Take Their Breath Away: How Imaginative Service Creates Devoted Customers [NOOK Book]

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Overview

"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
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Take Their Breath Away: How Imaginative Service Creates Devoted Customers

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More About This Book

Overview

"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!"
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Product Details

  • ISBN-13: 9780470485323
  • Publisher: Wiley, John & Sons, Incorporated
  • Publication date: 4/29/2009
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 240
  • Sales rank: 732,167
  • File size: 2 MB

Meet the Author

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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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.

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Sort by: Showing 1 – 10 of 7 Customer Reviews

  • Posted May 8, 2009

    a great read

    I usually loan my books out to friends, but this one will stay on my desk for a while--I keep going back to the many real-world, attainable examples of service that keeps customers as the focus. There's no better time to think creatively about how we should deliver service--and Chip and John are the masters!

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  • Posted May 5, 2009

    Worth Reading!

    I don't have a lot of extra time to read so when I do take the time to read a book about customer service I want it to be really worth my time. This book met that criterion. I got many ideas I can use today to impress my customers as well as learned many creative strategies that will lead to even greater customer devotion. A great read!

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  • Posted May 4, 2009

    Imaginative, Timely, and Real World Solutions (Plus it is Insightful)

    Chip and John have done it again AND in a way that is completely fresh and novel. The book caused me to consider service in ORIGINAL ways; I have new sets of approaches that will generate long-term payoffs. What the authors may not realize it Take Their Breath Away extends beyond service issues -- it's packed with terrific insight on organization design, people development, and teamwork. The book is also creating huge interest and buzz among my colleagues. If you're concerned with taking the game in your organization to the next level, and creating devoted customers through imaginative service, purchase this book. I suspect it will be one of the most well-worn companions on your bookshelf and one book that you will consistently recommend to others.

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