Podcast appearances and mentions of Chip Bell

Market Proof Marketing · Ep 377 - 2025 Builders Show Wrap Up The 2025 International Builders' Show (IBS) was a compelling experience for the entire Do You Convert team! It was a memorable event filled with many highlights, including presentations from our very own Julie Jarnagin, Karla Tuten and Kevin Oakley! In this episode, the team discusses their biggest takeaways from IBS. Topics covered include: AI Aids in Interior DesignStorytelling & Data in MarketingA Call for More Diverse PerspectivesPractical AI & Feedback LoopsOnline Sales and Marketing Collaboration& Much More!Below, team members expand upon their key takeaways:Karla Tuten: A whirlwind of inspiration and education is how I would define this past week. The familiar faces of our builder partners is particularly refreshing. With notebooks full of ideas, my biggest takeaway is that there is a real cost to inaction. But on that same note, to be successful at anything is a process, not a product. Kevin Oakley: Even though the full spring market hasn't appeared yet, the vibe of the show was overwhelmingly positive. Also interesting was that although the overall show attendance was one of the highest in years, the sales and marketing attendance felt lower than in years past (I could be wrong -- but many of the encore sessions were more lightly attended than in prior years). On the other hand, I also spoke to more first-time attendees than perhaps any other year I can remember, and all had good things to say about their experience. Of course, this year had more than enough conversation about AI, but it felt like nuance was back a bit more in most sessions. It wasn't as much "adopt A.I. or die" as "be thoughtful and strategic in your limited adoption for now, and pay attention to the future." Finally, I spoke with a few different stock analysts who cover the housing market, and they were mostly aligned that the second half of this year may end up being stronger than the first half - similar to the pattern of 2023's market. Mike Lyon: It's all about the hall. I'm always able to pick something up from the education sessions but a lot of the learning comes from the direct conversations in the hallways. As long as you are talking to the right people... and there is a high concentration of the right people at the show. Jen Barkan: This was one of my favorite years. I really enjoyed being able to support colleagues, industry friends and builder partners as they shined on stage. Highlights from my time at the show include:Karla's session on brand consistency (commit to the bit!).Julie's session on marketing mistakes (make sure you're looking at the RIGHT data!).Haley Naebig with NoviHome's session on customer experience, and her quote, "Scared money don't make money!" We even had some of our partners spread the good word of online sales and speak on the importance of handoff and collaborating with onsite sales! Speaking of shining, congrats to our online sales specialists who won awards at the Nationals event, too! Jackie Lipinski: Magic and inspiration happens in those small moments of togetherness, and this year at the show it was no exception. The power of storytelling with marketing was the name of the game, and everyone must embody the brand and communicate it authentically. My other favorite thought-provoking moments was from a presentation from Steve Shoemaker with Ideal Homes, where he emphasized testing ideas with small "bullets" before committing to the big "cannonballs," along with Brian McCarthy with Abrazo and RIoT Technology's survivorship based analogy, which reminds us to challenge assumptions and look for the missing data before making decisions. Beth Russell: As the Builders' Show came to a close, I found myself gathered with a group of industry leading women in Sales Central, reflecting on the week and our industry as a whole. Our conversations centered around leadership, support, and the importance of creating space - for ourselves, others, and new ideas. What makes the show so special is that there's room for everyone and their unique perspectives and experiences. By sharing our journeys, we help others grow, learn, and feel empowered to step outside their comfort zones. Some of my favorite moments include:Steve Shoemaker's honest take on mistakes he made, risks he took, and lessons he learned. Chip Bell's endless charisma on stage, passionately discussing the view from the customer. The Marketing Leadership Collective Dinner at my all-time favorite, China Polblano. Brian McCarthy's natural storytelling ability.Craig Neal and Taylor Humphry throwing paper airplanes at us. All. Of. The. Hugs. Julie Jarnagin:What an amazing week with some amazing people! My favorite part of IBS 2025 was spending time with the Do You Convert team and all of our builder partners. Our very own Karla Tuten had an excellent presentation on brand consistency, reminding us just how important it is to reinforce your brand at every single touchpoint. I also heard a fascinating presentation on how AI is being used in the design space on time-consuming tasks and providing designers more time on the creative aspects of their work. Like and subscribe on your favorite platform! The post Ep 377 - 2025 Builders Show Wrap Up! appeared first on Online Sales and Marketing for Home Builders - DYC.

I was introduced to Chip Bell as Chipper Bro in Santa Barbara in the early 80's. The place, East Beach. I was a 20 something DJ on KTYD, and he was a 20 something 12 time World Champion Freestyle Frisbee Champion superstar who made a BIG life out of tossing a Frisbee and surfing. Chipper has had a remarkable career, and he's just getting started. We had not really seen each other since the early days on East Beach…flash forward to last week. We meet again at a funeral of all places. Our mutual friend Steve's mother Ardie passed away and here we are at a Catholic mass in Southern California seeing one another for the first time in over 30 years. He looks the same maybe a little bit more gray on his crazy head of beautiful hair, but still the same Chipper Bro, positive uplifting, honest, engaging, and present in the moment. Shout out to beautiful Ardie for reconnecting us. As we sat at the luncheon in the hall after her beautiful service, I knew within two minutes I had to have Chipper Bro on the show. This show will inspire you to continue to pivot, set goals, and embrace life as you feel the life-force energy that is Chipper Bro. As Chipper is fond of saying..."You Gotta Work for Hope." Surf: https://surfclass.com/ Aloha Festival: https://www.alohabeachfestival.us/ His story: Watch on YouTube Podcast: https://storiesfromthetrailer.buzzsprout.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, we have Dr. Chip Bell, who is considered a world-renowned authority on customer loyalty and service innovation. Chip talks about his experience with innovation, the evolution of customer needs, and how businesses can adapt to these changes. He narrates his journey into helping companies become more customer-centric, the necessity for continual innovation, and shares his perspectives on being a CEO and creating a culture of collaboration. He also shares lots of insightful advice for aspiring entrepreneurs, business owners and CEOs. He shares his best hacks for improving business efficiency, stressing the importance of constant learning, exploring diverse industries, and discerning insights from what you read.  Key Points: Background: Dr. Chip R. Bell has helped many Fortune 100 companies enhance their bottom lines and marketplace reputation through innovative customer-centric strategies. He is considered a world-renowned authority on customer loyalty and service innovation, having written over 600 articles for numerous business journals, magazines, and blogs, and authored nine national best-selling books. Customer Service Expertise: Dr. Bell shares best practices from organizations leading the customer loyalty charge, providing his audiences with powerful cutting-edge ideas and unique strategies that they can immediately put into practice. CEO Hack: Dr. Bell believes in reading and finding inspiration from sources such as the Harvard Business Review, Entrepreneur, Wired, and Rolling Stone. He also recommends the book "If It Ain't Broke…Break It!" as a source for innovative thinking. CEO Nugget: He advises others to find and follow their passion, maintain a balance of curiosity and humility, and always keep reinventing themselves. CEO Defined: For Dr. Bell, being a CEO means inspiring people to help others at their highest level and enabling them to be their best selves. Website: www.chipbell.com Previous Episode: author-speaker-helps-companies-with-innovative-customer-centric-strategies Check out our CEO Hack Buzz Newsletter–our premium newsletter with hacks and nuggets to level up your organization. Sign up HERE.  I AM CEO Handbook Volume 3 is HERE and it's FREE. Get your copy here: http://cbnation.co/iamceo3. Get the 100+ things that you can learn from 1600 business podcasts we recorded. Hear Gresh's story, learn the 16 business pillars from the podcast, find out about CBNation Architects and why you might be one and so much more. Did we mention it was FREE? Download it today!  

