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Managers as Mentors
Bell's book introduces a revolutionary new paradigm for creating a learning organization, one person at a time. Practical tools and techniques are provided here for leaders to circumvent the barriers of rank and enter learning relationships.
Beep! Beep!
Outperform, outsmart, and outrun your competition with this comprehensive and fun management handbook starring Wile E. Coyote and Road Runner! Concerned about the changing business climate? Learn how to adapt with this easy-to-understand manual, where the cartoon characters of Wile E. Coyote and Road Runner act as metaphors for business managers seeking marketplace victories.
Customers As Partners
Chip R. Bell--author of the popular Managing "Knock Your Socks Off" Service--presents a clear blueprint for maximizing business success by enhancing customer loyalty and building lasting relationships. Each chapter includes an illustrative story and key principles. "Excellent advice".--Ken Blanchard.
Customer Loyalty Guaranteed
Amidst a wealth of products and services, customers are hearing one message more consistently than ever before: "Buy from us...or not...your business isn't that important." How are companies sending the message? By giving their customers boring, apathetic, impatient, and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. Customer Loyalty Guaranteed shows leaders at all levels how to awaken the "spirit to serve" in every employee. Included are: * The seven customer service personalities that build unbreakable customer loyalty--and how to manage them * Leadership practices that organizations must embrace to be service superstars * Practices...
Dance Lessons
Two veteran business consultants show business people how to manage the personal side of partnerships and choreograph the results they want. Successful partnering, the authors argue, is like dancing--easily learned in six simple steps. Illustrations.
Take Their Breath Away
A powerful and inventive guide to creating irrationally loyal customers There are a mountain of books about customer service, but very few as provocative and innovative as Take Their Breath Away. This practical book shows how to create and implement cutting-edge, inspiring concepts that raise the bar for the customer experience and help make the customer the central focus of the organization. This ingenious, real-world guide explores a variety of exciting, creative customer experience ideas using examples from remarkable customer-centric organizations. The key to a successful enterprise is value-added service, but the secret to great customer service is surprising customers with a value-uniq...
Customer Love
Bell explains how customer loyalty depends on devotion or love.
Wired and Dangerous
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.
Managing Knock Your Socks Off Service
You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand custom...
Be Your Own Brand
In this second edition of their classic book on personal brand, David McNally and Karl Speak show that developing a personal brand is not about constructing a contrived image. Rather, it is a process of discovering who you really are and what you aspire to be. The hallmark insight of this new edition is that the best way to establish a strong and memorable brand is to make a positive difference in the lives of others through making lasting impressions that build trusting relationships. McNally and Speak take you through the process of identifying the key components of your brand, conveying that brand to the world, checking how closely your brand aligns with important relationships in your life—particularly the one with your employer—and assessing your progress along the way. This thoroughly revised and updated edition features new material on how to use social media to build a powerful personal brand and case studies of individuals whose personal brands have changed the world.
