The Celebrity Experience

The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business’s internal and external customer service to the level of star treatment. Based on the unique ways celebrities are treated, the book shares techniques you can use to treat your customers to a red-carpet experience, guaranteeing repeat business and stellar word of mouth. Applause.

Preface.

Chapter One. The Chicago Pizza Principle.

Chapter Two. Red Carpet Arrivals.

Chapter Three. Give ‘Em Their Chicken Soup.

Chapter Four. The Star of Your Show.

Chapter Five. Star Power.

Chapter Six. Are You Anybody?

Chapter Seven. The Celebrity Next Door.

Chapter Eight. Branding Ovations.

Chapter Nine. The Booger Principle.

Chapter Ten. Be an A List Customer.

Chapter Eleven. That's A Wrap.

Resources.

About the Author.

Second Wind Dreams.

The Celebrity Experience Hall of Fame.

Citations.

Donna Cutting speaks, consults, and writes on the topics of employee engagement and customer service. She spent almost two decades managing creative programs and leading employee morale initiatives in the healthcare field. A member of the National Speakers Association, she frequently delivers presentations to large corporate clients such as American Express Corporate Travel, GTE Federal Credit Union, the Society for Human Resource Management, and the American Hospital Association.

Imagine a world where red carpets were rolled out for you wherever you went and you were always greeted by name and with a smile. Imagine being admired and complimented by strangers on a daily basis. Imagine if those who did business with you always bent over backwards to cater to your personal desires and needs. If that sounds like a fantasyland, it is. And it's called Hollywood.

Every day, Hollywood's biggest superstars live out that fantasy, receiving red-carpet treatment virtually everywhere they go. But they aren't the only ones. More and more, companies are realizing that when they treat their customers like VIPs, those customers keep coming back and help spread the word.

For business owners, entrepreneurs, or anyone who works in a service industry, The Celebrity Experience shows how to turn customers into lifelong, adoring clients by delivering consistent red-carpet customer service. Based on hundreds of interviews with professionals who exclusively serve celebrity clients, author Donna Cutting shows you how to make every customer feel like a superstar.

Combining the best practices of the Hollywood celebrity scene with those of the business world, The Celebrity Experience presents simple, effective ways to:

• Make red-carpet first impressions on new customers

• Give them what they want and earn customers for life

• Generate buzz and positive word-of-mouth by delivering what you promise

• Improve your customer service performance by putting employees first

• Develop the creativity and flexibility to deliver on every customer request

• Succeed by putting your customers' interests ahead of your own

In addition to celebrity ideas you can implement in your business immediately, The Celebrity Experience also includes stories from celebrities themselves and real-world examplesof successful companies that go above and beyond to deliver impeccable service for their customers. Today, it's often customer service that separates good companies from great ones. The Celebrity Experience shows you how to put your business on the customer service A-list.

Praise for

The Celebrity Experience
—Bob Danzig, former CEO, Hearst Newspapers, and author, speaker, and professor

"You can't focus on the customer until you develop the right attitudes in your team. The Celebrity Experience is proof that you can treat your customers as stars and improve the bottom line."
—Howard D. Putnam, former CEO, Southwest Airlines, and author of The Winds of Turbulence

"The Celebrity Experience precisely and lightheartedly details the way we all would love to be treated. You may not always get celebrity treatment, but there is no longer any excuse for failing to provide such an experience for your customers. The great stories, targeted examples, and wise asides all combine for a good read."
—Stephen C. Lundin, author of the Fish! series of books and coauthor of Top Performer: A Bold Approach to Sales and Service

"Imagine a world where every customer receives nothing but red-carpet service. A fantasy? A pipe dream? Not anymore. In Cutting's wonderful new book, we learn how easy—and profitable—it is to create the celebrity experience for our customers. A worthwhile read that challenges assumptions, provides techniques, and inspires action, this may be the most beneficial book you read all year."—Phillip Van Hooser, author of Willie's Way: 6 Secrets for Wooing, Wowing, and Winning Customers and Their Loyalty

"Cutting's charming book is overflowing with practical ideas, delightful stories, and amazing examples of organizations that treat their customers—and their employees—like stars. I could hardly put it down! Not only does the celebrity experience create loyal customers, but it also makes workplaces lots more fun. Thank you, Donna, for helping us all look at service through Hollywood's eyes!"
—Barbara A. Glanz, professional speaker and author of CARE Packages for Your Customers and coauthor of The Simple Truths of Service as Inspired by Johnny the Bagger