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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 Amazon Book Review
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--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
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.
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.
|Length: 2:35 Mins|
Most Recent Customer Reviews
the author has an easy writing style. It is to the point and on target. I highly recommend i this book.Published on September 14, 2013 by Frankie W.
Great book for service estrategies that can be implemented right away.
If you want to get fresh ideas about service strategies, this book is really cool.
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... Read morePublished on April 4, 2013 by Michael Ruckman
Customers ARE your business. No matter what industry you are in, someone is always your customer and it is your job to make sure they're happy so your business is happy. Read morePublished on January 10, 2013 by Jeffrey Hayzlett
I loved this book. It is practical and gives great examples of how companies make their service stand out. The ideas and suggestions can be used in any type of business. Read morePublished on April 13, 2012 by Fan of Paws
I would highly recommend this book for anyone in the sales and marketing industry. I just finished reading this book with my team and we all found it very practical and insightful... Read morePublished on November 16, 2011 by catarina
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. Read morePublished on June 2, 2011 by Matthew
When it comes to customer service, a lot of people talk about it. A lot of people even write about it. Read morePublished on May 9, 2011 by Mark Hunter