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Zombie Loyalists: Using Great Service to Create Rabid Fans Hardcover – January 27, 2015

by Peter Shankman (Author)
4.6 4.6 out of 5 stars 105 ratings
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Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls "Zombie Loyalists," fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers and demand that their friends to do the same.

So how do you get this rabid following? There's been a lot of lip service given to customer loyalty over the past few years, but most companies still don't realize that a points program or a slew of untargeted emails simply won't do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, he shows how you can create your own customer army.

Previous page
  1. Print length
    256 pages
  2. Language
    English
  3. Publisher
    St. Martin's Press
  4. Publication date
    January 27, 2015
  5. Dimensions
    6.41 x 0.91 x 9.47 inches
  6. ISBN-10
    1137279664
  7. ISBN-13
    978-1137279668
  8. See all details
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Editorial Reviews

Review

“Marketing and PR expert Shankman offers a hilarious, astute, and ultimately practical guide to creating customers so satisfied they'll promote your company with zombie-like fervor…this entertaining yet valuable work is a must-read for any business owner or executive interested in turning satisfied customers into avid brand ambassadors.” ―Publishers Weekly

“At the end of the day, all business comes down to customer service. If you want to win in the new customer-centric economy, check this book out.” ―Gary Vaynerchuk, best-selling author, The Thank You Economy

“If anyone in any organization can't figure out how to create loyal customers after reading this book, then their brains have obviously already been eaten by meat-eating zombies.” ―Debbie Moren, CEO, Moren Enterprises and Former Disney Customer Service Leader

“Over the years, Peter has created his own Zombie Loyalists, and I count myself as one! Now he is taking you and your business to new levels with his surefire strategies. The world around us has changed, and business must change with it. Your customers are key!” ―Frank Eliason, Author of @YourService

“At Steiner Sports, our entire company is a customer service department, dedicated to bringing our customers closer to the game. We strive for every customer to become a Zombie Loyalist, and this book is a key to delighting customers both on and off the field.” ―Brandon Steiner, CEO, Steiner Sports

About the Author

Peter Shankman is the author of Nice Companies Finish First and the founder of Help a Reporter Out (HARO), the largest free source repository for journalists in the world. He is also the founder and CEO of The Geek Factory, Inc. His PR and social media clients have included AmEx, Sprint, the US Department of Defense, Royal Bank of Canada, Snapple, Walt Disney World, and many others.

Product details

  • Publisher ‏ : ‎ St. Martin's Press; First Edition (January 27, 2015)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 256 pages
  • ISBN-10 ‏ : ‎ 1137279664
  • ISBN-13 ‏ : ‎ 978-1137279668
  • Item Weight ‏ : ‎ 9.2 ounces
  • Dimensions ‏ : ‎ 6.41 x 0.91 x 9.47 inches
  • Customer Reviews:
    4.6 4.6 out of 5 stars 105 ratings

About the author

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Peter Shankman

Peter Shankman

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Full content visible, double tap to read brief content.

Peter Shankman is a spectacular example of what happens when you find the best traits of ADHD and work really hard to make them benefit you.

Diagnosed at seven years old with “sit down, you’re disrupting the class” disease, Peter wasn’t formally diagnosed with ADHD until his mid-30s. By that time, however, he’d started and sold two companies and realized that all the differences that formerly labeled him as a troublemaker were actually his greatest assets. After Peter sold his third company, (Help a Reporter Out,) he decided to focus on really understanding this “faster brain” of his, and learning exactly what it could do. From that, the "Faster Than Normal" podcast and bestselling book of the same name were born. Since then, Peter has written numerous best-selling books and “Faster than Normal” is the Internet's #1 podcast on ADHD.

In 2022, Peter joined BluShark Digital and Price Benowitz LLP as a futurist – someone whose specialty is to systematically explore predictions and possibilities about the future of a company and its industry. Peter helps the agency and firm innovate to better serve their clients as both companies continue to grow upward. More information about his work as a futurist can be found at https://blusharkdigital.com/our-team/peter-shankman/.

