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 audience’s 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, 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. Global Gurus has ranked him for the last three straight years among the top three keynote speakers in the world on customer loyalty—two years in the #1 spot. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, USA Today, Businessweek, Forbes, Money Magazine, Fast Company, Inc. Magazine, CEO Magazine and Entrepreneur. He has authored nine national and international best-selling books including: Managing Knock Your Socks off Service (now in its 3rd edition); Customers As Partners; Magnetic Service; Take Their Breath Away: How Imaginative Service Creates Devoted Customers: The 9½ Principles of Innovative Service; Wired and Dangerous: How Your Customers Have Changed and What to Do about It; and Sprinkles: Creating Awesome Experiences Through Innovative Service. His newest book is the best-selling Kaleidoscope: Delivering Innovative Service That Sparkles. His books have won major awards and been endorsed by the CEO or presidents of such companies as Zappos, Starbucks, Four Seasons Hotels, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Ultimate Software, WestRock Chick-fil-A, Wolfgang Puck Worldwide, Morgan Stanley, Nationwide, Dell Computer, Kimpton Hotels and Southwest Airlines.
To book customer service and innovation speaker Chip Bell call Executive Speakers Bureau at 901-754-9404.
Innovative Service: Strategies for Increasing Growth and Profits.
What do Google, Apple, Uber 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 two of his national best-selling books Sprinkles: Creating Awesome Experiences Through Innovative Service and The 9½ Principles of Innovative Service this lively, provocative session draws on Dr. Chip Bell’s 25+ 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.
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, based on two of his national best-selling books, Take Their Breath Away and Service Magic 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.
Customers as Partners: 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.
Seriously Sparkly Service: Making Innovative Service Profoundly Remarkable
Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today’s customers do not talk (remark) or tweet about good service; only experiences they find unique, special, and ingenious. Research shows value-added delight (taking what customers expect and adding more) will not provide a solid ROI. But, value-unique (delivering an unexpected, compelling surprise) creates animated advocates and fuels bottom line impact. Based on Bell’s newest book, Kaleidoscope: Delivering Innovative Service That Sparkles, this high-energy session provides the tools, tips and techniques for leading and delivering innovative service that sparkles.
CEO, Quaker Steak & Lube
“The conference overall was a huge success, but you were undoubtedly the ‘Bell of the Ball.’ Even our board member present at the conference, who is an extremely tough critic, was blown away by your presentation.”
President, Nationwide Insurance
“Your keynote was really great. I'm speaking with my team about some other events. That presentation was exactly on point. Looking forward to seeing you again.”
CEO, JC Penney
“Thank you for a truly outstanding, motivating keynote at our national store managers conference.”
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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