About Chip Bell - World Renown Thought Leader on Customer Service:
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, 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.
Chip is the author or co-author of several national and international bestselling books including The 9 1?2 Principles of Innovative Service, Sprinkles: Creating Awesome Experiences Through Innovative Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, Wired and Dangerous: How Your Customers Have Changed And What To Do About It (winner of a 2012 Axiom Business Book Award as well as a 2011 IPPY Book Award), Magnetic Service (winner of the Benjamin Franklin Book Award), Managing Knock Your Socks Off Service and Managers as Mentors. His newest book is Kaleidoscope: Delivering Innovative Service That Sparkles.
He has appeared on CNBC, CNN, ABC, Fox Business Network, Bloomberg TV, NPR; his work has been featured in the Wall Street Journal, Fortune, Forbes, USA Today, Inc. Magazine, CEO Magazine, Fast Company and Bloomberg Businessweek. For the last three straight years, Global Gurus has ranked him among the top three keynote speakers in the world on customer service—two years in the #1 slot. The Chip Bell Group was in 2014 ranked #6 in North America among mid-sized consulting firms for leadership development.
Chip logs over 100,000 miles a year speaking to organizations on longterm customer loyalty and innovative service. He has served as a consultant or trainer to such major brands as GE, Microsoft, USAA, Exxon/Mobil, Cadillac, Duke Energy, KeyBank, Ritz-Carlton Hotels, IBM, Marriott, Fidelity Investments, Caterpillar, True-Value, McDonald’s, ShellOil, Harley-Davidson, Dole, Universal Studios, Accenture, LockheedMartin, Pfizer, Allstate and Verizon Wireless.
What Chip Bell Talks About:
Innovative Service: Strategies for Increasing Growth and Profits
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.
Leading 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.
Customers as Partners: Building Profitable Professional Relationships that Last.
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.
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.
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% 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 international 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.
Chip's keen and intuitive thoughts were spot on for our group!
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