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

by Shep Hyken

Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. 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! Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. 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. The value proposition is both simple and when you reduce friction and make it easier for customers to do business with you, they’ll reward you with their money, their loyalty, and their referrals.  That’s the advantage of being a part of The Convenience Revolution.  

Genres: Business, Nonfiction, Professional Development

215 pages, Kindle Edition

Published October 2, 2018

About the author

The "Official" (and somewhat boring) Shep Hyken Bio...

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.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that's just a few of the A's!

Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association's Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)

Reviews

[Fran Winandy · Rating 4 out of 5]

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

[Leslie N · Rating 2 out of 5]

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.

[Peter P. · Rating 4 out of 5]

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.

[Mauricio P Dulon · Rating 5 out of 5]

great book

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

[Nathan · Rating 3 out of 5]

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.

Hyken starts with Amazon.com, a company that embodies all six of the convenience strategies he lays out and then gives numerous examples of other companies who have made a living by giving convenience to their customers. If your customers are frustrated doing business with you, this short book is a good place to start.

[Helfren · Rating 3 out of 5]

Everyone in the 21st century wants to be convenient,. The question is how do we make it is even easier to buy the product and to connect to the producer? By solving this and provide the ease to the customers, the business requires us as sales person to provide this new experience of convenience in order to compete with our competitors.