We chat with Chip Bell - author of 'Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward.Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNERead a transcript: https://www.intercom.com/blog/videos/customer-service-expert-chip-bell/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

 Make Customers Swoon and Create Zealous Advocates for Your Brand This week, we welcome Dr. Chip Bell to the Digitally Irresistible Podcast. Chip is a world-renowned authority on customer loyalty and service innovation, ranked by Global Gurus for the past eight years as one of the top 10 keynote speakers on customer experience.  Chip is a decorated U.S. Army veteran and has written more than 700 columns for business journals, magazines, and top blogs. He has appeared on CNN, CNBC, CBS, Fox Business, and ABC among others. His work has been featured in “Fortune,” “Businessweek,” “Forbes,” “The Wall Street Journal,” and the list goes on. He has authored 24 books on customer loyalty and service, many of which are award-winning bestsellers.  On this episode, we discuss nine principles to improve customer loyalty through service innovation that Chip explains in his 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles.”  A Passion for Writing and Service Chip's interest in writing began in the 11th grade when we earned an A on a creative essay he wrote about a coat hanger. This unlocked the door to creativity for Chip and later gave a voice to his passion for excellent customer service. Since starting his company in 1980, he has had a blast making a positive difference in the lives of others and helping companies develop customer-centric strategies. 9 Steps to Improve Customer Loyalty Through Service Innovation In his book, “Kaleidoscope: Delivering Innovative Service That Sparkles,” Chip differentiates between good customer service that leaves customers satisfied and innovative service that makes customers swoon and become zealous advocates for a company. For Chip, a kaleidoscope is a metaphor for the key principles that remain constant when creating profoundly remarkable customer experiences that are unique to each organization. To create the types of compelling experiences that keep customers coming back, Chip says businesses must go beyond value added and develop value unique—innovative ways to create experiences customers can't wait to tell others about. 1. Enchantment: Create Magical Experiences That Customers Talk About Enchantment is an unexpected and unique aspect of the experience beyond what the customer can imagine.  Chip's wife experienced enchantment after trading in her old car for a new one. When she turned on the radio for the first time, she discovered the service tech had programmed the radio stations from her old car. Now, more than the car, she talks about the radio—the enchanting experience that went beyond her expectations. 2. Mercy: Treat Customers With Respect and Assume Innocence Mercy is how we treat customers when things go wrong, when they're upset, and when they're angry. Chip experienced mercy when he was driving down a rural road one Sunday morning. He was the only car on the road and didn't notice when the speed limit changed from 65 mph to 45 mph because the road conditions hadn't changed. A highway patrol officer stopped Chip, and the first thing he asked was if there was an emergency. The officer assumed innocence and showed mercy. Chip got a ticket, but what stood out to him was how incredible the experience was. So much so that he wrote a letter of commendation to the highway patrol unit because of the way the officer handled the situation with mercy. 3. Grace: Show Unconditional Acceptance and Care Grace is all about unconditional acceptance, assuming the best in others. Grace is also about dramatic listening to build connections—interacting with customers in ways that demonstrate they are important and valued. Chip notes an example he saw in an upscale retail store. A few teenagers walked in with ear pods and baggy pants and the clerk welcomed the teenagers and thanked them for coming in—treating all customers equally with grace. The kids were taken aback, and one said they had to buy something. That grace and unconditional acceptance created a positive encounter because of how the customers were treated.  4. Trust: Demonstrate Trust in Customers and Empower Employees to Make Smart Decisions Trust is an essential part of how we treat customers and how we empower frontline employees. When leaders trust employees to make smart decisions on behalf of their organization, it creates better employee and customer experiences. An example of trust—from the employee and customer perspectives—was when Chip's wife stopped by the local grocery store during a jog. She picked up a few items and when she arrived at the check-out, she realized she had forgotten her credit card (she usually carried it and her driver's license when she went running). Instead of turning her away, the cashier told her not to worry about it. She knew Chip's wife as a regular customer and simply wrote down the amount owed, put it in the drawer, and told her she could pay the bill the next time she came in. 5. Generosity: Give Something Extra to Demonstrate a Gifting Attitude Generosity is the giving of something extra. It's the baker's dozen spirit of abundance integrated throughout the customer journey.  One example Chip shares is of a heating, air conditioning, and plumbing company that looks for ways to bring something extra when they make a house call. They may bring a balloon, greeting card, flower, or another small unique token that shows they care. 6. Ease: Take the Effort Out of the Customer Experience Ease is how we remove emotional effort from the customer experience. Harvard Business School marketing professor Ted Levitt used to talk about how people buy a quarter-inch drill bit, not because they want the drill bit itself, but because they want a quarter-inch hole. They'd probably like to snap their fingers and have the hole, but instead, they must go to the hardware store, find the drill bit, pay the clerk, go home, attach the drill bit to the drill, and finally make the hole. Customers would love to skip this entire process, so we need to make it as comfortable as we can for them. Chip says this applies to all processes, from filling out forms to waiting on hold for an agent, our goal should be to create an experience that the customer finds emotionally effortless—remove anxiety, worry, and angst from their experience.  7. Truth: Be Completely Honest and Open With Customers Great relationships are founded in absolute trust, so we must trust and be completely open and transparent with our customers. When people take the stand in court, they promise to tell the truth, the whole truth, and nothing but the truth. The statement is broken into three parts to emphasize the importance of telling the entire truth, without omitting details or including white lies. Chip shares an example of when he was on a flight and the pilot announced they landed on time. Chip looked at his watch and the flight was 14 minutes later than planned. The pilot viewed this as an on-time arrival because the FAA permits a 15-minute window for flights to be considered on time. Truth is being completely open and honest with customers. 8. Alliance: Create a Partnership With Customers and Seek Their Help and Feedback Alliance is about a partnership. It's about co-creating an experience with a customer that they feel a part of. This can include inviting them to provide feedback or any other action that helps customers feel like they are co-owners of the experience. By creating experiences with customers that make them feel like trusted partners, we should also treat frontline associates the same. Creating a culture of respect, alliance, and partnership produces more rewarding employee and customer experiences. 9. Passion: Exude Passion in All Interactions With Customers Passion in a customer relationship means every moment will be the best it can be. During keynotes, Marketing Hall of Famer Seth Godin sometimes asks the audience to hold up their hands as high as they can. He then asks them to hold their hands a little higher. Invariably, people can always go a little higher, so Seth asks why hold back? Sometimes we're too reserved to do our very best the first time around. With profoundly remarkable and innovative customer relationships we must deliver excitement and positive energy. When we have passion, our customers know we're doing the best we can to serve them. CX Leadership That Prompts Innovation CX leaders can inspire innovative services by treating employees like valued customers their bottom line depends on. It's essential to trust employees and empower them with training, support, and all the tools they need to make smart decisions on behalf of the organization to best serve customers.  The Ritz-Carlton famously empowers employees with the authority to spend up to $2,000 to satisfy a guest's need before bringing it to management's attention. That authority is grounded in trust that serves employees and customers well.  What Chip Does for Fun Chip travels for work and for fun. He and his wife love visiting museums in any city they visit. Next on the list is the International Spy Museum in Washington, D.C. He's on the board of the Georgia Writers Museum and is also an avid fly fisher. Always learning, Chip is taking up Tenkara, the Japanese method of fly fishing. To learn more about Chip, find him on LinkedIn and his website at www.chipbell.com. Watch the video here.  Read the blog post here.

