What Chip is Passionate About
Innovative Service: Strategies for Increasing Growth and Profits
What do Google, Apple, Canadian Tire 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.
Why You Need Chip
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, Globe and Mail, Vancouver Today, Financial Post, Businessweek, Forbes, Money Magazine, Fast Company, Biz Magazine, 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 Four Seasons Hotels, Hydro Ontario, Zappos, Starbucks, 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.
Why You Will Love Chip
“A sincere thank you for a wonderful presentation. Our retailers really enjoyed and benefited from your message. Thank you also for the obvious preparation that went into your remarks.”
CEO, True Value Hardware
“Thanks for taking the time to understand our business. It had a great impact on the audience when you made it relevant to them on a day to day basis and what it meant to them in their field of work. You were a huge hit!”
VP, Cargill Canada
“On behalf of our entire organization I’d like to thank you for your inspiring presentation. You captured our strategy perfectly.”
General Manager, Monsanto Canada
“Your presentation on Customers as Partners was nothing short of amazing. Our leaders are still talking about it and how they can practice what you preached.”
SVP, Bell Canada
“The feedback from your keynote has been extremely positive. It was a pleasure having you guide our Rogers management through a session on customer service driven thinking.”.
Division Manager, Rogers Communications
“You have made me a ‘customer evangelist’ and I’m carrying the flag wherever I go. Your energy was contagious along with your award-winning content.”
Global Marketing Director, Accenture
“We have been doing a major annual conference for many years. Chip was the best speaker we have ever had. Our audience of 600 gave him very long standing ovation.”
“Chip Bell’s presentation was wonderful. His message was effective and on point, and our partners were both impressed and entertained with what they heard.”
Partner, Locke Lord Bissell & Liddell, LLP
“Chip Bell’s presentation at our international management conference was extremely well received. He was relevant and incorporated our business issues into his keynote.”
Senior Meeting Planner, Hertz Corporation
“We sent post meeting surveys to participants. The most consistent response to “What did you like best about the meeting” was…Chip Bell.”
Meeting Planner, KPMG
“Chip was the “talk of the town” for days following his powerful presentation at our annual national conference.”
“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.”
CEO, Quaker Steak & Lube
“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.”
President, Nationwide Insurance
“I can’t thank you enough for the renewed energy and spirit you gave the leadership team. You were terrific!”
President, Victoria’s Secret Catalogue
“Thank you for your excellent presentation at the Northrop Grumman Shipbuilding Executive Leadership Meeting. Your keen and intuitive thoughts were spot on for our group.”
President, Northrop Grumman Corporation Shipbuilding
“Your keynote was truly inspiring! You were clearly the hit of the World Management Conference.”
Senior Director, McDonald’s Corporation
“Thank you for a truly outstanding, motivating keynote at our national store managers conference.”
CEO, JC Penney
“Your amazing keynote presentation was certainly the highlight of the day and had all of my executive management team talking.”
CEO, Hydro Ottawa
“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.”
President, Verizon Wireless