Take Their Breath Away: How Imaginative Service Creates Devoted Customers | by Chip R. Bell and John R. Patterson | 2009 | ISBN: 9780470443507. Customer Service Excellence. Service Recovery Principles. From Service Strategy to Service Vision.

Take Their Breath Away: How Imaginative Service Creates Devoted Customers

by Chip R. Bell and John R. Patterson
2009 (304 pages)
ISBN:9780470443507

Offering the inspiration, strategies, and creative ideas to enchant, surprise, and treat your customers to more than just an encounter, this book shows how the best brands create unique, customer-endearing practices that lead to irrational loyalty.

Get this Book by clicking below:

Take Their Breath Away—How Imaginative Service Creates Devoted Customers







Introduction
Overview
How Did We Get Here?
The Financial Payoff of Imaginative Service in a Tight Economy
How to Get the Most from This Book
Notes

Part One – Twelve Take-Their-Breath-Away Strategies
Chapter 1 – Animation
Overview
The Spirit of Animation
Attitude
Comfort
Personal
Respect
Sparkly
Notes

Chapter 2 – Reinvention
Overview
The Requirement for Creativity
Juicers
Service Done Slower
Service Done Remotely
Service Done with a Helper
Service Done Backward
Unconventional Perspective
Wacky
Notes

Chapter 3 – Decoration
Overview
Decoration Basics
Theme
The Scoop on Theme
Putting Theme into Action
Sense
Simple Sense
Comfort
Function
Notes

Chapter 4 – Camouflage
Overview
Behind the Magic
Invisibility
Process # 1: Shopping carts should appear to always be available
Process # 2: Produce is always in stock
Process #3: Imperfections are never noticed
Process #4: Parking is a breeze
Process #5: Wait time in checkout line
Transference
Clairvoyance
Mystery
Notes

Chapter 5 – Concierge
Overview
The Heart of Concierge Service
Details
Extras
Mentor
Know Me
Thanks
Notes

Chapter 6 – Partnership
Overview
Principles of Partnership
Inclusion
Generosity
Trust
Wide Awake
Bone Honesty
Notes

Chapter 7 – Cult-Like
Overview
The Principles of Cult-Like
Network
Identity
Daring
Secret
Character
Notes

Chapter 8 – Luxury
Overview
Understanding the Luxury-Seeking Customer
The Protocols of Luxury Service
Luxury Service is Authentic and Symmetrical
Luxury Service is Magical and Subtle
Luxury Service Educates to Invite Experimentation
Luxury Service Elevates and Enriches
Luxury Service is a Unique Sensory Experience
Luxury Service is the Pinnacle of Comfort
Elegance with All the Arrogance Removed
Notes

Chapter 9 – Air
Overview
The Management of Service Air
Air-Plain
Air Apparent
Air Show
Notes

Chapter 10 – Air Defense
Overview
Protecting Service Air
Assessing Air Defense
Managing Air Defense
Anxiety Monitor
Fear Screen
Customer Sounding Board
Complaint Forensics
Notes

Chapter 11 – Scout’s Honor
Overview
Understanding the Customer Trust Gap
Taking the Angst Out of Customer Hopes
Caring Actions
Competence
Core Protection
Constraint-Free Execution
Consistency
Putting the “Us” Back in Trust
Notes

Chapter 12 – Firefighter
Overview
How Customers View Service Recovery
Service Recovery Principles
Tactics of a Firefighter Strategy
Partnering
Connectivity
Problem-Solving Prowess
Recovery Legends
Recovery Training
Responsible Freedom
Metrics and Mapping
Notes

Part Two – The Take-Their-Breath-Away Execution Plan
Chapter 13 – Insight
Overview
Capturing Intelligence in the Field
Scout Reports
Establishing Boards of Customers
Town Halls Squared
Dear Company
Customer Input Contest
Big Deal Meetings with a Customer Agenda
Customer Advisory Teams
Customer Weatherperson
Multichannel Response Systems
Notes

