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.
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.
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.