Summary of The Amazement Revolution

Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

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The Amazement Revolution book summary
The way you treat your employees is how they will treat your customers.

Rating

7 Overall

8 Applicability

6 Innovation

7 Style

Recommendation

Shep Hyken, the “Chief Amazement Officer” at his strategy consultancy, demonstrates a customer service program your customers – and your employees – will appreciate. He explains that he did not develop his customer service orientation in training workshops, corporate seminars or business school marketing classes. Instead, he learned his service concepts from wise parents who had sensible, good-hearted ideas about how to treat others. Hyken began putting these straightforward concepts to work at a young age and refined them as he gained business experience. His prescriptions are rooted in treating others – including your staffers – as they, and you, would wish to be treated. Hyken explains his seven foundational ideas – which are highly useful though maybe not all highly original – so clearly that any manager can benefit from them. getAbstract recommends this well-researched book and its instructive case histories to anyone whose employees serve customers.

In this summary, you will learn

  • How to create a corporate culture that amazes your customers
  • How to use the seven “Amazement” strategies for customer service
  • How successful companies, including American Express and Harley-Davidson, implement these strategies
 

Summary

Does Your Customer Service Amaze?
Webster’s Unabridged Dictionary defines “amazement (noun)” as “overwhelming surprise or astonishment.” Customer service expert Shep Hyken defines “Amazement (proper noun)” as “service that is consistently and predictably better than average.” ...
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About the Author

Shep Hyken founded Shepard Presentations LLC, a consultancy where he is “Chief Amazement Officer.” He is a member of the National Speakers Association Hall of Fame.


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    Customer Service
    You can make customers feel so special that loyalty will always bring them back.

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