Chapter 14 – Oversight
Overview
Strengths
Weaknesses
Opportunities
Threats
Forgotten Voices
Air Filter
Important Voices
Beyond Setting Target Dates
Notes

Chapter 15 – Spotlight
Overview
Choosing a Service Level
Competitive Analysis of the Take-Their-Breath-Away Strategies
From Service Strategy to Service Vision
Pulling It All Together: A Case Example
Notes

Chapter 16 – Foresight
Overview
Treasure Fault #1: Competing Priorities
Treasure Fault #2: Processes That Don’t Play Well … Together
Treasure Fault #3: No Sustainability Plan
Treasure Fault #4: “We’ve Always Done It That Way”
Treasure Fault #5: Uncommitted People, Especially Leaders
Treasure Fault #6: Out-of-Sync Performance Management
Treasure Fault #7: Inadequate Competence
Notes

Chapter 17 – Green Light
Overview
Trumpet
Exhibit
Energize
Harmonize
Sponsor
Rainbows Every Day
Notes

Thanks!
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  • Profit from the Peak: The End of Oil and the Greatest Investment Event of the Century | by Brian Hicks and Chris Nelder | ISBN: 9780470127360. Investing in Renewables Energy. Energy Return on Investment. Solar Technologies Investment Opportunities. Carbon Taxes and Cap-and-Trade Systems
  • Understand CHIEF OPERATIONS OFFICER's Key ROLES AND RESPONSIBILITIES
  • How to Differentiate your Brand in Commodity Markets. Create Unique Selling Proposition that differentiate your Brand in Marketplace.
  • Five Characteristics of Good Training. Improve Workplace Performance with Business Goals Alignment.
  • BUSINESS MODEL OF THE FIRM. Four types of business model change strategies. Nine basic business model building blocks.
  • 5 Legal Elements of Fraud. How Fraud investigators look for evidence of intent to defraud.
  • Accounting Policy and Procedure for Sales Compensation - Expense, Accrual, Reconciliation - Part 1
  • Handbook of Silicon Wafer Cleaning Technology, Second Edition | by Karen Reinhardt and Werner Haber (eds) | ISBN:9780815515548. Materials Science and Process Technology. Semiconductor and Microelectronics Industries Guide. Aqueous Cleaning Equipment.
  • Fundamentals of Momentum, Heat, and Mass Transfer, Fourth Edition | by James R. Welty et al. | ISBN: 9780471381495. Radiation Heat Transfer. Turbulence on Momentum Transfer. Convective Heat Transfer. HEAT EXCHANGER ANALYSIS AND DESIGN
  • Fundamentals of Electromagnetics with MATLAB, Second Edition | by Karl E. Lonngren, Sava V. Savov and Randy J. Jost | ISBN: 9781891121586. Physics Books. Antenna Arrays. MATLAB Tutorial. Electromagnetic Wave Propagation. Electrostatic Fields. Magnetostatic Fields.
  • Questionnaire Design: How to Plan, Structure and Write Survey Material for Effective Market Research, Second Edition | by Ian Brace | ISBN: 9780749450281. E-Marketing Research Books. Online Survey Design. RECRUITMENT Survey QUESTIONNAIRES. CUSTOMER SATISFACTION RESEARCH
  • RFID Books. RFID Design Principles | by Harvey Lehpamer | 2008 | ISBN: 9781596931947. Microwave Library. Radio Frequency Identification. Short-Range Communications Systems. RFID Security and Privacy

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• This Month's Popular Posts

