Shep Hyken To Present Free "Cult of the Customer" Webinar

It is my pleasure to present (at no charge) a Cult of the Customer Webinar sponsored by one of my clients, Parature. The program is this Wednesday, December 9 at 2:00 EST/11:00 PST. Click here to register.

This will feature content from both The Cult of the Customer book as well as the speech. You will learn about the five “Cults” or phases that all companies go through. In addition, you will learn ten specific strategies to help get and keep you in the “Cult of Amazement.” I promise this hour will be a valuable investment of your time.

Feel free to pass information to your friends and colleagues. Thanks to Parature, there is no charge to attend. Just click here and you will be taken to Parature's website to register.

Parature provides on-demand customer service, customer support and help desk software.

Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- http://www.hyken.com-- (314)692-2200

The Fear of Cheer

Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.

Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.

Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.

So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!

BOOK RECOMMENDATION:

David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.

A GIFT FOR YOU!

My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.

Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- http://www.hyken.com -- (314)692-2200

Customer Service Is More than a Department

Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:

“Customer service is too important to leave to just the customer service department.”

Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!

Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- www.hyken.com-- (314)692-2200

Book Recommendations!

On Marketing
“The Complete Idiot’s Guide to Target Marketing” by Susan Friedman is out this month. This new book is part of the well-known and respected “Complete Idiot’s Guide” series. It is packed with clever and practical strategies to help any type of business get their message to the right people. Go to http://bit.ly/JERZ9 (Amazon.com) to buy it today.

On Sales and Relationships
“The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients For Life” by Maribeth Kuzmeski is about… Just read the subtitle! Maribeth interviewed hundreds of successful businesspeople, CEO’s, etc. The book is filled with valuable ideas and strategies to create better business relationships. Go to www.TheConnectorsBook.com to buy your copy.

On Leadership
“Uncommon Sense: One CEO’s Tale of Getting in Sync” by Andy Kanefield and Mark Powers is a quick read that will give you a unique perspective on getting your organization aligned. It is the fictional story of Jack, CEO of Horizon bank, and walks you through the critical aspects you need to be in sync for maximum effectiveness. If you have read my book, “The Cult of the Customer,” you know the importance of getting your organization in alignment. Learn more at www.dialect.com.

Another One On Leadership
“On My Honor, I Will,” by Randy Pennington has a new edition that is coming out this week. Our mutual success is in question unless leaders at every level of every organization, community, and family get the integrity question correct. Randy shows why integrity is crucial to every leader’s success and how anyone who aspires to a position of leadership can accomplish that goal. Buy it at www.Amazon.com.

On Customer Service (GET THIS ONE!)
Can’t miss the opportunity to plug my book, “The Cult of the Customer.” It just came out six months ago and immediately hit the Wall Street Journal and USA Today best-seller lists. If you are reading this blog, you probably already know about it, but just in case, find out more at www.CultOfTheCustomer.com.

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

Old Milt Linder

The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.

About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.

Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”

Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.

If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.

LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

Celebrate Customer Service Week

This week is Customer Service Week. It shouldn’t be a week. It should be all the time. None the less, it has become recognized as a week to celebrate and promote customer service. Take the time to do something special for your customers or employees. Here are some ideas:

- Take the time to write or call your customers to show some (extra) appreciation.
- Have a short customer service training session (or two) for your employees.
- Each day have employees record an example of when they provide a great customer service experience.
- And, my favorite idea: Buy a copy of “The Cult of the Customer” for your favorite customers and employees.

-- New Iphone apps! Did you download your customer service iPhone apps? Three apps: “Cult of the Customer,” “Moments of Magic” and the “Shep Hyken App” Go to the app store and download them (no charge) and you will have access to tips and strategies from the books along with my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search for them by their names.

No iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

Two Book Recommendations and New iPhone Apps

“Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask them the right way, your customers will tell you what they want and need. Client comments can help you create a company that attracts customers like bears to honey. The book has been getting rave reviews. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com.

“Illuminate: Harnessing The Positive Power of Negative Thinking” by David Corbin falls into the motivational category. I like this book. The premise is to accentuate the positive and ILLUMINATE the negative. The book reminds us that we can’t solve all that we face, unless we face it. The 3 Step Illuminate Process is Face It, Follow It and Fix It. Order it at www.Amazon.com.

-- New Iphone apps!

In the past few months I’ve touted my “Cult of the Customer” iPhone app. I now have two new apps; the “Shep Hyken App” and the “Moment of Magic App.” Go to the app store and download them (no charge) and you will have access to my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search on “Hyken” and “Moments of Magic.” And, if you don’t yet have the “Cult of the Customer App,” get that one too!

You don’t have an iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.


Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken

Customer Service Is a Team Effort

This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.

As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!

LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.


Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

Social Media and Customer Service
by Shep Hyken

I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.

Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

"Cult of the Customer" iPhone App Now Available – FREE!

If you have an iPhone, “The Cult of the Customer” is available as a free app. (It used to cost $1.99.) Just go to the apps section and type in the book title or my last name (Hyken). It’s like an extreme “Cliff Notes” version of the book. And, it won’t cost you a thing. If you already have the book, it is filled with reminders. If you don’t have the book, it’s a great introduction. And did I mention – It’s free! So, what do you have to lose? Do it now!

