Zombie Loyalists Book Summary - Zombie Loyalists Book explained in key points
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Zombie Loyalists summary

Using Great Customer Service To Create Rabid Fans

4.4 (23 ratings)
11 mins

Brief summary

Zombie Loyalists by Peter Shankman offers a new perspective on customer service. It argues that companies should focus on creating loyal customers who will act as brand ambassadors and spread positive word-of-mouth. The book provides practical tips for accomplishing this goal.

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    Zombie Loyalists
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    Nothing should stand between your company and loyal customers.

    Say hello to some zombies you’d like to meet – Zombie Loyalists. While regular zombies will do anything to get their next feed, Zombie Loyalists will do anything to show their support for a company. They’ll tell their friends about your brand, and they’d never dream of buying from one of your competitors. These customers are programmed to love you.

    But how do you get them?

    Breeding Zombie Loyalists comes down to one thing: great customer service. No matter how much prestige your brand has or how fresh your products are, people won’t become passionate customers unless your company provides them with fantastic experiences. And that’s not really so difficult to do. Nonetheless, most companies have a few things hindering their customer service, such as convoluted communications processes or a less-than-welcoming company culture.

    If you want your employees to give your customers something special, start by boosting internal communication. No customer wants to spend hours in line or on the phone waiting for a solution to some problem. Customer support must be made efficient, by ensuring all departments can connect and collaborate with each other.

    The next step is to nudge your employees in the right direction. Let them know that their suggestions for improving customer experience are welcome. For instance, the author once worked in a yoghurt shop in New York. One day he recognized the dirty brass poles holding the awning above the entrance and went out to clean them because it would attract more customers. The owner asked him why he wasn’t behind the counter and told him not to think too much.

    You’d be surprised at how many workers don’t point out problems they’ve noticed, simply because they feel it's not their responsibility. But by encouraging your employees to take initiative and test out different solutions, they’ll be more than happy to go out of their way to make customer experience that much better.

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    What is Zombie Loyalists about?

    Zombie Loyalists (2015) gives you the inside scoop on the customers that every company dreams of attracting. These blinks, illustrated with insightful stories from a wide range of businesses, provide you with simple steps that your brand can take to establish, grow and maintain a faithful, enthusiastic customer base.

    Zombie Loyalists Review

    Zombie Loyalists (2015) by Peter Shankman is a fascinating exploration of how businesses can create passionate and devoted customers. Here's why this book is worth reading:

    • With compelling case studies and real-world examples, the book demonstrates the power of turning customers into brand advocates.
    • It offers practical strategies for building customer loyalty through exceptional experiences, personalized interactions, and genuine human connections.
    • Throughout the book, Shankman's candid storytelling and relatable anecdotes bring the concepts to life, ensuring that the content is engaging and far from boring.

    Best quote from Zombie Loyalists

    If your company puts rules before people and inflexibility before logic, you have a problem.

    —Peter Shankman
    example alt text

    Who should read Zombie Loyalists?

    • New brands hoping to build a stable and loyal customer base
    • Managers seeking strategies to lift their employees’ customer-service skills
    • Representatives in customer support interested in ways to improve their work

    About the Author

    Peter Shankman is an American entrepreneur and consultant for customer service, marketing, PR and social media. He is the author of four books, including Can We Do That?!: Outrageous PR Stunts That Work – And Why Your Company Needs Them.

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    Zombie Loyalists FAQs 

    What is the main message of Zombie Loyalists?

    The main message of Zombie Loyalists is the importance of creating outstanding customer experiences to foster loyal and passionate fans.

    How long does it take to read Zombie Loyalists?

    Reading Zombie Loyalists typically takes a few hours. The Blinkist summary can be read in just 15 minutes.

    Is Zombie Loyalists a good book? Is it worth reading?

    Zombie Loyalists is worth reading as it provides actionable insights on building customer loyalty and turning fans into brand advocates.

    Who is the author of Zombie Loyalists?

    The author of Zombie Loyalists is Peter Shankman.

    What to read after Zombie Loyalists?

    If you're wondering what to read next after Zombie Loyalists, here are some recommendations we suggest:
    • The Customer Service Revolution by John R. DiJulius III
    • Sales EQ by Jeb Blount
    • Unreasonable Hospitality by Will Guidara
    • Customer WinBack by Jill Griffin and Michael W. Lowenstein
    • The Story Factor by Annette Simmons
    • Jerks at Work by Tessa West
    • Uncommon Service by Frances Frei & Anne Morriss
    • Why is Sex Fun? by Jared Diamond
    • Evergreen by Noah Fleming
    • Flipnosis by Kevin Dutton