The Loyal Customer: A Lesson From a Cab Driver [Paperback]

Shep Hyken (Author)

Book Description

Publication Date: May 10, 1999

In this short book/lesson you will learn the difference between a satisfied customer and a loyal customer. Frank is a cab driver who knew that satisfied customers might give him a nice tip, but loyal customers would call him every time they needed a cab. Read this book and learn the secrets to creating customer loyalty!

Editorial Reviews

Review

"The Loyal Customer is a fun-to-read and easy-to-understand book. It is a must read for every employee of any business that wants to have repeat business. And who doesn't?" -- Dr. Tonly Alessandra, author of The Platinum Rule and Charisma

"A lesson in customer loyalty that you'd better take before your competition does!" -- Jeffrey Gitomer, author of The Sales Bible and Customer Satisfaction is Worthless, Customer Loyalty is Priceless

"Shep not only spins an entertaining tale of a cab driver who takes customer service to new levels, but he helps the reader develop a clear blueprint on how to improve service in their own business." -- Rick Snyder, Senior Vice President at Enterprise Rent-A-Car

"The powerful lesson so simply taught in The Loyal Customer is as old as business itself. Great service creates loyal customers, which in turn creates greater profits. Bravo, Shep Hyken for illustrating such an important lesson in such an entertaining way!" -- Michael LeBoeuf, Ph.D., author of How to Win Customers and Keep Them for Life

"The typical business loses half of their customers every 48 months. The companies that create the most value keep the business. Read this lesson and rediscover the word SERVICE and what it really means." -- Tom Pall, Vice President Sales SBC Directory Operations

About the Author

Shep Hyken, CSP is a speaker and author who works with companies and organizations who want to build loyal relationships with their customers and employees. He is the author of Moments of Magic and The Loyal Customer. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees.

Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled "You Are The Magic!" He is known for his high energy presentations which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

(CSP stands for Certified Speaking Professional, and is a designation awarded by the National Speakers Association to individuals for certain achievements and education in the speaking profession.)

Product Details

• Paperback: 64 pages
• Publisher: Alan Pr (May 10, 1999)
• ISBN-10: 0963782010
• ISBN-13: 978-0963782014
• Product Dimensions: 6.2 x 4.1 x 0.3 inches
• Shipping Weight: 3.2 ounces
• Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #288,183 in Books (See Top 100 in Books)

More About the Author

The "Official" (and somewhat boring) Shep Hyken Bio...

Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the New York Times, Wall Street Journal and USA Today bestselling business author of "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that's just a few of the A's!

Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association's Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)

Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
[phone]
Email: [e-mail]
www.hyken.com
www.CultOfTheCustomer.com

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars Most Valuable Cab Fare Ever Paid, July 26, 2001

By 

Thomas Winninger (Minneapolis, MN United States) - See all my reviews

This review is from: The Loyal Customer: A Lesson From a Cab Driver (Paperback)

Hyken provides a very comfortable read full of great insight. If you think your business has great customer service, use this book as a measuring stick. If your eyes aren't opened by these ideas, chances are your business won't be open long either.

4.0 out of 5 stars Some pearls found here., April 12, 2009

By 

Monty Rainey (New Braunfels, TX) - See all my reviews
(TOP 1000 REVIEWER)    (VINE VOICE)    (REAL NAME)   

Amazon Verified Purchase

This review is from: The Loyal Customer: A Lesson From a Cab Driver (Paperback)

I began using little books like Shep Hyken's, THE LOYAL CUSTOMER: A LESSON FROM A CAB DRIVER, in my sales and customer service training meetings and have great success with them. The participants really enjoy it, it breaks the monotany of all-day training sessions, and they always spark lively interactive debate afterward.

Most of the books I have found most useful for this have been business fables. This one is a little different in that it is not a real life experience and only has 2 characters, but it still went over quite well and the lessons learned here were extremely well received. The Q&A section will surely make your next training session a lively one.

5.0 out of 5 stars Lessons for everyone..., September 13, 2001

By A Customer

This review is from: The Loyal Customer: A Lesson From a Cab Driver (Paperback)

Shep Hyken's tale about a down-to-earth cabbie who treats his customers like gold contains gems for every person. It matters not if you are a top level executive or employed in social work or a Girl Scout selling cookies -- read this book!