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by Robin Sharma
Using Great Customer Service To Create Rabid Fans
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.
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.
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 (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:
If your company puts rules before people and inflexibility before logic, you have a problem.
It's highly addictive to get core insights on personally relevant topics without repetition or triviality. Added to that the apps ability to suggest kindred interests opens up a foundation of knowledge.
Great app. Good selection of book summaries you can read or listen to while commuting. Instead of scrolling through your social media news feed, this is a much better way to spend your spare time in my opinion.
Life changing. The concept of being able to grasp a book's main point in such a short time truly opens multiple opportunities to grow every area of your life at a faster rate.
Great app. Addicting. Perfect for wait times, morning coffee, evening before bed. Extremely well written, thorough, easy to use.
Try Blinkist to get the key ideas from 7,500+ bestselling nonfiction titles and podcasts. Listen or read in just 15 minutes.
Start your free trialBlink 3 of 8 - The 5 AM Club
by Robin Sharma
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.