The AMAZEMENT Revolution
Seven Customer Service Strategies to Create
an Amazing Customer (and Employee) Experience
by Shep Hyken
A Customer Service Strategy Book: The Amazement Revolution by Shep Hyken, Customer Service Expert Featuring Seven Customer Service Amazement Strategies
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About The Amazement Revolution
A New York Times, Wall Street Journal and USA Today Bestseller

Customer service isn’t a department — it’s a philosophy that must be embraced by
every member of an organization.

In a tough, competitive, and price-sensitive economy, customer service is one of the
most essential tools to separate your business from the competition. In this sequel to
Wall Street Journal bestselling book The Cult of the Customer, Shep Hyken shares
seven powerful strategies that any organization can implement to create greater
customer and employee loyalty. As evidence that these strategies work, Hyken shares
more than fifty examples of role-model companies who understand that customer
service isn’t just a department, but a philosophy that affects every member of an
organization. These examples, each insightfully dissected by the author, provide
dozens of lessons that can and should be implemented immediately—by any
organization, large or small.

Corporate and industry clients from all over the world have tapped into the expertise of
Shep Hyken. His client list is a who’s who in the business world. As an author and
speaker, Hyken is known for his simple and direct strategies that help his clients build
successful, customer-focused organizations.

Read a sample from the book - the first three chapters.  Click here.

Table of Contents

Chapter One: The Right Thing to Do

Chapter Two: What is Amazement?
How We Got Here – A review of the Cult of the Customer and Moments of Magic®
The Seven Strategies – Overview
Role Models - How we chose the companies we chose?

Chapter Three: The Master Class – American Express

Chapter Four: Strategy One – Membership Has Its Privileges

Chapter Five: Strategy Two – Serious FUN

Chapter Six: Strategy Three – Partnership

Chapter Seven: Strategy Four – Hiring Right (Sing For Your Job)

Chapter Eight: Strategy Five – The After Experience ™

Chapter Nine: Strategy Six – Community

Chapter Ten: Strategy Seven – Walk the Walk

Chapter Eleven: Implementation (Forms and Exercises)






Publisher: Greenleaf Book Group
Hardback book - 224 pages

Media Inquiries click here.

Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222  ||

Copyright ©2011 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC

“In reading Shep Hyken’s The
Amazement Revolution, I applaud
his approach. At American
Express, we view service not as a
cost, but an investment in building
customer relationships. Through
Relationship Care—our
overarching service ethos—we
strive to emotionally connect with
our customers and add value to
every interaction. The seven
strategies outlined in this book
are exactly how we operate.”
--James P. Bush, executive vice
president, World Service, American

"The true measure of Shep
Hyken's success as a
communicator is simple. His
books always exceed the readers'
expectations. The Amazement
Revolution is no exception!"
--J. Kim Tucci,co-founder,
The Pasta House Co.