 Speech Topics
Take Their Breath Away: How Inventive Service Creates Devoted Customers and Bottom-Line Impact
What do Cabela’s, NetFlix, Build-A-Bear, Enterprise Rent-a-Car, Progressive Insurance and FedEx have in common, other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industries. Remarkable service requires a perpetual pursuit of new and unique ways to make the customers’ experience sparkly, but consistent; enriching, but profitable. Service innovation paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. Based on his forthcoming book, Take Their Breath Away, this lively, provocative session draws from Dr. Chip Bell’s 20+ years consulting with many of the major companies deemed to be the world’s best service innovators. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or re-igniting the service experience they deliver to those they serve.
Customer Loyalty Guaranteed: Growing Business by Creating, Leading and Sustaining Remarkable Service
It is no accident that most of the Business Week Customer Service Elite companies grew profits in excess of 20% in 2008. These companies know that remarkable service, particularly in challenging economic times, leads to business growth. They also recognize that creating great customer experiences can trump price, product and location in the customer’s new definition of marketplace value. The Elite companies create customer-centric cultures through up-to-date customer intelligence, a purposeful service strategy, customer-centric metrics that insure focus, standards that promote consistency, service forensics able to repair hiccups before they disappoint customers, and a people plan that has effective leadership as its centerpiece. The execution formula produces devoted customers who drive business growth and reputation. Based on Dr. Chip Bell’s cutting-edge research and his latest book, Customer Loyalty Guaranteed, this provocative, high-energy session reveals real world tactics essential to delivering an extraordinary customer experience and creating a competitive advantage.
Leading the Customer-Centric Organization
Remarkable service can occur without great leadership; all organizations have associates who work to give great service simply out of the belief that customers deserve their best. But to ensure that the customer experience is consistently excellent across an entire organization requires the guiding hand of skilled, passionate leaders. Look behind the scenes of organizations renowned for remarkable service—the ones with true business growth even in tough times, not just growth through acquisitions—and you will find leaders whose behaviors and practices nurture the spirit to serve. Based on Dr. Chip Bell’s latest book, Customer Loyalty Guaranteed, attendees gain insights, instruction and the incentive to lead associates in delivering loyalty-creating service. Framed around a practical formula and laced with riveting great examples, this session can jump start leaders’ passion and reset their practices for transforming remarkable service into sustainably excellent service across the organization.
Partnership: Building Profitable Professional Relationships That Last
Distinctive service in the professional 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, the path to success is a long term, profitable relationship. 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. As expectations increase and allegiances becomes more fickle, research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, that retains the relationship. Based on his best selling book Customers as Partners, Dr. Chip Bell’s insightful, fresh program provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.
About Chip Bell
Chip Bell has helped Fortune 100 companies dramatically enhance their bottom lines and marketplace impact through enhanced customer-centric strategies. His innovations in customer loyalty practices are the cornerstone of service breakthroughs and the subject of hundreds of articles. Over a dozen companies on Business Week’s “Fifty Customer Service Elite” have been his clients, including #1 on their list.
Bottom Line Impact: Too many organizations view great customer service as an extra expense, reduced or eliminated in tough economic times. Chip Bell helps organizations use a remarkable service experience to increase profits and enhance growth. One consulting client grew market share 19%, lowered turnover 22% and won a major international customer service award as the “best of the best.”
Elevate the Commitment: Attaining extraordinary levels of customer loyalty is simple – but not easy. It starts with a unified commitment by everyone in the organization. Chip Bell shows people how to play their part – by imagining innovative ways to turn customers into raving fans who help drive business growth.
Action Tactics: Bell gets to the heart of the issue. He reveals the best practices from organizations leading the customer loyalty charge. Most importantly – these ideas and strategies can be put into practice the minute people walk out the door.
Once is Not Enough: Bell’s impact on audiences is nothing short of extraordinary: 85% of the groups who hear him bring him back one or more times. Always customer-centered, Bell customizes his presentations to meet your needs. He typically does background study, pre-event conference calls and phone interviews to better understand your specific organizational needs and challenges.
Pen to Paper: Considered the authority on customer loyalty, Bell writes regularly for many business journals and magazines and has authored several best sellers: Service Magic; Managing Knock Your Socks Off Service; Customers as Partners; Magnetic Service and Customer Loyalty Guaranteed. Chip's latest book is Take Their Breath Away: How Imaginative Service Creates Devoted Customers due in bookstores May, 2009. Book endorsers include the Presidents of such service greats as Starbucks, Ritz-Carlton Hotels, Build-a-Bear, Chick-fil-A and Southwest Airlines.
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Some of the great comments we've received for Chip Bell:
“During my 15 years with Verizon Wireless, I’ve listened to dozens of keynote speakers talk about attracting and retaining loyal customers. I thought I had heard just about every tip out there; however, I walked away from your discussion equipped with a whole new set of tools. Chip truly differentiates himself from other speakers by presenting information that appears – on the surface – as obvious in a fresh, enlightening manner.” - Verizon Wireless
“Not only was he a hit during his session - he entertained us during our breaks playing the piano. We were very pleased with Chip and WSB.” - Lockheed Martin
“I will condense all of the feedback for Chip Bell into one word: WOW! Chip set the tone for the entire conference with his high-energy presentation style and "bulls eye" content. Our members left the conference, three days after Chip presented, still talking about his opening keynote. What a pro!” - Service Support Professional Association (SSPA)
“Dr. Bell engaged an audience of successful Merrill Lynch financial consultants in an entertaining and thought-provoking presentation of how to go beyond world class service and build long-term “partnership relationships” with their customers.” - Merrill Lynch
“We sent post meeting surveys to participants. The most consistent response for “What Did You Like Best About the Meeting” was…Chip Bell.” –KPMG
“Chip was great! He has so much energy and keeps everyone engaged.” –Connecticut Light & Power
“Chip Bell’s presentation was extremely well received. He was relevant, informative and incorporated our business issues into his presentation.” –Hertz Corporation
“Super speaker with messages to live by. He really took command of the room. This is hard to do right after lunch. We were all enlightened and inspired.” –Southern California Edison
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