Free PDF The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, by Shep Hyken
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The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, by Shep Hyken
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About the Author
Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
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Product details
Hardcover: 214 pages
Publisher: Sound Wisdom (October 2, 2018)
Language: English
ISBN-10: 9781640950528
ISBN-13: 978-1640950528
ASIN: 1640950524
Product Dimensions:
6 x 0.6 x 8.5 inches
Shipping Weight: 12 ounces (View shipping rates and policies)
Average Customer Review:
5.0 out of 5 stars
24 customer reviews
Amazon Best Sellers Rank:
#80,601 in Books (See Top 100 in Books)
Shep Hyken has done it again! A truly awesome read. As simple as it is insightful. Ideal for any business leader, especially those passionate about service, who desire to reflect on the “points of friction†that ultimately cause inconvenience or customers. And most importantly, this book provides simple and easy to do recipes for how to give customers what they want... a seamless, and yes...convenient way to do business with you. Shep is right on when he advises that creating more convenience isn’t just a strategic imperative for most business, it’s required to strengthen differentiation in a world where competition is often fierce, yet predictable. Terrific case examples throughout highlight the principals in action in an easy to read format. If your business depends on great service to not just survive, but to thrive, then this is a must read for you.
Customer service expert Shep Hyken lays out a compelling argument for convenience being the next frontier in outstanding customer service. Companies like Amazon that make it ridiculously easy for you to do business with them will earn the loyalty of their customers over the competition. Hyken lays out six convenience principles that can apply to companies of any size, from mega-corporations to small, family-owned businesses. This is a must-read for any business owner or customer service leader who is looking to gain an edge in service.
Shep Hyken has long been known as a legend in the customer service arena, and as such, he has seen a number of shifts in consumer preferences and customer behavior during his years in the space. In his latest book, Shep captures one of the most important trends in customer experience today: customers’ desire for convenience. Using powerful, real-world examples to underscore his ideas, Shep presents six convenience principles that we can put into practice in our own organizations. If you want to create and sustain competitive advantage by making sure that your customer journey is the most convenient in your industry, get this book today!
What would make you choose one alternative over another when you choose where to make a purchase?There are abundant books out there teaching about differentiating your product, service, or customer experience. In this book, however, author and speaker Shep Hyken offers a profound and compelling concept: now that there is signficant equality in products and services, you must become the more CONVENIENT place to do business.Shep Hyken will not only convince you this is the future of business -- he will clearly show you what you need to do to become a market leader. To be transparent, I'm a Hyken friend and fan. But, this idea of a "convenience revolution" is so compelling, I'd be sharing this book with everyone I know even if I'd never met him. I know you'll find great value from this book -- I certainly have.
This is one of those "I wish I had known this when..." books. In my case, it would have been when I was practicing medicine. In our practice, the patients loved the doctors and hated the office. After reading "The Convenience Revolution," I realized there were many points of "friction" which could have been eliminated to make the patients' experiences with the office itself better.Hyken's thesis is that now, more than ever, customers are searching for convenience, that "convenience is king." He starts by analyzing how Amazon has become the most convenient, and therefore the dominant shopping company in the world by attending to 6 basic components of convenience itself. He then illustrates each component with stories from companies you know (Uber) and companies that you may never have heard of (the French grocery chain Monoprix). The examples are interesting and fun and have numerous why-didn't-I-think-of-that ideas that can be applied to any business.Hyken's writing style is clear and friendly, more as if he were chatting with you than preaching at you. And, like any good teacher, he asks questions along the way to make you think about how his principles and examples might apply to your own business. This is a quick, enjoyable read. Hyken has made it convenient to bring the convenience revolution to your business.
If you want to increase your sales and differentiate yourself from the competition, you need to make it convenient for your customers to buy from you. In the Convenience Revolution, customer service expert Shep Hyken shares six convenience principles that are as smart as they are actionable, and he supports these with fascinating case studies. Follow Hyken’s smart advice and reap the benefits of increased sales, deeper customer loyalty, and more referrals. A must-read!
Most of the companies on earth now compete purely on customer experience. Shep Hyken's books cover everything you need to know on building out the best experience possible. This book specifically is relevant because the definition of convenience has changed and to stay on top of the game and differentiate yourself from others in a noisy world, you need a clear understanding of how to leverage convenience in a smart way. This book is a roadmap to doing so. I especially love the examples, case studies, and quotes sprinkled throughout the book. #HighlyRecommend
If you can make it easier - more convenient - for today's customer, you win. Shep Hyken absolutely nails it with his new book. There may be no single factor more powerful in today's marketplace than convenience. Buy this book and put these simple, actionable principles to work in your business and experience an extraordinary boost in your success. Great book!
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