About the Book
About the Author
Discover how brick-and-mortar brands create extraordinary experiences that keep drawing
customers into their stores.
How do some stores and restaurants break through the
clutter; compete with bigger, online competitors; and manage to grow and thrive
when so many others fail? They earn customer
love and loyalty by creatively designing and consistently delivering great retail
In her first bestselling book, What Great Brands Do (Jossey-Bass), brand expert Denise Lee Yohn
de-mystified the brand-building process and unlocked the seven keys to great
brand, including “great brands avoid selling products” and “great brands start
inside.’” Now she shows how business
leaders address the unique challenges and exploit the unique opportunities of
the physical retail world to build great brands.
Extraordinary retail and restaurant customer experiences
don't just happen; nor do they result only from excellent operations. They stem
from the strong cultural foundations, deliberate planning decisions, and
integrity in execution.
Denise Lee Yohn's Extraordinary
Experiences profiles seven popular, powerful brands, including:
-- it sustainably grows its membership and maintains one of the highest loyalty
rates in the country through an exclusive customer appeal
Louisiana Kitchen -- courageous company leaders fought back from near financial
bankruptcy and franchisee mutiny by choosing to cultivate a servant-leader
-- a small high-end appliance chain has transformed the process of shopping for
home fixtures from tedious and predictable to emotionally fulfilling
The case studies are relatable, accessible, and applicable
to all companies inside or out of the restaurant or retail industries. They show how to build a great brand whether an
organization is big or small, new or old, out-spent, under-resourced or facing
some other challenge.
Packed with compelling
stories and practical principles, Extraordinary
Experiences is the brand-building and retail customer experience bible on
every business leader's shelf.
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