 Speech Topics
Innovative Service: How Imaginative Service Creates Devoted Customers for 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 innovative ways to make the customers’ experience sparkly, but consistent; enriching, but profitable. Value-added has gotten way too expensive; smart organizations focus on value-unique. 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 best-selling book, Take Their Breath Away, this lively, provocative session draws on 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.
Edgy Customers Rule! How Customers Have Changed and What to Do About It
The tough economy has completely reshaped customers altering the path organizations must take in order to capture and retain customer loyalty. Today's customers are picky (demanding value), fickle (quicker to leave), vocal (telling all through word of mouth and word of mouse) and vain (expecting personalized service). Add to the mix the viral effect of social media and a small band of wired, unhappy customers can overnight bring mayhem to an organization’s reputation and bottom line. Indifferent, ho hum service to today’s recession-hardened consumer, equals bad service they refuse to tolerate. However, winning companies understand how customers have changed and have turned to service innovation, reinventing their approach to creating experiences that elevate loyalty, growth and profits. Based on his forthcoming book by the same title, this powerful, high-energy keynote draws on Dr. Bell's deep experience consulting with many of the elite service-providing companies plus his cutting edge customer research. Attendees learn proven techniques for renewing and innovating tactics and techniques needed to drive business growth and reputation.
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
» Meet Chip Bell
In tough economic times, keeping customers loyal is vital to growth and profits. Chip Bell helps organizations create innovative service breakthroughs that cement relationships.
Chip Bell has helped Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal and “all about me” customers. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and strategies they can put into practice the minute they leave his session. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back one or more times. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call and phone interviews to better understand specific audience needs and challenges. He is considered a world renowned authority on customer loyalty, writing regularly for many business journals, magazines and blogs. He is a frequent guest on national TV and radio and has authored several bestselling books including: Managing Knock Your Socks Off Service; Customers As Partners; Magnetic Service; Customer Loyalty Guaranteed and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His books have been endorsed by the presidents of such service greats as Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. His newest book, Wired and Dangerous: How Your Customers Have Changed and What To Do About It, will be in bookstores in the spring of 2011.
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
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