Magnetic Service: Secrets for Creating Passionately Devoted Customers
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...
Search in google:
Chip Bell has 20-plus years of experience as a business consultant, and has written 14 books on business-related topics; Bilijack Bell has seven years of experience in commercial real estate. This father-son author team examine the patterns and practices of successful companies—Universal Studies, Ritz-Carlton Hotels, the Mansion on Turtle Creek, Sewell Village Cadillac, Harley Davidson, Marriott, Merrill Lynch, Sears, American Honda, Victoria's Secret, and others—to identify seven key principles for creating customer devotion to a business. Annotation ©2003 Book News, Inc., Portland, OR
ForewordWelcomePreview: You Don't Know Jack...Or Do You?1Pt. 1The Secret Side of Magnetic Service7Secret #1Make Trust a Verb17Secret #2Focus on Customer Hopes, Not Just Needs28Secret #3Add "Charisma" to the Service Mix37Secret #4Engage the Customer's Curiosity47Secret #5Give Customers an Occasional Miracle56Secret #6Empower Customers Through Comfort65Secret #7Reveal Your Character by Unveiling Your Courage76Reflection: Assessing Your Magnetic Service Style85Pt. 2The Leadership Side of Magnetic Service89Ch. 8Trust Thrives When Leaders Lead Naturally95Ch. 9Hopes Spring Forth When Leaders Foster Revelation104Ch. 10Service Can Be Charismatic If Leaders Exhibit Boldness110Ch. 11Curiosity Lights Up When Leaders Learn Out Loud118Ch. 12Miracle Making Happens When Leaders Inspire Engagement126Ch. 13Customers Are Empowered When Leaders Promote Partnerships134Ch. 14Character Is Revealed If Leaders Have Soul141Farewell149Notes151References153Thanks!156Index158About the Authors167
