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

DIAMOND
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Senteo Rating 2.5
04/27/23
views 1510
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Author:Shep Hyken
04/27/23
views 1511
comments0
Author:Shep Hyken
DIAMOND
RATING
Senteo Rating 2.5

The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Shep Hyken, John Wiley & Sons, 2009
Senteo’s Review information

This book’s premise is clear and simple – if any business wants to have loyal customers, they must first start with loyal employees. The author introduces 5 “Cults” that must be implemented, first by employees, in order to make evangelists out of your customers: remove uncertainty (make sure customer experience is consistently good); alignment; experience; ownership; and amazement. The book then goes on to explain steps to implement the “5 Cults.”

The book is more focused on organizational issues as a precursor to creating the customer-evangelists, as whatever is happening on the inside is felt on the outside

The book is an easy and fun read, rich with examples and suggestions on how to implement these “cults.” At the end, there is a section with many exercises, templates and check lists which help the reader to understand what “cult” they are in and where changes are needed. The author even refers readers to his site for additional or updated templates and exercises.

While the title refers to “creating an amazing customer experience,” it would be more accurate to categorize this book in the area of organizational change within the context of motivating employees and then customers. It becomes evident once reading that this is not about customer experience and the author likely has not read much material or theory on the subject. For additional reading, please see the Senteo reviews for Outside In and The Experience Economy.

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.

This book is an entertaining and easy read (the author is a CSP – Certified Speaking Professional) which anyone who has employees or customers will find of interest. There are tools in the back for evaluating your company’s  “5 Cults” and provides steps for implementing them, rich with examples.

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This book gives many tools and exercises for evaluating your company and designing a strategy that leads customers and employees through the five  phases. The author bases this on his years of experience working with companies, with research consisting primarily of case material and anecdotes. There are some tools at the end of the book for measuring your company’s current condition, as well as recommended for ongoing measurement and improvement.

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    The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
    Shep Hyken, John Wiley & Sons, 2009
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