What do you get when you combine a renowned keynote speaker and a local "hidden gem" located right here in the Lake Area? You get today's show, where I have a fun, interesting guest and get to talk about the Georgia Writers Museum, located right in downtown Eatonton! If you are not familiar with this wonderful place, or even if you are, you will enjoy today's show! Chip Bell is well known as an award winning author of quite a number of books on building customer experience and speaks to companies all over the world. His love of reading & writing led him to the concept of the museum. And of course, the fact that our local area has produced & influenced a number of significant historical writers make it possible! Some of these writers include Joel Chandler Harris, Flannery O'Connor and Alice Walker! We'll talk about some of the history involving these writers, some fun facts that few people know and interesting stories on their inspiring accomplishments. We'll talk about the Georgia Writers Museum itself, its history, what you can discover when you visit, how some of the exhibits came about and even some of the cool artifacts that are housed right here in our community! You'll hear about the many events & activities that the Writers Museum offers and ways that you can support this unique organization. I can promise you this: after you hear more about the museum, you will certainly want to visit, if you have not, or visit again when you hear about all the new offerings and what is coming soon! You may even get an idea or two for a great gift for that reader or writer on your shopping list! Connect with Chip Bell & The Georgia Writers Museum! https://www.georgiawritersmuseum.org/ 109 S. Jefferson Ave. Eatonton, GA 31024 706-991-5119 Chip Bell https://chipbell.com/

We're joined by trop rocker John McDonald & Capt Johnny Ringo of the CODE Rum company to talk about some upcoming island-themed events, the Pirates & Parrot Heads Party In Paradise Cruise in January, and the premiere of John McDonald's music video of his single "CODE Rum"! We also get to chat with Brian Burns from Sail & Song Promotions, author Chip Bell, and The Mad Hatter Gary Haas. John plays some tunes live and we enjoy an evening of libations, good conversation, and shenanigans!LinksJNC Official Sitehttps://www.jncpodcast.comJNC YouTube Channelhttps://www.youtube.com/jamsncocktailspodcastJohn McDonald Musichttps://johnmcdonaldmusic.com/CODE Rumhttp://thecoderum.com/Pirates & Parrot Heads Cruise Infohttps://www.facebook.com/events/1034752430520446Sail & Song Promotionshttps://www.sailandsongpromotions.com/Author Chip Bellhttp://www.chipbellauthor.com/Support the showThanks for listening...Watch our show on YouTube & Subscribe!https://www.youtube.com/jamsncocktailspodcast

“I have to create a kind of relationship with the customer where they go, ‘Oh, let me tell you this cool idea I had', well, they've opened the door. So what do I do to create a kind of relationship that makes them feel safe to open that door?,” explains  Dr. Chip Bell. Dr. Bell is a world renowned authority on customer loyalty and service innovation and has been ranked in the top 10 keynote speakers in the world on customer experience for the past 8 years. Today, Dr. Chip Bell gives a peek behind the curtain into the customer experience and how business owners can make improvements by getting customers more involved.  There is a lot of untapped potential residing in the customer that many business owners overlook. Typically when a company attempts to include the customer in improving their experience, they will ask for feedback or send out a survey. In order to really capture the full value of the customer relationship, it is important to gain access to the customer's imagination and give them some role in helping actually design your products and services. To do this, you must first create a psychologically safe environment where the customer feels they can approach you with their ideas without fear of negative judgment. Tapping into your customers' and employees' own curiosities  for learning will help to drive innovation farther than it ever could have gone without those unique perspectives.  The customer experience is more important than ever to the success of a business. The pandemic reignited people's desires for more personalized experiences and human connection. By getting the customer involved in helping design the experience, business owners can create a much more loyal customer base while gaining access to incredible ingenuity.  Quotes: “It's important to go much deeper and find ways to get the customer to co-create products and services with you. That means their fingerprints are all over what you create, not just that they're assessors of it, which they already are. But they actually have some role in helping you design it, because one of the things that it does is one, it gives you a chance to capture their imagination, their insight, their ideas. But second, you build a much more loyal customer.” (4:20-4:52 | Dr. Bell) “The more you have a CEO willing to sit with a person in a contact center, or ride with somebody in the front line, the more you ask them about their experience and what they hear from customers, the more they listen, because they know you're gonna be asking.” (7:28-7:44 | Dr. Bell)  “There's a limit to generosity, but there's no limit the ingenuity.” (13:13-13:16 | Dr. Bell) “In those organizations that feel a sense of character, a sense of wholeness, I don't have to worry about looking over my shoulder. I don't have to worry about being judged in a negative sort of way. I'm accepted, I'm valued, I'm important. All of those features created that atmosphere where innovation happens.” (16:51-17:11 | Dr. Bell) “I have to create a kind of relationship with the customer where they go, ‘Oh, let me tell you this cool idea I had', well, they've opened the door. So what do I do to create a kind of relationship that makes them feel safe to open that door?” (18:10-18:23 | Dr. Bell) “Ultimately it's not about you, your opponent. You're a tool, you're an instrument. It's all about others, it's what you bring to others.” (20:36-20:44 | Dr. Bell) “Every day I get up and say today I'm going to make a difference and I'm gonna have a blast. If I'm just having a blast, not making a difference, ultimately, the fun comes to an end. If I work hard to make a difference, but I'm not having fun, it comes to an end, because I can't sustain that from a motivational standpoint.” (20:48-21:09 | Dr. Bell) Links: Mentioned in this episode: Learn more about Mike Horne on Linkedin Email Mike at mike@mike-horne.com Find more about Leading People and Culture with Authenticity   Learn more about Chip Bell: Website: http://chipbell.com/   Podcast production and show notes provided by HiveCast.fm

