July 5, 2018

"Winners are the innovators willing to take risks and boldly go beyond what peers are unlikely to even try," I write in my latest SmartBrief: Leadership piece. Click why it pays to be an “innovation skinny dipper”!

July 2, 2018

Have you conducted a "customer freedom audit?" Doing so can eliminate unreasonable and senseless restrictions on customers' capacity to get what they want, when they want it, the way they want it from your organization.

June 26, 2018

Honored that Forbes Columnist Bryan Pearson featured my thoughts on value-unique customer service: an out-of-the-ordinary gesture or sensory experience that instills in the shopper an “appropriate but unexpected positive memory.”

June 20, 2018

"Why are executives listening more now? Customer service expert Chip Bell says that while companies care about good service, they’re also afraid of the power of unhappy customers’ voices."

June 20, 2018

In this conversation with Inc Columnist Peter Economy, I explain why mentoring is a vital part of the 'learning organization.'

June 14, 2018

"If you want really happy customers, you've got to do something to wow them. Here's how."

Second Quarter 2018

Your customers' expectations have been raised. Click to read my guest piece at PEI Journal to see how simple satisfaction is no longer the norm.

May 21, 2018

Honored to be included in this list and for the praise: "Bell seamlessly ties customer service to customer retention and guides readers through the connection between the two in his posts."

May 21, 2018

Core values are meaningful statements that define what’s important to your business and govern how you conduct it. I’m at #22 in the link to, touting Touchstone Communities’ TouchPOINTS.

May 15, 2018

I am honored to share lessons my mom taught me, to support Jeanne Bliss' newest book, Would You Do That To Your Mother?

May 11, 2018

If you thought you knew what great customer service is, think again. Better yet, tune into this special edition of Leading the Way as Chip Bell shares powerful cutting-edge ideas and unique strategies for improving the customer experience.

April 24, 2018

Honored to be among the customer experience experts that Lumoa's Anna Pogrebniak asked for an opinion on the Net Promoter System® (NPS).

April 18, 2018

Three components of innovative or inventive service can make you a "customer whisperer."

March 23, 2018

Every good company wants to provide excellent customer service, but it’s not always easy to balance that with other business needs and goals. Chip R. Bell is among the customer service experts asked to share quotes (#25 and #65) that he lives by.

March 20, 2018

While convenience and cost are often cited as reasons that many customers say they like to shop from a smartphone, tablet, or desktop, you can’t beat offline sales for creating a better customer experience.

March 9, 2018

Servant leaders serve, not because it is what they are supposed to do, but because it is who they are. Read more from Chip R. Bell about how the words from a client echoed what it means to be a servant leader.

March 1, 2018

In this guest column, Chip R. Bell offers three types of customer dissonance — cognitive, sensory and values – you can recognize and correct so you don’t leave your customers in a “fog.”

February 21, 2018

PSNI Supersummit keynote speaker Chip Bell says customers will remember AV experiences long after they pick out the AV gear and pay the bills for it

February 12, 2018

Chip R. Bell offers 10 of 27 tips in this The Ladders article on public speaking.

January 29, 2018

A “Thought Leader” is someone who is more than simply an expert. It is someone who people within an industry turn to for guidance, ideas and inspiration. Click for Chip R. Bell’s 5 most important things needed to become a thought leader.

January 26, 2018

Chip Bell


Its [Amazon's] sweet spot is their reliance on technology; their Achilles heel is their reliance on technology.


“What are the most crucial qualities of a great leader?” was the question from an armchair participant, shot point-blank at her charismatic CEO.


Too many companies rely an annual survey for all the data. Here are 10 off-the-beaten path methods worth considering...


Four general session speakers, including Chip Bell


Chip Bell’s (listen to Chip’s episode) unit was in an ambush site during the Vietnam War.


By locating more distribution centers closer to consumers, Amazon is even altering the definition of "later delivery" to "this afternoon" instead of overnight.


Chip R. Bell (, Customer Loyalty Consultant, had something similar to say about super angry customers.


United Airlines security drags a passenger off a plane in Chicago and the incident becomes overnight viral mania.


Chip Bell of Chip Bell Group reminds us that after dark, all cats are leopards and shares what can a cat teach you about how to live life at the peak of success.


“The single most effective tactic to win at customer centric marketing is…”


Find the Fire: Ignite Your Inspiration–and Make Work Exciting Again


#18 “Creativity,” said philosopher Erich Fromm, “is the courage to let go of certainties.” It is harder for CEOs than for their young kids.


Here are four “catlike” quotes that will help you blaze a path to success.


Leadership is undergoing a metamorphous in our democratic culture.


Vow to make this time more gestures of generosity that are loud and proud. Make them pronounced, not subtle; infectious, not just responsive.


#7 Creating Every Day and Accountability


Customer-centric means the organization is centered around the customer.


Who could argue against the Six Sigma payoff, with its confidence-building rigor and mathematical prowess? What gets measured gets done... at least at work.


Here are six simple ways to deliver stress-less service that matches the true sentiment of the season.


Customer Service Tip: Put Their Senses to Work


Tip #19 Learning from customers (and through customer intelligence), which initiative customers would select if asked to choose.


Here are five practices to transform your vendor-meeting planner relationship into one that yields synergy, commitment and success.


Effective leaders perform many roles. They shape the vision and direction of the organization. They inspire, align, support, mentor, champion and celebrate.


It is popular to talk about disruptors of business enterprise today. Business leaders in demand are those who lead bold, innovative companies—Tesla, Google, Amazon, even Uber.


What if you delivered an experience that was totally out of this world…at least, out of your customers’ worlds?


When serving others…think of service as gift-giving, without obligation.


Here are seven suggestions for meeting planners from the business side of the lectern


Chip Bell joins Jim Blasingame to reveal that you can make unhappy customers glad again without giving the store away – all it might take is just making a reasonable gesture.


Welcome back to the Let’s Grow Leaders Frontline Festival. This month’s festival is about employee engagement in relation to customer service.


Renowned author Chip Bell, repeatedly ranked by Global Gurus as the top speaker in the world on customer service, is the latest presenter to join the i4cp 2018 Conference


Walk into Sewell Lexus in Dallas, Texas. A huge overhead light shaped like an upside-down diamond…bathes the bone-colored tile of the showroom in a soft glow.


Products involved in an impulse buy usually have some "eye catching" feature and are smartly positioned where a roving eye, bored by the wait, cannot miss.


All customers at one time or another can fall into bad moods, get cranky, highly irritable or even fly off the handle a bit.


The best way to make sure automation really is improving your CX is to ask customers for feedback. One of Customer Service Keynote Speaker Chip Bell’s top automation tips is:


A really great story bears retelling. And, the one about the CEO of Charles Schwab failing a one-question exam in his senior year in college is profoundly poignant about what really matters to be a great leader.


Customer centric leaders know that customer behavior is the source of their success.


True confession…I grew up being labeled spunky by my teachers. I was bouncy, high spirited, and determined.


Customer journey mapping is a widely used and impactful technique that can help you make better product, marketing, UX, and merchandising decisions.

August 15, 2017

Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to create value-unique experiences.

August 1, 2017

The writing of the book is exhilarating. I love all aspects of it—sales and marketing, publicity, and opening the printed book for the first time.

July 28, 2017

Great leadership can channel the fire of change into resilient growth able to weather an increasingly competitive landscape.

July 26, 2017

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.

July 25, 2017

Most retail experiences start with what we see. Make every detail of customers' visual experiences match to "script" of your business.

