TY  - BOOK
AU  - Bell,Chip R.
AU  - Bell,Bilijack R.
TI  - Magnetic service: the secrets of creating passionately devoted customers 
SN  - 1576752364 :
AV  - HF5415.5 .B435 2003
PY  - 2003///
CY  - San Francisco, CA
PB  - Berrett-Koehler Publishers
KW  - Customer services
KW  - Consumer satisfaction
N1  - The Secret Side of Magnetic Service -- Make Trust a Verb -- Focus on Customer Hopes, Not Just Needs -- Add "Charisma" to the Service Mix -- Engage the Customer's Curiosity -- Give Customers an Occasional Miracle -- Empower Customers Through Comfort -- Reveal Your Character by Unveiling Your Courage -- Reflection: Assessing Your Magnetic Service Style -- The Leadership Side of Magnetic Service -- Trust Thrives When Leaders Lead Naturally -- Hopes Spring Forth When Leaders Foster Revelation -- Service Can Be Charismatic If Leaders Exhibit Boldness -- Curiosity Lights Up When Leaders Learn Out Loud -- Miracle Making Happens When Leaders Inspire Engagement -- Customers Are Empowered When Leaders Promote Partnerships -- Character Is Revealed If Leaders Have Soul
N2  - The ideal customer defends, champions, forgives, and commits to a company or brand for the long term - but how can a business create such long-lasting loyalty? Chip and Bilijack Bell explain how in Magnetic Service, based on examples of real companies who have done just that. Written in a lively, accessible style, the book shows that loyalty comes not from allegiance to a product but from compelling experiences. Using case studies, the authors explain the concept of "magnetic service" that turns casual customers into loyal and enduring fans. The book unlocks the seven secrets of this phenomenon, from "Focus on Customer Hopes, Not Just Needs" to "Add 'Charisma' to the Mix" to "Empower Customers Through Comfort."
ER  -