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Customers as Partners - Building Relationships That Last
Astute managers and entrepreneurs already know that customer loyalty is a necessity for profitable businesses in the '90s and beyond, and they have invested in this knowledge by initiating a wide variety of quality service programs intended to dazzle customers. But while providing dazzling service may tender short-term customer satisfaction, it is a costly and unsustainable approach. Long-term success depends on replacing the superficial transaction-oriented approach with the deeper commitment of partnership-the essence of a value-based approach to serving customers.
Describing the qualities that embody this deeper commitment, Customers As Partners provides examples from the corporate world, small service businesses, and personal experience. Illustrating each key principle with anecdotes and stories, this book shows how all lasting business relationships share the same partnership attributes as a friendship or marriage, and how each
o grounded in an attitude of generosity,
o bolstered by a sense of trust,
o propelled by a joint purpose or shared vision,
o served by honesty,
o characterized by a sense of balance, and
o infused with an element of familiarity and ease.
Customers As Partners vividly shows how to achieve lasting success by creating sustaining personal bonds-the true source of a company's profitability. This ground-breaking work provides insights on how to keep the quality of these relationships central in every interaction. It offers a model of partnership where customers offer valuable feedback, support your business by recommending you to others, and forgive mistakes because they feel a reciprocal long-term commitment.
Describing the qualities that embody this deeper commitment, Customers As Partners provides examples from the corporate world, small service businesses, and personal experience. Illustrating each key principle with anecdotes and stories, this book shows how all lasting business relationships share the same partnership attributes as a friendship or marriage, and how each
o grounded in an attitude of generosity,
o bolstered by a sense of trust,
o propelled by a joint purpose or shared vision,
o served by honesty,
o characterized by a sense of balance, and
o infused with an element of familiarity and ease.
Customers As Partners vividly shows how to achieve lasting success by creating sustaining personal bonds-the true source of a company's profitability. This ground-breaking work provides insights on how to keep the quality of these relationships central in every interaction. It offers a model of partnership where customers offer valuable feedback, support your business by recommending you to others, and forgive mistakes because they feel a reciprocal long-term commitment.
- GenresBusiness
256 pages, Hardcover
First published January 1, 1994
About the author
Chip R. Bell
29 books30 followersThe author of 24 books, Chip's newest book, "Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions,” launched September 2020.
He is also author of bestsellers:
"Kaleidoscope: Delivering Innovative Service That Sparkles”
"Sprinkles: Creating Awesome Experiences Through Innovative Service"
"The 9 1/2 Principles of Innovative Service”
"Take Their Breath Away" (with John Patterson)
"Managers As Mentors: Building Partnerships for Learning" (with Marshall Goldsmith)
“Customers as Partners"
"Managing Knock Your Socks Off Service" (with Ron Zemke)
“Magnetic Service” (with Bilijack Bell)
He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot, and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last eight years in a row among the top ten keynote speakers in the world on customer service, with two years in the top slot.
He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the U.S. Army Infantry School. His training programs have won awards including a Stevie Award in 2018.
He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine, Success Magazine, Real Leaders, CEO Magazine, and Fast Company.
To book Chip as a speaker or consultant, visit www.chipbell.com
He is also author of bestsellers:
"Kaleidoscope: Delivering Innovative Service That Sparkles”
"Sprinkles: Creating Awesome Experiences Through Innovative Service"
"The 9 1/2 Principles of Innovative Service”
"Take Their Breath Away" (with John Patterson)
"Managers As Mentors: Building Partnerships for Learning" (with Marshall Goldsmith)
“Customers as Partners"
"Managing Knock Your Socks Off Service" (with Ron Zemke)
“Magnetic Service” (with Bilijack Bell)
He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot, and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last eight years in a row among the top ten keynote speakers in the world on customer service, with two years in the top slot.
He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the U.S. Army Infantry School. His training programs have won awards including a Stevie Award in 2018.
He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine, Success Magazine, Real Leaders, CEO Magazine, and Fast Company.
To book Chip as a speaker or consultant, visit www.chipbell.com
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