Description
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.
Table of 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.