  • Different Types of Risk. Operational Risk. Strategic Business Risk. Reputational Risk.
  • 5 Legal Elements of Fraud. How Fraud investigators look for evidence of intent to defraud.
  • Common Types of Operational Risk. Internal fraud.External fraud.Legal and liability losses.Noncompliance with regulations.System failures.Inappropriate business practice.
  • ERP Books. SAP MM Questions and Answers | by Kogent Learning Solutions, Inc. | 2010 | ISBN: 9780763781446. SAP Materials Management. Materials Requirement Planning. mySAP ERP Applications. Inventory Management. Procurement and Purchasing Management.
  • BUSINESS MODEL OF THE FIRM. Four types of business model change strategies. Nine basic business model building blocks.
  • Understand CHIEF OPERATIONS OFFICER's Key ROLES AND RESPONSIBILITIES
  • Enterprise Resource Planning Books. SAP SD Questions and Answers | by Kogent Learning Solutions, Inc. | 2010 | ISBN: 9780763781989. Sales and Distribution (SD) Module in an ERP System
  • Five Characteristics of Good Training. Improve Workplace Performance with Business Goals Alignment.
  • Questionnaire Design: How to Plan, Structure and Write Survey Material for Effective Market Research, Second Edition | by Ian Brace | ISBN: 9780749450281. E-Marketing Research Books. Online Survey Design. RECRUITMENT Survey QUESTIONNAIRES. CUSTOMER SATISFACTION RESEARCH
  • Fraud Risk Assessment: Building a Fraud Audit Program | by Leonard W. Vona | ISBN: 9780470129456. Fraud Management Books. Payroll Fraud Schemes. Fraud Risk Control Strategy. Sample Fraud Audit Report. Travel Expense Concealment Strategies. Fraud in Expenditure. Contract Fraud Audit Plan
  • 8 Sales Forecasting Techniques.Marketing models.Statistical demand analysis.Subjective methods of forecasting.Derived demand.Smoothing.Decomposition analysis.
  • Project Scheduling and Cost Control: Planning, Monitoring and Controlling the Baseline | by James C. Taylor | ISBN: 9781932159110. Project Managemet Books. Project Tools and Templates. TECHNIQUES FOR COMPRESSING THE SCHEDULE AND LEVELING RESOURCES. PROJECT RESOURCE PLANNING
  • Fundamentals of Modern VLSI Devices, Second edition | by Yuan Taur and Tak H. Ning | 2009 | ISBN: 9780521832946. Basic Device Physics. MOSFET Devices Design. CMOS Device Design. Bipolar Devices Design. Nonvolatile Memory Design. Silicon-on-Insulator Devices. VLSI Device Technology
  • Materials Selection in Mechanical Design, Third Edition | by Michael F. Ashby | ISBN: 9780750661683. Materials Science Books. Engineering Materials. Material Property Charts. Designing Hybrid Materials
  • E-Banking Management: Issues, Solutions, and Strategies | by Mahmood Shah and Steve Clarke (eds) | 2009 | ISBN: 9781605662527. E-Banking Technologies. E-Banking Project Management. Delivery of Retail Banking Services. TOOLS FOR MANAGING E-BANKING
  • Strategic Information Management: Challenges and Strategies in Managing Information Systems, Third Edition | by Robert D. Galliers and Dorothy E. Leidner (eds) | ISBN: 9780750656191. Strategic Information Systems. Information Systems Planning Process. Information Systems–Business Strategy Alignment
  • Aligning Human Resources and Business Strategy | by Linda Holbeche | ISBN: 9780750653626. HR Books. Strategic HRM. Holistic HR Frameworks. Strategic Recruitment. Strategies for Developing People. High Performance HR Work Practices.
  • Quality Management Essentials. Key Concepts, Pros and Cons of Total Quality Management (TQM)
  • Naval Engineering Books. Marine Engineering | by Roy L. Harrington (ed) | ISBN: 9780939773107. Marine Engineering Books. Naval Architecture and Marine Engineering. Ship Design Process. Ship Propulsion System. Marine Steam Generators. Diesel and Gas Turbine Engines.
  • Fundamentals of Momentum, Heat, and Mass Transfer, Fourth Edition | by James R. Welty et al. | ISBN: 9780471381495. Radiation Heat Transfer. Turbulence on Momentum Transfer. Convective Heat Transfer. HEAT EXCHANGER ANALYSIS AND DESIGN