by Shep Hyken · Tapa dura · ISBN 9781608321063
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«The Amazement Revolution» is Shep Hyken's customer service guide, published by Greenleaf Book Group Press in hardback (214 pages, in English).
Shep Hyken argues that customer service is not a department but a philosophy that permeates the entire organisation. The book presents seven strategies —loyalty, engagement culture, alliances, hiring, after-sales experience, community, and coherence— illustrated with over a hundred cases from fifty companies.
The work is the sequel to «The Cult of the Customer», published in 2011, and includes bibliographic references and indexes.
For executives, customer service teams, and customer experience managers seeking to apply concrete improvements in their organisation.
