Chip Bell

Organizations today need breakthrough products, services, and solutions to compete effectively. Too often they rely on their R&D units supported by market research.  Nailing what customers want has become more challenging since today’s customers are more complex, their needs ever-changing, and their expectations constantly climbing. Forward thinking enterprises are going inside the customer’s imagination to discover innovative and valued offerings.

Deep inside every customer is a treasure trove of half-baked ideas, creative capacity, and ingenuity-in-the-raw. The key to unlocking this vessel of innovative goodies is a welcoming co-creation partnership that will enable customers to disclose their imagination and meld it with the provider’s ingenuity to create an offering that matches the customer’s hopes and aspirations. This powerful keynote provides cutting edge insights and pragmatic techniques for meeting at the crossroads where the organization’s mission and customers’ dreams intersect.

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.

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.

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.

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.