Amaze Every Customer Every Time…
The “best of the best” know that no matter how great their product or service is, they can’t get and keep customers if they don’t deliver Amazing experience.
When it comes to delivering truly Amazing customer service, everyone in your organization must step up and be a leader. It doesn’t take a title. It takes being a role model for others to aspire to. In Amaze Every Customer Every Time, customer service expert and New York Times bestselling business author Shep Hyken offers 52 proven Amazement Tools that can transform your business into a seriously customer-focused operation … with a serious competitive edge.
Between these covers you will find the tools you need to empower your organization at all levels to create an Amazing customer experience – every time!
This is the competitive edge that separates good companies from truly great companies. What’s more, customer service expert and bestselling author Shep Hyken has found the perfect great company to use as a role model throughout the entire book: Ace Hardware.
Why Ace Hardware?
Because it is a large and small company at the same time: A multi-billion dollar corporation and a network of stores – 4,600 of them in 70 countries – with over 3,000 owners.
Because Business Week named Ace as one of the top ten customer service brands in America.
Because JD Powers ranks Ace Hardware highest in customer satisfaction in their industry.
Because Ace has been a rock solid company since 1924, with a customer service track record that is second to none.
Because, if you want a company that’s has a sustained track record of actually living a customer-focused culture, you can’t do much better than Ace.
Here you will find here 52 Amazement Tools, broken down into five tactical categories…
- Leadership: Customer service starts with this. Everyone must be a leader when it comes to building a customer-focused organization.
- Culture: This is the heart of Amazing service in any truly great organization.
- Face to Face: The quality of your organization’s personal interactions will determine the quality of your customer’s experience.
- The Competitive Edge: These high-impact tactics differentiate your enterprise from the competition.
- Community: Great companies willingly give back to the community in which they operate, because they value the loyalty that the community has shown them.
At Zappos, we aim to deliver WOW through service. This book illustrates how important it is to WOW and AMAZE Every Customer Every Time!
NY Times bestselling author of Delivering Happiness and CEO of Zappos.com
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
A cowboy can’t be all hat and no horse; a business can’t be all product and no service. In Amaze Every Customer Every Time, Shep saddles up and showcases the authenticity of Ace Hardware’s legendary service, proving that great service is not in what you do; it has to be engrained in who you are.
— Jeffrey Hayzlett,
Global Business Celebrity, Best Selling Author and Sometimes Cowboy
The true measure of Shep Hyken’s success as a communicator is simple. His books always exceed the readers’ expectations. This is no exception!
— J. Kim Tucci, Co-Founder,
The Pasta House Co.
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