Extraordinary Experiences
What Great Retail and Restaurant Brands Do
Available as an e-book through Amazon.
Extraordinary Experiences
Are you ready to discover
what great retail and restaurant brands do?
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 customer experiences. Compelling stories and practical principles make Extraordinary Experiences required reading for all business leaders who want a great brand. Brand expert Denise Lee Yohn has uncovered how brick-and-mortar brands create extraordinary experiences that keep drawing customers into their stores.
What’s new in Extraordinary Experiences?
In her first bestselling book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest (#WGBD), Denise de-mystified the brand-building process and unlocked the seven keys to a great brand, including “great brands avoid selling products” and “great brands start inside.” Here she shows how business leaders address the unique challenges and exploit the unique opportunities of the physical retail world to build great brands.
Extraordinary Experiences profiles popular, powerful 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. In Extraordinary Experiences, Denise examines brands including:
- Costco — it sustainably grows its membership and maintains one of the highest loyalty rates in the country through an exclusive customer appeal
- Popeyes Louisiana Kitchen — courageous company leaders fought back from near financial bankruptcy and franchisee mutiny by choosing to cultivate a servant-leader culture
- PIRCH — 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.
Preview of “Extraordinary Experiences” Introduction
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 2
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 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
Preview of “Extraordinary Experiences” Chapter 6
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.”
Raves about Extraordinary Experiences
How a company decides to behave becomes how that brand shows up in the marketplace. In this book, Denise Lee Yohn enlightens the reader with an essential map for how to become a brand that earns the right to customer-driven growth.
Jeanne Bliss
President, CustomerBliss; Author, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
I love good information backed up with real life case studies. Denise Lee Yohn’s gift of storytelling and insightful analysis make Extraordinary Experiences an inspiring and immediately actionable read.
Shep Hyken
Customer service expert and New York Times bestselling author of The Amazement Revolution
If you want a shortcut in your goal to improve customer loyalty, start with Denise Lee Yohn. What Great Brands Do is a practical guide to providing an exceptional brand experience. In Extraordinary Experiences, Denise builds on her earlier work, sharing strategies and actions for creating a cherished brand.
Skip Pritchard
President & CEO, OCLC, Leadership Insights blogger at skipprichard.com
Denise has done it again! Extraordinary Experiences is a deep dive into how some of today’s truly great companies are building their brands to better engage customers while improving their bottom lines, and how any business owner or marketing executive can do the same. Chock-full of powerful insights and information you won’t find anywhere else, Extraordinary Experiences is an essential addition to your brand-building toolbox.
Peter Economy
The Leadership Guy on INC.COM
Denise Lee Yohn’s Extraordinary Experiences should be required reading for all CEOs. It sheds new light on how to achieve the kind of brand leadership that everyone — from customers to employees to investors — wants a piece of.
Ted Coiné
CMO of Meddle.it and author of A World Gone Social: How Companies Must Adapt to Survive
Timely and chock full of relevant examples, Extraordinary Experiences is a must-read for anyone who wants to use first-class customer experience as a competitive differentiator. Highly recommended!
Jay Baer
digital marketing keynote speaker and emcee, Author of New York Times best seller Youtility, and President of marketing consultancy Convince & Convert
Engaging and informative, this succinct book sheds important insight on the operational value of a company’s brand and shows how it can take an organization from good to great.
Publishers Weekly
The “very interesting” book shows how “stores use every touchpoint to build customer loyalty and life time value.”
Jason Goldberg
SVP, Commerce & Content at Razorfish, and Co-Host of the Jason & Scot Show