July 19, 2017

“Witness” leaders emphasize personal and professional growth by recognizing employees whose performance stands out and then using them as mentors of others.

July 12, 2017

Focus on loyalty—what makes customers buy more, trust more, forgive more, and advocate more. Retention is not the gauge; elevated positive behavior is.

July 11, 2017

Giving a “sursy” is a lot like “dating” your customer. What if your customers received similar treatment?

June 27, 2017

You and your team are in this for the long haul, and 15 minutes a day is a small price to pay for creating sustainable excellence.

June 26, 2017

Does your customer experience make customers feel valued and important?

June 19, 2017

One of the key roles of a leader is to provide inspiration—to be a fire starter–igniting passion and commitment.

June 12, 2017

When you create an experience that is surprising and unexpected, it gets people talking.

June 8, 2017

The pinnacle of loyalty are customers who go out of their way to advocate for a brand or enterprise to a friend, family member, or strangers.

June 7, 2017

Spice up your functional interactions and encounters with your customers by adding a large helping of boldness!

June 7, 2017

Your leadership acts as a witness to your purpose — tell the tale about whether it is a purpose you pronounce versus one you practice.

June 6, 2017

Customer communication is the pipeline to your success. Open the gates and let your customer prospects come in!

June 6, 2017

Trust is the glue that binds all relationships. Without a climate of trust, organizations can’t deliver the type of service that fuels customer loyalty.

March 18, 2017

Great leaders know that if they take care of the relationship, results will follow.

May 17, 2017

Sometimes we don't pay attention to the more emotional subjective side of the human equation that we call customer service.

May 8, 2017

How can you deliver stouthearted service in a fashion that makes your customers want to become enthusiastic advocates for your brand and organization?

May 7, 2017

We know a company is telling the truth by their history of promise keeping.

May 4, 2017

Today’s followers need passionate connections from leaders who come soaring from the heart to awaken boldness.

May 3, 2017

Customers enjoy “grazing” in the fields of choice. They relish countless options and enjoy the security of personalization.

May 3, 2017

Leadership unleashed is a demonstration of confidence with every ounce of timidity or reserve removed.

April 28, 2017

Your front-line employees hold the keys to boost your customer experience.

April 28, 2017

Trust building comes through actions and attitudes, not through policies and procedures.

April 27, 2017

Consumers don’t talk about good service — they talk about unique service.

April 24, 2017

Finding innovative ways to make your service experience different from what others offer can be a key to building loyalty.

April 18, 2017

When leaders bring the front-line's special perspective into the boardroom, it leads to a much richer understanding of what matters most to customers.

April 18, 2017

Clients remember who you are and what you stand for long after they have forgotten what you recommended or where you came from.

April 18, 2017

Customers have many options; we should thank them for choosing us.

April 15, 2017

Are you bold enough to make fun an integral part of your customer experience?

April 11, 2017

Even if you can’t always give customers what they want, you can always give them a great service experience.

April 10, 2017

Having a way to reach customers on-the-go is crucial to influencing buying behavior when customers are in a buying mood.

April 10, 2017

Respectful service starts and ends with a clear and present devotion for customers.

April 9, 2017

Conduct a focus group with customers, gather key comments, and use them to understand the voice of the customer.

April 6, 2017

The future of customer service will be characterized in part by a stronger and more pervasive reliance on experts.

April 6, 2017

Flag-honoring leaders spend time conceptualizing the vision, communicating that vision, and acting in ways that both reflect and reinforce that vision.

April 3, 2017

Customers want a demonstration that you know and understand them.

April 2, 2017

Value unique is doing something that is totally unexpected to the customer; it is simple but ends up being a surprise.

March 27, 2016

Prefacing your query with “I need your help” or “We are eager to improve your experience” signals to customers your interest is in learning, not a convoluted way to sell something.

March 20, 2017

Enhancing the worth of the server-to-customer exchange—value-added or value-unique—comes from the spirit of generosity.

March 20, 2017

Customers also need to hear words that let them know you understand how they feel—that you appreciate why they are upset or frustrated.

March 20, 2017

Today’s customers expect experiences to be sparkly and glittery with a cherry on top. They want niche, craft, small batch, specialized, and personalized.

March 16, 2017

When was the last time you had a profound customer service experience?

March 13, 2017

If there’s one thing that separates those who do things in an average way and those who do those same things in an extraordinary way, it’s passion.

March 13, 2017

If you give your customer the best that you have, the best will come back to you.

March 7, 2017

Value unique can come from the smallest of things, but helps people remember the experience.

March 7, 2017

Kaleidoscope, the concept, is that while every customer service event is unique, they are created by a limited number of basic principles.

March 3, 2017

What are the core beliefs that drive value-unique, innovative service?

March 3, 2017

Customers are constantly changing — today’s fad is tomorrow’s antique.

March 1, 2017

How can you keep customers from leaving to go somewhere else? Here are a few tips.

February 21, 2017

Wise leaders understand the difference in inspiration between foreseeable value-added and random value-unique.

February 26, 2017

The metaphor of the kaleidoscope helps us see new ways to deliver service that is both innovative and memorable.

February 22, 2017

How can you deliver customer service like a Kaleidoscope?

February 21, 2017

Practice behaviors that create the stories you want others telling about you.

February 21, 2017

What is the best way to get your customers to truly become your advocates?

February 21, 2017

Innovative service leaders know their front line is not only the ambassador of the organization; they are vital scouts with real-time insight into what matters to customers.

February 17, 2017

What are ways you can gain a three-dimensional perspective on your customers' experience?

February 17, 2017

Trust comes from a clear and present demonstration that you seek to know your customers’ hopes and aspirations, not just their needs and expectations.

February 16, 2016

Great relationships—whether personal or professional—are fueled by affirmation. Nurturing the bounty of customer loyalty requires more than proper cultivation and seeding.

February 16, 2017

An attitude of abundance is more the belief that if we employ a giver mentality, the customer will take care of the bottom line. It is leading with an orientation of selflessness—of focusing on the customer first, not on the bottom line.

February 15, 2017

What is your vision for the kind of service experience that you want to consistently deliver to customers?

February 15, 2017

Kaleidoscope service can be the light at the end of dreariness if it targets the customers' hearts, not just their wallets.

February 15, 2017

Most customer definitely want something special. Give your customers a Lake Lure experience and watch them “check-in” with you again!

February 15, 2017

Innovative service is unexpected, off the beaten path service. It delights because it is distinctive, not just excellent.

February 15, 2017

Employees do not watch your mouth; they watch your moves.

February 14, 2017

Opposites can be the birth of innovative service‹the kind customers experience as having the charm and attraction as a toy kaleidoscope!

February 14, 2017

If leaders cause employees to feel like obedient worker bees instead of enthusiastic fireflies, we rob relationships of spirit, optimism, and excellence.

February 14, 2017

Time is the gatekeeper to the important portals of our lives. It governs access to what we want or need, when we want or need it.

February 14, 2017

It is time to get out of the plain vanilla service business. Take the gloves off your customers’ experiences and go a little wild!

February 14, 2017

Kaleidoscopes engage you on so many levels. It’s not just the colorful and charming visual fireworks it the fact that you have to turn or shake the toy to get them. It compels as it enchants.

February 14, 2017

Trust comes from a clear and present demonstration that you seek to know your employees’ hopes and aspirations, not just their needs and expectations.

February 14, 2017

The creation of innovative products and the delivery of kaleidoscope service require a crucible for experimentation, curiosity and boldness.

