The Convenience Revolution

How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

By: Shep Hyken

Narrated by: Timothy Andrés Pabon

Length: 4 hrs and 41 mins

Publisher's summary

There's a reason they call it a convenience store - because it's convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase.

What about the minibar in your hotel room? That's convenient too...but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel's mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day.

Customers will pay for convenience. And they'll choose to do more business over time with the people and companies that make their lives more convenient.

This audiobook shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You'll learn six compelling strategies, supported by numerous examples and case studies, that will fuel your plan to create a focus on convenience for your customers.

©2018 Shep Hyken (P)2018 Gildan Media

An amazing read/listen

Loved this book, found Shep on facebook and liked what he had to say, the toughest part was waiting till this book was released. It did not disappoint. filled with tons of useful tips and knowledge that's shared. I couldn't stop listening.
captivates you I highly recommend if you own or run a small business.

The Evolution of Customer Service

Customer experience Jedi, Shep Hyken, does not disappoint with this book. He comes through with flying colors to show why change is coming to businesses in America… and worldwide. I enjoyed it so much I picked up both the audio and the physical copies of the book.

This book contains a wealth of resources for anyone desiring to understand and improve their customer service skills. This is his most recent addition in his arsenal of relationship tools. I think it might be better titled “Convenience Evolution” as Hyken takes a journey back to the historical beginnings of convenience stores and customer service. He points out the importance of understanding the friction points with your customers. If your business is not on track to make these critical changes, you will not be able to hold on to your existing customers.

I knew it would be a great read, but I did not realize how many changes are coming to the business as we know it. Thank you, Shep for being a beacon of hope for those of us in the customer-service trenches.

Reduce the friction!

I love the premise of this book... reducing the friction in the customer experience, and Shep lays out a compelling set of steps on how to do that. This is a great companion to his "Amaze every customer, every time" and I'm going to read "Be amazing or go home" next!

A must listen

My neck is sore from nodding in agreement throughout this entire book. This is the second book by Shep which I’ve consumed within the last 3 weeks and I have another in the queue. His message and writing style have me hooked!

Kind of Basic Stuff

Not a whole lot of innovation. Mostly talking about how other companies are addressing removing friction from customer interactions.

Interesting... but not breakthrough

There were a number of interesting points, the insight of reducing friction was particularly important. However, for the most part it remained interesting... though not breakthrough.

Great Read

I loved this book, I think this is an amazing book. I encourage all creators to read this book.

Dated

This might have been interesting 5 or more years ago, but in 2023 it’s dated and says nothing new. Further, the book is focused on product-based businesses, with not enough service-based examples. I struggled getting useful insights as the owner of a service-based business.