Customer Magic Two: Sales Skills for the Way You Live

Today's successful companies deliver superior service to their customers in an effort to nurture the lifetime value of the relationship with that customer. Best-in-class organizations treat the conclusion of a transaction as the beginning stages of a developing relationship. Some companies fail to execute these practices and suffer from devastating customer attrition and anemic growth rates.

There's been no convincing proof that a robust business model and an innovative strategy will improve a company's ability to execute, and there are widespread dangers in believing otherwise. Customers don't characteristically quit a company; they quit the people leading the company, because they lose confidence in their ability to deliver results consistent with their expectations.

There is also renewed debate on whether the focus should be placed on customer satisfaction or customer loyalty. Loyal customers are likely to repeat the purchasing cycle; satisfied customers may not demonstrate this behavior consistently.

Customer Magic Two describes the skills and strategies that will allow your sales or service organization to shift the paradigm in today's demanding, service-based customer market. The principles articulated in each chapter will enable you to rub your brilliance in the face of your competitors while materially improving your organization's ability to execute your vision and delight your customers.

Whether your business is domestic or internationally based, the practices outlined in this book will have a substantive impact on your revenue output, particularly if your performance metrics are currently deteriorating.

The user-friendly methods discussed throughout this book are applicable to the corporate enterprise and will have serious implications on your life performance outside the workplace.

Jamie Buckley has worked in the high-volume sales and service industry for the past 26 years and has held senior executive positions at Apple Inc., Bank of America and Citibank. He is the author of Customer Magic and president of the consulting firm, Clear Customer Communications, LLC. His time-proven methods have produced breakthrough performance results in companies around the globe, including Australia, India, Ireland, Japan and the United Kingdom. He lives with his wife and son in Danville, California.