Customers As Partners

Building Relationships That Last

Chip Bell (Author)

Publication date: 07/01/1994

Bestseller over 55,000+ copies sold

Customers As Partners
  • How to do the crucial-yet often overlooked-front-end work that will save organizations time and money in their performance improvement programs
  • Provides the step-by-step analysis techniques essential for effective corporate training, quality, and re-engineering programs

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 is:

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.

  • How to do the crucial-yet often overlooked-front-end work that will save organizations time and money in their performance improvement programs
  • Provides the step-by-step analysis techniques essential for effective corporate training, quality, and re-engineering programs

Read more and meet author below



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9781881052548

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Overview

  • How to do the crucial-yet often overlooked-front-end work that will save organizations time and money in their performance improvement programs
  • Provides the step-by-step analysis techniques essential for effective corporate training, quality, and re-engineering programs

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 is:

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.

  • How to do the crucial-yet often overlooked-front-end work that will save organizations time and money in their performance improvement programs
  • Provides the step-by-step analysis techniques essential for effective corporate training, quality, and re-engineering programs

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Meet the Author


Visit Author Page - Chip Bell

Chip R. Bell is a senior partner with the Chip Bell Group and manages the office near Atlanta. He has served as consultant, trainer, or speaker to such major organizations as GE, Microsoft, State Farm, Marriott, Lockheed- Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Pfi zer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon, Home Depot, Harley-Davidson, and Victoria’s Secret. He has served as an adjunct instructor at Cornell University, Manchester University (UK), and Penn State University. Additionally, he was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served on the faculty of the Instructional Methods Division of the Army Infantry School

Chip is the author of nineteen books, including Managers as Mentors (coauthored with Marshall Goldsmith), Wired and Dangerous (co-authored with John Patterson and a winner of a 2011 Axiom Award as well as a 2012 Independent Publishers IPPY Award), Take Their Breath Away (also with John Patterson), Instructing for Results (with Fredric Margolis), Magnetic Service (with Bilijack Bell and winner of the 2004 Benjamin Franklin Award), Managing Knock Your Socks Off Service (with Ron Zemke), Service Magic (also with Ron Zemke), and Dance Lessons (with Heather Shea Schultz). He has also contributed chapters to The Sales Training Handbook, The Training and Development Handbook, and The Handbook of Human Resource Development. The first edition of Managers as Mentors won the prestigious Athena Award for excellence in mentoring literature.

His articles on training and learning have appeared in such professional journals as T+D, Training, HR Magazine, Personal Excellence, Workforce Training News, The Toastmaster, Educational Leadership, Adult Training, Adult Leadership, Storyteller's Journal, and Journal of European Training (UK). Chip's articles on leadership and mentoring have appeared in Leadership Excellence, MWorld, Entrepreneur, Leader to Leader, Advanced Management Journal, Sales and Service Excellence, Journal of Management Consulting, Customer Relationship Management, Quality Digest, Staff Digest, and Today's Leaders.

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Table of Contents

Contents
1. The Anatomy of Customer Partnership
2. The Spirit of Customer Partnership
Abundance
3. Abundance Is an Attitude
4. Service As Gift Giving
5. Passionate Connections
6. Serving in the Dark
Trust
7. In Customers We Trust
8. Blessed Assurance
9. Leaps of Faith
Dreams
10. Partnering on Purpose
11. Profile in Purpose: John Longstreet
12. Profile in Purpose: Sharon Decker
Truth
13. The Power of Mask Removal
14. Customer Candor
15. Listening Is a Contact Sport
Balance
16. The Pronoun in Power Is "We"
17. Floating Reciprocity
18. Partnership Elasticity
Grace
19. Graceful Partnerships
20. Partnering Under Pressure
21. Partnering in an Emergency
Partnering With Employees
22. Serving As Leader: Roles
23. Serving As Leader: Gifts
With a Little Help From My Partners
24. Rain and Snow and Dark, by Ron Zemke
25. Partner's Care, by Tom Connellan
26. When Partners Cry "Wolf," by Kristin Anderson
27. Partnership Expectations, by Karen Revill
28. The Poetry of Partnership, by Nancy Bell
29. Partnership Measurement

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Endorsements

"Without question, the future lies in partnering. Chip Bell beautifully spells out the whys, whats, and hows"

Stephen Covey, author of The 7 Habits of Highly Effective People.

"Partnerships are what great customer service is all about. In Customers As Partners Chip Bell explains how to achieve success by creating partnering them grow"

Dave Thomas, founder of Wendy's and author of Dave's Way.

"If your company wants to take a giant step, from being a superior service provider to establishing lifelong partnership with your customers, this book is a must. We have made it required reading (and practice) for all employees"

Larry Smith, Vice President of Service Management, PKS Information Services, Inc.

"Master the lessons in this book, and all your partnerships will improve... Chip Bell has gone beyond the usual technical stuff about creating satisfied customers to explore the deeper attributes-such as spirit, service, passion, blessed assurance, trust, and faith-things upon which all good partnerships rely, then he applies these most effectively to customer relationships"

James A. Autry, author of Love and Profit and Life and Work.

"Chip Bell gets it right! His book goes beyond service quality to the core of long-term business growth. With his rich storytelling and immediately implementable strategies, Dr. Bell presents a compelling argument to consistently deliver relationship building that makes 'good living' sense in a business environment. Permission to develop long-term, trusting, win-win relationships will bring sighs of relief to the majority of good souls who spend the bulk of their lives at work'"

M. Caroline Martin, Executive Vice President, Riverside Health System.

"If you wish to have a better relationship with an employer, employee, player, coach, spouse, child, customer, or any individual, you will find Chip Bell's book, Customers As Partners, very valuable reading"

Lou Holtz, Head Football Coach, University of Notre Dame.

"Customers As Partners is full of wisdom, inspiration and joy... a valuable gift to the corporate world"

Oren Harari, Ph.D., Professor, University of San Francisco, and coauthor of Jumping the Curve.

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