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 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.
Wired and Dangerous: How Your Customers Have Changed & 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 their 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 old "tired and true" methods of the past will fail. And, since word of mouse (social media) today has five times the impact of word of mouth, it requires rethinking strategies, tactics, philosophies and practices. Based on Bell’s international bestselling book, attendees learn proven techniques needed to drive business growth and reputation. The book won both a 2012 Axiom Business Award and the 2012 IPPY Book Award. It was the #1 best-selling customer service book on Amazon.
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 best-selling 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.
Leading Innovative Service
Go behind the scenes in those organizations renowned for inventive and imaginative service—Kimpton Hotels, Google, Apple, Brown-Forman, FitBit, Yelp--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.
Leaders as Mentors: Building Partnership for Learning
In 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)is now available in bookstores and your favorite online retailers.
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. 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 600 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 Business, 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.