Bell / Patterson Take Their Breath Away

How Imaginative Service Creates Devoted Customers
1. Auflage 2009
ISBN: 978-0-470-48532-3
Verlag: John Wiley & Sons
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 240 Seiten, E-Book

Praise for Take Their Breath Away
"Are you bored? We're so spoiled that when something is merelygood enough, we just walk away. Chip and John explain that thesurefire method for growth and customer loyalty is simple: don't beboring."
--Seth Godin, author of Purple Cow andTribes
"Take Their Breath Away shows how legendary customerservice delivery can win and keep devoted customers for life. I LUVthis fantastic book."
--Colleen Barrett, President Emeritus, SouthwestAirlines Company
"No one knows more about creating profit through service thanChip and John. If you want to know the best way to do it, readTake Their Breath Away. The examples in this book willcertainly start your creative juices flowing and help yourorganization take your customers' breath away.
--Howard Beharformer, former president, StarbucksCoffee International.

Autoren/Hrsg.

Bell, Chip R.

Patterson, John R.

Inhaltsverzeichnis

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-AwayStrategy.
Chapter 16 Foresight: Unearthing Potential CustomerStressors.
Chapter 17 Green Light: Launch Lessons for Leaders.
Notes.
About the Authors.
Thanks!
Bibliography.
Index.

Über Autor(innen)

Chip R. Bell is founder and Senior Partner of The Chip BellGroup, a consulting firm that helps organizations createsustainable long-term customer devotion. He has served as aconsultant or trainer to such major brands as Ritz-Carlton, theUSAA, Hertz, Microsoft, and GE.
John R. Patterson is founder and President of ProgressiveInsights, a Chip Bell Group alliance partner. With more than twentyyears of leadership experience, his consultingpractice focuses onhelping organizations create and sustain incredible customerexperiences.