Zombie Loyalists audiobook cover - Using Great Customer Service To Create Rabid Fans

Zombie Loyalists

Using Great Customer Service To Create Rabid Fans

Peter Shankman

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Marketing & Sales

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Zombie Loyalists
The Concept of Zombie Loyalists+
Empowering Internal Culture+
Creating the First Loyalists+
Growing the Army+
Leveraging Social Media+
Handling Mistakes+
Tracking Service Quality+

Quiz — Test Your Understanding

Question 1 of 7
What defines a 'Zombie Loyalist' according to the book?
  • A. A customer who buys products strictly out of habit rather than brand preference.
  • B. A passionate customer who actively supports the company, promotes it to friends, and refuses competitors.
  • C. A consumer who is easily manipulated by traditional marketing and glossy advertisements.
  • D. A shopper who only purchases from a company when offered significant discounts or free items.
Question 2 of 7
According to the author, what is a common hindrance to providing great customer service?
  • A. Employees caring too much and stepping outside of their official job descriptions.
  • B. Overspending on customer perks and spontaneous favors.
  • C. Convoluted communication processes and a less-than-welcoming company culture.
  • D. A lack of high-quality products to match the marketing claims.
Question 3 of 7
How does the author suggest a company should attempt to attract its very first Zombie Loyalist?
  • A. By launching a massive, multi-platform social media marketing campaign.
  • B. By significantly lowering prices to undercut all local competitors.
  • C. By requiring customers to sign up for a long-term loyalty rewards program.
  • D. By leveraging the power of surprise through simple, random acts of kindness.
Question 4 of 7
How should a business handle a customer who comes to them urgently seeking a solution to a stressful problem?
  • A. Direct them to the corporate website so they can file a formal complaint.
  • B. Provide simple and speedy solutions to show that their problems matter.
  • C. Offer them a small discount on their next purchase to calm them down.
  • D. Remind them of the store's strict operating hours to manage their expectations.
Question 5 of 7
What is the author's recommended approach to using social media for customer service?
  • A. Avoid it as much as possible, as it is primarily a breeding ground for bad reviews and complaints.
  • B. Treat it as a tool to appreciate positive shout-outs and give customers shareable moments.
  • C. Use it exclusively to post professional advertisements about new products.
  • D. Automate all responses so that every customer receives the exact same thank-you message.
Question 6 of 7
How do Zombie Loyalists typically react when a company they love makes a mistake?
  • A. They will be forgiving as long as the company acknowledges the mistake and actively improves.
  • B. They will immediately switch to a competitor without giving the company a second chance.
  • C. They will publicly shame the company on social media to warn other customers.
  • D. They are completely 'brainless' and will ignore any decline in service quality.
Question 7 of 7
What actionable advice does the author give to ensure a company's service quality remains top-notch?
  • A. Hire a third-party consulting firm to restructure the customer service department annually.
  • B. Monitor employee social media accounts to ensure they are heavily promoting the brand.
  • C. Have managers test the service quality once a month and actively ask customers for feedback.
  • D. Rely solely on online reviews to gauge customer satisfaction and ignore in-person feedback.

Zombie Loyalists — Full Chapter Overview

Zombie Loyalists Summary & Overview

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.

Who Should Listen to 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

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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