Innovative Service Keynote with Chip Bell
Chip Bell Customer Centric Operations Keynote
Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal and “all about me” customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice the minute they leave his keynote. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back. Always customer-centered, Chip Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges.
He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine and Entrepreneur. He has authored six best-selling books including: Wired and Dangerous: How Your Customers Have Changed and What to Do about It Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest book is The 9½ Principles of Innovative Service. His books have won major awards and been endorsed by the CEO or presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. Leadership Excellence Magazine listed him among the top 30 thought leaders in North America.
To book customer service and innovation speaker Chip Bell call Executive Speakers Bureau at 901-754-9404.
Leading a Customer-Centric Operation
If ten years ago you had invested $100 in a fund made up of the most customer-centric companies in the U.S. (according to the American Customer Satisfaction Index), your investment today would be worth over $650. Additionally, operations that put their customers in the center of their planning and execution attract the best employees and retain the best customers. They are repeatedly listed on Fortune Magazine's “100 Best Companies to Work For.” Chip Bell as worked with many of the most customer-centric operations--Ritz-Carlton Hotels, USAA, AMEX, Marriott, Harley-Davidson--and shares the secrets of what makes them so successful. This provocative and powerful keynote can be tailored for first-line supervisors to senior executives. It provides the insights and tools for creating experiences that turn satisfied customers into loyal advocates.
Leading Innovative Service
Go behind the scenes in those organizations renowned for inventive and imaginative service and you will find leaders with exceptional practices and special competencies. These courageous leaders understand the culture and leader-follower relationships that are most suited for resourcefulness in delivering value-unique experiences that awe, not just wow. Leadership is an echo that best resonates in a setting of responsible freedom, compelling cause, supportive connections, infectious curiosity and affirming excellence. Dr. Bell’s riveting keynote uses profiles of successful innovation leaders who foster frontline ingenuity and nurture opportunities for breakthroughs and discoveries. Based on his best-selling book, Take Their Breath Away, this powerful presentation leaves audiences with fresh insights and clear instructions on ways to stimulate, nurture and cultivate innovative service.
Innovative Service: Strategies for Increasing Growth and Profits
What do Google, NetFlix, Apple, Nike and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consistent; enriching, but profitable. Since value-added has gotten way too expensive; smart organizations focus on value-unique—novel, not just more. Innovative service paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. Based on three of his national best-selling books The 9½ Principles of Innovative Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Service Magic: The Art of Amazing Your Customers, this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with many of the world’s leading brands to help them stay ahead of their competition by maintaining best-in-class customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the customer experience they deliver to those they serve.
Innovative Service: Strategies for Creating Growth and Bottom Line Impact
What do Netflix, Build-A-Bear, Zappos, Cabela’s, Enterprise Rent-A-Car, and Progressive Insurance have in common, other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industries. Remarkable service not only requires market and organizational leadership but more importantly a perpetual pursuit of innovative ways to make the customers’ experience sparkly, but consistent; enriching, but profitable. Value-added has gotten way too expensive; smart organizations focus on value-unique. Service innovation paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. It requires a contemporary understanding of “responsible freedom” (empowerment) plus leadership practices drawn from the R&D/inventive world. Based on his best-selling book, Take Their Breath Away, this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with top leaders from the world’s leading brands to help them stay ahead of the competition by maintaining best-in-breed customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the service experience they deliver to those they serve. Frontline employees gain competence and courage to start innovating; leaders gain insights and wisdom in ways to add creativity to their strategies and ingenuity to their culture.
Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Your customers have been forever changed by a perfect storm — the convergence of anxiety created by a resilient and tough recession, frustration fostered by too much high-tech service without high touch, and the power of being able to voice displeasure instantly to thousands via social media. Organizations that recognize the emerging “customer revolution” and adjust to this new normal customer will thrive; those that continue to use the "tired and true" methods of the past will fail. Today's customers are picky (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service). Customer expectations are 33 percent higher this year over last year. And, since word of mouse (social media) today has five times the impact of word of mouth, it takes rethinking strategies and tactics to select ones that change today’s “customer as king” into tomorrow’s “customer as partner.” It requires insuring frontline employees have the authority and capacity to effectively serve in a multi-channel environment. It involves reinventing experiences that create customer ease and delight resulting in loyalty or “stickiness.” Based on his best-selling book by the same title, this powerful, high-energy keynote draws on Dr. Bell's deep experience consulting with many of the elite service-providing companies plus his cutting edge customer research. Attendees learn proven techniques and tactics needed to drive business growth and reputation.
