Magnetic Service

Secrets for Creating Passionately Devoted Customers

Chip Bell (Author) | Bilijack Bell (Author)

Publication date: 01/06/2006

Bestseller over 25,000+ copies sold

Magnetic Service
  • 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
  • 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.

  • 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

Read more and meet author below



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Overview

  • 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
  • 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.

  • 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

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Meet the Authors


Visit Author Page - Chip Bell

Chip R. Bell is a senior partner with the Chip Bell Group and manages the office near Atlanta. He has served as consultant, trainer, or speaker to such major organizations as GE, Microsoft, State Farm, Marriott, Lockheed- Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Pfi zer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon, Home Depot, Harley-Davidson, and Victoria’s Secret. He has served as an adjunct instructor at Cornell University, Manchester University (UK), and Penn State University. Additionally, he was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served on the faculty of the Instructional Methods Division of the Army Infantry School

Chip is the author of nineteen books, including Managers as Mentors (coauthored with Marshall Goldsmith), Wired and Dangerous (co-authored with John Patterson and a winner of a 2011 Axiom Award as well as a 2012 Independent Publishers IPPY Award), Take Their Breath Away (also with John Patterson), Instructing for Results (with Fredric Margolis), Magnetic Service (with Bilijack Bell and winner of the 2004 Benjamin Franklin Award), Managing Knock Your Socks Off Service (with Ron Zemke), Service Magic (also with Ron Zemke), and Dance Lessons (with Heather Shea Schultz). He has also contributed chapters to The Sales Training Handbook, The Training and Development Handbook, and The Handbook of Human Resource Development. The first edition of Managers as Mentors won the prestigious Athena Award for excellence in mentoring literature.

His articles on training and learning have appeared in such professional journals as T+D, Training, HR Magazine, Personal Excellence, Workforce Training News, The Toastmaster, Educational Leadership, Adult Training, Adult Leadership, Storyteller's Journal, and Journal of European Training (UK). Chip's articles on leadership and mentoring have appeared in Leadership Excellence, MWorld, Entrepreneur, Leader to Leader, Advanced Management Journal, Sales and Service Excellence, Journal of Management Consulting, Customer Relationship Management, Quality Digest, Staff Digest, and Today's Leaders.



Visit Author Page - Bilijack Bell

Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta. His service articles have appeared in such publications as Realtor Magazine, Executive Excellence, Staff Digest, and Midas Matters.

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Table of Contents

Foreword by Rich Teerlink, retired chairman and CEO of Harley-Davidson, Inc.

Part One: The Secret Side of Magnetic Service

Chapter 1: Secret #1 - Make Trust a Verb

Chapter 2: Secret #2 - Focus on Customer Hopes, Not Just Needs

Chapter 3: Secret #3 - Add Charisma to the Service Mix

Chapter 4: Secret #4 - Engage the Customer's Curiosity

Chapter 5: Secret #5 - Give Customers an Occasional Miracle

Chapter 6: Secret #6 - Empower Customers Through Comfort

Chapter 7: Secret #7 - Reveal Your Character by Unveiling Your Courage

Part Two: The Leadership Side of Magnetic Service

Chapter 8: Trust Thrives when Leaders Lead Naturally

Chapter 9: Hope Comes Out When Leaders Foster Revelation

Chapter 10: Service Takes on Charisma when Leaders Encourage Boldness

Chapter 11: Curiosity Lights Up When Leaders Learn Out Loud

Chapter 12: Miracle Making Happens If Leaders Don't Babysit

Chapter 13: Customers Are Empowered When Leaders Promote Partnerships

Chapter 14: Character is Revealed if Leaders Have Soul

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Endorsements

"An excellent book that clearly identifies the value of engaging customers on an emotional level as a critical success factor for any service company."

-Simon Cooper, President and Chief Operating Officer, The Ritz-Carlton Hotel Company, L.L.C.

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