The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists - Tapa dura

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 satisfied?they 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 customers?not 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