{"product_id":"magnetic-service-isbn-9781576753750","title":"Magnetic Service","description":"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.\"\"FOREWORD by Rich Teerlink, Retired Chairman \u0026amp; CEO, Harley-Davidson, Inc. \u003cbr\u003e WELCOME \u003cbr\u003e PREVIEW: You Don’t Know Jack . . . Or Do You?\u003cbr\u003e\u003cbr\u003e Part One The Secret Side Of Magnetic Service \u003cbr\u003e SECRET #1: Make Trust A Verb   \u003cbr\u003e SECRET #2: Focus On Customer Hopes, Not Just Needs   \u003cbr\u003e SECRET #3: Add “Charisma” To The Service Mix   \u003cbr\u003e SECRET #4: Engage The Customer’s Curiosity   \u003cbr\u003e SECRET #5: Give Customers An Occasional Miracle\u003cbr\u003e SECRET #6: Empower Customers Through Comfort   \u003cbr\u003e SECRET #7: Reveal Your Character By Unveiling Your Courage\u003cbr\u003e Reflection: Assessing Your Magnetic Service Style\u003cbr\u003e\u003cbr\u003e Part Two: The Leadership Side of Magnetic Service\u003cbr\u003e CHAPTER 8: Trust Thrives When Leaders Lead Naturally   \u003cbr\u003e CHAPTER 9: Hopes Spring Forth When Leaders Foster Revelation\u003cbr\u003e CHAPTER 10: Service Can Be Charismatic If Leaders Exhibit Boldness   \u003cbr\u003e CHAPTER 11: Curiosity Lights Up When Leaders Learn Out Loud\u003cbr\u003e CHAPTER 12: Miracle Making Happens When Leaders Inspire Engagement\u003cbr\u003e CHAPTER 13: Customers Are Empowered When Leaders Promote Partnerships\u003cbr\u003e CHAPTER 14: Character Is Revealed If Leaders Have Soul   \u003cbr\u003e FAREWELL\u003cbr\u003e Notes \u003cbr\u003e References \u003cbr\u003e Thanks! \u003cbr\u003e Index \u003cbr\u003e About the Authors\"Successful partnerships are not built on deals and contracts. They work because of the heart and soul of the relationships. \u003ci\u003eDance Lessons\u003c\/i\u003e is a terrific instruction guide for making all your partnerships successful.\"\u003cbr\u003e \u003cb\u003e—J. W. Marriott, Jr., Chairman and CEO, Marriott International, Inc.\u003cbr\u003e \u003c\/b\u003e\u003cbr\u003e “Winning football, a crowd-pleasing dance, and great partnerships share many of the same secrets. \u003ci\u003eDance Lessons\u003c\/i\u003e is a must-read for anyone wanting a championship partnership.”\u003cbr\u003e \u003cb\u003e—Joe Theismann, former Quarterback for the Super Bowl Champion Washington Redskins\u003cbr\u003e \u003c\/b\u003e\u003cbr\u003e \"Partnership! It's what makes marriages, friendships, and businesses work. Always has... always will. As long-time life and business partners, we found \u003ci\u003eDance Lessons\u003c\/i\u003e confirming, compelling, and cutting edge.\"\u003cbr\u003e \u003cb\u003e—Marjorie and Ken Blanchard, Co-Founders, Blanchard Training \u0026amp; Development\u003cbr\u003e \u003c\/b\u003e\u003cbr\u003e \"Dance Lessons is a concise and practical guide to building personal and business relationships that are as fun and profitable as Rogers and Astaire.\"\u003cbr\u003e \u003cb\u003e—Larry Wilson, Founder, Pecos River Learning, and author of Stop Selling, Start Partnering!\u003cbr\u003e \u003c\/b\u003eChip 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.\u003cbr\u003e 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.\u003cbr\u003e 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\u003cbr\u003e 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.\u003cbr\u003e Bilijack R. Bell is a commercial real estate professional with Wilson, Hull \u0026amp; 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.\u003cbr\u003e 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.","brand":"Berrett-Koehler Publishers","offers":[{"title":"Default Title","offer_id":46304292274405,"sku":"NP9781576753750","price":18.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781576753750.jpg?v=1767732111","url":"https:\/\/k12savings.com\/products\/magnetic-service-isbn-9781576753750","provider":"K12savings","version":"1.0","type":"link"}