Chip R. BELL's Books

Managers as Mentors

Building Partnerships for Learning

By: Chip R. Bell

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Managers as Mentors

Building Partnerships for Learning

By: Chip R. Bell

The bestselling author of Customers as Partners presents a practical primer for using mentoring to help employees grow in today's tumultuous business environment. Chip R. Bell takes the mystery out of mentoring, teaching leaders how to give and take advice, coach and counsel effectively, develop new approaches to team meeting management, and more.

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Page Count

220

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1881052923

ISBN 13

9781881052920

Dance Lessons

Six Steps to Great Partnership in Business and Life

By: Chip R. Bell,Heather Shea,Heather Shea-Schultz

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Dance Lessons

Six Steps to Great Partnership in Business and Life

By: Chip R. Bell,Heather Shea,Heather Shea-Schultz

Two veteran business consultants show business people how to manage the personal side of partnerships and choreograph the results they want. Successful partnering, the authors argue, is like dancing--easily learned in six simple steps. Illustrations.

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Page Count

252

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1576750434

ISBN 13

9781576750438

Wired and Dangerous

How Your Customers Have Changed and What to Do About It

By: Chip R. Bell,John R. Patterson

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Wired and Dangerous

How Your Customers Have Changed and What to Do About It

By: Chip R. Bell,John R. Patterson

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

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Page Count

266

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1605099775

ISBN 13

9781605099774

Wired and Dangerous

How Your Customers Have Changed and What to Do about It

By: John R. Patterson,Chip R. Bell

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Wired and Dangerous

How Your Customers Have Changed and What to Do about It

By: John R. Patterson,Chip R. Bell

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company s customer service doesn t adapt ...

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Page Count

370

Publisher

ReadHowYouWant.com

Published Date

ISBN 10

1459626834

ISBN 13

9781459626836

Knock Your Socks Off Service Recovery

By: Ron Zemke,Chip R. Bell

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Knock Your Socks Off Service Recovery

By: Ron Zemke,Chip R. Bell

Based on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system--showing what it costs to lose customers and how little it can cost to win them back.

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Page Count

232

Publisher

Amacom Books

Published Date

ISBN 10

081447084X

ISBN 13

9780814470848

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

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

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

Customers as Partners

Building Relationships that Last

By: Chip R. Bell

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Customers as Partners

Building Relationships that Last

By: Chip R. Bell

Effective customer partnership creates customers who return in good times and in bad, customers who say, "I wouldn't go anywhere else". Using real-world examples, Chip Bell examines the qualities that form the core of all lasting relationships and describes a way of business where personal interactions, not sales, take center stage.

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Page Count

260

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1881052788

ISBN 13

9781881052784

Managing Knock Your Socks Off Service

By: Chip R. BELL,Ron ZEMKE

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Managing Knock Your Socks Off Service

By: Chip R. BELL,Ron ZEMKE

Today’s customers demand service that isn’t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: * find and retain service-oriented people * get to know customers intimately * build a service vision * train and coach * create and maintain a service management process that aligns people, systems, and customers * involve and empower employees * recognize and reward good performance. Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.

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Page Count

242

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0814400515

ISBN 13

9780814400517

Managers as Mentors

Building Partnerships for Learning

By: Chip R. Bell

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Managers as Mentors

Building Partnerships for Learning

By: Chip R. Bell

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Page Count

220

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1881052923

ISBN 13

9781881052920

The 9 1/2 Principles of Innovative Service

By: Chip Bell

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The 9 1/2 Principles of Innovative Service

By: Chip Bell

The 9 1⁄2 Principles of Innovative Service, by international bestselling author Chip Bell, provides an engaging instruction manual and inspirational guide for making service an experience that causes your customers to swoon, smile, and sing your praises. Value-added has been the service solution for many service exemplars. But tough economic times call for a brand new approach—value-unique service. It is not about addition—adding more than customers expect; it is about a unique and unexpected creation. This refreshingly novel brand of service will leave you customers more than cheaply entertained—it leaves them awed and richly stirred.

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Page Count

114

Publisher

Sourcebooks, Inc.

Published Date

ISBN 10

1608103943

ISBN 13

9781608103942

Managing Knock Your Socks Off Service

By: Chip Bell,Ron Zemke,John Bush

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Managing Knock Your Socks Off Service

By: Chip Bell,Ron Zemke,John Bush

You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations, and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance Fully updated with new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online, this indispensable resource provides absolutely everything managers need to ensure their frontline employees become their company's biggest asset.