Chip Bell and the Customer Journey of the Future by Alan Weiss

Chip Bell, author of the long-running Jake Sullivan Mystery series celebrates his latest book Why Don't We Get Drunk? with Anthony Lee Head.Charles L. “Chip” Bell, Jr., lives in the City of New Kensington, Pennsylvania, and is a practicing attorney specializing in personal injury litigation. Born on February 23, 1950, in Harrison Township, Pennsylvania, he grew up in Tarentum, Pennsylvania, and attended Allegheny College in Meadville, Pennsylvania, graduating Phi Beta Kappa and Magna Cum Laude. After serving in the United States Army from 1972 to 1974, he attended Duquesne University School of Law, graduating Cum Laude. He is the author of, currently, fourteen volumes in The Jake Sullivan Series of novels, and additionally, he is the co-author of a feature film script, “Cuba Libre”, and a television pilot script, “A1A”, both based upon The Jake Sullivan Series.Anthony Lee Head is the award-winning author of Driftwood: Stories from the Margarita Road, which was named a “Best Book of 2020” by Kirkus Reviews. He has been a trial attorney, a college teacher, and a black belt martial arts instructor. For a decade, he lived in Caribbean Mexico where he owned a small hotel and bar. Head is an ordained Lay Buddhist with the San Francisco Zen Center. He lives just north of the Golden Gate Bridge with his wife, Cheri, and seven rescue animals.Support this show http://supporter.acast.com/a1a-media-network. See acast.com/privacy for privacy and opt-out information.

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Trust the frontline! They are the ambassadors and the scouts.The CX Goalkeeper had a smart discussion with Chip BellChip Bell is a World-Renowned Authority On Customer Loyalty And Service InnovationThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.The discussion was split in 2 episodes. This is the second one...In this episode you will learn all about the book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions(1) curiosity that uncovers insight,(2) grounding that promotes clear focus,(3) discovery that fosters risk-taking,(4) trust that safeguards partnership purity, and(5) passion that inspires energized generosity… and much moreHis book suggestion:- Purple Cow, Seth GodinChip's golden nugget:Trust the frontline! They are the ambassadors and your scouts.How to contact Chip:www.chipbell.comThank you, Chip!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Chip BellChip Bell is a World-Renowned Authority On Customer Loyalty And Service InnovationThe discussion was split in 2 episodes. This is the first half. In this episode you will learn:- How to align privacy and personalization- The responsibility of impacting people's life- The balance between generosity and curiosity- The role of customer service- how Chip Bell foresees the future of CX and Service… and much more.His book suggestion:- Purple Cow, Seth GodinChip's golden nugget:Trust the frontline! They are the ambassadors and your scouts. How to contact Chip:www.chipbell.com Thank you, Chip!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Chip Bell joins the show to talk about growing up in a hockey family, youth hockey, high school hockey, college hockey and Navy Flight. It's a good one. Enjoy.

We've got a fun conversation planned for you this week with one of the scheduled speakers at The Car Wash Show in Las Vegas in November. We're talking customer experience, and how today's consumer is changing, and what you can do to make sure you're keeping them at the center of your business. Chip R. Bell is a renowned keynote speaker and the author of several award-winning national and international best-selling books on the customer experience. Ranked among the top keynote speakers in the world for seven years running by Global Gurus, Dr. Bell will leave you with the intel you need to move smartly forward with your organization. He was a highly decorated infantry unit commander with the elite 82nd Airborne and a guerilla tactics instructor at the U.S. Army Infantry School. Dr. Bell holds graduate degrees from Vanderbilt University and the George Washington University. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Chip Bell is the Senior Partner and speaker at the Chip Bell Group and author of Axiom Business Book Award winner "Inside Your Customer's Imagination". --- Send in a voice message: https://anchor.fm/marcbernstein/message

In this podcast, we feature Chip Bell, a renowned keynote speaker and the author of several award-winning, best-selling books, including his latest, Inside Your Customer’s Imagination.   Chip says customers today do not talk or tweet about good customer service, only service that is unique or over-the-top. And, if getting customers [...] The post How to Deliver Innovative Customer Experiences appeared first on AuthorExpertWire Podcast.

Chip looks at customer experience differently than many do today. He is interested in the human stories and the service customers truly want to see, even if they don't ask for it. If you want to learn more about this compelling way of improving customer experience, and get a lot of practical advice, tune in, as this is not an episode you want to miss! In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc Learn more about your ad choices. Visit megaphone.fm/adchoices

“We are seeing less of a reliance on cold metrics and more on the people,” says Chip R. Bell, regarding the shift in leadership behaviors since the pandemic. In my recent interview with Chip on LinkedIn, we discussed his 5 main tenets to approaching customer service in his latest book, “Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.” The five attributes that keep coming up are: curiosity, grounding, discovery, trust, and passion.

Chip Bell is a renowned keynote speaker on customer loyalty and the author of several best-selling books. Brian and Chip have a conversation about many of the insights and tools that Chip teaches his clients to transform them from satisfied customers to loyal brand advocates. Chip has a theory that instead of giving employees power, we should unleash the power that is already within them. Please listen, subscribe and share. https://www.buildcs.net/ brianb@buildcs.net https://www.chipbell.com/

Secrets for working with customers to create products they will love This podcast is getting a new name to better reflect our objective here—helping product managers become product masters. That new name is Product Masters Now. You don't need to do anything to keep listening, but I want you to know the name change is […]

Secrets for working with customers to create products they will love This podcast is getting a new name to better reflect our objective here—helping product managers become product masters. That new name is Product Masters Now. You don’t need to do anything to keep listening, but I want you to know the name change is […]

One of the best investments any coach can make is in developing their customer journey map. We call this your Market Pathway, a seven-stage process for attracting, engaging, and signing on the right coaching clients who you know you can serve the best. This concept of mapping out a Customer Journey was first mastered by Ron Zemke and Chip Bell many years ago and Market Pathway Mapping is what I've learned from working with over 1,100 coaches and consultants one-on-one since 2017. In this episode of Copy & Content, you will learn: The ultimate purpose of a Market Pathway for coaches to use when attracting the right clients Why the first stage of a great Customer Journey Map or Market Pathway is "Pre-Aware" The second stage of a great Customer Journey Map or Market Pathway is "Problem Aware" -- what's the key problem that your ideal coaching prospect is facing that you KNOW you can talk about in greater detail and with more empathy than anyone else. The third and final stage of the first part of a great Customer Journey Map: "Solution Aware" How to divide your Customer Journey Map ("Market Pathway") into two distinct parts. The value of raising awareness of your expertise in the fourth part called "Expert Aware" - and the three key components of "Expert Aware" How to package your expertise into 'an offer they can't refuse' - an Irresistible Offer Why arguably the most crucial part of a Customer Journey Map is validating a coaching prospect's decision to sign up for your offer. How to activate a satisfied coaching client to become a raving advocate for your expertise. How I can help you build out your Market Pathway with Keynote Content ---- Are you a speaker, coach, or industry expert who's ready to get better results with your business? Jon Cook has worked with over 1,100 coaches and consultants and 800 speakers to make their messages remarkably clear and compelling to the right audience, and today he wants to help you. Take your first step at workwithjoncook.com.

