Customer Reviews


31 Reviews
5 star:
 (25)
4 star:
 (3)
3 star:
 (1)
2 star:
 (2)
1 star:    (0)
 
 
 
 
 
Average Customer Review
Share your thoughts with other customers
Create your own review
 
 

The most helpful favorable review
The most helpful critical review


5 of 5 people found the following review helpful
4.0 out of 5 stars Usable Insights?
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...
Published on April 12, 2011 by Kristine

versus
7 of 7 people found the following review helpful
2.0 out of 5 stars Overrated
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...
Published on September 29, 2011 by Gys


‹ Previous | 1 2 3 4 | Next ›
Most Helpful First | Newest First

7 of 7 people found the following review helpful
2.0 out of 5 stars Overrated, September 29, 2011
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


5 of 5 people found the following review helpful
4.0 out of 5 stars Usable Insights?, April 12, 2011
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


9 of 11 people found the following review helpful
5.0 out of 5 stars Helpful Principles and Very Useful Appendices, April 6, 2011
Verified Purchase(What's this?)
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (Hardcover)
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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


7 of 9 people found the following review helpful
2.0 out of 5 stars Gave Up Early On, June 2, 2011
Verified Purchase(What's this?)
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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


2 of 2 people found the following review helpful
4.0 out of 5 stars The Amazement Revolution, January 20, 2012
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


6 of 8 people found the following review helpful
5.0 out of 5 stars Amazement Revolution will Amaze You!, April 5, 2011
By 
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (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
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


1 of 1 people found the following review helpful
3.0 out of 5 stars This book is about customer service and creating an environment of "amazement" in your organization, April 4, 2013
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


2 of 3 people found the following review helpful
5.0 out of 5 stars A must read for any organization interested in providing the very best customer service possible!, April 10, 2011
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (Hardcover)
In today's extremely competitive business environment, it is essential to have the tools necessary to not only meet the needs of customers, but to have a business culture that is built on the highest quality of customer service. Shep Hyken has five different categories for business cultures base on what customers have come to expect from them:

The Cult of Uncertainty
The Cult of Alignment
The Cult of Experience
The Cult of Ownership
The Cult of Amazement

Each of these cultures has a distinct set of characteristics that reflect what a customer has experienced in their interactions with this culture, as well as the results of these interactions. In each one, a varying degree of understanding and confidence is evident, but it is only the Cult of Amazement that generates the highest level of customer service and creates customers and employees who become "evangelists" for the organization in the form of loyalty and referrals.

Shep Hyken presents proven examples of this with companies such as American Express, and The Container Store, among others. In all of his examples he lists as role models, he requires that they have "shown a commitment to at least one of the seven amazement strategies", and "have a dedicated group of loyal customers". He also requires them "to have shown the ability to prosper, during tough times.. in the larger economy". As a result, no matter what the size of the company he uses as a role model, he shows them to be "amazement revolutionaries", who are experiencing enduring success as a result of their commitment to customer service excellence in many different forms.

Once he has established what is necessary to become a Cult of Amazement, the author goes on to provide the necessary tools and techniques to apply in order to achieve a level of amazement that is reflected in all the members of an organization. He stresses that it is not only the techniques that matter, but the reason behind them that is just as important. A must read for any organization interested in providing the very best customer service possible!
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


5.0 out of 5 stars It's for the entrepreneurial spirits our there, May 29, 2014
Verified Purchase(What's this?)
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (Hardcover)
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.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


5.0 out of 5 stars Excellet Book, September 14, 2013
Verified Purchase(What's this?)
This review is from: The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (Hardcover)
the author has an easy writing style. It is to the point and on target. I highly recommend i this book.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


‹ Previous | 1 2 3 4 | Next ›
Most Helpful First | Newest First

Details

Search these reviews only
Send us feedback How can we make Amazon Customer Reviews better for you? Let us know here.