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Page Count

250

Publisher

AMACOM

Published Date

ISBN 10

0814432050

ISBN 13

9780814432051

Take Their Breath Away

How Imaginative Service Creates Devoted Customers

By: Chip R. Bell,John R. Patterson

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Take Their Breath Away

How Imaginative Service Creates Devoted Customers

By: Chip R. Bell,John R. Patterson

Praise for Take Their Breath Away "Are you bored? We're so spoiled that when something is merely good enough, we just walk away. Chip and John explain that the surefire method for growth and customer loyalty is simple: don't be boring." —Seth Godin, author of Purple Cow and Tribes "Take Their Breath Away shows how legendary customer service delivery can win and keep devoted customers for life. I LUV this fantastic book." —Colleen Barrett, President Emeritus, Southwest Airlines Company "No one knows more about creating profit through service than Chip and John. If you want to know the best way to do it, read Take Their Breath Away. The examples in this book will certainly start your creative juices flowing and help your organization take your customers' breath away. —Howard Beharformer, former president, Starbucks Coffee International.

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Page Count

303

Publisher

John Wiley & Sons

Published Date

ISBN 10

0470485329

ISBN 13

9780470485323

Beep! Beep!

Competing in the Age of the Road Runner

By: Chip R. Bell,Oren Harari

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Beep! Beep!

Competing in the Age of the Road Runner

By: Chip R. Bell,Oren Harari

Outperform, outsmart, and outrun your competition with this comprehensive and fun management handbook starring Wile E. Coyote and Road Runner! Concerned about the changing business climate? Learn how to adapt with this easy-to-understand manual, where the cartoon characters of Wile E. Coyote and Road Runner act as metaphors for business managers seeking marketplace victories.

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Page Count

271

Publisher

Grand Central Publishing

Published Date

ISBN 10

0446930598

ISBN 13

9780446930598

Managing Knock Your Socks Off Service

By: Chip Bell,Ron Zemke,John Bush

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Managing Knock Your Socks Off Service

By: Chip Bell,Ron Zemke,John Bush

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Page Count

250

Publisher

AMACOM

Published Date

ISBN 10

0814432050

ISBN 13

9780814432051

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

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Page Count

241

Publisher

Berrett-Koehler Publishers

Published Date

ISBN 10

1523090219

ISBN 13

9781523090211

Inside Your Customer's Imagination

5 Secrets for Creating Breakthrough Products, Services, and Solutions (16pt Large Print Edition)

By: Chip R. Bell

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Inside Your Customer's Imagination

5 Secrets for Creating Breakthrough Products, Services, and Solutions (16pt Large Print Edition)

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

374

Published Date

ISBN 10

0369343867

ISBN 13

9780369343864

Knock Your Socks Off Service Recovery

By: Ron Zemke,Chip R. Bell

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Knock Your Socks Off Service Recovery

By: Ron Zemke,Chip R. Bell

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Page Count

232

Publisher

Amacom Books

Published Date

ISBN 10

081447084X

ISBN 13

9780814470848

Beep! Beep!

Competing in the Age of the Road Runner

By: Chip R. Bell,Oren Harari

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Beep! Beep!

Competing in the Age of the Road Runner

By: Chip R. Bell,Oren Harari

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Page Count

271

Publisher

Grand Central Publishing

Published Date

ISBN 10

0446930598

ISBN 13

9780446930598

Kaleidoscope

Delivering Innovative Service that Sparkles

By: Chip R. Bell

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Kaleidoscope

Delivering Innovative Service that Sparkles

By: Chip R. Bell

2017 American Book Fest 2017 Best Book Award 2017 North American Book Awards Silver Medalist 2018 National Indie Excellence Awards Finalist Add a Little Sparkle to Your Service In his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the "core" of a service experience in a fashion that is value-unique, not just value-added. In his own words, "Innovative comes from your core; it evokes an experience of genuineness, a sense that its source is deep, not superficial." This wonderful book offers powerful, practical advice, along with engaging stories of ways a novel service experience can also be one that is profound.

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Page Count

120

Published Date

ISBN 10

1626343942

ISBN 13

9781626343948

Book's by Chip R. BELL

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