• Amaze Every Customer Every Time

  • 52 Tools for Delivering the Most Amazing Customer Service on the Planet
  • By: Shep Hyken
  • Narrated by: Joe Bronzi
  • Length: 5 hrs and 26 mins
  • 4.3 out of 5 stars (204 ratings)

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Publisher's Summary

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy.

Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.

Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools - like "Ask the extra question" and "Focus on the customer, not the money" - are simple, clear, useful for almost anybody, and supported with compelling research and stories. In this audiobook you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

©2013 Shep Hyken (P)2014 Audible Inc.

What listeners say about Amaze Every Customer Every Time

Average Customer Ratings
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Every business cliche you have ever heard in 52 easy steps

Take every business cliche you have ever heard, pack them into 52 categories, and repeat them 10 times. That’s the book.

Just be a good person – the best you can be – as often as you can. Treat other people as your brothers and sisters. There… Now you don’t actually have to read the book.

8 people found this helpful

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Not a good resource

The information repeats nothing new throughout the chapters. It offers insight into one company. It needs to be more diverse. I was looking for wow plan

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I cannot listen anymore

I think Ace paid for this book to be written, just a guess. It seems like every sentence has Ace in it. I’m in the third chapter and he has repeated everything several times. Lots of words but No substance!

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Amaze every customer every time

Great story telling. Great examples. Loved the story of Ace Hardware. This is a book I will revisit again and again

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Full of helpful hints

I love a book that is to the point and this book is that. it gives background without a bunch of fluff and history about the author.
Definitely a perfect book on great customer service that I will regularly go back

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ace hardware

info is fine..nothing mind blowing. hate that they only use one store as an example...i cant hear about ace hardware again anytime soon

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Terrible book... better title would be “A memoir of an ACE Hardware fan girl”

This book is terrible. The entire book talks about how to pattern your customer service after ACE hardware. I don’t know where the author lives but in my state, ACE Hardwares are going out of business left and right, certainly don’t have great customer service, and certainly aren’t good examples of how to pattern a successful company. The author points out examples of how employees deliver lawn mowers and things to customers after work and off the clock just to go above and beyond... while that may be nice, it’s not scalable and will quickly lead to a bankrupt business. I am not sure if the author has ever ran a business or if he just spent years studying the ACE way... but take everything he says with a grain of salt. I have listened to more than 200 business books on audible and this was in the bottom 5 for sure.

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Proof being "nice" pays off in business

This audiobook is so refreshing because Shep breaks down growing a business and staying ahead of the pack with one principle- outstanding customer service. It unlocks tips to help small business owners compete with the largest competitors by providing attention to customers others cannot.

The reason I did not give performance 5 stars is I felt it could use a chapter and examples from online/social media.

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Lessons for Startersoft

Learned a lot about how we can get closer to making Startersoft the best web development company on the market!

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It’s just an ad!

I got sick of listening to how great Ace is so I turned it off. Don’t know if the rest had any useful info.

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  • Ems
  • 11-28-21

Great tools for Customer Service agents

Easy to follow, it offers great tools for people in Customer Service. I would recommend this book also to people who works in Product, Sales and Marketing departments, as it's a team effort to deliver a product reliable enough. I will definitely put some tips to action and might buy a paper copy for reference!