Partnership: Building Profitable Professional Relationships That Last
Distinctive service in the professional or B2B world can be vastly different than the approach used by a merchant to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise, the path to success has become a long-term, profitable relationship, not just a glitzy experience. When those you serve feel like valued partners in a power-free relationship, their expectations are more realistic, they are more forgiving of mistakes, more ardent advocates, and their economic investment in the firm or organization deepens. Research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, which retains the relationship. Even in the B2B world with its extreme price-sensitivity and the watchful eye of purchasing czars, the quality of the relationship has become a key component in how value is defined. Based on his international best-selling book Customers as Partners, Dr. Chip Bell’s insightful, fresh program provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.
Leaders as Mentors: Building Partnership for LearningIn a world where overnight
Obsolescence threatens skills and knowledge, success calls for creative ways to foster learning, improvement and everlasting experimentation. The new leader will focus on creativity rather than control and helping associates get smart, not just get ahead. Since learning requires trial and error, and leaders are the decision-makers on raises and promotions, how can a leader carry out an insight goal from an in charge role? Based on Dr. Bell’s international best-selling, award-winning book, this hard-hitting skill-building session arms leaders with new views of leveling the learning field while providing concrete perspectives and practical techniques for leading employee growth. The third edition (co-authored with Marshall Goldsmith) will be in bookstores Spring, 2013.
VP, Connecticut Light & Power
“Chip was great! He has so much energy and keeps everyone engaged. We were all enlightened and inspired.”
Meeting Planner, KPMG
“We sent post meeting surveys to participants. The most consistent response to “What did you like best about the meeting” was…Chip Bell.”
“Chip was the “talk of the town” for days following his powerful presentation at our annual national conference.”
President, Verizon Wireless
“I've heard dozens of customer loyalty speakers and thought I'd heard every tip. However, Chip Bell equipped me with a new set of tools in a fresh, enlightening manner.”
Service Magic: Practicing the Art of Amazing Your Guests
Monday, March 14, 2016
In this guest blog post, Chip R. Bell, a renowned keynote speaker and the author of several best-selling books, shares his unique perspective on a guest story from The Ritz-Carlton. Chip’s newest book is “Sprinkles: Creating Awesome Experiences Through Innovative Service.”
The Art of Service MagicThe creation of a memorable, positive guest experience—service so unique that it takes the guest by surprise and leaves them with a story to tell or tweet—is strikingly parallel in structure to fine stage magic. Just as a skilled stage magician is the master of audience enhancement, the service magician brings a touch of charm and delight to his or her guest’s day … even if just for the moment.
Service magic, like stage magic, is a set of skills developed through desire and mastered through thought and determination. Service magic separates the food carrier from the professional waiter or waitress who has a devoted clientele; the hair cutter from the personal stylist with an avid following. The service magician takes pleasure in the pleasure of others and in the practice of skillful service. Making the difficult appear easy draws applause for the stage magician; it draws gratitude for the service magician.
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How to Catapult Your Customer Partnerships to New Heights
Tuesday, August 11, 2015
It was a gorgeous early morning in midtown Memphis. I was hungry for an old-fashioned breakfast and tired of the hotel restaurant menu. Plus, the evening before the sole of my right dress shoe elected to separate from the shoe with so much as a friendly warning. So, I was also hungry for a shoe expert to get me ready for a late morning engagement.
Walking down Main Street a couple of blocks from the hotel, right shoe in hand, I encountered Mr. Chester in front of the Down To Earth Barber Shop. He had a broad smile, greying hair, impish eyes, and a face likely contoured by many long hard miles.
“I am looking for a great place for breakfast,” I told him. “That would be the Blue Plate Café around the corner,” he answered without hesitation. Staring at my dress shoe he continued, “What’s with the shoe?” I was so impressed with his warm, confidant style I had almost forgotten my cargo.
“And, I am also looking for someone who can repair this shoe in a hurry,” I told him. The shop behind him was dark and noticeably closed.
He proudly announced, “I’m the shoe man! I’m Chester.” I was feeling lucky.\
“What time do you open?” I queried. His answer was laced with charisma.
“Tell you what. If you’ll buy me a cup of coffee at the Blue Plate, I’ll have your shoe repaired by the time you finish your breakfast.” It seemed like a fair deal.
We walked a half-block to the restaurant; he got his coffee to go and disappeared. A half-hour later I was walking into his shoe repair corner of the Down To Earth Barber Shop. His face now looked like that of an artist who had just completed a masterpiece. The right shoe was perfect—complete with a fresh shine! As I left the shop, he called out, “Please come back to see me again, partner.”
“Partner” seemed like the perfect moniker for the brief relationship we enjoyed. He could have said, “Shop opens at 9.” He might have said, “I can have it ready by next Tuesday.” And, the transaction could have occurred with a normal trade—a shoe repair in exchange for $20. But, he charmed me into buying him a cup of coffee and then rewarded my generosity with what he could offer—a shoeshine at no extra cost.
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