The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
Shep Hyken
Nov 2018 · Gildan Media · Narrated by Timothy Andrés Pabon
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4 hr 41 min
Unabridged
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About this audiobook
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.
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 the author
Shep Hyken 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. He is a hall of fame speaker and a New York Times and Wall Street Journal bestselling author.
Timothy Andres Pabon is an actor and Spanish and English voice-over artist/audiobook narrator from Washington DC. He has recorded over 140 books, one of which was nominated for a 2015 Society of Voice Arts and Sciences Award and another which received an AudioFile Earphones Award as part of an ensemble cast in 2014.
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