Strategies for Increasing Growth and Profits
What do Google, NetFlix, Apple, Nike 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 three of his national best-selling books The 9½ Principles of Innovative Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Service Magic: The Art of Amazing Your Customers, this lively, provocative session draws on Dr. Chip Bell’s 20+ 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. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the customer experience they deliver to those they serve.
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 has 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.
Customers as Partners
Building Profitable Professional Relationships that Last
Distinctive service in the professional or business-to-business (B2B) world can be vastly different from the approach that merchants use to win a consumer. For the B2B 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 the people you serve feel like valued partners in a power-free relationship, their expectations are more realistic: They are more forgiving of mistakes; are 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—that 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 bestselling book Customers as Partners, Chip Bell’s insightful, fresh program provides audiences with provocative yet practical tools, tips, and techniques to build 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.