Peter believes that everyone has gifts, potential, and abilities far beyond what society has deemed “normal,” and strives to help bring those gifts to life in as many people as he can through his podcast, books, online videos, and countless worldwide speaking appearances. He can be found at @petershankman on all of the socials, and at www.shankman.com.

Customer reviews

4.6 out of 5 stars
4.6 out of 5
105 global ratings
Yes, Real Life Zombie Loyalists Created by Peter Shankman
5 Stars
Yes, Real Life Zombie Loyalists Created by Peter Shankman
This book tells it like it is. The landscape has changed in the marketplace and brands need to step up to meet the challenge. Customers are not interested in sub par treatment. We all work hard for our money and we want to know it is being spent with a brand that actual CARES about us.Shankman provides multiple examples of good and bad customer service and explains how easy it is to create a Zombie Loyalist – a person who will scream at the top of buildings (and tell all of their friends too) about how wonderful a brand is…that is my definition, but you get the point. Sorry he is not a fan of Verizon, even though I am, but that is an excellent point for why brands need to THINK on an INDIVIDUAL LEVEL vs. a mass level. Everyone is different, has different needs and different expectations. Brands who really invest the time getting to know their customers and evaluate the data they mine on each one will benefit. The PERSONAL TOUCH is a sure way to convert someone into a Zombie Loyalist. He is a ZOMBIE LOYALIST of Morton's Steakhouse and hopefully I will be too once I visit their establishment for the ROYAL treatment.Shankman has a segment on the importance of Company Culture and how you can IMPROVE it. I learned a long time ago that if you treat your employees well, they will treat your customers equally as well. INVEST in your employees and let them know that they MATTER.If you are a business and need a Customer Service revamp, this book is for you. If you are a small, medium or large business owner and want to get that EDGE, this book is for you. Plus, Peter is APPROACHABLE…you can email him and YES, he will email you back…REALLY. This book is AMAZING and I don’t want to give it all away, so my VOTE is to order a copy today. ENJOY!THANK YOU Peter for taking the time to share your experiences with the world and your recommended ZOMBIE BRANDS. It is much APPRECIATED :) I am especially grateful that i connected with Adam Purcell and The Red Stag Tavern in Halifax, Canada because of your Zombie review. His #caringcounts movement is incredible.
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Top reviews from the United States

Steven George Bustin
5.0 out of 5 stars Once Bitten, I Keep Biting, or How I Quit Worrying and Learned to Love B.R.A.I.N.S.
Reviewed in the United States on March 20, 2015
Verified Purchase
This book bites, it bit me, it will bite you.

Best selling author Peter Shankman’s latest book is arguably his greatest. Zombie Loyalist takes every customer’s greatest complaint, abysmal customer service, and eradicates it in a series of personal and third party stories that feel painfully familiar. Peter not only illustrates how to cure the nation’s deadly (to business) epidemic of horrific and short-sighted customer service, he shows us how to replace it with a more powerful epidemic of our own Zombie Loyalists, addicted to B.R.A.I.N.S. (Bring Random Amazement Into Normal Situations).

I met Mr. Shankman over 20 years ago and became a Zombie Loyalist before he coined the term, because he practices what he preaches. Despite his hyper-active life style; a super heavy travel schedule, doing triathlons, sky diving, creating, running and selling successful businesses, appearing regularly on national TV as a PR expert, being an author, etc., he answers every single email himself, in a timely manner.

But I really did not understand how much of a Zombie Loyalist I was with this book until I realized that I had brought it up in almost every business discussion or meeting I had the week I read it. I even purchased the book as a gift for a handful of people including one senior ad exec I had just met! I infected them and now they are infecting others with the message of this book: great customer service trumps the best product design, PR, marketing and advertising. It is truly the most important action a business can take to ensure and maintain success.

Filled with customer service horror stories (some will astound you) the book has a creative and effective response for each customer issue. It is a wonderful teaching tool that is both informative and entertaining.

Written in a conversational and unpretentious style with humor and clarity, Zombie Loyalist is a must read for any business trying to survive in an increasingly consumer-power marketplace. Highly recommended.

Steven Bustin, author of Humble Heroes, How The USS Nashville CL43 Fought WWII
5 people found this helpful
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Ysmay
5.0 out of 5 stars Mandatory reading for all my clients
Reviewed in the United States on March 18, 2015
Verified Purchase
I made the mistake of reading Zombie Loyalists book before bed. This was a mistake because, while it's a business book, it's actually quite funny.

