THE AMAZEMENT REVOLUTION: SEVEN CUSTOMER SERVICE STRATEGIES TO CREATE AN AMAZING CUSTOMER (AND EMPLOYEE) EXPERIENCE
Book ID/图书代码： 14936511B43989
English Summary/英文概要： 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?
Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately--by any organization, large or small.
Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!
Chinese Summary/中文概要： 客戶服務不僅只是一家公司的其中一個部門，它更是每家公司、每個人都應有的理念，優質客戶服務能使你與競爭對手做出顯著的區隔。
在這本書中，Shep Hyken的重點不只是提供讀者經營客服的策略，他舉出50家客服龍頭大小企業的經營方針，其中不乏許多我們已經知曉的大公司，但是還有更多公司的客戶服務，是你無法想像的。
書中許多現實生活的真實案例和腦力激盪測驗，你將發現員工或公司組織如何將Shep Hyken的七項修煉策略付諸實踐。(Chris)
Awards/获奖情况：New York Times Bestseller -紐約時報暢銷榜 #11
Wall Street Journal Bestseller -華爾街日報暢銷榜 #3
USA Today Bestseller -今日美國暢銷榜 #1
亞馬遜五顆星好評推薦
美國演說協會名人堂 終身成就獎的超級講師Shep Hyken
Reviews
"Practical and hands on, this book will push you to initiate the customer interactions you should have been doing all along."---Seth Godin, Author, Poke the Box (行銷大師賽斯．高汀Seth Godin)
"The true measure of Shep Hyken’s success as a communicator is simple. His books always exceeds the readers’ expectations. The Amazement Revolution is no exception."---Kim Tucci, Co-Founder, The Pasta House Company
"Our family has been in the roofing business since 1929. How have we been successful for so long? All you have to do is read the first chapter of this book to know. We just do the right thing."---Bob Frederic, President, Frederic Roofing
"We want to be more than ’just another software vendor.’ The chapter on cultivating partnerships is exactly what we do to create value and build loyalty."---Ron Cameron, President, KnowledgeLake, Microsoft Partner of the Year
"Whether a sole practitioner or a corporate giant ,if you desire to create Amazed customers you need to read this book!"---Bary G. Knight, President, NEXT Financial Group, Inc.
About the Author/作者介绍： Shep Hyken is the founder and Chief Amazement Officer at Shepard Presentations, where he helps companies build loyal relationships with customers and employees. His articles have appeared in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal bestseller, The Cult of the Customer. His wide variety of clients include smaller companies with less than fifty employees to corporate giants such as American Airlines, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more. He is also a prolific speaker, well-known for his entertaining, high-energy presentations, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the professional speaking industry.
Shep Hyken發表刊登過的文章難以計數，他是紐約時報、華爾街日報和今日美國的暢銷商業大師。從1996年的《Moments of Magic》《The Loyal Customer》《The Cult of the Customer》到2011年的《The Amazement Revolution》，他傳授的技巧從企業龍頭到中小公司企業，無一不被他的演說魅力所折服。
Shep Hyken也是美國演說協會名人堂的終身成就獎的超級講師。
Format:HARDCOVER
Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE(到期可授)
Complex/Traditional Chinese/繁体中文：AVAILABLE
Sales in other countries/其他国家销售情况：
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