Meet Chip Bell
Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving his audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice. 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 600 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, Money Magazine, USA Today, CEO Magazine and Entrepreneur. He was a highly decorated infantry unit commander with the elite 82nd Airborne and taught guerilla tactics at the U.S. Army Infantry School.
He has authored eight national best-selling books including: The 9 1/2 Principles of innovative Service, Wired and Dangerous: How Your Customers Have Changed and What to Do about It; Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Sprinkles: Creating Awesome Experiences Through Innovative Service. His newest book is Kaleidoscope: Delivering Innovative Service That Sparkles. His books have won numerous major book awards and been endorsed by the CEOs or presidents of such service greats as Zappos, Starbucks, Four Seasons Hotels, Ritz-Carlton Hotels, UPS, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Kimpton Hotels, and Southwest Airlines. For the last three straight years Global Gurus has ranked him in the top three best speakers in the world on customer service—two years in the top slot.
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. Global Gurus ranked Chip both in 2014 and 2015 as the #1 keynote speaker in the world on customer service.
Serious Sparkly Service
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 (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 bestselling book, Kaleidoscope, this high-energy session provides the tools, tips and techniques for leading and delivering innovative service that sparkles.
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.