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The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience Hardcover – April 5, 2011


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The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience + Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet + The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists
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Product Details

  • Hardcover: 224 pages
  • Publisher: Greenleaf Book Group; 1St Edition edition (April 5, 2011)
  • Language: English
  • ISBN-10: 1608321061
  • ISBN-13: 978-1608321063
  • Product Dimensions: 9.2 x 6.4 x 0.9 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (31 customer reviews)
  • Amazon Best Sellers Rank: #442,920 in Books (See Top 100 in Books)

Editorial Reviews

Review

"Practical and hands on, this book will push you to initiate the customer interactions you should have been doing all along."
--Seth Godin, Author, Poke the Box

"The true measure of Shep Hyken's success as a communicator is simple. His books always exceeds the readers' expectations.  The Amazement Revolution is no exception."
--Kim Tucci, Co-Founder, The Pasta House Company

"Our family has been in the roofing business since 1929. How have we been successful for so long? All you have to do is read the first chapter of this book to know. We just do the right thing."
-- Bob Frederic, President, Frederic Roofing


"We want to be more than 'just another software vendor.' The chapter on cultivating partnerships is exactly what we do to create value and build loyalty."
--Ron Cameron, President, KnowledgeLake, Microsoft Partner of the Year

"Whether a sole practitioner or a corporate giant ,if you desire to create Amazed customers you need to read this book!"
--Bary G. Knight, President, NEXT Financial Group, Inc.

From the Author

If you are reading this, then you are probably interested in customer service.  Perhaps you have read my other customer service books.  In this book I focused on not just giving you strategies, but on giving you real-life examples so you can see how people and/or organizations are putting these strategies into practice.  There are 50 role-model companies, and you will probably recognize many of them.  However, there are some that you won't.  I've even included a small one-man business - an automobile mechanic who makes house calls, just because it is more convenient for his customers. 

Regardless of the size of your company or organization, you will find strategies and ideas that you will implement immediately.  Supporting the seven main strategies are 115 "Take-Away's."  There is something here for everyone; owner, executive, employee - everyone.

It is my belief that any successful organization must have a strong customer service mindset.  It starts on the inside and works its way toward the front line, and eventually the customer.  That is why I preach that what is happening on the inside of the organization is being felt on the outside by the customer.

I hope you will read this book and take lots of notes.  Spend time to go through the "brainstorm exercises" at the end of the book and learn how to apply these seven strategies to your company and your specific responsibility.

Thank you, and...

Always be amazing!

Shep Hyken, CSP, CPAE

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
(314) 692-2200
Email: shep@hyken.com
www.hyken.com
www.CultOfTheCustomer.com

Customer Reviews

4.6 out of 5 stars
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I would highly recommend this book for anyone in the sales and marketing industry.
catarina
Shep Hyken does a great job of not only explaining ways to improve customer service, but also provides doable steps to making amazing customer service a reality.
Marg Coll.
Walk the Walk This book is a clear how-to with many hands-on examples, to-do lists, anecdotes, and more.
Justin Hyde

Most Helpful Customer Reviews

8 of 8 people found the following review helpful By Gys on September 29, 2011
Format: Hardcover
I purchased this book basically because of the rave reviews here on Amazon. Must say I was kind of disappointed, there are really no real new insights given and I can not seem to find out how the writer did his research, and most of all: doing a benchmark and provide best practices is great, but how do you implement all these ideas and make a sustainable and succesful service provider of your company? To look at a service company and pick one example of what they do is great, but it is much more useful to find out what these succesfull companies have in common.
If you are interested in these questions, I'd rather suggest you to read Human Sigma or Discovering the Soul of Service or Built to Last. After you have read those, this book will become useless.
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6 of 6 people found the following review helpful By Kristine on April 12, 2011
Format: Hardcover
When I began reading this book I thought the ideas that would be presented might be too fantastic or a bit of smoke and mirrors, but this wasn't the case! Shep Hyken presents very down-to- earth advice as well as practical and applicable methods you can try immediately. He brings back the old fashioned ideas of doing the right thing and even sending thank you notes. These may seem like actions that don't have a great deal of impact; however he does a capital job of showing just how worthwhile values like these can be.
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8 of 10 people found the following review helpful By Matthew on June 2, 2011
Format: Kindle Edition Verified Purchase
Really didn't like the book. It's easy to say do all these great things, it's another matter to know how to implement the strategies. The author focused on the results (which are obvious) rather than the process (much harder). Also, the style of the book was really hard to follow. Overall, to me this was a waste of my money compared to other books I've read on the subject of delivering "Amazing" to the customer.
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9 of 12 people found the following review helpful By Justin Hyde on April 6, 2011
Format: Hardcover Verified Purchase
Hyken writes, "The Amazement Revolution is about indoctrinating yourself and your team in the phenomenon known as amazement" (6) which Hyken defines as "service that is consistently and predictably better than average" (1).

Hyken's principles are not about creating "Wow" levels of service, rather he instructs his readers to follow seven strategies to create a consistently better than average customer experience. By "customers" he means both external (clients who pay for service) and internal (employees and partners) customers. The seven strategies are as follows:

1. Provide Membership
2. Have Serious FUN
3. Cultivate Partnership
4. Hire Right
5. Create a Memorable After-Experience
6. Build Community
7. Walk the Walk

This book is a clear how-to with many hands-on examples, to-do lists, anecdotes, and more. In addition, Hyken provides two very useful appendices: (A) The ART of Amazement To-Do List and (B) Amazement Brainstorm Worksheets. Both of these appendices are practical and helpful. The to-do lists and brainstorm worksheets are straight from the seven strategies. These provide an opportunity for you to share the book (and the ideas) with your team.

The Amazement Revolution is a helpful book for any business leader, division supervisor, community/non-profit director, etc. But this book doesn't do the hard work for you. Hyken admits that his strategies take time and discipline. It will not be easy, but it will be effective.
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2 of 2 people found the following review helpful By Rolf Dobelli HALL OF FAME on January 20, 2012
Format: Hardcover
Shep Hyken, the "Chief Amazement Officer" at his strategy consultancy, demonstrates a customer service program your customers - and your employees - will appreciate. He explains that he did not develop his customer service orientation in training workshops, corporate seminars or business school marketing classes. Instead, he learned his service concepts from wise parents who had sensible, good-hearted ideas about how to treat others. Hyken began putting these straightforward concepts to work at a young age and refined them as he gained business experience. His prescriptions are rooted in treating others - including your staffers - as they, and you, would wish to be treated. Hyken explains his seven foundational ideas - which are highly useful though maybe not all highly original - so clearly that any manager can benefit from them. getAbstract recommends this well-researched book and its instructive case histories to anyone whose employees serve customers.
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Format: Hardcover
The book will have some helpful applications for business leaders, line managers and employees. There are useful examples of brainstorming exercises for those looking to develop a strategy of organizational culture improvement. Organizational motivational coaches will also find some of the examples (115 practices or acts) as well as the to-do lists instructive.
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6 of 9 people found the following review helpful By Terry L., Brock on April 5, 2011
Format: Hardcover
Length: 2:35 Mins
Shep Hyken's The Amazement Revolution is a practical, how-to and why-to guide on customer service. Not just for those who purchase from you but for employees and others with whom you interact in your business, this is a tool with the concepts and steps on how to transform your business. Every business can benefit from the concepts in this book. - Terry Brock
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Format: Hardcover Verified Purchase
Loved this book! I found many examples of companies that figured out how to raise the bar and create occasional moments of amazement. Very satisfied with this purchase, I'm a serial entrepreneur and have been guided by principles learned in this book to become very successful.
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