February 14, 2017

Turning ho-hum service into a compelling story customers are eager to share requires bringing back a setting lined in trust; a place filled with joyful innovation.

February 14, 2017

The customer knows you care when you go the distance on their behalf, when you refuse to stop until the customer is happy, and when you demonstrate the customer (not the cash register) is the center of your work world.

February 14, 2017

Warriors of service bring joy and delight, not just help and assistance. Warriors deliver unexpected surprise, not just plain old good service.

February 13, 2017

Using the symbol of a kaleidoscope, Bell brings us to a world where we can, with a small metaphorical twist, create a new view on how customers can best be served.

February 13, 2017

“Enchantment” and “passion” are like colored stone bookends of your service. Each colored glass has a unique benefit for innovation and unusual service that makes up the kaleidoscope of customer service we expect as consumers.

February 13, 2017

Customers are bored with "pretty good" service. They do not speak or tweet about good service; only service experiences that create a story to tell.

January 9, 2017

Chip Bell featured on CCW Digital as a 2017 a top customer experience influencer.

February 9, 2017

When was the last time you felt completely satisfied, content, and even excited about your customer experience.

February 7, 2017

Customers today value substance over superficial, character over cosmetic. While they may enjoy service providers with charm; they trust service providers with soul.

February 3, 2016

Customer empathy comes not from greater customer information but from deeper customer insight.

February 3, 2017

“Good” is the key to customer retention; but “unique” is the secret to customer advocacy. Kaleidoscope service is enriching, inspiring, inclusive, unique and sometimes downright ingenious.

February 1, 2017

Chip Bell reveals how to offer service that makes customers swoon and become zealous advocates.

February 1, 2017

Customer service guru Chip Bell reveals how to offer service that makes customers swoon and become zealous advocates.

January 21, 2017

Tasks are important; rules are essential. But, revenue comes from customers. Innovative service leaders encourage and empower employees to put customers first; not procedures.

January 13, 2017

Are your frontline ambassadors just performing tasks until quitting time or are they warriors eager to show customers the very best?

January 13. 2017

Good customer service isn't hard to find, but service so outstanding that customers feel compelled to talk about is much more rare.

January 11, 2017

Time is the gatekeeper to the important portals of our lives. It governs access to what we want or need when want or need it.

January 9, 2017

The emerging link between patient satisfaction, quality scores, and payment models has led practices to focus on implementing new customer service techniques.

January 3, 2017

What could be more rewarding than helping customers purchase a product that brings such joy and pleasure?

December 22, 2016

Meeting the challenge of rising expectations requires rethinking the role of those employees who are face-to-face, ear-to-ear and click-to-click with customers.

December 22, 2016

Trust comes from a clear and present demonstration that you seek to know your customers’ hopes and aspirations, not just their needs and expectations.

December 20, 2016

Spirit-full leaders let go of proving who they are in exchange for being who they are. They are givers whose curious interest in others drives them to be completely absorbed in whoever is on the other end of their conversations.

December 19, 2016

Chip R. Bell Ranked #4 On Top 50 Thought Leaders to Follow Twitter.

December 14, 2016

The key to improving customer experience is to listen deeply to what customers need and expect, but stay keenly attuned to what they hope and desire.

December 13, 2016

Chip Bell joins Jim Blasingame to reveal that as much as you work on strategies and facts and figures to get customers to buy from you, they’re basing their decision on perception, not fact.

December 9, 2016

It was a great move to signal the importance of service to employees, reaffirm a commitment to their customers.

December 2, 2016

If you’re considering customer experience software, avoid making these grave mistakes by reading what our experts had to say about the most common blunders companies make when purchasing CX software.

November 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros.

November 21, 2016

Learning should be the primary goal of a mentor–mentee relationship. Such an attitude helps companies and organizations be more competitive overall.

November 17, 2016

Chip's presentation, Seriously Sparkly Service: Making Innovative Service Profoundly Remarkable, will demonstrate the importance of leader based customer service.

November 17, 2016

How can wisdom be hardwired into customers’ contact center experience? It is grounded in four key principles of effective customer mentoring best practices.

November 17, 2016

People take their cue as to a change effort’s importance by the manner they witness leaders consistently acting congruently with the needed change.

October 11, 2016

What is human performance unleashed? What features might we find? What are the lessons for leaders who want to enhance such extraordinary performance?

October 6, 2017

In this webinar interview, Chip discusses why it is important to understand what your customer expects in order to deliver ‘Unique, Unexpected Experiences’.

October 11, 2016

How about a gift catalog that lets the aggrieved customer pick their own symbolic atonement?

October 14, 2016

"The theme of this Twitter study is all about engagement—customer to business; business to customer. Customers value emotional connections and a tweet carries a connotation because it is powered by a person, not a computer, with a sense of urgency and caring," says Chip Bell, customer service expert and author.

October 17, 2016

The benefits of this program are far reaching. The company promotes collaboration in the communities in which they serve, while participating hotel guests gain a sense of accomplishment through participation in socially responsible activities. But most importantly, the program serves to provide a vital helping hand to those in critical need.

customer service keynote speaker image

September 19, 2016

“Mozarts,” while often the owners of larger than normal egos, need little public affirmation. They do want credit.

September 14, 2016

If the customer experience you help to create were filtered through a prism, like the colors of the rainbow, what might it contain?

September 15, 2016

Rome wasn't built in a day and neither was much else that we consider valuable.

September 9, 2016

We will always need human reps with their unique capacity to be creative to remain in control.

September 3, 2016

Henry Royce led with such purpose and conviction that the dream became a modern day reality, one not possible without inspiring the fledgling Roll-Royce team to dream big and lead with a spirit of service unleashed!

August 26, 2016

How a South Carolina contractor uses an innovative approach to win over customers.

August 29, 2016

Give your residents the best that you have, especially when they have been disappointed, and they will give their best back to you.

August 15, 2016

This podcast is loaded with informative, entertaining details about the importance of increasing your brand loyalty, getting to know what really appeals to your customer and how to improve your business by outsmarting—not outspending—the competition!

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August 18, 2016

Leadership is not about the pursuit of assumption. We all know the result when we dissect the word “assume.” Leadership is about leading everyone using a set of values that reflect the best of who we are as people.

August 5, 2016

Service works when it enriches the exchanges. Customers feel valued when the service provider delivers something special to the encounter.

July 29,2016

Self-service may be on the rise, but that doesn't mean contact centers are on their way out

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July 20, 2016

Change can cause people to feel tossed around. The truth is, they are. Change is about movement—leaving an old space deemed no longer effective for a new one.

July 20, 2016

14 tips para elegirlo y desarrollar tu carrera

July 13, 2016

Ever had a maitre’d, waiter or waitress saunter up to your table and ask the ubiquitous “How’s everything?” and even though you were unimpressed and under whelmed, you said “Fine?” Congratulations – you are not alone.

June 29, 2016

There is one unifying thing which all businesses must have in order to succeed. It comes before having a solid marketing plan, beautiful branding, and even an amazing product. All of that is secondary to this one thing – good customer care.

June 29, 2016

Why “Soft Skills” are Key to Customer Service Success

June 21, 2016

Chip Bell joins Jim Blasingame to discuss the concept of treating customers like they’re getting no respect anywhere else and they’ve come to you to turn their day around.

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June 17, 2016

The problem with leaders as role models is the assumption that followers need a parental figure to look up to and emulate.

June 13, 2016

Recently, I had an appointment with my dentist for my semi-annual dental cleaning. My dentist, Dr. Norm Lee, is a big fan of “only cleaning the teeth you plan to keep!” I got more than clean teeth; I got service with sprinkles.

