Copy Link
E-mail
LinkedIn
Facebook
Telegram
WhatsApp
Latest Updates
The Amazement Revolution: Seven Customer Service Strategies to Create and Amazing Customer (and Employee) Experience
DIAMOND
RATING
RATING
Shep Hyken, Greenleaf Book Group Press, 2011
Senteo’s Review 
This book is about customer service and creating an environment of “amazement” in your organization. The author defines this environment as indoctrinating yourself and your team into “service that is consistently and predictably better than average.”
The book prescribes seven strategies to create this level of customer experience among both external and internal (employees) customers, stressing that successful service starts on the inside and works its way out. These seven strategies are: Provide Membership; Have Serious Fun; Cultivate Partnership; Hire Right; Create a Memorable After-Experience; Build Community; and Walk the Walk. The book contains many examples, to-do lists and exercises. There are also 115 specific practices or “acts” which can be implemented as part of the seven strategies. Amazing customer service isn’t about the product you sell, but how you sell it.
The book is well structured in terms of prescribing 6 strategies for a successful organizational culture, with 115 specific practices or tactics for the strategies. The book concludes with a chapter of “brainstorm worksheets” for team exercises in order to put into action the lessons from the book. There is also a link provided for a workbook the reader can print out as a companion to the book.
The book is at times an oversimplification, focusing on results (through 50 company examples), with less in the way of how to implement the strategies. The book presents a variety of organizations which are doing something right, but there is a lack of analysis as to what these companies have in common in their success. The author provides a list of 115 best practices, which to some will seem obvious. The author is a CSP (certified speaking professional), which makes it a lively read but at times lacking in details.
Customer service isn’t a department–it’s a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
- Membership: What if you treated the people you serve like members instead of customers?
- Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
Partnership: What if your customers thought of you as a partner rather than just another vendor? - Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
- The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
- Community: What if you could create a community of evangelists–loyal customers who brag about you to their friends and associates?
- Walking the Walk: What if every person in your company didn’t just deliver, but lived and breathed your vision for amazing customer service?
The book will have some helpful applications for business leaders, line managers and employees. There are useful examples of brainstorming exercises for those looking to develop a strategy of organizational culture improvement. Organizational motivational coaches will also find some of the examples (115 practices or acts) as well as the to-do lists instructive. For more on this subject, see Outside In (Senteo review).
Senteo Subject Category
The Amazement Revolution provides tools and exercise for evaluating your company and developing a strategy (7 strategies) for implementing change in culture. Compared to the author’s previous Cult of the Customer, this book provides somewhat more in terms of a methodology.
The best book reviews in your inbox!
Subscribe now and receive a special gift with your subscription.
See content on this topic
What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Simon Sinek explains that starting with ‘why’, having a strong driving motivation behind the work you do, can be the deciding factor between success and failure for a business venture.
Related Book Reviews & Education
The author provides a behavioral psychology perspective on shopping and lessons for success in retail, including an updated section on the internet and the global consumer.
Hyken argues that if any business wants to have loyal customers, they must start with loyal employees. Hyken introduces 5 ‘Cults’ that must be implemented to make customers into evangelists.
Northern Irish poet and author Michael Foley investigates the foundations of fun and what it has meant throughout the ages. Underneath the veneer of light-hearted and witty text lies a conceptual template for creating fun and memorable experiences.
Frontline Trainings
Front Line Sales Training & Development
Sales training for front line along with basic development and coaching principles for line management.
Master Class
Workshop
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement
Understanding branding and communications from the standpoint of emotional engagement and building relevant and meaningful dialogue with customers.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.
Management Trainings
Experiential Innovation & Relationship-Centric Business Design
Understand how the innovation process changes moving from functionality and channel design to a process focused on creating value for customers.
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
Frontline Trainings
Front Line Sales Training & Development
Sales training for front line along with basic development and coaching principles for line management.
Master Class
Workshop
Leadership In The Digital Age – A Guide To Leading Agile & Adaptive Organizations
Understanding how leaders must evolve with relation to the evolution of business models, new management models, and the significant changes to the workforce with Digital Natives now making up more than 50% of the workforce globally.
Master Class
Workshop
Customer Experience Culture – Design, Development & Management
Understand the theory and mechanics of developing and managing a customer-centric and experience-driven corporate culture that is consistent and stable and includes elements of Employee Experience (EX) and Employee Relationship Management (ERM).
Management Training
Workshop
Understanding Leadership & Organizational Evolution
Understanding the evolution of leadership styles, management models, organizational structures, performance measurement and guiding change in the evolution of business models from product-centric to customer-centric and even relationship-centric.
Management Trainings
The Leadership Playbook for Guiding Digital Transformations
Understand how to manage both internal and external digital transformation while considering the landscape for digital business models and the effect on traditional business models. Understanding organizational readiness for transformation and the role of corporate culture in managing transformations.
Management Trainings
The Difficulties & Imperatives of Leadership in The Digital Age
The changes in consumer behavior, employee behavior, and the evolution of business models in the digital age cause significant difficulties and imperatives for leaders who must develop new skills and evolve their leadership styles to be effective in this fast changing, challenging, and competitive environment.
Master Class
Workshop
Using Customer-Oriented Analytics & Behavioral Scenarios to Improve Business Performance
Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
Master Class
Workshop
Understanding Game Dynamics & Applying Gamification to Drive Customer / Employee Engagement & Loyalty
To understand the principles of game dynamics and learn how to effectively use the elements of gamification in business: to involve customers, employees and contractors in the process.
Master Class
Workshop
Evolution of CRM Systems – Relationship Management & Influencing Customer Behavior
Understand the components and features in a complex Customer Relationship Management system (infrastructure, architecture, functionality, etc.) and the uses and benefits for both the business and the customer.
Master Class
Workshop
Designing & Managing Effective Relationship Management Processes
Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.
Management Trainings
Experiential Innovation & Relationship-Centric Business Design
Understand how the innovation process changes moving from functionality and channel design to a process focused on creating value for customers.
Go Back
Leave a Reply
You must be logged in to post a comment.