Hyken - Amaze every customer every time: 52 tools for delivering the most amazing customer service on the planet

At Zappos, we aim to deliver WOW through service. This book illustrates how important it is to WOW and AMAZE every customer every time!

Tony Hsieh, New York Times bestselling author of
Delivering Happiness and CEO of Zappos.com, Inc.

The message is clear and the lessons are simple. This book is a guide to creating customer loyalty, employee engagement, and overall business success.

Horst Schulze, former president, Ritz-Carlton Hotels, and chairman/CEO, Capella Hotel Group

The best way to improve the customer experience is to improve the employee experience. While this book has many great ideas that focus on the customer, Hyken also emphasizes the importance of the internal culture of a company. He perfectly makes this point in the tenth tool of the book, which states that to be the best place to buy, you have to be the best place to work.

Vala Afshar, chief marketing officer and chief customer officer, Enterasys

Refreshingly simple, Sheps latest work offers a comprehensive collection of tools and tactics to engage the hearts and minds of employees as a means of engaging and amazing customers.

Claire Burns, senior vice president and chief customer officer, MetLife

A cowboy cant be all hat and no horse; a business cant be all product and no service. In Amaze Every Customer Every Time, Shep saddles up and showcases the authenticity of Ace Hardwares legendary service. Proving that great service is not in what you do; it has to be ingrained in who you are.

Jeffrey Hayzlett, global business celebrity, bestselling author, and sometime cowboy

Thank you for this AMAZING wake-up call! I cant wait for our agents to read this book and take your customer-centric ideas to heart. Our focus is to nurture long-term relationships and create a one-stop shop for real estate needs. We want to own our mile!

Tom Meyer, founder and president, Condo 1

Everyone wants more customers. But the best way to get them is to amaze the ones you already have. And this book shows you exactly how to do that.

Randy Gage, author of the New York Times bestseller Risky Is the New Safe

Amaze Every Customer Every Time gives you the why, what, and how of amazing customer service. In this highly useful book, Hyken makes it easy to understand and deliver the kind of service that keeps customers coming back for more.

Mark Sanborn, bestselling author of The Fred Factor and You Dont Need a Title to be a Leader

It is crystal clear from the onset that this book is not meant to be read. It is meant to be used. This is a how-to book that takes the reader on a compelling journey to the mountaintop of customer service, which Hyken refers to as Amazement.

Benjamin Ola Akande, Ph.D., dean, Webster University, Walker School of Business & Technology

As the franchisor of multiple concepts I recognize how important customer service is to the success of a business. This book provides the tools that are needed to create a level of customer service that is Amazing!

Dina Dwyer-Owens, chairperson and CEO of The Dwyer Group

Books by Shep Hyken

Moments of Magic:

Be a Star with Your Customers and Keep Them Forever

The Loyal Customer:

A Lesson from a Cab Driver

Only the Best on Success (coauthor)

Only the Best on Customer Service (coauthor)

Only the Best on Leadership (coauthor)

The Winning Spirit (coauthor)

Inspiring Others to Win (coauthor)

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

The Amazement Revolution: Seven Customer Service Strategies
to Create an Amazing Customer (and Employee) Experience

Amaze Every Customer Every Time: 52 Tools for Delivering
the Most Amazing Customer Service on the Planet

For more information about the above books, contact:

Shepard Presentations, LLC
(314) 692-2200
www.hyken.com

Copyright 2013 Shep Hyken

Moments of Magic and Moments of Misery are trademarks of Shep Hyken, Shepard Presentations, LLC. All rights reserved.

For ordering information or special discounts for bulk purchases, please contact Shepard Presentations, LLC at 314.692.2200 or

All rights reserved.

No part of this book may be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the copyright holder.

Published by Greenleaf Book Group Press
Austin, Texas
www.gbgpress.com

Distributed by Greenleaf Book Group LLC

Design and composition by Greenleaf Book Group. Cover design by Greenleaf Book Group. Cover and interior illustration: Andrew Johnson, 2013. Used under license from iStockphoto LP.

Publishers Cataloging-In-Publication Data
(Prepared by The Donohue Group, Inc.)
ISBN 13: 978-1-62634-009-1

Hyken, Shep.
Amaze every customer every time : 52 tools for delivering the most amazing customer service on the planet / Shep Hyken.

p. ; cm.

Issued also as an ebook.
ISBN: 978-1-62634-009-1

1. Customer services. 2. Consumer satisfaction. 3. Employee empowerment. 4. Corporate culture. 5. Success in business. I. Title.

Part of the Tree Neutral program, which offsets the number of trees consumed in the production and printing of this book by taking proactive steps, such as planting trees in direct proportion to the number of trees used: www.treeneutral.com

Special Edition Printing ISBN: 978-1-62634-037-4

Printed in the United States of America on acid-free paper

13 14 15 16 17 18 10 9 8 7 6 5 4 3 2 1

First Edition

PART ONE

It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.

HENRY FORD

A CUSTOMER-CENTERED CULTURE doesnt happen by accident. It happens because of the influence and the conscious choices of the people in the organization. How do you make it purposeful? How do you live the culture you want to create on a daily basis? The answer is: By working on the culture before you work on anything else.

Amazing Every Customer Every Time will give you a competitive edge in any economy and any marketplace.

WHAT IS AMAZEMENT, and why should you bother learning what it takes to Amaze Every Customer Every Time?

Amazement is the level of customer experience that gives you a clear advantage in any economy and any marketplace. Amazement is the competitive edge that separates good companies from truly great companies. And believe it or not, an amazing customer experience is well within your capacity to deliver to every customer, every single time.

Amazement is the advantage that makes the competition start thinking about how unfair it is to have to be operating in the same market, the same planet, the same dimension as you do.