyal employees. Basically, if employees are not happy, then what makes you think your customers will be? Hyken goes on to discuss in his book how to make evangelists out of your customers, however, he goes on to say that it starts with employees first.
5 cults that must be implemented by employees first:
1. The cult of uncertainty- Make sure customers experience is consistently good
2. The cult of alignment- Simplify the company vision or mission statement
3. The cult of experience- A great experience makes customer confident, draws them back
4. The cult of ownership- Make experience predictable, customers can count on it
5. The cult of amazement- When experience is consistently better than average

After this, Hyken goes on to explain the "how too" steps of implementing the 5 cults. Only listing a few of the main steps that stood out to me, Hyken mentions that the customer and employee are in parallel worlds. Whatever is happening on the inside is being felt on the outside. A business has to keep the inside looking nice to make sure the outside is consistently amazing. He says that companies without confidence have no loyalty. He expands on the point that businesses should pay close attention to the little things and what the customer wants. Sometimes the customer most appreciates the little things, and when this is consistent, you will most likely experience from that customer. Lastly, he goes on to say that problems will occur, it just depends on how you react to them that will determine confidence in employees and customers.

What was done well
Hyken's book is simple and fun to read. The examples given and the practicality behind the information in the book can be used by anyone who has employees or customers. I think it is really important that Hyken does not only list the 5 cults, but he gives 9 ways to show how to implement these cults. He explains every aspect of his fully and does not leave anything to question. I fully agree with what Hyken discusses in his book, because I have been in several situations, or have been able to look from the outside in, where customer loyalty starts form the inside. I know I have said this several times but what I took away most from the book is the fact that if the employees are not treated well, then the customer's loyalty will no longer be there.
I have nothing bad to say about this book, I believe Shep Hyken has done an excellent job at explaining, in depth, The Cult of the Customer.

This is a fantastic book. Not just because it is enjoyable to read, but because the author shows us how to create a "Cult" within our organization so that our most valuable asset, our customers, continue to use our products and services and also laud praise about our company. Great read and a must for anyone who is building a world class organization. I loved it.

This is an easy to ready guide to redefining your relationship with your customers. Excellent and relevant stories and an easy to follow plan for attaining the ultimate level of customer Amazement.

If you have customers, this is a must read.

Having read Mr. Hyken's other books on customer service, I knew this would be outstanding. Even so, he exceeded my - already high - expectations.

The author explains (with powerful stories) how to provide customer service that will move a prospect to become a customer and ultimately an evangelist for your product or service.

Step-by-step instruction on how to quickly and easily cultivate relationships with your customers so they turn into raving fans...Not only thrilled with your product or service but also rushing to tell others about their experience.

This book is for absolutely anyone who wants loyal, enthusiastic customers.

Highly recommended!

I loved Shep Hyken's Moments of Magic, but his new "The Cult of the Customer" is a masterpiece. With the struggling economy and an 'iffy' real estate market, I'm afraid I was losing sight of the real purpose of my business. Thank you, Shep, for helping me to redesign my strategy to lead both customers and employees from uncertainty to AMAZEMENT. My hat is off to you!
Thomas K. Meyer, President
Condo 1, Inc.