Table of Contents
Foreword
Dr. Spencer Craig vii
Acknowledgments ix
Part I Preshow (Setting the Stage) 1
Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3
Chapter Two The “I. C.A.R.E.” Principles 8
Chapter Three Five Levels of the Experience: What Level Are You? 12
Part II Onstage (The Customer Interface) 23
Chapter Four Principle 1: Impression 25
Impression 1.1: Engage 30
Impression 1.2: Intentional 35
Impression 1.3: Senses 39
Impression 1.4: Emotion 45
Impression 1.5: Presentation 51
Impression 1.6: Professionalism 55
Impression 1.7: Pristine 60
Impression 1.8: Pride 65
Impression 1.9: Likeability 70
Impression 1.10: Consistency 75
Chapter Five Principle 2: Connection 78
Connection 2.1: Communication 82
Connection 2.2: Deliberate 86
Connection 2.3: Personalize 91
Connection 2.4: Affirmation 96
Connection 2.5: Knowledge 100
Connection 2.6: Interaction 104
Connection 2.7: Respect 108
Connection 2.8: Trust 111
Connection 2.9: Relationship 116
Connection 2.10: Finishing 120
Chapter Six Principle 3: Attitude 125
Attitude 3.1: Idealism 131
Attitude 3.2: Choice 135
Attitude 3.3: Desire 139
Attitude 3.4: Yes 144
Attitude 3.5: Happiness 148
Attitude 3.6: Optimism 152
Attitude 3.7: Expectations 157
Attitude 3.8: Persistence 161
Attitude 3.9: Ownership 166
Attitude 3.10: Illumination 171
Chapter Seven Principle 4: Response 176
Response 4.1: Detail 182
Response 4.2: Engagement 187
Response 4.3: Urgency 191
Response 4.4: Insight 195
Response 4.5: Empathy 198
Response 4.6: Process 202
Response 4.7: Adaptation 206
Response 4.8: Validation 212
Response 4.9: Anticipation 216
Response 4.10: Recovery 220
Part III Backstage (The Internal Interface) 225
Chapter Eight Principle 5: Exceptionals 227
Exceptionals 5.1: Culture 231
Exceptionals 5.2: Excellence 237
Exceptionals 5.3: Ethos 242
Exceptionals 5.4: Accountability 246
Exceptionals 5.5: Teaming 250
Exceptionals 5.6: Investment 256
Exceptionals 5.7: Training 260
Exceptionals 5.8: Development 266
Exceptionals 5.9: Extraordinary 271
Exceptionals 5.10: Enjoyment 277
Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, “I. C.A.R.E.”? 281
Index 287