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The Amazement Revolution
Book

The Amazement Revolution

Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

Shep Hyken
Greenleaf Book Group, 2011

Read or listen offline

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Editorial Rating

7

Qualities

  • Applicable

Recommendation

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.

Take-Aways

  • Companies with a culture of “Amazement” deliver superior customer service.
  • They provide customers and members of staff with “moments of magic” and not “moments of misery.”
  • Instead of cold business transactions, Amazement firms interact warmly with their customers, who often become “evangelists” – unpaid promoters – for them.

About the Author

Shep Hyken founded Shepard Presentations LLC, a consultancy where he is “Chief Amazement Officer.” He is a member of the National Speakers Association Hall of Fame.

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