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Full Description
A powerful and inventive guide to creating irrationally loyal customers There are a mountain of books about customer service, but very few as provocative and innovative as Take Their Breath Away. This practical book shows how to create and implement cutting-edge, inspiring concepts that raise the bar for the customer experience and help make the customer the central focus of the organization. This ingenious, real-world guide explores a variety of exciting, creative customer experience ideas using examples from remarkable customer-centric organizations. The key to a successful enterprise is value-added service, but the secret to great customer service is surprising customers with a value-unique experience. Take Their Breath Away provides ideas and insights for all who want to create a stunning, mind-blowing customer experience. This is not about "wow;" it's about "whoa!" Chip R. Bell (Dallas, TX) is founder and Senior Partner of The Chip Bell Group, a consulting firm that assists organizations in creating sustainable long-term customer devotion. He has served as a consultant or trainer to such major brands as Ritz-Carlton, Microsoft, and GE. John R.Patterson (Atlanta, GA) is founder and President of Progressive Insights, a Chip Bell Group alliance partner. With over 20 years of leadership experience, his consulting practice focuses on helping organizations create and sustain incredible customer experiences.
Contents
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.
