Shep Hyken

Well, If you like business storytelling books and you’re looking for building an amazing customer service into your business, that’s an absolute must-read.
I read different stories that happened in reallity, bad and amazing experineces that could happen for all of us.
It could happen to our customers as well, but in this book, you’ll learn how you or your in-charge staff can turn a bad experince to an Amazing one.

I myself still thinking about how “Andrea the housekeeper of Ritz-Carlton Hotel”, changed the worst experience of their customer to the Magic Moment. when she saw their new arrival guest is experiencing something unpleasant, she appologized and used her authority to take care of her guest.

In Ritz-Carlton Hotel, housekeeper have authority to spend $2000 on their guest just to make them forget about any bad moment in their mind. that’s when the word-of-mouth advertising will make their business grow. I also wrote my review in my blog
http://3ee.info/be-amazing-or-go-home-review/… (mais)

Here is a book on customer service. The main message of this book is similar to Lee Cockerell's The Customer Rules , but this book hits me a little closer to home because Hyken uses Ace Hardware as his chief exemplar for each of his 52 tools for the 'most amazing customer service on the planet.' As someone whose current job is in an Ace, has a supervisory role and wants to deliver great service every time, I found this a helpful book for my context. Of course I would say personally, and as a store, we fall short of 'amazing customer service' all too often. Hyken challenges us to deliver consistent, above average customer service and their is room to grow for anyone regardless of your context.

Like with The Customer Rules, much of Hyken's advice is both common sense and belongs in the 'how to be a good human being' category, but hey, these are important and often neglected categories. For a book on customer service, this book delivers the goods.

The fifty-two tools, are organized under broad headings: leadership, culture, one-on-one (interaction with the customer), the competive edge, and community. There is even a downloadable study guide which helps you implement the suggestions in this book.

All good books on customer service say essentially the same thing: 'treat people right.' This book manages to say that well and is careful to say that 'the bottom line is not the bottom line,' caring for customers is. I think that is what makes this book good.… (mais)

The Cult of the Customer is one of those excellent books you can read on a single plane ride, and then land with a new sense of inspiration and a set of steps to get going. Shep Hyken draws upon his broad experience to create a framework work that is straightforward and usable. I most appreciated his understanding that, while the experience begins with customer touchpoints, those touchpoints are supported by a series of steps - many behind the scenes - that also need support and innovation. These include both operational processes and the more fundamental resource of people. I also like how he advocates for treating employees the way they should treat customers. The overall framework is organized around 5 levels of customer loyalty and the process for moving them to the most successful Cult of Amazement.… (mais)