Zombie Loyalists is a fun and engaging take on something everybody in business should want: fiercely loyal customers. After all, customers are everything. But in my experience, business owners are guilty of not knowing how to get customers and not knowing how to keep them. The advice in Zombie Loyalists will help you with both of these problems.

It's not enough to read Peter's book and hand it off to your customer service department or your Front of House staff. Building an army of Zombie Loyalists starts at the top. It starts with you. While you're devouring this book, take notes. Literally. Keep a notepad handy. By the time you're done, you will be able to turn your notes into a framework that will help you build your zombie army, and help you get your staff on board with this process.

I have made Zombie Loyalists mandatory reading for all of my consulting clients, and I'm already starting to see changes in their businesses. This book is a must read for anybody and everybody in business.
2 people found this helpful
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Meg Coldwells
5.0 out of 5 stars How is the Customer Service at your company? If your answer isn't OUTSTANDING, you need this book!
Reviewed in the United States on February 3, 2015
Verified Purchase
This book is a MUST READ for anyone in business. No matter what your position is, you can learn tons from this Marketing and PR genius. If your goal is to have the most loyal customers on the planet, you need to read Zombie Loyalists. First, ask yourself, what am I doing to make my current customers feel special? If nothing comes to mind, buy this book. As Peter Shankman says, "Imagine an ARMY of customers eager to do your PR, advertising and marketing without ever being asked, each and every time they give them your money?" Sweet, right? The best part of building your Zombie Loyalist following is you won't have to spend millions to do it. In fact, most of the time it costs you nothing. It is a fun, fast read with lots of true life stories on what companies have done right to gain Zombie Loyalists, and which companies blew it, and how they turned things around. (Some of them!) I highly recommend this new book by Mr. Shankman as well as his other three. Now go buy this book, you will love it.
3 people found this helpful
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Amazon Customer
4.0 out of 5 stars Read. React. Repeat.
Reviewed in the United States on May 1, 2015
Verified Purchase
Peter Shankman covers many great customer service related issues conducted by other companies and points out how this has created loyalty.

He is an interesting and informative writer. Good read for start ups and existing giants just the same, to get a better understanding of real customer service.

It gets you thinking about the bigger picture in relation to building a business. Bringing back the old addage which seems to have been forgotten, "the customer is always right".
One person found this helpful
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Douglas Yuen
5.0 out of 5 stars Even just a little effort in customer service can go a long way (and be extremely profitable too)
Reviewed in the United States on February 27, 2015
Verified Purchase
Peter shows us how so many companies manage to get it all wrong - while others, who put in even just a small amount of the right effort, manage to recruit die-hard customers for life that essentially sell for you. When you think about customer lifetime value, it seems so obvious. Yet, Peter reminds us that when you think about all the companies you interact with, we've gotten used to poor or nonexistent service.

As I read Zombie Loyalists, I started to think of tons of opportunities to outshine my competition with customer service. And not just with the end profit in mind - happy customers are much more pleasant to interact with! Each time I read another inspiring customer story, it pushed me to step up my game even more. Now I feel like I've got an arsenal of new improvements I can use to build my own horde of Zombie Loyalists!
One person found this helpful
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Top reviews from other countries

Abhijit Chowdhury
5.0 out of 5 stars Good read on Customer service
Reviewed in India on February 23, 2020
Verified Purchase
Excellent book. though we know many of the points mentioned in the book, it is good to have a refresher and see how small things make a big difference
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Brun
5.0 out of 5 stars Great book!
Reviewed in Canada on May 17, 2015
Verified Purchase
I read this book in three days and I already want to read it again. A must read for business owners! Thanks Peter Shankman for all these great tips!
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M. S. Catchick
4.0 out of 5 stars Four Stars
Reviewed in the United Kingdom on May 23, 2015
Verified Purchase
no review
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vijay Lohar
4.0 out of 5 stars Four Stars
Reviewed in India on July 8, 2017
Verified Purchase
not hardcover. bought for 140rs.
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