This week, Michael is joined by special guest Chip Bell. Chip R. Bell is a world-renowned authority on customer loyalty and service innovation, writing over 650 articles for many business journals, magazines, and blogs. In 1989, with his co-author Ron Zemke, he invented what is now practiced universally as customer journey mapping. In 2005, he created the now patented practice of customer forensics. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, Money Magazine, Success, CEO Magazine, and Entrepreneur. We are glad to have Chip on the show!

Chip Bell Interview Part Two on Business Developers Network Chip Bell is considered a world-renowned authority on customer loyalty and service innovation. Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal customers. Dr. Bell's keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice. 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 challenges. He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine and Entrepreneur. Dr. Bell has authored numerous national best-selling books including: The 9½ Principles of innovative Service, Wired and Dangerous: How Your Customers Have Changed and What to Do about It, Managing Knock Your Socks off Service, Customers as Partners, Magnetic Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Sprinkles: Creating Awesome Experiences Through Innovative Service, Kaleidoscope: Delivering Innovative Service That Sparkles. His newest book, Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions launched in September 2020. His books have won major book awards including the 2017 Best Book Award in the business category. His books have been endorsed by the CEOs or presidents of such service greats as Four Seasons Hotels and Resorts, Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Ultimate Software, WestRock, Morgan Stanley, La Quinta Hotels, Kimpton Hotels, and Southwest Airlines. In addition, his training programs have won numerous awards. These include “Delivering Innovative Service” with a 2016 Best Classroom program awarded by HR.com, and “Service Unleashed,” developed for Forrest Performance Group, was a prestigious 2018 Stevie award winner. Show Host: Artie Ruderman The Business Developers Network where today's leading business developers share and learn innovative business development concepts to generate greater value for their businesses. Broadcasting LIVE from the Pro Business Channel studios in Atlanta. For more info about the show sponsor visit: http://www.igscorp.net To listen to more episodes visit: http://www.BusinessDevelopersNetwork.com To view more photos from this show visit:  www.ProBusinessPictures.com To nominate or submit a guest request visit:  http://www.OnAirGuest.com ‹ › × × Previous Next jQuery(function() { // Set blueimp gallery options jQuery.extend(blueimp.Gallery.prototype.options, { useBootstrapModal: false, hidePageScrollbars: false }); });

Chip Bell Interview Part One on Business Developers Network Chip Bell is considered a world-renowned authority on customer loyalty and service innovation. Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal customers. Dr. Bell's keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice. 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 challenges. He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine and Entrepreneur. Dr. Bell has authored numerous national best-selling books including: The 9½ Principles of innovative Service, Wired and Dangerous: How Your Customers Have Changed and What to Do about It, Managing Knock Your Socks off Service, Customers as Partners, Magnetic Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Sprinkles: Creating Awesome Experiences Through Innovative Service, Kaleidoscope: Delivering Innovative Service That Sparkles. His newest book, Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions launched in September 2020. His books have won major book awards including the 2017 Best Book Award in the business category. His books have been endorsed by the CEOs or presidents of such service greats as Four Seasons Hotels and Resorts, Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Ultimate Software, WestRock, Morgan Stanley, La Quinta Hotels, Kimpton Hotels, and Southwest Airlines. In addition, his training programs have won numerous awards. These include “Delivering Innovative Service” with a 2016 Best Classroom program awarded by HR.com, and “Service Unleashed,” developed for Forrest Performance Group, was a prestigious 2018 Stevie award winner. Show Host: Artie Ruderman The Business Developers Network where today's leading business developers share and learn innovative business development concepts to generate greater value for their businesses. Broadcasting LIVE from the Pro Business Channel studios in Atlanta. For more info about the show sponsor visit: http://www.igscorp.net To listen to more episodes visit: http://www.BusinessDevelopersNetwork.com To view more photos from this show visit:  www.ProBusinessPictures.com To nominate or submit a guest request visit:  http://www.OnAirGuest.com ‹ › × × Previous Next jQuery(function() { // Set blueimp gallery options jQuery.extend(blueimp.Gallery.prototype.options, { useBootstrapModal: false, hidePageScrollbars: false }); });  

The author of 24 books, Chip's newest book, "Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions,” is due out in the fall of 2020. He is also of such bestsellers as "Kaleidoscope: Delivering Innovative Service That Sparkles,” "Sprinkles: Creating Awesome Experiences Through Innovative Service,” "The 9 1/2 Principles of Innovative Service,” "Take Their Breath Away" (with John Patterson), "Managers As Mentors: Building Partnerships for Learning" (with Marshall Goldsmith), “Customers as Partners,” "Managing Knock Your Socks Off Service" (with Ron Zemke), and “Magnetic Service” (with Bilijack Bell). He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot, and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last six years in a row among the top three keynote speakers in the world on customer service, with two years in the top slot. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the U.S. Army Infantry School. His training programs have won awards including a Stevie Award in 2018. He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine, Success Magazine, Real Leaders, CEO Magazine, and Fast Company.

Dr. Chip Bell is a highly sought-after keynote speaker and a prolific writer. He is considered a world-renowned authority on customer loyalty and service innovation. In fact, Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Chip talks about his new book, Inside Your Customer's Imagination. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

Today's interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent performance and customer intelligence. Jeff and Conrad join me today to talk about bias in data and algorithms, discriminatory and racist calls in contact centres, what most companies do about them, what they should be doing about them and what we should be doing to improve both customer and employee experience. This interview follows on from my recent interview – The secrets behind tapping into your customer's imagination – Interview with Chip Bell – and is number 369 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is with Chip R. Bell, a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of books, many of which are focused on how we can improve customer service and experience. He joins us today to talk about his new book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, what it's about, what we can learn from it and what we should be doing to improve both customer and employee experience. This interview follows on from my recent interview – The relationship between trust, honesty and simplicity when it comes to customer and employee experience – Interview with Brian Rafferty of Siegel+Gale – and is number 368 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

