Customers as partners : building relationships that last / Chip R. Bell
- Bib ID:
- 1939653
- Format:
- Book
- Author:
- Bell, Chip R
- Edition:
- 1st ed.
- Description:
-
- San Francisco : Berrett-Koehler, c1994
- xv, 235 p. ; 25 cm.
- ISBN:
- 1881052540 (acid-free paper)
- Summary:
-
Astute Managers and entrepreneurs already know that customer loyalty is an absolute necessity for profitable businesses in the '90s and beyond. They have invested in this knowledge by initiating a wide variety of quality service programs intended to dazzle customers. Yet, beyond the reach of these programs, and the books that promote them, are the real human relationships on which customer loyalty is based. Going beyond the external forms of outstanding service, Customers As Partners vividly shows how lasting success depends upon creating sustaining personal bonds. Identifying these bonds as 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 that is not just value-added, but value-based.
- Full contents:
-
- Preface: Howdy, Partner
- Ch. 1. The Anatomy of Customer Partnership
- Ch. 2. The Spirit of Customer Partnership
- Ch. 3. Abundance Is an Attitude
- Ch. 4. Service as Gift Giving
- Ch. 5. Passionate Connections
- Ch. 6. Serving in the Dark
- Ch. 7. In Customers We Trust
- Ch. 8. Blessed Assurance
- Ch. 9. Leaps of Faith
- Ch. 10. Partnering on Purpose
- Ch. 11. Profile in Purpose: John Longstreet
- Ch. 12. Profile in Purpose: Sharon Decker
- Ch. 13. The Power of Mask Removal
- Ch. 14. Customer Candor
- Ch. 15. Listening Is a Contact Sport
- Ch. 16. The Pronoun in Power Is "We"
- Ch. 17. Floating Reciprocity
- Ch. 18. Partnership Elasticity
- Ch. 19. Graceful Partnerships
- Ch. 20. Partnering under Pressure
- Ch. 21. Partnering in an Emergency
- Ch. 22. Serving as Leader: Roles
- Ch. 23. Serving as Leader: Gifts
- Ch. 24. Rain and Snow and Dark of Night / Ron Zemke
- Ch. 25. Partners Care / Tom Connellan.
- Ch. 26. When Partners Cry "Wolf!" / Kristin Anderson
- Ch. 27. Partnership Expectations / Karen Revill
- Ch. 28. Poetic Partnership / Nancy Rainey Bell
- Ch. 29. Partnership Measurement
- Epilogue: The "Riding Off into the Sunset" Part.
- Notes:
- Includes bibliographical references (p. 219-225) and index.
- Subject:
- Copyright:
-
In Copyright
You may copy under some circumstances, for example you may copy a portion for research or study. Order a copy through Copies Direct to the extent allowed under fair dealing. Contact us for further information about copying.
Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 1994
Copyright status may not be correct if data in the record is incomplete or inaccurate. Other access conditions may also apply. For more information please see: Copyright in library collections.
Request this item
Request this item to view in the Library’s reading room.
Feedback
Similar items
- Ke hu fu wu shou ce / Niweilai Leike, Keruisiting Xidi zhu ; Tong Lizhong shen jiao ; Tong Lizhong, Ma Jizheng, Yang Kehua deng yi
- The only thing that matters : bringing the power of the customer into the center of your business / Karl Albrecht
- Making customer service happen : a simple and effective guide to achieving unbelievable customer satisfaction while reducing your costs / Neville Lake and Kristin Hickey
- Delighting customers : how to build a customer-driven organization / Peter Donovan, Timothy Samler
- The future is customer service : real-life service success stories plus proven strategies you can use! / by Kym Illman