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Magnetic Service

Chip R. Bell bilijack Bell

$39.99

Paperback

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English
Berrett Koehler
01 January 2018
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.""""
By:   ,
Imprint:   Berrett Koehler
Country of Publication:   United States
Edition:   2nd New edition
Dimensions:   Height: 211mm,  Width: 142mm,  Spine: 13mm
Weight:   270g
ISBN:   9781576753750
ISBN 10:   1576753751
Pages:   180
Publication Date:  
Audience:   Professional and scholarly ,  Undergraduate
Format:   Paperback
Publisher's Status:   Active
FOREWORD by Rich Teerlink, Retired Chairman & CEO, Harley-Davidson, Inc. WELCOME PREVIEW: You Don’t Know Jack . . . Or Do You? Part One The Secret Side Of Magnetic Service SECRET #1: Make Trust A Verb SECRET #2: Focus On Customer Hopes, Not Just Needs SECRET #3: Add “Charisma” To The Service Mix SECRET #4: Engage The Customer’s Curiosity SECRET #5: Give Customers An Occasional Miracle SECRET #6: Empower Customers Through Comfort SECRET #7: Reveal Your Character By Unveiling Your Courage Reflection: Assessing Your Magnetic Service Style Part Two: The Leadership Side of Magnetic Service CHAPTER 8: Trust Thrives When Leaders Lead Naturally CHAPTER 9: Hopes Spring Forth When Leaders Foster Revelation CHAPTER 10: Service Can Be Charismatic If Leaders Exhibit Boldness CHAPTER 11: Curiosity Lights Up When Leaders Learn Out Loud CHAPTER 12: Miracle Making Happens When Leaders Inspire Engagement CHAPTER 13: Customers Are Empowered When Leaders Promote Partnerships CHAPTER 14: Character Is Revealed If Leaders Have Soul FAREWELL Notes References Thanks! Index About the Authors

Chip R. Bell manages the Dallas office of Performance Research Associates, Inc. An internationally renowned keynote speaker, he is the author or coauthor of 15 books including Customer Love, Service Magic and Customers As Partners. Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta. His service articles have appeared in such publications as Realtor Magazine and Executive Excellence.

Reviews for Magnetic Service

Praise for Managers as Mentors; The book managers have been waiting for; a clear and practical guide to tapping the talent in their organizations. If you ever wondered what managers in 'learning organizations' are supposed to be doing, here's your answer. Praise for Managers as Mentors; The book managers have been waiting for; a clear and practical guide to tapping the talent in their organizations. If you ever wondered what managers in 'learning organizations' are supposed to be doing, here's your answer. Successful partnerships are not built on deals and contracts. They work because of the heart and soul of the relationships. Dance Lessons is a terrific instruction guide for making all your partnerships successful. --J. W. Marriott, Jr., Chairman and CEO, Marriott International, Inc. Winning football, a crowd-pleasing dance, and great partnerships share many of the same secrets. Dance Lessons is a must-read for anyone wanting a championship partnership. --Joe Theismann, former Quarterback for the Super Bowl Champion Washington Redskins Partnership! It's what makes marriages, friendships, and businesses work. Always has... always will. As long-time life and business partners, we found Dance Lessons confirming, compelling, and cutting edge. --Marjorie and Ken Blanchard, Co-Founders, Blanchard Training & Development Dance Lessons is a concise and practical guide to building personal and business relationships that are as fun and profitable as Rogers and Astaire. --Larry Wilson, Founder, Pecos River Learning, and author of Stop Selling, Start Partnering!


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