thimblesofplenty is a group of friends who also happen to be business people and avid readers. We wanted to keep up with the latest business books but found that time was a factor. So we divided out the work and each of us took a book and summarised it for the others. We though it might be a great idea to share these summaries with you. For a small price and a 3 minute time investment, our summary gives you some of the wisdom from the book, some food for thought and hopefully the impetus to make some time to read the whole book!
The must-read summary of Shep Hyken's book: "Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet". This complete summary of the ideas from Shep Hyken's book "Amaze Every Customer Every Time" shows how you have a competitive edge when you amaze your customers every time they deal with you, regardless of the state of the economy or the dynamics of the marketplace in which you operate. In his book, the author explains that there are five elements that are necessary for creating customer experiences that amaze: great leaders, culture, tools, service and community. This summary details each of these elements and provides advice on exactly how to improve them. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read "Amaze Every Customer Every Time" and discover the key to leaving customers amazed after every interaction.
Thimblesofplenty ist eine Gruppe von Freunden, die zufällig auch Geschäftsleute und Bücherwürmer sind. Wir wollten zu halten mit den neuesten Geschäfts-Bücher, fand aber Zeit war ein Faktor. So wir haben die Arbeit geteilt und jeder von uns nahm ein Buch und es für die anderen zusammengefasst haben. Wir haben gedacht dass es eine gute Idee wäre, diese Zusammenfassungen mit Ihnen zu teilen. Für einen kleinen Preis und eine 3 Minuten Zeitaufwand unsere Zusammenfassungen bietet Ihnen einige der Weisheit aus dem Buch, einige Denkanstöße und hoffentlich den Anstoß, Zeit machen, das ganze Buch zu lesen!
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
thimblesofplenty est un groupe d’amis qui sont également des businessmen et des fervents lecteurs. Nous voulions suivre les derniers livres de business mais nous trouvions que le temps était un facteur important à prendre en compte. Nous avons donc divisé le travail et chacun d’entre nous a pris un livre et l’a résumé pour les autres. Nous pensions que cela pouvais être une excellente idée de partager ces résumés avec vous. Pour un prix réduit et un investissement de 3 minutes, nos résumés vous offrent un peu de sagesse du livre, de quoi alimenter vos pensées et avec espérons-le, vous donneront envie de prendre le temps de lire le livre en entier.
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 thirty 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.
The must-read summary of Shep Hyken's book: "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience". This complete summary of the ideas from Shep Hyken's book "The Amazement Revolution" shows that customer service isn’t a department within a company – it’s everything the company does. If you can amaze your customers, they will become addicted to doing business with you or, more specifically, to the quality of the experience they receive from you. In his book, the author presents seven amazement strategies from the best customer service focused organisations in the world, which you can use to bring your customers into a "Cult of Amazement". This summary is a must-read for any manager who wants to learn from the best and become the top service organisation in their industry. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read "The Amazement Revolution" and find out how to teach your employees to deliver a superior experience to your customers.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I’ll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I’ll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!”
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.
