Chip Mackenzie's Books

Inside Your Customer's Imagination

5 Secrets for Creating Breakthrough Products, Services, and Solutions

By: Chip R. Bell

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Inside Your Customer's Imagination

5 Secrets for Creating Breakthrough Products, Services, and Solutions

By: Chip R. Bell

“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.

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Page Count

241

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1523090219

ISBN 13

9781523090211

Magnetic Service

The Secrets of Creating Passionately Devoted Customers

By: Chip Bell,Bilijack Bell

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Magnetic Service

The Secrets of Creating Passionately Devoted Customers

By: Chip Bell,Bilijack Bell

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.

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Page Count

189

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1605096423

ISBN 13

9781605096421

Magnetic Service

Secrets for Creating Passionately Devoted Customers

By: Bilijack Bell,Chip Bell

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Magnetic Service

Secrets for Creating Passionately Devoted Customers

By: Bilijack Bell,Chip Bell

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...

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Page Count

286

Publisher

ReadHowYouWant.com

Published Date

ISBN 10

1459626230

ISBN 13

9781459626232

The Complete Walker IV

By: Colin Fletcher,Chip Rawlins

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The Complete Walker IV

By: Colin Fletcher,Chip Rawlins

For the first time since 1984, we have a new edition of the classic book that Field & Stream called “the Hiker’s Bible.” For this version, the celebrated writer and hiker Colin Fletcher has taken on a coauthor, Chip Rawlins, himself an avid outdoorsman and a poet from Wyoming. Together, they have made this fourth edition of The Complete Walker the most informative, entertaining, and thorough version yet. The eighteen years since the publication of The Complete Walker III have seen revolutionary changes in hiking and camping equipment: developments in waterproofing technology, smaller and more durable stoves, lighter boots, more manageable tents, and a wider array of food options. The equipment recommendations are therefore not merely revised and tweaked, but completely revamped. During these two decades we have also seen a deepening of environmental consciousness. Not only has backpacking become more popular, but a whole ethic of responsible outdoorsmanship has emerged. In this book the authors confidently lead us through these technological, ethical, and spiritual changes. Fletcher and Rawlins’s thorough appraisal and recommendation of equipment begins with a “Ground Plan,” a discussion of general hiking preparedness. How much to bring? What are the ideal clothes, food, boots, and tents for your trip? They evaluate each of these variables in detail—including open, honest critiques and endorsements of brand-name equipment. Their equipment searches are exhaustive; they talk in detail about everything from socks to freeze-dried trail curries. They end as they began, with a philosophical and literary disquisition on the reasons to walk, capped off with a delightful collection of quotes about walking and the outdoor life. After a thoughtful and painstaking analysis of hiking gear from hats to boots, from longjohns to tent flaps, they remind us that ultimately hiking is about the experience of being outdoors and seeing the green world anew. Like its predecessors, The Complete Walker IV is an essential purchase for anyone captivated by the outdoor life.

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Page Count

947

Publisher

Knopf

Published Date

ISBN 10

1101947764

ISBN 13

9781101947760

True Prep

It's a Whole New Old World

By: Lisa Birnbach,Chip Kidd

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True Prep

It's a Whole New Old World

By: Lisa Birnbach,Chip Kidd

From Lisa Birnbach, the author of The Official Preppy Handbook, comes True Prep, which looks at how the old guard of natural-fiber-loving, dog-worshipping, G&T-soaked preppies adapts to the new order of the Internet, cell phones, rehab, political correctness, reality TV, and . . . polar fleece.

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Page Count

258

Publisher

Knopf

Published Date

ISBN 10

0307594211

ISBN 13

9780307594211

Ethics in Action

Case Studies in Archaeological Dilemmas

By: Chip Colwell-Chanthaphonh,Julie Hollowell,Dru McGill

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Ethics in Action

Case Studies in Archaeological Dilemmas

By: Chip Colwell-Chanthaphonh,Julie Hollowell,Dru McGill

Based on the Society for American Archaeology’s Annual Ethics Bowl, this SAA Press book is centered on a series of hypothetical case studies that challenge the reader to think through the complexities of archaeological ethics. The volume will benefit undergraduate and graduate students who can either use these cases as a classroom activity or as preparation for the Ethics Bowl, as well as those who are seeking to better understand the ethical predicaments that face the discipline.

