
Magnetic Service
Secrets for Creating Passionately Devoted Customers
Berrett-Koehler (Publisher)
2nd Edition
Published on 8. January 2006
Book
Paperback/Softback
192 pages
978-1-57675-375-0 (ISBN)
Description
Do you long to build a cult-like following for your business? Would you like to have customers that don't just forgive you when you err, but actually help you correct what caused the mistake? Customers that don't just recommend you, but assertively insist that their friends do business with you?
Discover the seven "magnetic service" secrets that have created devoted fan bases for brands like Starbucks, Harley-Davidson and Ritz-Carlton.
Magnetic Service provide a practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion, showing how businesses that inspire cult-like devotion-companies as diverse as Jack Daniels, GE, eBay and many others-create customer experiences so captivating that they bind their customers to them.
More details
Edition
2nd edition
Language
English
Place of publication
San Francisco
United States
Target group
Professional and scholarly
Product notice
Paperback (trade)
Unsewn / adhesive bound
Dimensions
Height: 206 mm
Width: 156 mm
Thickness: 13 mm
Weight
218 gr
ISBN-13
978-1-57675-375-0 (9781576753750)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions

E-Book
01/2006
1st Edition
Berrett-Koehler Publishers
€25.69
Available for download
Persons
Chip R. Bell is a senior partner with The Chip Bell Group and manages their headquarters office near Dallas, Texas. His consulting practice focuses on helping organizations to build a culture that supports long- term customer devotion. Prior to starting a consulting firm in the late 1970s, he was director of management and organization development for NCNB, now Bank of America.
Chip is the author or co-author of fifteen books, including Service Magic: How to Amaze Your Customers (with Ron Zemke); Customer Love: Attracting and Keeping Customers for Life; Customers As Partners: Building Relationships That Last; Managers As Mentors: Building Partnerships For Learning; Managing Knock Your Socks Off Service (with Ron Zemke); Dance Lessons: Six Steps to Great Partnerships in Business and Life (with Heather Shea); and Beep-Beep!: Competing in the Age of the Road Runner (with Oren Harari). His work has been featured on CNBC, CNN, Bloomberg TV, NPR, Voice of America, and Reuters and in the Wall Street Journal; Fortune; USA Today; Entre- preneur Magazine; Inc. Magazine; Business Week; and Bottom Line Business.
Chip has served as a consultant, keynote speaker, or trainer to such major organizations as IBM, Microsoft, General Electric, Royal Bank, Marriott, Pfizer, Sears, Merrill Lynch, Ritz-Carlton, 3M, USAA, Aurora Health, Lockheed-Martin, Harley-Davidson, Honda, MBNA, Bank of
167America, Universal Studios, Pepsi, AAA, Duke Energy, and Victoria’s Secret. He was a highly decorated infantry unit commander with the elite 82nd Airborne in Vietnam. Chip is married to Nancy Rainey Bell, a school administrator and attorney.
Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta. With eight years in commercial real estate, he has a solid reputation for highly creative approaches to client service. That reputation has earned him membership in both the prestigious President’s Club as well as the Million Dollar Club. His service articles have appeared in such publications as Realtor Magazine, Staff Digest, Executive Excellence, and Midas Matters.
Bilijack is a graduate of Elon College in Burlington, North Carolina, where he majored in history. He was a member of the 1989 U.S. Ambassador Soccer team and competed throughout Europe. Bilijack is married to Lisa Dickinson Bell, a middle school teacher in the Atlanta area.
Chip is the author or co-author of fifteen books, including Service Magic: How to Amaze Your Customers (with Ron Zemke); Customer Love: Attracting and Keeping Customers for Life; Customers As Partners: Building Relationships That Last; Managers As Mentors: Building Partnerships For Learning; Managing Knock Your Socks Off Service (with Ron Zemke); Dance Lessons: Six Steps to Great Partnerships in Business and Life (with Heather Shea); and Beep-Beep!: Competing in the Age of the Road Runner (with Oren Harari). His work has been featured on CNBC, CNN, Bloomberg TV, NPR, Voice of America, and Reuters and in the Wall Street Journal; Fortune; USA Today; Entre- preneur Magazine; Inc. Magazine; Business Week; and Bottom Line Business.
