Do you long to build a cult-like following for your business? Would you like to have customers that don't just forgive you when you err, but actually help you correct what caused the mistake? Customers that don't just recommend you, but assertively insist that their friends do business with you? Discover the seven "magnetic service" secrets that have created devoted fan bases for brands like Starbucks, Harley-Davidson and Ritz-Carlton. Magnetic Service provide a practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion, showing how businesses that…mehr
Do you long to build a cult-like following for your business? Would you like to have customers that don't just forgive you when you err, but actually help you correct what caused the mistake? Customers that don't just recommend you, but assertively insist that their friends do business with you? Discover the seven "magnetic service" secrets that have created devoted fan bases for brands like Starbucks, Harley-Davidson and Ritz-Carlton. Magnetic Service provide a practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion, showing how businesses that inspire cult-like devotion-companies as diverse as Jack Daniels, GE, eBay and many others-create customer experiences so captivating that they bind their customers to them.
FOREWORD by Rich Teerlink, Retired Chairman & CEO, Harley-Davidson, Inc. 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 About the Authors
FOREWORD by Rich Teerlink, Retired Chairman & CEO, Harley-Davidson, Inc. 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 About the Authors
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