In this episode, Chip Bell joins us in the studio.  Chip is the author of Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions. Here are the key points from our discussion: 1.  Winning on price is a short term strategy   2.  Servant leadership and coaching inspires great customer experiences   3.  Partner with your customers to create solutions and products that fit their needs and wants   4.  "Be the customer" to understand their pain points from their point of view     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok:  https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

In this episode of The Leadership and Learning Podcast, host Randy Goruk, has a conversation with guest Chip Bell about his new book - Inside your Customers Imagination: 5 Secrets for Creating Breakthrough Products, Service and Solutions. They explore the secrets and provide many examples of co-creation and leadership best practices to ensure a unique and differentiated Customer Experience. In this episode you will learn: How the ‘Customer Experience' can be a key differentiator for companies. Innovation is key to survival. The traits of successful innovative companies. The importance of co-creating products, services and solutions with your customers, not just on behalf of your customers. How co-creating products with your customers leads to customer loyalty. The power behind asking ‘dreamer questions.' The value of ‘being the customer'. How leaders who listen to learn are more effective with customers and employees. The importance for leaders to demonstrate humility and authenticity to create an environment where employees can make a difference. The importance for a leader to create an atmosphere of trust and transparency in their organization.

Chip Bell is the author of 24 books, Chip's newest book, “Inside Your Customers Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions” is due out in the fall of 2020. He is also the author of bestsellers “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Awesome Experiences Through Innovative Service,” “The 9 ½ Principles of Innovative Service,” “Take Their Breath Away” (with John Patterson), “Managers As Mentors: Building Partnerships for Learning” (with Marshall Goldsmith), “Customers as Partners,” “Managing Knock Your Socks Off Service” (with Ron Zemke), and “Magnetic Service” (with Bilijack Bell).   He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last six years in a row among the top three keynote speakers in the world on customer service, with two years in the top slot.   Questions   Could you share with us a little bit about your journey, how it is that you got into this whole customer service? You have written many, many books, and I had the privilege of you sending me a copy of the one of your most recent one “Inside Your Customers Imagination: 5 Secrets for Creating Breakthrough Products, Services and Solutions. And I found it really, really insightful. Could you share maybe one to three things that you think is really critical for us to get inside our customer’s imagination? In your book, you talk about curiosity, being grounded, discovery, you talk about trust and you talk about passion, of those five secrets that you believe are breakthrough tactics or strategies in order to really get into your customer’s imagination. Which one do you think is the most important? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you, maybe books that inspired you to become an even better writer? Could you share with us maybe one thing that's going on in your life right now that you're really excited about - either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or saying that during times of adversity you’ll tend to revert to this quote, it kind of helps you get back on track or to get you more focus?   Highlights   Chip’s Journey   Chip shared that he has always had a fascination and an interest in the customer; he studied it in graduate school. What makes people buy, what influences customers to make decisions that they do and how organizations manage that influence and how do they create cultures that create great experiences? Most of his work has been focused on the customer experience. That is what when we encounter a customer, whether it's face to face, the ear to ear, click to click, we give that experience in such a way that it's a memorable experience and a very positive way. So it's been an exciting, he has been at it for 40 years now. He’s still learning every day, but we're all customers, so it gives him a chance to hopefully influence how that's done through the organizations that he works.   Getting Inside Customer’s Imagination   Chip shared that he thinks it starts with recognizing that the customer’s imagination is inside. And he likes to think of it as a door open only from the inside. So, the challenge becomes, how do I create a relationship or a partnership with the customer in such a way that they want to open that door and share their insights, ideas, creative thoughts in a way that helps them with us, co-create new products, services and solutions. So the book is really about how do I build that relationship, how do I build that partnership that creates a sense of excitement and safety and a willingness for the customer to open that door and share their ingenuity and insight and creativity.   Me: And so, we really have to dig deep into what the customer is looking for. A big part of when I was reading through some parts of the book, it focused on ensuring that you have curiosity. And I'd like for you to share with us in your own words. What exactly is curiosity, especially in the sense of customer experience? Why should we be curious and how do we exercise that skill?   Chip shared that he thinks part of it is the one of the ways which we demonstrate we really care about the customer. We all go to reunions, family reunions or school reunions. And we always engage, we eat too much food and we engage in a lot of superficial conversation. But every now and then somebody, a family member or friend, demonstrates that they really are interested in us. And they ask different kind of questions, “You still work in and are you still doing this?” And so, they really want to know what makes us tick, what do we feel and what matters to us. And we walk away from those conversations feeling not just heard and understood, but truly valued.   So he thinks part of curiosity is how we demonstrate that deep curiosity. One of the techniques he talks about in the book is called Be the Customer.   And he borrowed it from most parents who have children who are in Little League, when that child has the bat and the pitcher is about to throw the ball, they'll yell to that child, “Be the ball, be the ball.” Which is all designed to get the focus, focus on that ball, it coming their way. It increases the likelihood that they'll be hitting it.   And so, he thinks in much the way be the ball, be the customer, try to be the customer. He gave you a funny example. His wife's hairdresser, Johnny Odair, has been known to get a permanent. He said, “Johnny, why do you get a permanent?” He said, “I realized that when women get a permanent is often one of the most uncomfortable and awkward situation, so if I figured if I went through what they went through, then I would see the world through their eyes and because of that, I made changes in the experience to make it a more comfortable experience for them.”   That's to him, a great example of him working to try to deeply understand a customer, when the customer senses that sense of quest to understand them at a deeper level. Then they feel a sense of kinship with us, a sense of partnership with us.   So it's looking for techniques, it might not be just talking to the customer or just doing customer research, it might be talking to people who know the customer in a different way. He gave an example and he uses this example in the book. He has a friend of mine, John Longstry. John used to be the General Manager of a huge hotel in Dallas, Texas, and he realized that he wasn't learning enough about what really was important to customers through the front desk.   Now, if you think about checking into a hotel, when you check out, typically the front desk will say how was your stay? And we usually have a one-word answer, fine. And not much learning is going on from the word fine. So, what did he do? He'd already been doing focus groups with the taxi drivers who frequented his property to take guest to the airport, DFW airport.   And so every quarter he would hold a focus group, he buys these taxi drivers who frequent his property hanging out because it's a nice fare from his hotel to the airport so a lot of them would hang around to take now, Uber, Lyft.   But then it was it was taxi drivers. And so he would hold focus groups with these taxi drivers. And what he would learn is not just information and understanding, but insights. For example, he learned that when the customer complained to the taxi driver that their towels in their bathroom smelled a little scorched like they'd been in the dryer too long and housekeeping, what they really were worried about was a hotel fire started in housekeeping or dust bowl under their bed, in their room. What they really were concerned about were are there bugs in my room?   