- Hardcover: 256 pages
- Publisher: Wiley; 1 edition (April 6, 2009)
- Language: English
- ISBN-10: 0470404825
- ISBN-13: 978-0470404829
- Product Dimensions: 6.5 x 1 x 9.3 inches
- Shipping Weight: 1 pounds (View shipping rates and policies)
- Average Customer Review: 18 customer reviews
- Amazon Best Sellers Rank: #352,352 in Books (See Top 100 in Books)
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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists 1st Edition
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At Zappos.com, we recognize that customers need to be more than satisfied--they need to be WOWed! Shep recognizes this as well in his book, and gives examples of how different companies go about creating WOW experiences. --Tony Hsieh, CEO, Zappos.com
Ultimately, we want loyal customers--not just loyal to our brand, but also to our dealerships. This book teaches how to get customers, in any business, to come back again and again.
--Mike Rencis, Customer Service Operations, Toyota Motor Sales, USA
From the Inside Flap
No matter what you sell, who you sell it to, or how much (or little) of it you sell, your business revolves around customers. Keeping customers happy, keeping them coming back for more, and keeping them loyal to your brand are the most basic ingredients of business success. The Cult of the Customer shows you how to create the kind of customer experience that leads to endless loyalty and constant referrals.
In today's competitive business climate, you can't just satisfy your customers. You have to be better than that, giving them experiences that they won't forget. You must amaze them with "Moments of Magic" that transform them into customer evangelists--customers who go out of their way to tell the world about you and your business.
Top customer reviews
The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
There are a lot of different books out there that tell you how to keep a customer coming back time and time again. However, there are not too many out there that go into great depth as Shep Hyken does in his book, The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists. Hyken uses simple, easy to understand stories and metaphors to get his point across regarding the five cults of the customer. Not only does he give us the "why," the five cults of the customer, but he shows us the "how too," steps implemented to get them done. Hyken, in his book, shows a real passion for wanting to help people succeed in their business, and if we were to follow his step-by-step instruction we would be that much closer to making evangelists out of our customers.
According to Hyken, if any business wants to have loyal customers, they first have to have loyal employees. Basically, if employees are not happy, then what makes you think your customers will be? Hyken goes on to discuss in his book how to make evangelists out of your customers, however, he goes on to say that it starts with employees first.
5 cults that must be implemented by employees first:
1. The cult of uncertainty- Make sure customers experience is consistently good
2. The cult of alignment- Simplify the company vision or mission statement
3. The cult of experience- A great experience makes customer confident, draws them back
4. The cult of ownership- Make experience predictable, customers can count on it
5. The cult of amazement- When experience is consistently better than average
After this, Hyken goes on to explain the "how too" steps of implementing the 5 cults. Only listing a few of the main steps that stood out to me, Hyken mentions that the customer and employee are in parallel worlds. Whatever is happening on the inside is being felt on the outside. A business has to keep the inside looking nice to make sure the outside is consistently amazing. He says that companies without confidence have no loyalty. He expands on the point that businesses should pay close attention to the little things and what the customer wants. Sometimes the customer most appreciates the little things, and when this is consistent, you will most likely experience from that customer. Lastly, he goes on to say that problems will occur, it just depends on how you react to them that will determine confidence in employees and customers.
What was done well
Hyken's book is simple and fun to read. The examples given and the practicality behind the information in the book can be used by anyone who has employees or customers. I think it is really important that Hyken does not only list the 5 cults, but he gives 9 ways to show how to implement these cults. He explains every aspect of his fully and does not leave anything to question. I fully agree with what Hyken discusses in his book, because I have been in several situations, or have been able to look from the outside in, where customer loyalty starts form the inside. I know I have said this several times but what I took away most from the book is the fact that if the employees are not treated well, then the customer's loyalty will no longer be there.
I have nothing bad to say about this book, I believe Shep Hyken has done an excellent job at explaining, in depth, The Cult of the Customer.
ensure a satisfied customer.
Hyken uses the power of story and metaphor to reveal and teach five distinct cultural phases (from "uncertainty" to "Amazement") to his readers. Woven into each lesson are practical, easy-to-follow ideas and strategies for winning customers for life.
This book will become the backbone of our service philosphy.
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