June 7, 2016

Patients today are no longer dependent, obedient people who suffer “white coat syndrome” when “I’m DOCTOR Jones” enters the room. Patients today are not only empowered, they have expectations of great service, not just functional service.

June 7, 2016

Mentoring works most effectively when mentors approach their role with the recognition they are resolving four crucial challenges. How mentors negotiate these turbulent waters can determine if the mentoring relationship is smooth sailing or choppy navigation.

June 1, 2016

Humility comes from letting go of what others think and embracing who we are and who we were meant to be. It is serving with conspicuous genuineness.

June 1, 2016

In an industry often criticized for poor customer satisfaction, T-Mobile rose to the top, beating out competitors AT&T, Verizon, and Sprint in the American Customer Satisfaction Index.

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May 18, 2016

Great leaders are willing to go against the tide. Too many leaders today have been inundated with the innumerable ways they can violate employee rights and infringe on the sanctity of good public relations.

May 17, 2016

Every innovative organization needs a few “Mozart’s.” They can make us better and more vigorous. Sure, they are complex, challenging, and downright difficult. But, they can springboard the organization to greatness.

May 5, 2016

Rowdy customers can try the patience of the most calm and tolerant business owner. How to deal!

May 3, 2016

Memorable leaders call up in each of us a visit to the raggedy edge of brilliance and the out-of-the-way corner of genius.

April 28, 2016

In addition to being personally beneficial, mentoring is a way to help cultivate and improve a profession that you are passionate about.

April 15, 2016

As automated customer service interactions become more sophisticated and mainstream, there will still "always" be a need for customer service agents.

April 18, 2016

Leadership today is about fostering the illogic of innovation, the irrationality of passion and purpose, and the instability of change. Holding on to stupid rules restrains us from the adventure of advancement.

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April 14, 2016

Like battlefield execution, without the up close and personal role of frontline warriors, mechanized drones and big data will never reveal the whole truth. It takes “boots on the ground.”

April 10, 2016

Great relationships are about affirming relationships more through ebb and flow than give and take.

April 9, 2016

We all know procedures can be important—especially in industries that are highly regulated like health care, financial services, utilities, etc. However, your customers will remember how you made them feel long after they have forgotten what you did.

customer service keynote speaker image

April 1, 2016

This month we are featuring Leading Voice Chip Bell, author, renowned keynote speaker on innovative customer service, and consultant/speaker to such organizations as Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton, Caterpillar, Verizon, USAA, Harley-Davidson, and Victoria’s Secret.

March 31, 2016

Be distinctive. Experience lagniappe is out there. It doesn’t require that much in the way of financial investment, innovation or ingenuity. Just a willingness to ‘think customer’, and consistently execute just a bit outside the box.

March 16, 2016

Spring break can try the patience of the most patient, tolerant merchant. Locals have learned to alter expectations during this annual escape from control and order. Yet, it can become the spring of revenue instead of the season of breakage when students are treated like valued guests.

March 25, 2016

The route to creating a positive service relationship with customers requiring service without direct contact is to simulate the quality of a partnership.

February 27, 2016

Great service brings your guests back, but great service with magic and wonder turns guests into enthusiastic advocates eager to sing your praises to all who will listen. Look for ways to bring a bit of service magic to those you serve.

February 26,2016

on’t let your customer event fizzle like a balloon overnight. Turn it into a hit with thoughtful planning and careful attention to your guests.

February 22, 2016

Never view a service encounter as a single transaction, but rather as the start of an important relationship.

February 10th, 2016

Loyal customers act as a volunteer sales force, championing you to others. The formula for creating loyalty comes through understanding customers, including them, assuring them, teaching them, and surprising them.

February 12th, 2016

Smart organizations–those that retain the best customers the longest time–understand this trust gap can never be taken for granted.

February 7th, 2016

There is a creative person inside each of us waiting to emerge and make service gourmet in an innovative way.

February 10th, 2016

As customers, we all want service that is good—meaning it successfully fulfills our needs or accomplishes the outcome we seek. But, we remember service that comes with an experience that gives us unexpected pleasure.

February 2, 2016

Advisers should be crafting experiences that are distinctive and memorable

January 7, 2016

The value-unique service experience is one very likely to make customers smile and tell a story.

January 4, 2016

Resolutions can become elements of a professional contract, not just a good intention. They should be infused into our performance standards and incorporated into our accountabilities.

December 8, 2015

What if your customer’s holiday experiences were as innovative as they were generous? Innovative service is to a customer’s experience what sprinkles are to a cupcake.

December 3, 2015

Consultants who make it beyond their first few “lean and mean” years get to taste the rewards of freedom, despite have to face the anxiety of “what if I fail?” They acquire a devotion to the rhythm of riding their purpose, unshackled from the slavery of following a conventional schedule.

December 8, 2015

The holiday shopping season is upon us, and those who forge new customer habits through compelling customer experiences will win both the sales and the relationships.

December 4, 2015

elling and providing good service to customers is essential for any business to be viable in the long term. After the time and hard work it often takes to close a sale, the thought of

December 3, 2015

We are reaching the limits of value-added service (taking what customers expect and adding more). It is time for value-unique. And while there is an obvious ceiling on generosity, there is not limit to the ways to be ingenious.

December 2, 2015

Hanging onto anger and being unable to forgive, drains you and those around you of energy and peace. Here is how I learned the art of forgiveness.

December 8, 2015

The obvious connection to Santa is the message of generosity—always an important dimension of great leadership. The holiday day season underscores the significance of compassion, peace and good will--all necessary cultural ingredients for a growing organization.

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December 1, 2015

Take the gloves off your customers' experiences and go a little wild! You will be the talk of the town and the toast of your customers.

November 10, 2015

Service that is value-added is a delightful gesture of generosity; service that is value-unique is styled of ingenuity. While we all enjoy extras, service with imagination is compelling and captivating.

November 17, 2015

But to be effective a leader’s influence needs to be noticed and considered. It needs to provoke some action or attitude.

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November 9, 2015

Customers often complain about the commercialization of holiday shopping. At one level it seems like a pointless assessment--it is suppose to be commercial. But, what customers are really fretting about is the dissonance between the holiday spirit and their shopping experience.

October 28, 2015

If you work with people, I encourage you to take the 30 minutes to watch our interview, and to buy yourself – each member of your team – a copy of this book.

October 15, 2015

Service processes need to be understood not only through the lens of what customers are experiencing…moment-to-moment

October 8, 2015

Innovative service takes energy, resilience and initiative. It means showing the courage to be imaginative when the easy route would be delivering ho-hum routine service. It means using creativity and extra effort to thrill a customer when the safe route would be simply to satisfy that customer. - See more at:

October 2, 2015

Customer service is anthropological. As customers, we all look for symbols, artifacts, language and customs to signal trust and the potential for a happy ending.

October 1, 2015

Graceful service is an assertion, not a response. It is an attitude, not a tactic.

September 29, 2015

In tune with National Customer Service Week and his research with his latest book "Sprinkles: Creating Awesome Experiences Through Innovative Service," Bell offers three essential rules for going beyond the current standards to breed engagement when serving customers in today's often mediocre service world.

September 18, 2015

Mobile (or keyless) entry should be a key component of every hotel's app, Bell says, because it streamlines the check-in process and anticipates another hotel-related customer service issue.

September 14, 2015

Chip discusses how the internet has changed customer expectations, disruptors on the internet and why your company should be one, as well as the importance of participation, transparency and trust for success.

