The Cult of the Customer, Shep Hyken
The Cult of the Customer, Shep Hyken
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The Cult of the Customer
Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

Author: Shep Hyken

Narrator: Timothy Andrés Pabon

Unabridged: 6 hr 14 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 11/20/2018

Synopsis

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 twenty-five 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.

About Shep Hyken

Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep 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 New York Times, Wall Street Journal and USA Today bestselling business author of Moments of Magic, The Loyal Customer, The Cult of the Customer, and The Amazement Revolution. He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.

Reviews

Goodreads review by Jim on September 29, 2013

The Cult is to B movies as it is to customer service, B movies have a huge following, and people love to recommend them for a reason. This book exemplifies the same features as does recommending a movie or following to friends and co-workers. The author an expert himself in the field shares with us......more

Goodreads review by Deepak on December 08, 2023

The book offers a powerful of framework to shape your customer experience journey. The second half of the book is somewhat superficial though. My notes from the book: Amazement = consistent sequence of moments of magic (above average experiences). Better than average most of the time, with occasional......more

Goodreads review by Scott on April 12, 2024

What's the big idea and/or unique approach of this book? There are different types of company cultures, some that create satisfied customers and some that create customer evangelists. How am I smarter, better, or wiser because of it? Well, not at all. Partly, that's because I know a lot about this are......more

Goodreads review by Michael on January 14, 2023

Although some of the technology and companies referenced in The Cult of the Customer by Shep Hyken have changed over the years (the book was published in 2009), the concepts and fundamentals behind creating amazing customer experiences remain relevant and Hyken does an excellent job of conveying tho......more

Goodreads review by Jackson on February 20, 2023

This book was given to me as a gift by someone who didn’t know that customer experience is different than UX design. While this book had some principles that could be built off of to make them relate to UX, it wasn’t exactly what I was looking for. It had a few pieces of good advice for a very new b......more

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