The Cult of the Customer - Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists

Key Insights from "The Cult of the Customer"

1. Customer service is not a department; it’s a philosophy that permeates an entire organization.
2. Every interaction matters, as it impacts the customer’s perception of the brand.
3. Customers transition through five phases, from 'uncertainty' to 'evangelism'.
4. Once a customer becomes an evangelist, they become one of the most effective marketing tools for a business.
5. Creating an amazing customer experience requires consistency.
6. The moment of truth in business is the intersection between the customer’s expectation and the company’s execution.
7. Employee engagement is key to delivering great customer service.
8. Feedback, both positive and negative,...

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