Get a taste of Denise’s books, What Great Brands Do, and Extraordinary Experiences, from these videos.

Preview of “Extraordinary Experiences” Introduction

Denise reads a brief excerpt from the introductory chapter of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how great brands earn customer love and loyalty by creatively designing and consistently delivering great experiences.

Preview of “Extraordinary Experiences” Chapter 1

Denise reads a brief excerpt from Chapter 1 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how Popeyes Louisiana Kitchen, a mid-sized fast-food chain, fought back from near financial bankruptcy and franchisee mutiny by applying the first brand-building principle, Great Brands Start Inside.

Preview of “Extraordinary Experiences” Chapter 3

Denise reads a brief excerpt from Chapter 3 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how Buffalo Wild Wings, a casual dining restaurant chain, chose a different strategy for competing in the recession and won, and get a preview of how Great Brands Ignore Trends.

Preview of “Extraordinary Experiences” Chapter 2

Denise reads a brief excerpt from Chapter 2 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn why Texas grocery store chain H-E-B has such an advantage over bigger, more aggressive competitors like Walmart and how Great Brands Avoid Selling Products.

Preview of “Extraordinary Experiences” Chapter 4

Denise reads a brief excerpt from Chapter 4 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how Costco exemplifies the brand-building principle that Great Brands Don’t Chase Customers. The warehouse club keeps its focus on its ideal member and refuses to chase customers who aren’t a good fit.

Preview of “Extraordinary Experiences” Chapter 5

Denise reads a brief excerpt from Chapter 3 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn about PIRCH, a small chain of luxury appliance stores and its customer experience philosophy that Great Brands Sweat the Small Stuff.

Preview of “Extraordinary Experiences” Chapter 5

Denise reads a brief excerpt from Chapter 3 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn about PIRCH, a high end appliance and fixtures retailer, and how it demonstrates that Great Brands Sweat the Small Stuff in the customer experience.

Preview of “Extraordinary Experiences” Chapter 4

Denise reads a brief excerpt from Chapter 4 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how Costco exemplifies the brand-building principle that Great Brands Don’t Chase Customers. The warehouse club keeps its focus on its ideal member and refuses to chase customers who aren’t a good fit.

Preview of “Extraordinary Experiences” Chapter 6

Denise reads a brief excerpt from Chapter 6 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how Jason’s Deli, a fast casual restaurant chain, does what great brands do: Great Brands Commit and Stay Committed.

Preview of “Extraordinary Experiences” Chapter 7

Denise reads a brief excerpt from Chapter 7 of her new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do. Learn how Sweetgreen, a small salad-based restaurant chain, makes a positive social change in the core of its business so like other great brands, it Never Has to “Give Back.”