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

4.6 out of 5 stars 31 customer reviews

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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
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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: 6.4 x 0.9 x 9.2 inches
  • Shipping Weight: 9.6 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (31 customer reviews)
  • Amazon Best Sellers Rank: #184,344 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

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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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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Format: Hardcover Verified Purchase
At 16 years old I started my first job as a bottle boy at a little convenient store, there from a great leader I grasped the value of making customers feel special, as well as building a team that encompasses those core value. This book brought back many memorable moments that my leader instilled in us--today some 30 years later I still retained some of those--but this book brought out new, invigorating concepts from top leaders and businesses. The AMAZEMENT Revolution took on some new concepts so simple that I looked beyond them as making a difference,yet simple sometimes is the most rewarding. We think way outside of the box for new ideas to create customer interaction, yet we forget thank you cards are easy, simple and cost effective--birthday cards, anniversary cards as well are excellent source. I highly recommend this book--it is packed full of suburb ideas, thought provoking companies sharing what they do. It is a winner in my book--the author did his research and it paid off. I enjoyed this book very much.
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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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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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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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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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