Magnetic Service: Secrets for Creating Passionately Devoted Customers

Chip Bell has 20-plus years of experience as a business consultant, and has written 14 books on business-related topics; Bilijack Bell has seven years of experience in commercial real estate. This father-son author team examine the patterns and practices of successful companies—Universal Studies, Ritz-Carlton Hotels, the Mansion on Turtle Creek, Sewell Village Cadillac, Harley Davidson, Marriott, Merrill Lynch, Sears, American Honda, Victoria's Secret, and others—to identify seven key principles for creating customer devotion to a business. Annotation ©2003 Book News, Inc., Portland, OR

Bell is a senior partner with Performance Research Associates and manages their Dallas, Texas office. Prior to starting a consulting firm in the late 1970s, he was Vice President and Director of Management and Organization Development for NCNB.