Take Their Breath Away [electronic resource] : How Imaginative Service Creates Devoted Customers

ISBN:

9780470485316

Title:

Author:

Bell, Chip R.

Personal Author:

Bell, Chip R.

Publication Information:

Hoboken : John Wiley & Sons, Inc., 2009.

Physical Description:

1 online resource (307 p.)

General Note:

Description based upon print version of record.

Contents:

TAKE THEIR BREATH AWAY: HOW IMAGINATIVE SERVICE CREATES DEVOTED CUSTOMERS; Contents; Intoduction: A Call For Imaginative Service; HOW DID WE GET HERE?; THE FINANCIAL PAY OFF OF IMAGINATIVE SERVICE IN A TIGHT ECONOMY; HOW TO GET THE MOST FROM THIS BOOK; Part 1: Twelve Take-Their-Breath-Away Strategies; A HALF-DOZEN IMAGINATIVE SERVICE HORS d'OEUVRES; WALK ON THE INVENTIVE SIDE; 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 HonorChapter 12: Firefighter; Part 2: 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

Subject Term:

Customer services.

Added Author:

Patterson, John R.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2009

Publication Information:

Hoboken : John Wiley & Sons, Inc., 2009.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

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.

Author Notes

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

Part 1 A Call for Imaginative Service

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 2 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

Available:*

Bound With These Titles

On Order

Summary

Summary

Author Notes

Table of Contents