September 1, 2015

Partnerships are everywhere. Given the time we spend in partnerships, it is important we make them great.

August 18, 2015

Leadership today is about achieving an honorable collective purpose while building a better society.

August 13, 2015

Deliberate change management is hard, very hard. The familiar saying, “Change is easy -- you go first,” reflects the ambiguous feeling most of us have toward leaving behind our tried and true behaviors.

August 13, 2015

When the “balance the books” bean counters search for all the pennies in customer transactions, they risk losing the dollars of a loyal customer who desires a relationship with a bit more give in it. But, what customers long to experience most is the sentiment borne in: “Please come back to see me again, partner."

August 10, 2015

Most customer relationships are exercises in confident deference. It is “the customer is always right” or “the customer is king” type mentality. It does not mean service providers are servant-like; customers enjoy servers with confidence. But, it does imply the service provider accedes to the customer’s wishes and needs.

August 5, 2015

Hymn singing is a ritual in just about every religion on the planet. It helps a collection of people share a common expression of belief in a manner that is joyful or celebrative. If your Guest Experience were a hymn, would it elevate the spirits of your Guests? Would it unite the passions of those who “sing” with you?

August 3, 2015

Chip Bell joins Jim Blasingame to reveal why the indelibility of your service on customers should be tantamount to a permanent tattoo. They also discuss recent customer service fails, and to tell the story of how our customer service experience should be like looking through a kaleidoscope.

August 3, 2015

Chip is the expert at creating cult like brands, and in his words "I not only want my customers to come back, I want them to bring their buddies." You are gonna love this conversation

July 31, 2015

Listen to learn; customers will indirectly tell you ways to personalize their experience. Thank customers like you really mean it. And never forget they have options. Customers feel valued when you show you never forget that fact either.

July 29, 2015

Great customer service depends on blessed assurance. Assurance begets certainty; it means a guaranty pledged with conviction and accepted with courage. It is a notice of mutual leaps of faith.

July 17, 2015

Great leaders are purple makers. They know there is a straight line between how employees feel and how they make customers feel or how much passion is put into their work.

July 14, 2015

Service can be a perfunctory act delivered with routine banter and going-through-the-motions energy. It can be the same service we get pretty much everywhere, every day. Or, it could be something different…something that sums you up!

July 13, 2015

Customers are daily confronted with wallpaper experiences—those unadorned bland types that never get logged into memory. Memory making is vital to customer advocacy.

customer service keynote speaker

July 10, 2015

Developing personalized recommendations for consumers based on their purchases and browsing behaviors has proven to be an effective strategy for Amazon

July 2, 2015

Organizations win when employees creatively serve their customers. They lose when those same employees fail to balance service with stewardship — taking care of the customer and the organization.

July 2, 2015

We all enjoy humorous service experiences like the sign above in a retail store. But, what are the principles relevant to an organization that elects to use fun as a primary competitive advantage?

June 29, 2015

Sometimes I wonder if the question of customer loyalty really is simpler than we realize. Perhaps we just need to rekindle the passion to give customers the kind of devotion that guided Lee Roy Clark.

June 17, 2015

Leaders too often associate their mantle of authority with a requirement for detachment. Organizations populated by genuine leaders have more than their share of employee engagement and cutting edge breakthroughs.

June 15, 2015

Surveys are fraught with more inaccurate fiction and erroneous folklore than all other customer intelligence methods. Breaking free of these mythical restrictions can come through “new eyes” questions.

June 8, 2015

We need more customer service scantily dressed. Customers today long for old-fashioned service with genuine care delivered by people who enjoy serving people.

June 2015

“Val-Unique” is the term Chip R. Bell uses to describe his unique elaboration on the value-added concept, adding elements that surprise customers in ways that delight them...

customer service keynote speaker

June 1, 2015

We live in a time flush with high efficiency, cost control, and lean operations. Not only has waste and expense been wrung out of most systems, too often so has the heart and soul of customer service.

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May 22, 2015

“In times of massive change,” wrote philosopher Eric Hoffer, “The learner will inherit the earth while the learned will remain beautifully equipped to deal with a world that no longer exists.” Winning organizations are realizing that their ability to learn faster than their adversaries is their only sustainable advantage.

May 20, 2015

"When you encourage employees in an organization to respond out of the moment and out of who they are, rather than out of some script, it says to employees, 'We trust you, we have confidence in you,'" said customer service expert Chip Bell, author of "Sprinkles."

May 11, 2015

Chip Bell joins Jim Blasingame to report on the decline in service quality in many sectors, and the rise of it in specific organizations that are committed to training and service excellence.

May 8, 2015

those who receive the most professional, courteous and friendly service follow a deliberate recipe that turns even a cold and raw initial encounter into a warm and delicious experience.

April 30, 2015

The scenography of service can be your playground to choreograph the total mindset of your customers. Put your senses on steroids and create an experience that yields a story your customers are eager to spread.

April 30, 2015

Service is fundamentally a performance. Make it a five-star one and watch your customers flock to your organization as a happening destination.

April 22, 2015

Meeting the challenge of rising expectations requires rethinking the role of those employees who are face-to-face, ear-to-ear and click-to-click with customers.

April 2015

Chip is a customer experience evangelist, and in this conversation, he’ll challenge you to redefine how you serve, simply by adding a few ‘sprinkles.’

April 17, 2015

“Great leadership is only found in the world of business,” my seatmate on a recent flight pompously boasted, “Certainly not in the government, churches or education where we desperately need it.”

April 15, 2015

Service with sprinkles is unexpected, enchanting experiences that turn service that wows into service that awes.

April 10, 2015

Customers may come in for fast, good and cheap -- but they come back for unique.

April 1, 2015 the tiny cupcake adornments Bell refers to in the title prove, good things do sometimes come in small packages.

March 18, 2015

Service with resilience arises from a commitment to serve and dedication to make a difference in the life of another.

March 17, 2015

The range of examples Chip cites can spark ideas on delighting customers. It’s also a great reminder that not all innovative service has to be cutting-edge; some of it is quite basic, yet often assumed or overlooked. Just like sprinkles – simple, yet impactful.

March 17, 2015

Leaders are charged with crafting improvement plans for increasing engagement scores. [...] But, are leaders the only ones charged with improving employee engagement scores? [...] what role do employees play in their engagement scores? And, what part should great leaders play?

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March 16, 2015

“Hotels, to me, are the most exciting business on the planet,” says Bell, a customer service guru and best-selling author who has served as a consultant to some of the biggest brands in lodging.

March 9, 2015

The moral of the stories:

February 23, 2015

The book is engaging, whimsical, educational, and inspiring. This is a perfect book to share with employees to help engage them in thinking up ways to offer unexpected service.

February 18, 2015

What has made customer surprise in such a scarcity? At least three culprits have robbed the glee of service.

February 18, 2015

I find Chip Bell’s new book Sprinkles a refreshing break from “just-fix-it” CX myopia. It’s a fun read, with 9 chapters devoted to innovative ways to provide memorable experiences that won’t break the bank.

February, 2015

Internal colleagues are not internal customers. We like to use the concept...internal and external customers. However, it's flawed.

February 16, 2015

I know. Sprinkles. Catchy title, but totally realistic for this book which is packed with real stories about audacious customer service. I have to tell you first that this book even looks fun to read and we can all use knowledge served ala carte with extra sprinkles on top.

