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In Customer Love, Bell explains how customer loyalty depends on devotion or love. Customers who like you will come back. But customers who love you will go out of their way to take care of you. They don’t just come back; they don’t simply recommend you; they insist their friends do business with you. They forgive you when you make mistakes, give you candid feedback, and champion you to others. Because they know you (and your pro-cesses), they can be less expensive to service, and over time they spend more money with you.
Customer Love shows how loyalty comes from a partnership, not through “wowing” the customer. The book explains that building loyalty takes a special culture requiring the collective efforts of every member of the organization. Bell says building customer loyalty is particularly dependent on the frontline person who interacts directly with customers.
Chip R. Bell is a senior partner of Peak Performance Research Associates, Inc. He is the author of several books, including Customers as Partners: Building Relationships That Last, Managers As Mentors: Partnerships for Learning, and Dance Lessons—A Primer for Partnerships in Business and Life. Bell logs more than 150,000 air miles a year speaking to organizations on long-term customer loyalty, men-toring, and partnerships.
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Internationally known bestselling author and speaker on “customer service”
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Helping organizations focus on long-term
customer loyalty
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Focusing corporate cultures on customer service and
retention
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Entertaining stories, enlightening concepts
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