Book: The Cult of the Customer

Create An Amazing Experience That Turns Satisfied Customers Into Customer Evangelists

By Shep Hyken

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First things first: There's nothing scary about the word "cult." "Cult" comes from the Latin word cultus, which originally meant "care or tending." What the book proposes is creating a corporate culture that is so focused on taking care of and tending to employees and customers that the culture itself creates Evangelists. Evangelists are special people who go out of their way to tell the world just how great you and your company are. That's the end result of The Cult of the Customer.

There are many companies who have managed to build a culture that reaches this level; a culture rooted in a concept called Amazement. This book shows how you can make it happen, too.

Employees and customers live in a parallel world.

Shep identified five phases that customers go through from the time they first start doing business with you until they become loyal to you and your company. Here is the interesting part -- Employees of your company go through identical phases.

In order for a company to create an Amazing experience -- the employees of that company must move through these phases before the customers do. This book is your guide to creating an amazing customer experience that turns satisfied customers into customer evangelists.