What Is the Cult of the Customer? It is a culture that focuses on creating an amazing experience for both employees and customers.
This book will take you through the five cults, or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists. These customers aren′t just loyal . . . they′re your company advocates. They give unsolicited testimonials and referrals and become extensions of your marketing and sales departments. Filled with dozens of case studies and lessons, this book will guide you through a process that develops an employee culture dedicated to creating an exceptional service experience, both inside and outside of your company.
"This book reflects the core values of our approach at Morton′s The Steakhouse®. We not only serve The Best Steak Anywhere, but we are truly focused on providing our guests with Morton′s Genuine Hospitality, second to none in restaurant dining. This book is all about providing you with the necessary tools to create that amazing, top–of–the–line experience for every guest."
Thomas J. Baldwin, Chairman, CEO, and President, Morton′s Restaurant Group
"At Zappos.com, we′ve always recognized that customers need to be more than satisfiedthey need to be WOWed! Shep recognizes this as well in his book, and gives plenty of examples of how different companies go about creating WOW experiences."
Tony Hsieh, CEO, Zappos.com
"At Verizon Wireless, we are passionate about creating a great customer experience in every customer interaction.??This book takes you through the necessary steps to create a world–class customer service organization."
Eileen Creeden, Vice President, Northeast Customer Service, Verizon Wireless
"Ultimately, we want loyal customersnot just loyal to our brand, but also to our dealerships. The Cult of the Customer teaches how to get customers, in virtually any business, to come back again and again.
Mike Rencis, Customer Service Operations Manager, Toyota Motor Sales, USA
Read This First ix
Part 1 The Purpose of Your Business
Chapter 1 The Genie and the Ice Cream Shop 3
Chapter 2 Do You Need This Book? 5
Chapter 3 The Three Forces 19
Part 2 The Five Cults
Chapter 4 Uncertainty 31
Chapter 5 Alignment 43
Chapter 6 Experience 53
Chapter 7 Ownership 63
Chapter 8 Amazement 73
Part 3 The Journey to Amazement
Chapter 9 What the Journey Looks Like from the Inside: The Internal March to Amazement 89
Chapter 10 What the Journey Looks Like from the Outside: The External March to Amazement 105
Chapter 11 Launching the Amazement Revolution 123
Part 4 Amazement in Action
Chapter 12 Little Things: Snapshots of Organizations and People Who Get the Little Things Right 143
Chapter 13 Problem Solving and Recovery: Snapshots of Organizations and People Who Solve Problems and Recover Well 153
Chapter 14 Opportunity Knocks: Organizations and People Who Look for Opportunities to Be Better Than Average 171
Chapter 15 Proactive Service and Follow–Through: Snapshots of Proactive Organizations and People in Action 179
Chapter 16 The Art of WOW: Snapshots of Truly Amazing Organizations and People 189
Part 5 Creating the Cult of the Customer
Chapter 17 Tools for Success 205