Magnetic Service: Secrets for Creating Passionately Devoted Customers

Overview

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 ...

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Magnetic Service: Secrets for Creating Passionately Devoted Customers (PagePerfect NOOK Book)

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Overview

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."

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Editorial Reviews

From the Publisher
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."
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Product Details

  • ISBN-13: 9781576752364
  • Publisher: Berrett-Koehler Publishers, Inc.
  • Publication date: 8/28/2003
  • Edition number: 1
  • Pages: 180
  • Product dimensions: 6.42 (w) x 9.51 (h) x 0.79 (d)

Meet the Author

Bell is a senior partner with Performance Research Associates and manages their Dallas, Texas office. Prior to starting a consulting firm in the late 1970s, he was Vice President and Director of Management and Organization Development for NCNB.

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Table of Contents

Foreword
Welcome
Preview: You Don't Know Jack...Or Do You? 1
Pt. 1 The Secret Side of Magnetic Service 7
Secret #1 Make Trust a Verb 17
Secret #2 Focus on Customer Hopes, Not Just Needs 28
Secret #3 Add "Charisma" to the Service Mix 37
Secret #4 Engage the Customer's Curiosity 47
Secret #5 Give Customers an Occasional Miracle 56
Secret #6 Empower Customers Through Comfort 65
Secret #7 Reveal Your Character by Unveiling Your Courage 76
Reflection: Assessing Your Magnetic Service Style 85
Pt. 2 The Leadership Side of Magnetic Service 89
Ch. 8 Trust Thrives When Leaders Lead Naturally 95
Ch. 9 Hopes Spring Forth When Leaders Foster Revelation 104
Ch. 10 Service Can Be Charismatic If Leaders Exhibit Boldness 110
Ch. 11 Curiosity Lights Up When Leaders Learn Out Loud 118
Ch. 12 Miracle Making Happens When Leaders Inspire Engagement 126
Ch. 13 Customers Are Empowered When Leaders Promote Partnerships 134
Ch. 14 Character Is Revealed If Leaders Have Soul 141
Farewell 149
Notes 151
References 153
Thanks! 156
Index 158
About the Authors 167
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