February 16, 2015

Chip Bell, Author and Speaker shares the techniques that he recognizes top companies utilize to provide great service that builds a brand’s reputation and keeps customers coming back.

February 15, 2015

Sprinkles: Creating Awesome Experiences Through Innovative Service: I am recommending this one highly because, introvert or extrovert, librarian or leader we all are serving customers all the time.

February 11, 2015

Great leaders celebrate purposeful work with sprinkles. “Sprinkles” is a metaphor for making the moment genuinely special. [...] Great leaders [...] provide personalized attention to associates and customers. [..] They demonstrate that “sprinkles are for winners.”

February 11, 2015

Bell outlines how today’s customers crave special and unique service much like what sprinkles bring to a cupcake “Customers’ satisfaction with service continues to decline.

February 11, 2015

Small business owners who set “getting wealthy” as their primary goal almost always falter; many fall. Success comes from doing what you do because you love it.

February 10, 2015

Chip Bell is one of my all-time favorite business authors. His specialty is customer service and no matter how many books I read on that topic, Chip's always stand out from the crowd.

February 9, 2015

Customers want service that is good -- meaning it successfully fulfills their needs or accomplishes the outcome desired. And they will remember and tell others about service that also comes with an experience that gives customers unexpected pleasure.

February 9, 2015

How we earn loyalty is probably not that different than it used to be. But I think it's more difficult for organizations to execute what it takes.

February 9, 2015

This book is a must read for everyone of us who [is] responsible for providing a service or design an experience to someone else.

February 6, 2015

In his book, Bell provides eight recipes for providing awesome customer service. Give them a try and watch your customers fall in love with your company all over again.

February 4, 2015

Keeping your customers happy is no easy task. We talked to one of the world's leading customer service experts Chip Bell about what makes clients stay loyal and what obstacles companies face when trying to improve customer service:

January 29, 2015

Innovative service requires great teamwork.

January 26, 2015

Centering an organization on customers takes courageous leaders more interested in excellence than ego.

January 15, 2015

"It's against our policy" has to be among the top ten show-stopping lines. It kills customer service, employee spirit, and partnerships.

January 13, 2015

No matter how comprehensive and accurate our modern metrics may be, they will never completely capture the magic and mystery of an engaged and spirited customer relationship, especially one that is innovative.

January 12, 2015

Innovative service is the creation of unexpected experiences that get people positively remarking.

January 6, 2015

What would happen if leaders were required to place their hand on a Bible and publicly express a covenant to the people they served?

January 1, 2015

if you invited innovatively served customers to open up about their experiences so you could look at the backside of its power, it was unexpected, simple and appropriate that put a smile on their faces and an assertiveness in their advocacy.

December 31, 2014

The global customer service expert, Chip Bell. Chip was one of the first people to proclaim that what we need for what we do is not customer satisfaction but something much stronger - Customer Love.

December 2014

Chip Bell tells stories from real life organizations to help you implement these principles in your business. 9 ½ Principles – You’ve heard of value-add? That is so last decade. Today it’s Value-Unique, everything else is vanilla.

December 18, 2014

Change is a door opened only from the inside. People can be forced to comply; but they cannot be driven to commitment.

December 9, 2014

Says business consultant and author Chip Bell, "Customers love being purpled--raising the class and elegance of service. It is especially powerful during the holiday season."

December 9, 2014

If innovative service were a musical genre it would have the passion of a tango and the connection of a square dance. It would be performed in the key of joy. It would be as inclusive as a sing-along, animated at a happy cadence. It would not be jazz.

November 24, 2014

The retail landscape is more competitive than ever and international customer service expert Dr. Chip R. Bell asserts that businesses must harness “the power of extra” during this holiday season in order to retain customers.

November 2014

According to Chip Bell, a business consultant and customer loyalty expert in Greenshore, GA. Activities like recycling and giving back to the community “communicate that the organization takes its responsibility as a corporate citizen seriously, and is generous in taking care of its customers’ overall welfare and the environment where they live and work,”

November 11, 2014

How do you score customers super fast? This is a dilemma faced by almost every entrepreneur and startup venture on the planet.

November 10, 2014

Leadership is different than management. Managers direct products, policies, systems and stuff. Leaders, on the other hand, influence people.

November 9, 2014

Value-added literally means taking what the customer expects and adding more. [...] At some point, the additions exceed what is cost-effective. The solution: innovative service (value-unique)!

October 31, 2014

Keynote speakers are an odd lot. Most of us have egos the size of Texas and quirky requirements that can drive a meeting planner absolutely nuts. Our superstitions about how to get a standing ovation may outnumber the attendees in your audience. We can be as finicky as rock stars and as unpredictable as teenagers. We can’t be controlled, but we sure can be managed.

October 30, 2014

Welcome to the new kid on the service exemplar block. Cirque du Soleil. And, their formula for success is not just an over-the-top attitude of great service. It is total sensory emersion.

October 24, 2014

Chip Bell, and members of the Chip Bell Group share their recommendations on creating Exceptional Customer Experiences that build customer relationships that last. Guests are Chip Bell, Diane Barton and John R. Patterson

October 21, 2014

Baldheaded service is genuine and trust-building. Baldheaded service is courageous and transparent. Baldheaded service is not the flashy, sparkly stuff that creates a compelling customer story or promotes assertive advocacy.

October 2014

Customers coming out of the recent recession are fundamentally different than they were prior to 2008. These customers are picky—more cautious in their choices and even more interested in getting value for their money.

October 20, 2014

What if we could look forward as easily we can look back? What would the contact center of the future be like? Let’s imagine the contact center ten years from now.

October 15, 2014

At the core of being a leader is the ability to always connect one’s voice with one’s touch.

October 14, 2014

Customer service expert Chip Bell says you should give customers the benefit of the doubt and try new ideas. “Even if the risk fails, it tags you as an organization that is growing and confident enough to be a pioneer,”

October 8, 2014

It is time to bring back the trust and authority the frontline needs to be both generous and ingenious.

October 6, 2014

Scenography, the technical name for the work of the storyboard artist (or illustrator), originated in ancient Greece. The concept is the integration all the sensory elements of a service experience around a compelling service story or vision.

October 6, 2014

What are the features of an awe-inspiring service souvenir? It needs to unexpected, simple and appropriate. And, it becomes an attraction tool when it brings customers back.

September 30, 2014

When customers feel like partners (rather than consumers), they are more realistic in their expectations, more tolerant of hiccups, more likely to be ardent advocates, and much more apt to come back. But, what creates customers as partners? Try these five elements to turn a consumer into a partner:

September 24, 2014

What is the sound of your leadership if it is only heard as an echo through your employees?

September 19, 2014

Flags are to battles what brands and missions are to companies. They symbolize an aspiration; they surface deep pride; and, they instill an abiding commitment to a dream.

September 12, 2014

The cartoon metaphor contains powerful lessons relevant for entrepreneurs seeking marketplace victories. [...] This is a time when roadrunners rule and coyotes crash.

September 1, 2014

Great innovative service leaders view freedom as a crucial characteristic to cultivate ingenuity and creativity.

August 25, 2014

Mingling with call center stars won't be difficult at ICMI Contact Center Demo & Conference (November 3-5, 2014) in Chicago. From customer service experts like Chip Bell to technology specialists such as Lori Bocklund, this year's roster is crammed with 75+ top-rated speakers on customer service.

August 18, 2014

Chip Bell joins Jim Blasingame to emphasize the imperative that your business must have an innovative mindset and that your next innovation will be determined by your customer expectations.

