Innovative service: strategies for growth and profits starts by providing value unique service that is unexpected and helpful to the customer. Chip Bell shares how you can create brand evangelists by getting customers to feel ownership of your brand.
Chip R. Bell is a renowned keynote speaker and the author of several best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Wired and Dangerous, The 9½ Principles of Innovative Service and his newest book, Sprinkles: Creating Awesome Experiences through Innovative Service.
Global Gurus ranked in both in 2014 and 2015 as the #1 keynote speaker in the world on customer service. HR.com ranked him among the top 30 thought leaders in North America. His work has appeared in Fortune, Forbes, Entrepreneur, Inc. Magazine, Leader to Leader Magazine, CEO Magazine, Fast Company and Businessweek. He can be reached at www.chipbell.com.
Podcast Theme & Synopsis
I once opened for the Back Street Boys.
Today’s fade is tomorrow’s antique.
Empowered ignorance is anarchy.
Think Like A Journalist Quote
Strength and growth come only through continuous effort and struggle. –Napoleon Hill
Chip is passionate about customer service because he is a customer. That’s why he’s made it his life’s work to create a culture where people deliver quality service every day. His career highlight: watching his books hit the bestseller list.
When It Didn’t Work!
Chip was invited to work with a hotel casino in Las Vegas. The casino wanted to move to a customer-centric style. The problem is Chip didn’t agree with the casino’s core values. Chip walked out on the consulting deal because it was not the kind of organization that he wanted to work with.
Innovative Service: Strategies for Growth and Profits
- Value unique not value added: what can you do that’s unique and unexpected for your customers.
- Stay up-to-date on your customer: customer expectations are up 30 percent from the year before (2015).
- Find creative ways to make a customer’s experience better.
- Treat employees like your most important customers.
- Empower your front line: but it doesn’t mean give them unlimited license. Balance stewardship with responsibility for the business.
- Look for opportunities to include your customer, create ownership. Make them feel like partners.
- People care when they share.
Watership Down, Richard Adams
The Purple Cow, Seth Godin
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