The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

By Shep Hyken

Book Overview

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. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases - from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer - and shows how you can do it too.

Hyken's message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.

• Format: Hardcover
• Language: English
• ISBN: 0470404825
• ISBN13: 9780470404829
• Release Date: April 2009
• Publisher: Wiley
• Length: 244 Pages
• Weight: 1.01 lbs.
• Dimensions: 0.9" x 6.2" x 9.1"

Customer Reviews

Great Tips!

A must read for any company that wants to take their customer service to the next level. Hyken writes concise chapters that makes reading a breeze. There are many pearls of wisdom sprinkled throughout this book. I defy anyone running a business to read this and not take away some valuable tip that will make their customers sit up and take notice.

Customer Service to Transform your Organization

This is a fantastic book. Not just because it is enjoyable to read, but because the author shows us how to create a "Cult" within our organization so that our most valuable asset, our customers, continue to use our products and services and also laud praise about our company. Great read and a must for anyone who is building a world class organization. I loved it.

Great Concept with Great Examples

This is an easy to ready guide to redefining your relationship with your customers. Excellent and relevant stories and an easy to follow plan for attaining the ultimate level of customer Amazement. If you have customers, this is a must read.

Vital Insights For Anyone Who Wants Mega-Loyal Customers

Having read Mr. Hyken's other books on customer service, I knew this would be outstanding. Even so, he exceeded my - already high - expectations. The author explains (with powerful stories) how to provide customer service that will move a prospect to become a customer and ultimately an evangelist for your product or service. Step-by-step instruction on how to quickly and easily cultivate relationships with your customers so they turn into raving fans...Not only thrilled with your product or service but also rushing to tell others about their experience. This book is for absolutely anyone who wants loyal, enthusiastic customers. Highly recommended!

Catchy title, but the really good stuff is on the inside!

Customer service is crucial in my business, especially in these challenging economic times. I need one resource for all my people to follow that will serve as the foundation for the environment that will keep us focused on producing the kind of service that is crucial for our survival, and the Cult of the Customer is it. 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.