Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics.
Loyalty Factor has been instrumental in helping companies:
- Increase Customer Satisfaction by 20 – 33%
- Increase Revenues by 50% in 18 months
- Increase Manufacturing Production by 200% in 18 months
- Simplifying mergers and acquisitions
Our information exchange this week highlights the book, “The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience“ by Shep Hyken.
The Delicate Balancing Act Between Amazement and Engagement
Shep Hyken, author of the best-selling titles The Cult of the Customer and The Amazement Revolution, may have a customer service focus to his work and to his message.
At the same time the tools he recommends that companies put to use to encourage and involve employees in seeking to improve the customer experience and amaze the customer are pure enterprise engagement.
For 16 years Loyalty Factor has been emphasizing:
employee loyalty drives
customer loyalty which drives
and this is achieved by engaging employees in the purpose, vision and strategic direction of the organization.
In this book Hyken substantiates The Loyalty Factor premise.
Hyken introduces a concept of “serious fun.” The ‘F’ in FUN stands for ‘fullfillment’ – making people feel fulfilled in their jobs.
The ‘U’ stands for ‘uniqueness,’ and it means making the best possible use of every employee’s unique talents and making sure their job makes use of those talents.
And lastly, the ‘N’ stands for ‘next,’ which involves getting employees excited about what’s coming up – the next day, the next project, or the next customer experience goal.
To learn more about the steps you can take to create a highly engaged workforce that will deliver customer loyalty and increased profits, call Loyalty Factor at 603-334-3401.