PART ONE CUSTOMER EXPERIENCE DEFINED CHAPTER 1 Lessons from Wrap Rage CHAPTER 2 Know Your Customer
PART TWO THE CASE FOR CUSTOMER EXPERIENCE CHAPTER 3 The Economic Calculus CHAPTER 4 The Competitive Bar
PART THREE STAGING A GREAT EXPERIENCE CHAPTER 5 Onstage and Backstage CHAPTER 6 The Choreography
PART FOUR THE 12 PRINCIPLES FOR CREATING LIFELONG FANS CHAPTER 7 Create Peaks and Avoid Valleys CHAPTER 8 Finish Strong CHAPTER 9 Make It Effortless CHAPTER 10 Keep It Simple CHAPTER 11 Stir Emotion CHAPTER 12 Give the Perception of Control CHAPTER 13 Be an Advocate CHAPTER 14 Create Relevance CHAPTER 15 Pay Attention to the Details CHAPTER 16 Personalize the Experience CHAPTER 17 Deliver Pleasant Surprises CHAPTER 18 Recover with Style
PART FIVE THE POWER OF THE PRINCIPLES CHAPTER 19 Great Performances CHAPTER 20 Start Impressing Want More?
Notes Index
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