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.
The Right Customer Service Tools for the Job
To do any job well, you have to have the right tools. Open a carpenter’s toolbox and you will find tools like a hammer and a saw, screwdrivers and the like. Some tools, however, you can’t necessarily see or touch, but they are universal tools that are essential to the success of any business, and these are customer service tools.
In my recent book, Amaze Every Customer Every Time, I provide a wealth of tools – 52 to be exact – that any company can use to deliver amazing customer service and build the kind of loyal customer base that ensures growth and success.
Now if you’re thinking that implementing 52 customer service tools seems like an overwhelming task, relax. Choose which tools will work for your business and where to focus your efforts. But, if you’re feeling inspired to do all you can and place yourself among the customer service superstars, take heart in the knowledge that it can be done – and there is a company that proves it.
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About the Author
Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.