Go to www.CultOfTheCustomer.com.

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs and knowledge products please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Customer Service on the Internet
(Another Lesson From "The Cult of the Customer")

My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:

“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”

LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Do What Is Not Expected
(Another Lesson from "The Cult of the Customer")

I actually first wrote about this concept almost ten years ago. So, here is a reminder, with a fresh spin on it.

Most people do what they are supposed to do - what is expected by the customer. That's common sense. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Sometimes that's common sense as well.

Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed to do with a positive attitude. Other times it might mean going out of your way or making an extra effort to help a customer. It can even be as simple as a thank you note or follow-up phone call. Anybody can be okay - average. It is the excellent people and the excellent companies that are willing to do the extra things necessary - and sometimes not so necessary - to not have just satisfied customers, but LOYAL customers!

Let’s end with a quote from James C. Penney, founder of J.C. Penny Stores. He said...

”It is the service we are NOT OBLIGED to give that people VALUE the most!”

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200

Accelerator Questions
(Another Lesson from “The Cult of the Customer”)

Years ago I listened to a Tom Peters program on MBWA; management by walking around. Tom claimed that when a manager approached an employee, it was usually because of a problem. The employee became defensive, uncomfortable, and perhaps even scared. The idea of approaching employees, primarily for problems, created an unsettling environment. Then came MBWA, which had managers “walking around,” having conversations with employees and complimenting them on a frequent basis, thereby eliminating fear of management and invoking a positive working environment.

Here’s my addition to MBWA. During these conversations, it creates a great opportunity for managers to ask questions – the kind of questions that move the company in a positive direction. When good experiences are happening for employees and customers, it is the perfect opportunity for management to accelerate the ownership process by asking what I refer to as accelerator questions.

- Are you doing anything new?

- How is that working for you?

- Who else should know about this?

- What can we do to repeat this kind of success?

- Do you have any ideas or suggestions to make your job better?

The list of these types of questions can go on and on. These positive questions promote ownership and pride of the employee’s work process.

To an even broader level, you don’t have to be a manager to ask accelerator questions. Anyone can ask these types of questions, especially if you like the idea of a positive and harmonious work environment; a culture (or “cult”) that is focused on creating amazement for employees and customers.

CULT UPDATE: “The Cult of the Customer” continues to sell well. If you don’t already have it, you need to get it today. Now, more than ever you must create a great service experience for your customers. Also, we now have an iPhone app for the book. There are dozens of tips that remind you about how to create an amazing customer experience that turns satisfied customers into customer evangelists. If you already have the book, the app will serve as a reminder of some of the book’s lessons. If you don’t have it, this makes a great introduction. Either way, for $1.99 you can’t go wrong. For more information go to: www.CultOfTheCustomer.com.


Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Starting Over

The other night I went to one of my favorite restaurants, Tony’s. I was talking with Vince Bommarito, the owner, about delivering great service. My comment was that Tony’s is so good, and has such an incredible reputation, with guest expectations that are so high, that all Tony’s has to do to exceed expectations is to simply meet them. The unbelievably delicious food coupled with extraordinary service is the recipe for an AMAZING experience.

Vince said that he appreciated the comment. He said they get phone calls and letters about the restaurant, the food and even some of the employees. Every night just before Tony’s opens they have the all-employee meeting where he loves to share these accolades. Then he tells everyone, “This is great and we should all be proud. Guess what? In five minutes we start over!”

In The Cult of the Customer I write about how easy it is for a company who has the reputation of operating at level of “amazement” to fall back into a cult or phase of “uncertainty.” The best companies understand that they are only as good as the last sale – or as Tony’s would say, their last meal. Companies who enjoy amazing reputations must work hard to stay on top, and that means starting over, every day, reestablishing their reputation. It is the consistent effort toward amazement that keeps them at the top.

Cult Update: It’s official. The Cult of the Customer hit the Wall Street Journal and USA Today best-seller lists. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Gratitude Cookies

In almost every speech I deliver, one of the customer service strategies I always include is showing your customers appreciation. Customers want it, it is expected, and more than anything, it is the right thing to do.

This is the “Cool Product” of the month and is all about appreciation. Lori Saitz is the president of Zen Rabbit Baking Company and the creator of Gratitude Cookies. These cookies can be given to your favorite customers and clients as a wonderful and delicious thank you gift. Or, get a box or two for yourself. Enjoying one of these cookies as an afternoon snack will make you appreciate how great life really is!

I love sending edible gifts for special occasions. Fairy Tale Brownies are always a hit. Clients like “Fruit of the Month.” Yet, what I love about these cookies, besides that they are delicious, is the box. The word “Gratitude” comes through loud and clear. And, it has the Gratitude Cookie history, which is all about giving and showing appreciation.

For more information, go to www.GratitudeCookie.com.

Speaking of Gratitude…

Again I want to thank all of the people who supported the new book, “The Cult of the Customer.” Your confidence in me and the book helped make it the success that has become. Thank you!!!

