The Cult of the Customer

Watch this webinar

Watch this webinar

The customer experience has never been more important than it is in today’s service environment. Customer service is driven by the customer experience and the people inside a company provide that experience – whatever employees experience on the ‘inside’ is similar to what customers will experience ‘on the outside.’ This thought provoking white paper will compel you to ask the following:

  • Is my company in alignment?
  • Does every employee understand the vision?
  • Do our employees love their jobs?

The Cult of the Customer explores concepts, lessons and strategies that will show you how to build a customer service culture that will make your customers and employees ‘amazing.’ Read this white paper to discover powerful customer service and experience concepts that can help increase:

  • Customer loyalty
  • Employee morale
  • Employee loyalty
  • Value to your customers
  • Your bottom line
  • The value of your brand

For more in-depth insight in to the concepts, lessons and strategies that can help your organization to have a customer focused culture and begin to create amazing experiences, watch the recorded version of this webinar.

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24 thoughts on “The Cult of the Customer

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  3. Don’t say it isn’t “rocket science”, my boss might be listening.

  4. Do you have any suggestions on how we can start to implement a customer service program? How do we get our employees to embrace these concepts?

  5. I can write a book on this answer. Actually I did! Seriously, go to the website Download the forms and exercises. They are free. Take a look at the Touch Points chain exercises. Also look at the Moments of Magic card. These exercises should make sense. The Touch Points Chain exercise will help you identify where you have interaction with your customers. The Moments of Magic Card will get all of your employees involved in sharing when they create great service experiences to both their internal and external customers.

  6. Is there a list available of Shep’s upcoming personal appearances / presentations for 2010?

  7. If you go to my website,, there is a link to my schedule. Most of the appearances are for corporate or private audiences. Still, you will be able to see when I’m coming to your area.

  8. This exact presentation is not on DVD. However, we have a DVD titled “Moments of Magic 101” which is about creating a customer service and loyalty mindset. Go to and look for the knowledge products link on the left side of the page. If you go to, there is a special package price that includes the three books and the DVD for less than the price of the DVD.

  9. Any chance “The Cult of the Customer” has been or will be released on audio? I don’t see it on Amazon.

  10. At this point my agent is in negotiations to get the book put on audio. If it doesn’t happen soon, I will probably create an audio version myself.

  11. How to make your service desk techs own the responsibility of customer service and not looking at just doing my job.

  12. Customer service is not a department, it is a philosophy. My friend from Santiago, Chile, Juan Pablo Armas gave me a great line. He said, “Customer service is too important to leave just to the customer service department.” It is everybody’s job – including service desk techs. Your techs should be trained in both technical and soft skills. If you are looking at a candidate for the position who has the technical skill, but not the soft/people/customer service skill, I might consider someone else for the job. These service desk techs represent your company. If they aren’t creating the image you want, find them a different job.

  13. How do you quantify the return on investment in customer service in the public sector?

  14. The only way to quantify is to create an analysis that has a before and after scenario. For the public sector it is more difficult to define the ROI in dollars. However, you can analyze various areas such as how often businesses or residents move in and out of your area. Customer service comes in many forms. Why do people want to live in one community more than another? What does the local government do to get new business to move in and old businesses to stay? Creating different services and being easy to do business with goes a long way to creating loyalty – in both the private and public sectors. I’m happy to have a discussion with you if you would like to discuss further.

  15. What were the investment numbers again? You said you double your investment over 10 years in stock market, but with great customer service companies…how many years to double? Sorry I missed it.

  16. According to the American Customer Satisfaction Index and the University of Michigan, investing in the SP 500 from 1996 to 2006 yielded a 105% return (approx.) Investing in a portfolio of the best rated service companies by the ACSI during the same period doubled that return. There is a more detailed explanation in the White Paper you can download from Parature. (I prefer to call it a manifesto – a document that will compel you to create your own customer service “Amazement Revolution.”)

  17. What are some tips for avoiding making “POW!” the expected norm? We are a professional services company with some spoiled clients that sometimes expect regular POW! that can’t always be delivered.

  18. I would love to do business with companies that strive to make POW the norm. I enjoy going to Tony’s restaurant in St. Louis because my expectations of the experience are so high that all they have to do is come to them to blow me away. Then, every once in a while the owner will come over with small plate of pasta for me to try. Or, he’ll bring me a dessert. Just to say, “Thanks.” That extra effort is the POW for Tony’s. That said, create a list of non-negotiable customer service standards. These are the value promises (from service) that you will deliver to these clients. These should meet with their approval. Anything more than that is their “POW” and will exceed their already high expectations.

  19. Considering the economic climate some companies decide to not accept (for warranty) customer concerns that are structural (all products). Paying for all defects would simply be too expensive. How can you (front line team) deal with those customers that are obviously angry for their defect not being repaired. Thanks. Dennis

  20. The warranty should be clear. Not a bunch of “fine print” that the customer won’t probably ever read. In addition, the warranty should be clearly explained at the time of purchase. Some of my clients have to be very careful in how they explain their warranties and guaranties. Otherwise, they may have the customer service problems that you are describing.