Take Their Breath Away: How Imaginative Service Creates Devoted Customers
"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
—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.
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-Away Strategy.
Chapter 16 Foresight: Unearthing Potential Customer Stressors.
Chapter 17 Green Light: Launch Lessons for Leaders.
About the Authors.
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.