Product Description: "Chip and John show leaders practical ways to inspire and develop the unique talents of their staff. In turn, they demonstrate how your employees can produce the type of experience that inspires your customers to be an extension of your sales force...read more

Product Description: 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...read more

Demystifying Outsourcing emphasizes the importance of building partnerships with consultants and vendors to achieve results. Training managers who utilize this resource will build their confidence and strengthen their outsourcing capabilities as they navigate complex outsourced projects. As a comprehensive toolkit, the book takes the reader step by step through an outsourced initiative. Numerous stories bring the challenges of outsourcing to light. Practical tips and tools, and worksheets on the accompanying CD can be tailored easily to any project. Topics include: Current trends and guiding principles in outsourcing A strategic sourcing decision model to help managers make wise choices about what to outsource and what to retain Identifying and selecting outsourcing partners The RFP process and contract negotiations Positioning consultants and vendors in the organization Design, delivery and program evaluation of outsourced initiatives Special situations such as dealing with conflict, inheriting a consultant and working with multiple consultants and vendors Debbie Friedman is Operating Vice President at Federated Department Stores, where she heads up the Federated Leadership Institute, a training function whose mission is to strengthen the leadership capabilities of the top 1,800 executives.

Product Description: Cultivating and keeping customers long-term should be a primary goal of any company, but binding customers to a brand can be challenging at best. This is where ""magnetic service"" comes in. In this inspiring book, authors Chip and Bilijack Bell show how any business can create a cult-like following of customers who don't just forgive them when they err but actually help them correct the problem, who don't just recommend them but insist that their friends do business with them...read more

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Provides advice to managers on how to become an effective mentor and offers tips on improving employee confidence, competence, and creativity

Product Description: Bell explains how customer loyalty depends on devotion or love. (view table of contents, read Amazon.com's description)

Provides instructions on how to rule like the Road Runner, rather than engage in a fruitless chase like Wile E. Coyote, and emphasizes a speed-based approach to the new business environment.

Product Description: "Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery...read more (view table of contents, read Amazon.com's description)

Two leading business consultants present a step-by-step guide to effectively managing the personal side of business partnerships, offering a six-step program designed to help partners know and work with each other. 25,000 first printing. Tour. IP. (view table of contents)

Lessons and anecdotes cover the successes and failures of partnerships, including spouses, lovers, friends, customers, and colleagues.

(view table of contents)

Product Description: Effective customer partnership creates customers who return in good times and in bad, customers who say, ""I wouldn't go anywhere else"". Using real-world examples, Chip Bell examines the qualities that form the core of all lasting relationships and describes a way of business where personal interactions, not sales, take center stage...read more

Product Description: Book by Margolis, Fredric H.

Product Description: Book by Bell, Chip R.