So the goal was not just information that gave you superficial information. Like there's a light out in the parking lot, thank you so much, but when the customer spotted a security light out in the parking lot that was burned out, they worried about security in their hallway.   Well, by taking that insight level, he was able to make improvements and changes that really impacted customers in a way that they couldn't even describe. Not something you'd necessarily write on a comment card when you're checking out, but it taught him a lot about what was really going on in the mind of that customer.   Well, that's the kind of technique, who knows my customer? What if I talk to them, not just my customer, what would I learn from that? And so, again, that's part of curiosity is how they look for ways to demonstrate to the customer that they really, really do care. And part of it is how they show them that when they provide feedback, that it really matters.   The research shows 95% of companies in the industrialized world asked their customers for feedback, 95% of them, but only 5% of them let the customer know what they did with that feedback.   And so, when we get those surveys, it's no wonder that we don't fill them out because we go, “Why should I, it is not going to make any difference.”   And so it's learning to tell the customer, you did this, you asked for this, this is what we're doing with it. And so, it tells the customer, you matter, you're important, you're valued. And from that kind of relationship, when you ask them, what's something cool we can do, they can give you creative ideas.   Me: There was also a part in a book that you spoke about as it relates to curiosity, where the company got permission from the customers to watch them shower. I found that so interesting. I was like watching them shower.   Chip stated exactly. He’s doesn't know who volunteered to do that, but yeah, it's MOEN revolution. And what they did was they wanted to learn how customers experienced a showerhead and what they found from their research by getting customers to say, “Let us watch you in a shower and see what you do and not just invade your privacy.” But they found it about 35% of their customer’s time is spent avoiding the spray. It gave them the insight they needed to design a different kind of spray that they didn't spend so much time avoiding the spray for the shower. Giving a similar example.   He works with the major hotel chain would ask customers when they checked in if they were a familiar customer or a frequent customer. They would say, “We'll give you a discount on your room rate, if you'll let us follow you to your room and watch you unpack.”   And a customer goes, “What?” But what they really were interested in is they wanted to see how the customer settled into the room. And so what they discovered at that particular time, this is a giant hotel chain. What they discovered is that sometimes customers will bring up their own hairdryer. Well, most of us bring hairdryers. But back then, what you would do is in order to use your hair dryer, you had to unplug the one that was plugged in the wall. They already provided you a hairdryer, but you like yours because it's hot or whatever. Well, nobody complained about the fact that you made me unplug your hairdryer to plug mine in. But there's a little irritant, there's a little negative, or they found that when a couple checked into a hotel, there was only one luggage cradle in the room for them to put their own luggage.   So we all know what happens then, he puts his luggage on the floor. Well, there's another little work that's a negative, but nobody ever put that on a comment card. But you add up enough little workarounds like that, you got a negative experience the customer can't even talk about it because it's so subtle.   Watching the customer, they go, we could fix this, we could provide another receptacle for their own hairdryer or we could hardwire ours into the wall so the receptacle is available for them to use their own hairdryer or every time a couple checks in, we can have housekeeping bring another luggage cradle to the room, all of these easy fixes. But there are things that the hotel didn't notice or didn't know because they were too subtle for the customer to say anything about it. And we don't notice the things where we live. We quit seeing the wallpaper a long time ago. And so, we take it for granted, we don't see it. And so, we're blind to the details that customer sees. So, again, it's looking for those ways to say, “I want to go deep inside that customer's world and their experience to understand and demonstrate my understanding to that customer so they feel valued.”    Important Breakthrough Strategies To Get Into Your Customer’s Imagination   When asked about which of the 5 secrets is the most important tactics or strategies in order to get into customer’s imagination, Chips stated curiosity. He thinks it is the foundation, that's what started with it first. Interestingly enough, where these five secrets came from was, he knew the book was going to be about innovation and co-creating with your customers.   And so, he looked at organizations that we all know famous for innovation. And we can all think of if you ask anybody, who are the most innovative companies on the internet, most people will talk about Google or Amazon or Pixar, they'll have names like that. If you go in those cultures and you say, “Okay, what are these cultures have in common?”   You find their cultures are all about curiosity, they're all about grounding or focus, they're all about risk taking that leads to discovery. They're trust and they're about passion. So those are the five things that are common among cultures. So he thought, what if you took those same five features of an innovative culture and apply them to a relationship, in this case, a relationship with a customer? What would that be like? What would that partnership be like? So that's the basis for those five secrets to breakthrough products, services, solutions.   They're fun things to do but part of it is how do you get customers to drink with you? He knows the listeners love tactics that they can use and apply, but sometimes we focus on asking customers only about their needs and expectations when the world of the imagination is around the customer's hopes and aspirations. And he'll give a fun example. He was working with a large pizza delivery company, one world-wide, we all know this pizza company. And he believed when he did started the research that when you talk to lots and lots and lots and lots of customers about this company that they were going to focus on product, price and process, meaning your pizza is not very good or it cost too much or it takes too long to get it to him, pizza price, product and process. But when they asked dreamer questions, they learned a whole different set of things.   For example, a dreamer question is where you asked the customer to think beyond what's now present. For example, one question they would say is like, “What’s something no pizza company is doing that would be really cool?” Well, one of the answers they have here in is, “What about the pizza box?” They said, “What?” “The pizza box? You know, I get this delivered pizza, it's got this box and I end up having to throw the box away. What would it be like if you did something with a box?” “Well, like what would you have in mind?”   Well, it could be like a color a picture or a puzzle or it can be a mask you could have for kids to wear a mask. They could just cut it out.”   And so, sure enough, several years later, he’s working with the paper manufacturer that made pizza boxes for this company and sure enough on the inside lid, they had put puzzles or coloring things for kids or various different things. And they put a sheet of wax paper between the lid and the pizza so it didn't soil the inside of the lid. And it turned, nobody would have thought of that. But they only get those kind of things when you take your customer into the world and you focus, that's what grounding is all about. You focus on new applications, new solutions, and all of a sudden you get a whole different world.   Me: That's so true, that's really innovative. And that's a good point because we really do throw the pizza box away so why not find something else to do with it that could be more than just throwing it in the garbage.   Chip agreed and shared that the really wise companies get their customers to help them. A good example is Starbucks. Starbucks is a very creative company, but they get customers to help them. For example, things like splash sticks that go in your coffee cup lid, customers came up with that, Starbucks didn't come up. Cake pops that looks like a little lollipop, but it's made out of cake, customers came up with that. Pumpkin spice latte in all the stores, these are all things the customer came up with, company didn't do that.   But it means you got to take your customer into an imaginary world with new ideas and new concepts and new applications and help them think with you. And that's why he loves the concept of creation, is you're not making stuff for the customer or on behalf of the customer, you're doing it with the customer. And so, not only do you get their creativity to add to yours and come up with all kind of new stuff, but you're also building the loyalty of that customer, because when they got their fingerprints on what you're creating, they feel a commitment to it and their loyalty goes up.    