What Chip Bell Talks About:
Value-added service is facing a dead-end street! As margins get more challenging, taking what your customers expect and just adding more is no longer the best path to growth and profits! Today’s winners focus on value-unique—creating those unexpected, simple but inventive ways to take their customers' breath away! Awesome 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, and profitable.
Based on Chip's national best-selling book The 9 1/2 Principles of Innovative Service and the just released Sprinkles: Creating Awesome Experiences Through Innovative Service, this lively, provocative keynotes draws on Dr. Bell’s 20+ years working with many of the world’s leading brands to help them stay ahead of their competition by maintaining ingenious customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for reinventing or reigniting the customer experience they deliver.
Customer Centric Operations
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 almost $650. Additionally, organizations 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 these operations 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 deeply loyal advocates.
Wired & Dangerous - How Customer's Have Changed
Today's customers are picky (all about value), fickle (slow to build loyalty; quick to leave on a hiccup) and highly vocal. With social media and their capacity to create an overnight bad reputation with a single tweet or snarky YouTube video gone viral, they can today be wired and dangerous.
This provocative and practical keynote arms attendees with the principles and practices to shift the customer from king to partner. Based on his award-winning and best-selling book Wired and Dangerous, Chip's powerful delivery and poignant examples will completely change your perspective on how customers have changed and what to do about.
Customers As Partners
Distinctive service, especially in the professional services 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 like law, medicine and accounting; the path to success has become a long-term, profitable relationship, not just a great 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 professional 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, powerful keynote provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.
Chip's keen and intuitive thoughts were spot on for our group!
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