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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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"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
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Top Customer Reviews
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.