Magnetic Service: Secrets of Creating Passionately Devoted Customers
Editorial Reviews
Book Description
The ideal customer defends, champions, forgives, and commits to a company or brand for the long term - but how can a business create such long-lasting loyalty? Chip and Bilijack Bell explain how in Magnetic Service, based on examples of real companies who have done just that. Written in a lively, accessible style, the book shows that loyalty comes not from allegiance to a product but from compelling experiences. Using case studies, the authors explain the concept of "magnetic service" that turns casual customers into loyal and enduring fans. The book unlocks the seven secrets of this phenomenon, from "Focus on Customer Hopes, Not Just Needs" to "Add ‘Charisma' to the Mix" to "Empower Customers Through Comfort."
About the Author
Chip R. Bell is a senior partner with Performance Research Associates, Inc. and manages their Dallas, TX office. His consulting practice focuses on helping organizations build a culture that supports long-term customer devotion. Prior to starting a consulting firm in the late 1970s, he was Director of Management and Organization Development for NCNB, now Bank of America. Chip is the author or co-author of fourteen books including Customer Love: Attracting and Keeping Customers for Life, Customers As Partners: Building Relationships That Last, Managers As Mentors: Building Partnerships For Learning, Managing Knock Your Socks Off Service (with Ron Zemke), Dance Lessons: Six Steps to Great Partnerships in Business and Life (with Heather Shea-Schultz), and Beep-Beep: Competing in the Age of the Road Runner (with Oren Harari). Chip's work has been featured on CNBC, CNN, Bloomberg TV, NPR, Voice of America, and Reuters and in the Wall Street Journal, Fortune, USA Today, Entrepreneur Magazine, Inc. Magazine and Business Week. Additionally, he has authored over 200 articles and several major training films.
Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta. With seven years in commercial real estate, he has a solid reputation for highly creative approaches to client service. That reputation has earned him membership in both the prestigious President's Club and the Million Dollar Club. His service articles have appeared in such publications as Realtor Magazine, Staff Digest, and Midas Matters. Bilijack is a graduate of Elon College in Burlington, NC where he majored in history. He was a member of the 1989 U.S. Ambassador Soccer team and competed throughout Europe.
Magnetic Service: Secrets of Creating Passionately Devoted Customers
Magnetic Service: Secrets of Creating Passionately Devoted Customers,Chip R. Bell,Bilijack R. Bell,Berrett-Koehler Publishers,1576752364,Business & Economics,Business / Economics / Finance,Business/Economics,Consumer Behavior - General,Consumer satisfaction,Customer Service,Customer services,Management Science,Organizational Behavior
English Books:
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