Magnetic Service: Secrets for Creating Passionately Devoted Customers

By Chip R. Bell, Bilijack Bell, Bilijack R. Bell

Book Overview

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.""

• Format: Paperback
• Language: English
• ISBN: 1576753751
• ISBN13: 9781576753750
• Release Date: January 2006
• Publisher: Berrett-Koehler Publishers
• Length: 192 Pages
• Weight: 0.05 lbs.
• Dimensions: 0.5" x 6.1" x 8.1"

Customer Reviews

A Book You'll Re-Read Again and Again

You want your small business to succeed? You need the secrets of customer service in a fast, easy read? This book is filled with "gold" at a bargain price. After discovering this at the library, I bought it here and am re-reading it. The Bell's analogy of making your business into a magnet that "attracts" the right customers (and repels the wrong ones) is simple yet powerful. Highly recommended reading.