He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur. He has authored six best-selling books including: Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Wired and Dangerous: How Your Customers Have Changed and What to Do about It. The gratifying response to the bestselling The 9 1/2 Principles of Innovative Service led him to write a sequiel, Sprinkles: Creating Awesome Experience Through Innovative Service. His books have won major awards and been endorsed by the CEO or presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. Leadership Excellence Magazine listed him among the top 30 thought leaders.
- Leading a Customer-Centric Operation
Operations and organizations that put customers in the center of planning and execution attract the best employees and retain the best customers. Chip Bell has worked with many of the most customer-centric operations in the world including The Ritz-Carlton Hotel, USAA, AMEX, Cadillac, Marriott, True Value, Southwest Airlines, Harley-Davidson. He shares the secrets of what makes these customer-centric organizations so successful. Based on Chip’s best-selling book, Wired and Dangerous: How Your Customers Have Changed and What to Do About It, this keynote was delivered to over 1000 store managers and company leaders.
- Customers as Partners: Building Profitable Relationships That Last
Successful organizations have learned that business growth comes through customer retention—those customers how remain loyal over time. Whether serving B2B clients, B2C customers or internal colleagues down the hall, a partnership relationship can be the powerful tie that binds. It is the foundation for a bigger share of wallet, greater trust, greater advocacy, and superior bottom line results. Based on Chip’s international best-selling book, Customers as Partners, this keynote was delivered to 1500 store managers and company leaders.
- Seriously Sparkly Service: Creating Profoundly Remarkable Experiences
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: Delivering Innovative Service That Sparkles, this high-energy keynote provides the tools, tips and techniques for leading and delivering innovative service that sparkles.
- Innovative Service: Strategies for Increasing Growth and Profits
Value-added service is a dead-end street! As margins get more challenging, taking what customers expect and just adding more is not the best path to growth and profits! Today’s winners focus on value-unique—creating unexpected, simple but inventive ways to take the customer’s breath away. Based on Chip’s best-selling, award-winning books Take Their Breath Away and Sprinkles: Creating Awesome Experiences Through Innovative Service this exciting, revolutionary and paradigm-bending keynote has gotten raving reviews from audiences around the world for arming attendees with unique examples, practical tools, and memorable principles.