The cult of the customer
Subtitle: create an amazing customer experience that turns satisfied customers into customer evangelists
By: by Shep Hyken.
Publisher: Wiley
Published: 2009
Place of publication: Hoboken, N.J
Language: eng
Format: Hardcover
ISBN-13: 9780470404829
Subjects: Customer services; Customer loyalty; Customer relations
Notes: Includes index.
Table of contents: title: Read this first; title: Part 1 : The purpose of your business.; title: The genie and the ice cream shop; title: Do you need this book?; title: The three forces; title: Part 2 : The five cults.; title: Uncertainty; title: Alignment; title: Experience; title: Ownership; title: Amazement; title: Part 3 : The journey to amazement.; title: What the journey looks like from the inside : the internal march to amazement; title: What the journey looks like from the outside : the external march to amazement; title: Launching the amazement revolution; title: Part 4 : Amazement in action.; title: Little things : snapshots of organizations and people who get the little things right; title: Problem solving and recovery : snapshots of organizations and people who solve problems and recover well; title: Opportunity knocks : organizations and people who look for opportunities to be better than average; title: Proactive service and follow-through : snapshots of proactive organizations and people in action; title: The art of WOW : snapshots of truly amazing organizations and people; title: Part 5 : Creating the cult of the customer.; title: Tools for success; title: Epilogue; title: About the author