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Page Count

233

Publisher

University Press of Colorado

Published Date

ISBN 10

164642557X

ISBN 13

9781646425570

Retail Truths

The Unconventional Wisdom of Retailing

By: Chip Averwater

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Retail Truths

The Unconventional Wisdom of Retailing

By: Chip Averwater

In this compendium of street-smart retailing insights and acumen, Averwater shares 427 lessons taught only on the front line of retailing.

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Page Count

398

Publisher

Chip Averwater

Published Date

ISBN 10

0983979073

ISBN 13

9780983979074

A School of London

A Trilogy

By: Chip Martin

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A School of London

A Trilogy

By: Chip Martin

American abroad, glow of Europe at a distance, London in the foreground, a background of not quite settled Englishness - it is a mix as familiar as a scenario by Henry James, or a pop song from an unforgotten yesterday. In this triptych of the closing years of the 20th century, a world of bohemianism comes to life again, its dreams of glory, its subtle conflicts, its disintegrating passions, heedless ambitions and slouching towards evanescent spirituality.'The story is never straight reportage. The atmosphere is heightened, at times almost fantastic; conversations are glancing and elliptical, suggesting more than is spoken; people change partners and their perception of each other like characters in A Midsummer Night's Dream. But the world it portrays is wholly convincing within its terms of reference and one is caught up in its dramas from the first.' - Linda Kelly'Martin's work is imbued with an awareness of the difficulty of living a bohemian life in contemporary Europe, and the difficulty becomes his subject... Love, the biggest culprit, raises the spectre of bourgeois domesticity as often as it holds the promise of freedom.' - Times Literary Supplement

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Page Count

425

Publisher

Starhaven

Published Date

ISBN 10

0936315326

ISBN 13

9780936315324

Magnetic Service

Secrets for Creating Passionately Devoted Customers

By: Chip R. Bell,Bilijack R. Bell

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Magnetic Service

Secrets for Creating Passionately Devoted Customers

By: Chip R. Bell,Bilijack R. Bell

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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Page Count

194

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1576753751

ISBN 13

9781576753750

Spotlight on the Art of Significance

By: Chip MacKenzie

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Spotlight on the Art of Significance

By: Chip MacKenzie

You matter! For many of us, the powerful impact we've had on others is hidden -- only revealed to us years later. In our struggle to find menaing and make a difference, the stories in theis book will help you recognize the power and influence we often wield without ever knowing it." --

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Page Count

250

Published Date

ISBN 10

1387261339

ISBN 13

9781387261338

Spotlight on the Art of Fear

By: Sandeep Puniya

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Spotlight on the Art of Fear

By: Sandeep Puniya

Fear. How does fear work through our personal, social, and professional lives? What are the effective ways to handle fear? Properly understood, fear can become a tremendous driver of personal growth and success. The powerful personal stories in this book will enable you to build a healthy relationship with fear." --

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Page Count

260

Published Date

ISBN 10

138769491X

ISBN 13

9781387694914

Spotlight on the Art of Resilience

By: Gloria Harmon,Evelyn Mosley

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Spotlight on the Art of Resilience

By: Gloria Harmon,Evelyn Mosley

Resilience is largely an exercise of mindset and mindfulness, of perspective and persistence, of ways of thinking and of will. Inside, you will find personal stories and their lessons that are intended to help anyone who is struggling with a personal test or dealing with loss.

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Page Count

232

Published Date

ISBN 10

1365882985

ISBN 13

9781365882982

Book's by Chip Mackenzie

Inside Your Customer's Imagination

Inside Your Customer's Imagination

Magnetic Service

Magnetic Service

Magnetic Service

Magnetic Service

The Complete Walker IV

The Complete Walker IV

True Prep

True Prep

Ethics in Action

Ethics in Action

Retail Truths

Retail Truths

A School of London

A School of London

Magnetic Service

Magnetic Service

Spotlight on the Art of Significance

Spotlight on the Art of Significance

Spotlight on the Art of Fear

Spotlight on the Art of Fear

Spotlight on the Art of Resilience

Spotlight on the Art of Resilience

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