Praise for Take Their Breath Away
‘Are you bored? We’re so spoiled that when something is merely
good enough, we just walk away. Chip and John explain that the
surefire method for growth and customer loyalty is simple: don’t be
boring.’
—Seth Godin, author of Purple Cow and
Tribes
‘Take Their Breath Away shows how legendary customer
service delivery can win and keep devoted customers for life. I LUV
this fantastic book.’
—Colleen Barrett, President Emeritus, Southwest
Airlines Company
‘No one knows more about creating profit through service than
Chip and John. If you want to know the best way to do it, read
Take Their Breath Away. The examples in this book will
certainly start your creative juices flowing and help your
organization take your customers’ breath away.
—Howard Beharformer, former president, Starbucks
Coffee International.
Содержание
Introduction A Call for Imaginative Service.
PART ONE TWELVE TAKE-THEIR-BREATH-AWAY STRATEGIES.
Chapter 1 Animation.
Chapter 2 Reinvention.
Chapter 3 Decoration.
Chapter 4 Camouflage.
Chapter 5 Concierge.
Chapter 6 Partnership.
Chapter 7 Cult-Like.
Chapter 8 Luxury.
Chapter 9 Air.
Chapter 10 Air Defense.
Chapter 11 Scout’s Honor.
Chapter 12 Firefighter.
PART TWO THE TAKE-THEIR-BREATH-AWAY EXECUTION PLAN.
Chapter 13 Insight: Understanding Your Customer.
Chapter 14 Oversight: Assessing Your Launch Pad.
Chapter 15 Spotlight: Choosing a Take-Their-Breath-Away
Strategy.
Chapter 16 Foresight: Unearthing Potential Customer
Stressors.
Chapter 17 Green Light: Launch Lessons for Leaders.
Notes.
About the Authors.
Thanks!
Bibliography.
Index.
Об авторе
Chip R. Bell is founder and Senior Partner of The Chip Bell
Group, a consulting firm that helps organizations create
sustainable long-term customer devotion. He has served as a
consultant or trainer to such major brands as Ritz-Carlton, the
USAA, Hertz, Microsoft, and GE.
John R. Patterson is founder and President of Progressive
Insights, a Chip Bell Group alliance partner. With more than twenty
years of leadership experience, his consultingpractice focuses on
helping organizations create and sustain incredible customer
experiences.
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