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Zombie Loyalists: Using Great Service to Create Rabid Fans Hardcover – January 27, 2015
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“Marketing and PR expert Shankman offers a hilarious, astute, and ultimately practical guide to creating customers so satisfied they'll promote your company with zombie-like fervor…this entertaining yet valuable work is a must-read for any business owner or executive interested in turning satisfied customers into avid brand ambassadors.” ―Publishers Weekly
“At the end of the day, all business comes down to customer service. If you want to win in the new customer-centric economy, check this book out.” ―Gary Vaynerchuk, best-selling author, The Thank You Economy
“If anyone in any organization can't figure out how to create loyal customers after reading this book, then their brains have obviously already been eaten by meat-eating zombies.” ―Debbie Moren, CEO, Moren Enterprises and Former Disney Customer Service Leader
“Over the years, Peter has created his own Zombie Loyalists, and I count myself as one! Now he is taking you and your business to new levels with his surefire strategies. The world around us has changed, and business must change with it. Your customers are key!” ―Frank Eliason, Author of @YourService
“At Steiner Sports, our entire company is a customer service department, dedicated to bringing our customers closer to the game. We strive for every customer to become a Zombie Loyalist, and this book is a key to delighting customers both on and off the field.” ―Brandon Steiner, CEO, Steiner Sports
About the Author
Peter Shankman is the author of Nice Companies Finish First and the founder of Help a Reporter Out (HARO), the largest free source repository for journalists in the world. He is also the founder and CEO of The Geek Factory, Inc. His PR and social media clients have included AmEx, Sprint, the US Department of Defense, Royal Bank of Canada, Snapple, Walt Disney World, and many others.
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Best selling author Peter Shankman’s latest book is arguably his greatest. Zombie Loyalist takes every customer’s greatest complaint, abysmal customer service, and eradicates it in a series of personal and third party stories that feel painfully familiar. Peter not only illustrates how to cure the nation’s deadly (to business) epidemic of horrific and short-sighted customer service, he shows us how to replace it with a more powerful epidemic of our own Zombie Loyalists, addicted to B.R.A.I.N.S. (Bring Random Amazement Into Normal Situations).
I met Mr. Shankman over 20 years ago and became a Zombie Loyalist before he coined the term, because he practices what he preaches. Despite his hyper-active life style; a super heavy travel schedule, doing triathlons, sky diving, creating, running and selling successful businesses, appearing regularly on national TV as a PR expert, being an author, etc., he answers every single email himself, in a timely manner.
But I really did not understand how much of a Zombie Loyalist I was with this book until I realized that I had brought it up in almost every business discussion or meeting I had the week I read it. I even purchased the book as a gift for a handful of people including one senior ad exec I had just met! I infected them and now they are infecting others with the message of this book: great customer service trumps the best product design, PR, marketing and advertising. It is truly the most important action a business can take to ensure and maintain success.
Filled with customer service horror stories (some will astound you) the book has a creative and effective response for each customer issue. It is a wonderful teaching tool that is both informative and entertaining.
Written in a conversational and unpretentious style with humor and clarity, Zombie Loyalist is a must read for any business trying to survive in an increasingly consumer-power marketplace. Highly recommended.
Steven Bustin, author of Humble Heroes, How The USS Nashville CL43 Fought WWII
Zombie Loyalists is a fun and engaging take on something everybody in business should want: fiercely loyal customers. After all, customers are everything. But in my experience, business owners are guilty of not knowing how to get customers and not knowing how to keep them. The advice in Zombie Loyalists will help you with both of these problems.
It's not enough to read Peter's book and hand it off to your customer service department or your Front of House staff. Building an army of Zombie Loyalists starts at the top. It starts with you. While you're devouring this book, take notes. Literally. Keep a notepad handy. By the time you're done, you will be able to turn your notes into a framework that will help you build your zombie army, and help you get your staff on board with this process.
I have made Zombie Loyalists mandatory reading for all of my consulting clients, and I'm already starting to see changes in their businesses. This book is a must read for anybody and everybody in business.
Most recent customer reviews
Great book and easy to grasp.