 Speech Topics
Take Their Breath Away: How Imaginative 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 recent book, Take Their Breath Away, this lively, provocative session draws from Dr. Chip Bell’s 20+ years consulting with many of the 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 reigniting 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 BusinessWeek 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 that 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 best-selling book, Customer Loyalty Guaranteed, this provocative, high-energy session reveals real-world tactics essential to leading and delivering an extraordinary customer experience and creating a competitive advantage.
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
In tough times, keeping customers loyal is vitally important. Chip Bell helps organizations create service breakthroughs that cement relationships.
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 resulting in greater profits and enhanced growth. Bell reveals the best practices from organizations leading the customer loyalty charge, giving audiences ideas and strategies they can put into practice the minute they leave his session. 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 organizational needs offering a background study, pre-event conference call and phone interviews to better understand specific organizational needs and challenges. He is considered the authority on customer loyalty, writing 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 and has been endorsed by 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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