August 14, 2014

“Treat people well who aren’t used to being treated well…and you may well be astonished by the results you get.” Chip Bell, the founder of business consulting firm Chip Bell Group and author of “The 9 1/2 Principles of Innovative Service” adds that “you don’t have to be from the South to show respect with a liberal amount of ‘sir’ and ‘ma’am — it will open doors otherwise closed.”

August 6, 2014

I have compiled a list of the top 50 contact center thought leaders on Twitter. The people listed below are the voice of the contact center on Twitter, and they regularly share useful content. They’re the people I look to everyday for guidance on all the biggest issues facing the contact center.

August 4, 2014

Experts on business ethics say "free" offers are on the rise in the travel industry, [...] "But finding something that's truly free is unusual," says Chip Bell, an Atlanta-based customer loyalty consultant and author of The 9 1/2 Principles of Innovative Service.

August 3, 2014

Mentoring with the heart of a host means approaching the relationship with your protégé like you would an important guest in your home.

July 28, 2014

While retail giants like Walmart, Target, Apple, and L.L. Bean are already offering special discounts and promotions, international customer service expert Chip Bell says in today’s marketplace, gaining and retaining customers requires more than new items in stock or deep discounts.

July 22, 2014

Chip Bell, the founder of business consulting firm Chip Bell Group and author of “The 9 1/2 Principles of Innovative Service,” says social media companies are “engineered for online responses rather than using a traditional call-center approach.”

July 18, 2014

Four challenges mentors must reckon with if they are to move from a “block-checking” activity to a growth-producing result.

July 16, 2014

Research shows that customers who have had their problem followed up quickly with great service recovery end up being more loyal than clients who have never had a problem.

June 25, 2014

Today’s customers are much smarter buyers than their parents were. However, there are four key loyalty drivers we find fit most customers most of the time about most services.

June 18, 2014

Chip Bell joins Jim Blasingame to discuss how to deal with difficult online customers, including how to deal with negative online reviews.

June 12, 2014

What stands out in this book is the use of storytelling to further develop the scenarios that help readers apply and identify with mentoring techniques that thoroughly define and add value to the mentoring relationship.

June 12, 2014

it repeatedly proves to be that three “get your house in order” components–teamwork, accountability and a belief in the viability of a customer strategy as a competitive differentiator—make or break planned change.

June 12, 2014

Militant customers come in various forms. Some appear with an ancient ax to grind. There are the bullies who are courageous only unidentified on the Internet. Then there are the ones seeking a platform for an extreme point of view.

June 5, 2014

However, to really put your new business idea to the test, select your 50 potential clients or customers carefully. "Identify people in that target you know to be skeptical and critical," said Dr. Chip R. Bell, founder of the business consultancy firm The Chip Bell Group.

June 3, 2014

With more than 150,000 copies sold, “Managers as Mentors: Building Partnerships for Learning,” Chip Bell and Marshall Goldsmith’s classic guide to successfully combining these two interrelated roles has proven to be deeply influential among professionals in virtually every industry and leadership role.

May 29, 2014

“Easy to do business with” was more important than smart people, empowered people, friendly people, accuracy, reliability, great service recovery, knows me and my needs, and even a 10% discount!

May 29, 2014

I am super excited that I had the opportunity to interview Chip (who is one of my favorite authors), about the revised and updated, “Managers as Mentors.” It is co-authored by best-selling author, Marshall Goldsmith.

May 19, 2014

Chip Bell is a bestselling author and the keynote speaker forHostingCon 2014. He says most organizations focus on value added services, in other words adding a services to an existing base. Companies basically take what base level services a customer expects then add more.

May 17, 2014

Chip Bell, the founder of business consulting firm Chip Bell Group and author of “The 9 1/2 Principles of Innovative Service,” says that you should lead with a statement like “I need your help” and continue with complimentary statements that will motivate employees to give good service like “you sound like you really know your stuff.”

May 16, 2016

Chip Bell is one of America’s top consultants, trainers, and speakers on customer service and leadership. In this interview, I ask Chip to describe how and why leaders should make mentoring a core competency.

May 7, 2014

With the half-life on knowledge getting shorter (the time line between when one acquires a skill and when that skill becomes obsolete), leaders must continually teach, mentor and enlighten their employees. But, the objective is not just instructing; the goal is also the magic of inspiration. - See more at:

May 1, 2014

The landscape of customer loyalty has new contours: Customers get terrific service in pockets of their life and use those experiences to judge every other sales exchange.

May 1, 2014

Renowned service expert Chip Bell says there are many great resources for mentoring but four secrets every protégé wishes their mentors knew.

April 22, 2014

To humanize the way your business delivers innovative service you need to find ways to connect with customers as people.

April 15, 2014

Chip Bell, senior partner at Greensboro, Ga., business-consulting firm The Chip Bell Group, says that there are several important questions you should ask before investing in a training program.

April 14, 2014

When the emotional or economic toll exacted from serving continually abusive or extremely high-maintenance, low-profit customers starts to outweigh the return on the investment, it is time to impose a customer exit strategy.

April 14, 2014

Great service fundamentals are bottom line about meeting a core need, a basic requirement and a fundamental purpose.

April 13, 2014

Mentoring is not about the transmission of expertise or the conveyance of knowledge; it is about the fostering of insight—the light that goes on inside the mind of the protégé.

April 10, 2014

These are truly the experts in leadership, and in many cases have great internal programs as well.

April 9, 2014

In this episode, you’ll learn about: The principle of innovative service and the role of leaders in innovative service.

April 3, 2014

Value-added service has become all too pricey for small businesses. Yet, everyone knows how important it is to exceed customer expectations. Instead of adding more services, why not try adopt something of value that's unique -- making your business service unexpectedly delightful?

March 2014

Most customers respond to indifferent service by smoldering privately as they plot an alternative. Because they remain quiet for awhile, the service provider believes all is well. So, when a "tipping point" incident triggers a customer's departure, it appears sudden and capricious.

March 27, 2014

Chip Bell, Leader of the Chip Bell Group and Author of "The 9 1/2 Principles of Innovative Service" shares the lessons of decades of experience helping businesses succeed with proven customer service strategies.

March 27, 2014

While keeping a customer forever has become every brand’s Holy Grail, loyalty must be earned, and if you’re doing it right, there’s a strategy behind it. That’s where Chip Bell comes in.

March 27, 2014

“Mad scientists” ask tough questions that can make mediocre performers feel inadequate. “Mad scientists” ignore tidy rules of corporate civility in pursuit of their bold visions. They poke around in areas outside their sandbox and beyond their pay grades.

March 24, 2014

Creativity is the result of focused daydreaming, letting reality blend with fantasy in a non-judgmental manner. It surfaces when you are willing to take the risk to rearrange order and upset the tried and true.

March 13, 2014

The superior service provider finds ways to build a partnership with self-service customers even if that relationship ends up resembling that between dedicated pen pals.

March 5, 2014

As workers have increasingly demonstrated the maturity and competence to operate effectively with limited supervision in a brain-based economy, leaders unable to let go of the reins of coercive power have been replaced by leaders who view their relationship with associates as one of liberator, barrier remover, facilitator and mentor.

March 4, 2014

The art of influencing has challenged leaders for centuries. In autocratic settings, influencing was relatively simple to accomplish — you simply gave an order. In more democratic settings, leaders resorted to an array of more humanistic means.

March 4, 2014

Managers as Mentors marries the heart with the head and hand very effectively. In other words, it uncovers the internal motivations of mentors (the heart) while offering credible (head) suggestions to put into place right now (hand).

