Hyken - The amazement revolution: seven customer service strategies to create an amazing customer (and employee) experience

Praise for The Amazement Revolution

Practical, tactical and hands on, this book will push you to initiate the customer interactions you should have been doing all along.

S ETH G ODIN , author
Poke the Box

In reading Shep Hykens The Amazement Revolution, I applaud his approach. At American Express we view service not as a cost, but an investment in building customer relationships. Through Relationship Careour overarching service ethoswe strive to emotionally connect with our customers and add value to every interaction. The seven strategies outlined in this book are exactly how we operate.

J AMES P. B USH , Executive Vice President,
World Service, American Express

The true measure of Shep Hykens success as a communicator is simple. His books always exceed the readers expectations. The Amazement Revolution is no exception!

J. K IM T UCCI , Co-Founder,
The Pasta House Co.

The Amazement Revolution will serve as a guide for many business operators as they pursue paths towards developing and communicating an effective mission, as well as establishing the strong culture needed for success. The book is a demonstration of the importance of attaining effective team leadership.

J R ONALD E. H ARRISON , Retired SVP, PepsiCo, Inc.,
Currently member of the Board of Managers, RE/MAX, LLC

We have a retail store that competes with other stores who sell exactly what we sell. Why do our customers do business with us? Its not because of our prices. Its because of our service. We give our customers a better experience. The Amazement Revolution reveals many of the secrets that give us a competitive advantage over our competition.

K EITH B AIZER , Mayor of Creativity,
Artmart, Inc.

More Praise for The Amazement Revolution

Our family has been in the roofing business since 1929. How have we been successful for so many years? All you have to do is read the first chapter of this book to know. We just do the right thing.

B OB F REDERIC , President,
Frederic Roofing

In The Amazement Revolution, Shep not only inspires but provides a clear path for moving from a service culture to an Amazement culture and backs it up with real world examples. Whether a sole practitioner or a corporate giant, if you desire to create Amazed customers you need to read this book!

B ARRY G. K NIGHT , President
NEXT Financial Group, Inc.

What is your trademark? Why do your customers want to return? My good friend Shep Hyken is a mirror image of successful repeated business. After all, this is his ninth book! This Cowboy knows his stuff.

J EFFREY W. H AYZLETT , best-selling author of
The Mirror Test, Celebrity CMO, Cowboy

It takes more than just great technology for our customers to think of us as more than just another software vendor. The chapter on cultivating partnerships is exactly what we do to create value and build customer loyalty.

R ON C AMERON , President
KnowledgeLake
Honored as Microsoft Partner of the Year

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 (co-author)

Only the Best on Customer Service (co-author)

Only the Best on Leadership (co-author)

The Winning Spirit (co-author)

Inspiring Others to Win (co-author)

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
Amazing Customer (and Employee) Experiences

For information about the above books contact:

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

Copyright 2011 Shep Hyken

Moments of Magic, Moments of Misery, Moments of Innovation, and The Amazement Revolution 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 .

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

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 publisher.

Limit of Liability/Disclaimer of Warranty: This publication is designed to provide authoritative information in regard to the subject matter covered. The publisher and author make no representations or warranties with respect to accuracy or completeness of the contents of this book. The advice and strategies contained herein may not be suitable for your situation. If legal advice or other expert assistance is required, the services of a competent professional should be sought out. The publisher or author shall not be liable for any loss of profit or other damages.

Distributed by Greenleaf Book Group LLC
PO Box 91869, Austin, TX 78709, 512.891.6100

Cover design by Greenleaf Book Group LLC
Interior design and composition by Jerry Dorris, AuthorSupport.com
Content editing by Brandon Toropov
Line editing and proofreading by Lauren Manoy, Ambitious Enterprises
Indexing by Carol Roberts

Publishers Cataloging-In-Publication Data
(Prepared by The Donohue Group, Inc.)

Hyken, Shep.
The amazement revolution : seven customer service strategies to create an amazing customer (and employee) experience / Shep Hyken. -- 1st ed.
p. ; cm.
Includes index.
eISBN: 978-1-60832-135-3
1. Customer services. 2. Customer relations. 3. Communication in organizations. 4. Interpersonal relations. I. Title.
HF5415.5 .H956 2011
658.8/12 2011920528

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.

Printed in the United States of America on acid-free paper
11 12 13 14 15 10 9 8 7 6 5 4 3 2 1
First Edition

AUTHORS NOTE: When I use the word customer in this book, please understand that I mean the whole range of people who do business with, and rely on, your organization. This could be someone you are presently calling a customer, client, patient, guest, member, etc. As we go through the book, you will see the phrase customer used most frequently to describe the members of this group. This is just a catch all term to describe someone you do business with. Whatever the label, Im always talking about the same group of people.

amazement (noun) 1. overwhelming surprise or astonishment.
Websters Unabridged Dictionary.

Amazement (proper noun) Service that is consistently and predictably better than average. Amazement is not necessarily about Wow! levels of service, although sometimes it may be. It is about an all-of-the-time, I-know-I-can-count-on-it, better-than-average experience. Most organizations can be better than average some of the time. Very few, however, are consistently better than average. That consistent experience is what sets apart an average organization from one that is Amazing! Shep Hyken