Chip has served as a consultant, keynote speaker, or trainer to such major organizations as IBM, Microsoft, General Electric, Royal Bank, Marriott, Pfizer, Sears, Merrill Lynch, Ritz-Carlton, 3M, USAA, Aurora Health, Lockheed-Martin, Harley-Davidson, Honda, MBNA, Bank of
167America, Universal Studios, Pepsi, AAA, Duke Energy, and Victoria’s Secret. He was a highly decorated infantry unit commander with the elite 82nd Airborne in Vietnam. Chip is married to Nancy Rainey Bell, a school administrator and attorney.
Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta. With eight years in commercial real estate, he has a solid reputation for highly creative approaches to client service. That reputation has earned him membership in both the prestigious President’s Club as well as the Million Dollar Club. His service articles have appeared in such publications as Realtor Magazine, Staff Digest, Executive Excellence, and Midas Matters.
Bilijack is a graduate of Elon College in Burlington, North Carolina, where he majored in history. He was a member of the 1989 U.S. Ambassador Soccer team and competed throughout Europe. Bilijack is married to Lisa Dickinson Bell, a middle school teacher in the Atlanta area.
Content
FOREWORD by Rich Teerlink, Retired Chairman & CEO, Harley-Davidson, Inc.
WELCOME
PREVIEW: You Don’t Know Jack . . . Or Do You?
Part One The Secret Side Of Magnetic Service
SECRET #1: Make Trust A Verb
SECRET #2: Focus On Customer Hopes, Not Just Needs
SECRET #3: Add “Charisma” To The Service Mix
SECRET #4: Engage The Customer’s Curiosity
SECRET #5: Give Customers An Occasional Miracle
SECRET #6: Empower Customers Through Comfort
SECRET #7: Reveal Your Character By Unveiling Your Courage
Reflection: Assessing Your Magnetic Service Style
Part Two: The Leadership Side of Magnetic Service
CHAPTER 8: Trust Thrives When Leaders Lead Naturally
CHAPTER 9: Hopes Spring Forth When Leaders Foster Revelation
CHAPTER 10: Service Can Be Charismatic If Leaders Exhibit Boldness
CHAPTER 11: Curiosity Lights Up When Leaders Learn Out Loud
CHAPTER 12: Miracle Making Happens When Leaders Inspire Engagement
CHAPTER 13: Customers Are Empowered When Leaders Promote Partnerships
CHAPTER 14: Character Is Revealed If Leaders Have Soul
FAREWELL
Notes
References
Thanks!
Index
About the Authors
WELCOME
PREVIEW: You Don’t Know Jack . . . Or Do You?
Part One The Secret Side Of Magnetic Service
SECRET #1: Make Trust A Verb
SECRET #2: Focus On Customer Hopes, Not Just Needs
SECRET #3: Add “Charisma” To The Service Mix
SECRET #4: Engage The Customer’s Curiosity
SECRET #5: Give Customers An Occasional Miracle
SECRET #6: Empower Customers Through Comfort
SECRET #7: Reveal Your Character By Unveiling Your Courage
Reflection: Assessing Your Magnetic Service Style
Part Two: The Leadership Side of Magnetic Service
CHAPTER 8: Trust Thrives When Leaders Lead Naturally
CHAPTER 9: Hopes Spring Forth When Leaders Foster Revelation
CHAPTER 10: Service Can Be Charismatic If Leaders Exhibit Boldness
CHAPTER 11: Curiosity Lights Up When Leaders Learn Out Loud
CHAPTER 12: Miracle Making Happens When Leaders Inspire Engagement
CHAPTER 13: Customers Are Empowered When Leaders Promote Partnerships
CHAPTER 14: Character Is Revealed If Leaders Have Soul
FAREWELL
Notes
References
Thanks!
Index
About the Authors