March 3, 2014

Being an entrepreneur can extract sweat and tears. It can yield bone-chilling fear and sleepless nights. Following these four mantras can help turn a challenge into adventure and toil into a labor of love.

February 24, 2014

Providing a special gift can turn an okay service experience into one with a surprise. And, the gifts that make customers smile are the ones that are simple, unexpected and seem to fit the situation.

February 19, 2014

Most customer departure is driven less about a single event and more about a combination of factors that ultimately reach a tipping point. The spark that ignites exodus could be anything—a fee increase, a perceived drop in quality, or frontline rudeness. Yet, it only provokes exit because other factors have gradually increased the customer’s interest in switching providers.

February 14, 2014

Chip Bell joins Jim Blasingame to reveal why having a generous heart when serving customers is a long-term advantage.

February 12, 2014

According to customer loyalty consultant and bestselling author Chip R. Bell, who wrote the book The 9½ Principles of Innovative Service, the secret to delivering great customer service is to give your customers a surprise--something they didn't expect.

February 12, 2014

“On Valentine’s Day, you want your employees to push customer engagement towards making the customer feel loved,” Bell said. “The opposite will not be a negative experience, but an indifferent experience.

February 3, 2014

Renowned customer service expert and author Chip Bell says that one byproduct of innovative customer service is not just keeping a customer but changing their feelings about the organization from pleased to thrilled.

January 6, 2014

Have mobile payments lived up to the hype? How can retailers compete with Amazon? Are customer engagement strategies measuring up? These and other questions are asked and answered in the Retail TouchPoints 2014 Outlook Guide.

December 9, 2013

Chip Bell joins Jim Blasingame to remind us that the best way to get and keep customers, especially during the holidays, is to be honest and be kind in your marketing and delivery of service.

November 25, 2013

Bell, a customer loyalty consultant, renowned keynote speaker and author of several national bestselling books on customer loyalty, offers proven tips for getting really great customer service in spite of the hustle and bustle.

November 7, 2013

In business today, companies who deliver exemplary service win. That’s why you need to watch Chip’s show.

November 5, 2013

Mentors practice their skills with a combination of never-ending compassion, crystal-clear communication, and a sincere joy in the role of being a helper along a journey toward mastery.

October 22, 2013

There are ways that consumers can get better service—even at the most annoying companies. “Start with the attitude you want to receive from them,” says Chip Bell, the founder of business consulting firm Chip Bell Group and author of “The 9 1/2 Principles of Innovative Service”

October 11, 2013

When you read this book, you're going to find it's a fun read, a quick read, a lot of good information...common sense, stuff, too.

October 7, 2013

Well worth the investment of your reading time. Filled with skills and tips to raise the bar of your customer service to new heights.

October 1, 2013

9 1/2 Principles provides the basis for a great experience, with a short story for each and inspirational quotes from leaders across industries. All are great reminders what it takes to innovate in service.

September 15, 2013

Mentoring your employees is not easy.[...] How does a supervisor or manager encourage a subordinate to experiment, make mistakes, and try new awkward behaviors—all important to learning—from a position of “Oh, by the way, I’ll be doing your performance review”?

September 10, 2013

Every once in a while a new book comes across my desk for review that’s an absolute delight to read: The 9-1/2 Principles of Innovative Service by Chip R. Bell is one such book.

September 9, 2013

Chip Bell joins Jim Blasingame to explain that small businesses have the unique ability to make each experience special for their customers and that employees should be empowered to offer excellent customer service.

September 4, 2013

Chip’s latest book, The 9 ½ Principles of Innovative Service, uses stories, anecdotes, and quotes to inspire and instruct.

September 2, 2013

This book is readable, piercing in its intensity, and positive.

August 29, 2013

The 9 ½ Principles of Innovative Service is an ideal gift for anyone who’s interested in improving their service skills. It provides an engaging instruction manual and inspirational guide for creating a service experience that causes your customers to fall in love with your company and spread word-of-mouth praise.

August 29, 2013

What prompted you to write your latest book The 9 1/2 Principles of Innovative Service? The main reason is the change in the customer. Customers today demand high value for their hard earned bucks.

August 21, 2013

If you are looking to transform your service delivery, this book will definitely give you some great ideas to implement for yourself!

August 19,2013

In a world of competition and repetition, Chip’s thinking stands out like a beacon of hope across a dark sea.

AUGUST 19, 2013

Chip Bell says: “Boldly summon customers on a journey to collective joy much like a child welcoming a close friend to a tree house filled with secrets.”

August 15, 2013

In-sites invite innovation; they do not direct or manage innovation. The door to ingenuity to opened from the inside. As a setting of collaboration and courage-giving, in-sites sparkle with energy, synergy and industry.

July 26, 2013

Co-authors Chip Bell and John R. Patterson remind us that great leaders are champions, not shepherds. After all, the most important trait of an effective service leader is that they make their employees successful.

July 1, 2013

This accessible overview and handbook, the third edition, can be advantageously read by parents, teachers, and professionals as well as managers. In particular, the “Quick Tips to Protégées” section can be worth 100 times the price of the book.

June 25, 2013

If you seek a single source that will help you to learn more and understand better so that you can then help others to learn more and understand better, look no further. I commend Chip Bell and Marshall Goldsmith on a brilliant achievement.

Join Chip Bell and Marshall Goldsmith, to learn why effective leaders are focusing on creativity, rather than control, and how mentoring associates can result in future personal and corporate success.

June 16, 2013

Chip Bell, author of “Managers as Mentors : Building Partnerships for Learning“joined us to share how mentoring within your organization can stimulate innovation and growth, , how to effectively mentor young workers, and how to be a confident leader and coach to those you are mentoring.

June 6, 2013

This is not your father’s mentoring model, where the older and more powerful person guides the naïve youngster through the corporate culture.

June 3, 2013

In the newly released third edition of “Managers as Mentors,” Chip Bell and Marshall Goldsmith give great advice and encouragement to would-be (as well as current) mentors.

June 3, 2013

Chip Bell, co-author with Marshall Goldsmith, of Managers as Mentors joins Robert Thompson and Mike Neiss to share what’s new in the third edition of his best-selling book.

May 22, 2013

Managers as Mentors: Building Partnerships for Learning. by Chip Bell and Marshall Goldsmith. Bell’s book on how leaders must take charge of their people’s development is a great read.

May 20, 2013

How many different generations work in your company? Chip Bell joins Jim Blasingame to talk about the challenges and benefits of promoting mentoring in today's workplace.

May 8, 2013

The world’s most innovative companies are led by leaders with one characteristic in common—they are as zealous about learning as they are about their breakthroughs and discoveries.

May 8, 2013

Bell and Goldsmith team up to publish this third edition of Managers as Mentors, which is

June 28, 2011

Readers should view this book as a hardware store in which Bell and Patterson, co-proprietors, provide a guided tour during which they explain which tools are available, what their functions, features, benefits are, and how best to use each. [...] My own opinion is that Bell and Patterson’s discussion of these tools [...] is worth far more than the cost of the book.

May 23. 2011

"Wired and Dangerous" issues a siren call to the business world: treat your customers with respect, and you will thrive; treat them poorly and you will lose market share and earnings literally in an instant.

October 22, 2009

Bell and Patterson show leaders how they can improve customer loyalty by becoming more imaginative and creating unexpected “whoas” from their customers.

June 2009

I like Take Their Breath Away because it is not just another Kumbaya, feel good customer service book. There is real, actionable advice and techniques you and your team can put into place immediately.