Take Their Breath Away. How Imaginative Service Creates Devoted Customers

  • ID: 2216993
  • Book
  • 304 Pages
  • John Wiley and Sons Ltd
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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.

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Introduction 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.


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.


About the Authors.




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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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