Magnetic Service
Secrets for Creating Passionately Devoted Customers
1st Edition
Published on 6. January 2006
189 pages
978-1-60509-642-1 (ISBN)
Description
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 when they err but actually help them correct the problem, who don't just recommend them but insist that their friends do business with them. Part 1 explains the seven magnetic service secrets -- from ",Make Trust a Verb", to ",Empower Customers Through Comfort.", Part 2 looks at the leadership side of this strategy, emphasizing such qualities as leading naturally, nurturing discovery, and having soul. Dozens of real-life examples illustrate the seven secrets of magnetic service in action and show precisely what leaders can do to create a culture of magnetic service in any organization.
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Book
01/2006
2nd Edition
Berrett-Koehler
€18.50
Shipment within 3-4 weeks
Content
- Intro
- CONTENTS
- FOREWORD
- 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
- A
- B
- C
- D
- E
- F
- G
- H
- I
- J
- K
- L
- M
- N
- O
- P
- Q
- R
- S
- T
- U
- V
- W
- Y
- Z
- About the Authors
