Winner of the 2004 Publishers Marketing Association Benjamin Franklin Award for Best Business Book By the bestselling author of Managers As Mentors-over 100,000 copies sold Reveals the seven "magnetic service" secrets that work for cult-like brands such as Starbucks, Harley-Davidson, and Ritz-Carlton Provides tools, techniques, and tips for fostering customer devotion Magnetic Service provides a provocative yet practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion. Devoted customers not only forgive you when you err but actually help you correct what caused the mistake. They don't just recommend you; they assertively insist that their friends do business with you. Authors Chip and Bilijack Bell made an intensive study of companies that inspire this kind of cult-like devotion-companies as diverse as Starbucks, Jack Daniels, Ritz-Carlton Hotels, GE, eBay, Chick-fil-A, Harley-Davidson, and many others. They found that these companies created customer experiences so captivating that they bound their customers to them-they provided "magnetic service." Chip and Bilijack identify the seven secrets of magnetic service, and use dozens of real-life examples to illustrate the secrets in action. And they show precisely what leaders can do to create a culture of magnetic service in any unit or organization.
Cultivating and keeping customers long - term should be a primary goal of any company, but binding customers to a brand can be challenging at best. This is where magnetic service comes in. In this inspiring book, authors Chip and Bilijack Bell show how any business can create a cult - like following of customers who don't just forgive them w...
Cultivating and keeping customers long - term should be a primary goal of any company, but binding customers to a brand can be challenging at best. This is where magnetic service comes in. In this inspiring book, authors Chip and Bilijack Bell show how any business can create a cult - like following of customers who don't just forgive them w...
Winner of the 2004 Publishers Marketing Association Benjamin Franklin Award for Best Business Book By the bestselling author of Managers As Mentors-over 100,000 copies sold Reveals the seven "magnetic service" secrets that work for cult-like brands such as Starbucks, Harley-Davidson, and Ritz-Carlton Provides tools, techniques, and tips for fostering customer devotion Magnetic Service provides a provocative yet practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion. Devoted customers not only forgive you when you err but actually help you correct what caused the mistake. They don't just recommend you; they assertively insist that their friends do business with you. Authors Chip and Bilijack Bell made an intensive study of companies that inspire this kind of cult-like devotion-companies as diverse as Starbucks, Jack Daniels, Ritz-Carlton Hotels, GE, eBay, Chick-fil-A, Harley-Davidson, and many others. They found that these companies created customer experiences so captivating that they bound their customers to them-they provided "magnetic service." Chip and Bilijack identify the seven secrets of magnetic service, and use dozens of real-life examples to illustrate the secrets in action. And they show precisely what leaders can do to create a culture of magnetic service in any unit or organization.
Partnerships are fast becoming the primary structure of contemporary business, as organizations partner with vendors, unions, customers, and even competitors to take advantage of short-term market opportunities, leverage intellectual capital, and create more flexible and innovative enterprises. Even more important are our everyday partnerships—with the person in the cubicle down the aisle, the department down the hall, or the supplier across town. In this important guide, authors Chip Bell and Heather Shea tell you how to create and maintain truly great partnerships. Using examples drawn from the world of business and the world of dance to illustrate the principles and practices of great partnering, they lead you step-by-step from deciding if partnership is right for you to celebrating the end of a successful partnership. Dance Lessons is the first book to fully explore the interpersonal side of partnerships, which is more often than not what causes partnerships to falter or fail—or to flourish and excel. It is a wise yet practical guide to the inner workings of great partnerships, revealing exactly how the champions choreograph their partnership dances for consistently great performances.
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