The Convenience Revolution, Shep Hyken
The Convenience Revolution, Shep Hyken
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The Convenience Revolution
How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

Author: Shep Hyken

Narrator: Timothy Andrés Pabon

Unabridged: 4 hr 41 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 11/13/2018


Synopsis

There's a reason they call it a convenience store— because it's convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher . . . yet they still come in droves because of the ease of purchase.

What about the minibar in your hotel room? That's convenient too . . . but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel's mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day.

Customers will pay for convenience. And they'll choose to do more business over time with the people and companies that make their lives more convenient.

This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You'll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers.

About Shep Hyken

Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the New York Times, Wall Street Journal and USA Today bestselling business author of Moments of Magic, The Loyal Customer, The Cult of the Customer, and The Amazement Revolution. He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.


Reviews

Goodreads review by Fran

Muito bom! Aprofunda questões relacionadas à jornada do cliente, que, convenhamos, não anda muito fácil. Reflexões simples e nteressantes.......more

The book seemed really repetitive and focused a lot on Amazon. Read this book slowly over time a few pages each morning before the work day. The one takeaway for me is to use the question “how is easy is it to do business with you?” as a filter to identifying wats to remove friction.......more

great book It is a good explanation on why convenience wins over everything else and it enhances the customer experience in any business......more

Goodreads review by Peter

Solid, if somewhat repetitive, message; remove the friction. Make life easier for your customer. Who can argue with that rationale? Quick read and worth it.......more

Goodreads review by Nathan

Any barriers - which Shep Hyken labels "friction" - that make working with your business challenging creates opportunity for your competitors to lure away your customers. Today's consumer has come to expect convenience in their interactions with every business, no matter the company size or industry......more