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Pricing Strategy: Don’t Lower Prices – Create Value Packages.

While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while at the same time picking up revenue in another. For example, in the restaurant business TGI Fridays has created several value meals priced at $10.00. Applebee’s has done the same thing with two appetizers and two entrée’s for $20.00. These are price promotions that get guests into their restaurants. Once there, the guests still buy drinks and order other items on the menu. A good server can help create an even better dining experience by suggestive selling, also known as up-selling (which can work in virtually any business for any product).

In the end, you still have to create a great customer service experience. The value meal may get them in the door. The experience brings them back!

Book Recommendations: I love great books. My buddy Ron Karr just wrote a fantastic sales book titled “Lead, Sell or Get Out of the Way.” Competition is intense, and if you don’t take a leadership role in producing results for your clients and customers, someone else well. This book examines the seven leadership traits that top producing sales people count on for their success. Ron outlines a process based on the idea that great sellers lead relationships in the same way that great leaders sell ideas. Go to www.LeadSellOrGetOutOfTheWay.com.


Cult Update: Last week my new book, The Cult of the Customer, became the #1 business book on Amazon.com. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.


Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

"The Cult of the Customer" Hits Amazon Best-Seller List

Exciting news. "The Cult of the Customer" hit #1 on Amazon.com's business, customer service and marketing best-seller list and # 2 on the overall Amazon.com best-seller list. Get more information on this book at www.CultOfTheCustomer.com.

Constantly Upgrade

This ties into consistency; always trying to be your best. To take it a step further – to the “next level.”, always try and “notch it up.” Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one. In Vegas he went from the Golden Nugget, to Treasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore. Each time it was his goal to make the new hotel and resort better than the last. Think about how you can incorporate Steve Wynn’s philosophy into your business. What can you do to be better than before? The ultimate is when you are so good at what you do that just meeting the customer’s expectations will make them say… “Amazing!”

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Two Customer Lessons That Work In a Tough Economy

April 6, 2009 is the official release date of my new book, “The Cult of the Customer.” Here are a couple of strategies from the book that will help a company be successful, even in this tough economy.

1. The first idea is a twist on "The Golden Rule." Treat employees like you want the customer treated – maybe even better. (This is one of my favorites and I’ve been preaching it for a long time.) Customer service is not just on the front line. It starts inside an organization, and it starts at the top. Be an example of the behavior you want employees to exhibit to their customers and their fellow employees.

2. Recognize that a satisfied customer (and employee) is not a loyal customer. This is a big mistake many companies make; thinking that they want satisfied customers. “Satisfactory” is a rating – and an average rating at that. Loyalty is more of a bond, even an emotion – a feeling that a customer or employee gets from consistent positive customer experiences and a feeling of confidence about the company. Focus on being better than satisfactory – better than average. Be so good that customers and employees become loyal - so good that they become evangelists!

Coming April 2009 – The Cult of the Customer by Shep Hyken

The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com/pre-order.

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Book Recommendations 

For this posting I want to tell you about a new book written by my friend and colleague Scott McKain titled, The Collapse of Distinction: Creating Differentiation In a Cluttered Marketplace.  Scott is a successful speaker, author and businessman who is admired by some of the top business leaders in corporate America.  This book will help you understand the reasons behind what Scott calls “the current quagmire of stifling sameness.”  Can your customers differentiate between you and your competition?  Scott will reveal the keys to standing out in today’s marketplace.  When people zig, you need to zag.  Today, more than ever you have the opportunity to do so.  Companies are pulling back, which is the perfect opportunity for you to make more calls, talk to more clients and come up with more new ideas.

The Collapse of Distinction gets my highest recommendation.   My suggestion is to go to Amazon and buy it today!

By the way, don’t forget to buy my new book if you haven’t already done so.  , The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists, will be available on April 6, 2009.  You can pre-order it now at www.CultOfTheCustomer.com/pre-order.

Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees.  For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com  –  Web: www.hyken.com  –  Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Crazy Customer Service and Marketing Idea

Zappos.com continues to amaze me – in a great way. They pay employees to leave if they aren’t happy. They create a culture of WOW both inside and outside of their organization. Every employee contributes an essay to a book/anthology that Zappos.com has published about their culture. They are truly operating at the Cult of Amazement!

Now they have done something really cool – and crazy. They are selling a t-shirt for a whopping $50,000 (Not a typo). The t-shirt says: Cease and Desist!

The $50,000 cost goes toward Zappos.com honoring the Cease and Desist message on the t-shirt, ensuring that the customer’s spouse or significant other will be banned from buying anything from the Zappos.com ever again. A press release put out by the company said there were a “tsunami of calls received in 2008 by the Zappos.com Customer Loyalty Team from spouses of loyal customers lamenting that the web site was causing relationship and financial strains.”

Sounds crazy, doesn’t it. Crazy, but serious! And, fun! This is exactly the creative thinking that has made Zappos.com a rock star in the customer service and experience world.

What’s the lesson? Get crazy. Come up with wild ideas that focus on your customers. You might find one that works – or gets you great publicity.

Coming in April 2009 – The Cult of the Customer by Shep Hyken

Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.


Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).