App, Website or Tool that Chip Absolutely Can’t Live Without in His Business   When asked about online resource that he can’t live without in his business, Chip stated that he will share two of them. One he can't live without in his personal life is called Sound Hound. And sound hound is a great website because how many times do you go in a store and they're playing music guide, you go in a store and they’re playing a song and you go, what's the name of that song? Sound Hound is an app that allows you to hit that thing and it listens to that song, not only does it tell you the name of the song, but it also gives you the lyrics and if you want to buy it, you can buy it right there. So, for him, it's a great app that he that he uses a lot.   And in his business life because he’s a writer and he writes a lot of stuff, lots and lots of articles and blogs and so forth. Grammarly has been a godsend because he doesn't know anything much about the English language from the standpoint of grammar. He doesn't think he did very well on those courses in school. And so, Grammarly is a program that allows you to when you finish writing a blog or an essay or a letter or anything, you can simply put the letter inside Grammarly and it'll bring up and tell you, this is a different way you need to say that or you've got this misspelled or this should be an ‘are’ not an ‘is’. And it'll correct all your grammar or at least tell you what it sees is wrong and give you the choice to correcting it or not. But it also provides you the rationale, so you get to learn a little bit more about what a ‘dangling participle’ or a ‘split infinity’ is. But it's a great tool for him, particularly from a writing standpoint.     Books That Have Had the Greatest Impact on Chip   When asked about books that have had the biggest impact, Chip shared that the one he remembers that he thought was a powerful book was a book called Watership Down: A Novel. It's an old book by Richard Adams. And it's a favourite book of his because it's basically a fiction story of a group of rabbits that get the feeling that they're down, their warren where they live is in danger. They don't know why, it turns out it's like a construction crew that's come in and build housing development where they live. And so, they have to journey across England to find a new home. There are many, many, many adventures and stories. And it's a great story, they actually made a movie of it. But the use of stories, the use of myths, the use of fables in their interaction is, he thought, one of the most creative uses of how they do that. So, that's one book that's been an inspiration for him.   Another one is a book by his friend Seth Godin called Purple Cow: Transform Your Business by Being Remarkable. Great book and it's in the marketing category, but it underscores the power of being distinctive, to being different. And he's a very, very creative guy who's written many, many books. But how you will only succeed through your service and product if you find a way to make it unique, different. What he calls value unique, not value added. And that's been his work in the customer experience world. Value added is taking what customers expect and add more. The problem with that is you run out of room because the expectations of the customers go right up with you and so you add more and more and more and more, and pretty soon you’re going to go bankrupt or run out of room. And so it's like, “You're a great customer of ours, we'd like to upgrade you to the first class or if you're a frequent flyer.”, that approach of a linear value added approach to him has limitations.   So, his work is all around value unique and it's not looking at generosity, but ingenuity, what can add to that’s unique, that's different, that will surprise the customer in a way they didn't expected. Value added usually that you aren't shocked by the fact that they upgraded you or added more comped your dessert, it doesn't shock you. But if you did something that was totally unique, different, all of a sudden you'd be talking about that. And his belief is that the pinnacle, the height of customer loyalty is when the customer tells great stories about you, not just recommends you, but they say, “You're not going to believe what happened to me.” And they tell a story that's going to have more influence on a prospect than simply a recommendation. And so how do you create the stories? Well, that takes something unique. His wife as a new car and she traded in old car and got a new car. And a week after she had a new car, she turned on the radio for the very first time and discovered they had programmed in her radio stations from her trade in.   Ingenuity and she tells everybody about the radio and not about the car. And so, it's little things like that, it's making sure that when you take your car in to be service and you're going to be waiting for it, they've got in your profile and they've got a current machine or, one of those cake cup machines, that your favorite coffee is there available. So when you have to wait on your car to be serviced, you got hazelnut coffee, which is the one you like, it's little things like that that personalize the experience.   But it's thinking about it; think about Crackerjacks in the world of service. Crackerjacks is a 100 year old product. And what we loved about Crackerjacks was not the caramelized molasses flavored popcorn, but the free prize, which was actually workless, but emotionally priceless, we knew we were going to get a prize because it said so on the box, but we didn't know exactly what it was going to be. It’s that thinking, that concept applied to the world of experience, to the world of customer service is his world and Seth’s book, The Purple Cow, he thought was a very, very insightful book that was very helpful to him. So those are two he’d recommend.    What Chip is Really Excited About Now!   Chip shared that he and his wife are on the board of the Georgia Writer's Museum, he lives in the state of Georgia and they have a writer’s museum that celebrates famous writers that live in the state, many of whom have all passed on, people like Jimmy Carter and Martin Luther King and folks like that. And he’s on the board of that museum and so he gets to serve as sort of the museum curator to design new exhibits. And so, that's a fun thing for him to do.   The other thing in terms of his work is he stumbled onto a new concept called anticipatory innovation. And so now he’s developing a whole new body of work around anticipatory innovation.   And what that is, he gave an example and then he’ll come back and describe it. When he and his wife stayed in a Hampton Inn, they provide you a coffee pot and they provide you paper cups. Now, if you happen to be in a situation where you and your significant other both fix your coffee the same way. And you fixed a cup in the room and they got the paper cups in the room for years, invariably you're going to run into a situation where you go, “Is this my cup or yours?”And so, what they did is they put on the front of the cup, on one cup they put lips like somebody put lipstick on and kissed it. And on the other one they put a mustache and so it's very clever, but it fixes a situation that you encounter they go, “Oh, I know this one's mine because it's got the lips on it or it's got the mustache on it.”   But it's that you anticipate you're going to encounter. Another example, Tampa Airport, the rental car where they put all the rental cars is inside the parking deck. The first thing you do when you get inside a rental car is you going to set your GPS. The problem is there's no internet inside that structure. So, what did they do?   As soon as you exit the parking deck, there is a GPS, pull over and little parking slot you can pull in that does have does have Wi-Fi internet so you can set your GPS before you actually leave the parking lot. But they thought about that, they thought ahead and say, “What’s a little problem or challenge or hiccup that the customer may encounter that we can anticipate and provide an easy fix before they get to that hiccup?” And so, that’s a whole new world, he calls it anticipatory innovation and there’s not much research done about it, nobody has written much about it, he has written recently an article for Forbes that’s called, Are You Using a “Boy” or “Girl” Cup?. But it’s little things like that that now is a whole world he’s researching and trying to create a whole new body of work around. In his business life, that’s what he’s working on.   Where Can We Find Chip Online   Chip shared listeners can find him at – Website – www.chipbell.com Email – chip@chipbell.com   Quote or Saying that During Times of Adversity Chip Uses   When asked about a quote or saying that he tends to revert to, Chip shared, “Give to the world the best you have and the best will come back to you.”   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions by Chip R. Bell Watership Down: A Novel by Richard Adams Purple Cow: Transform Your Business by Being Remarkable by Seth Godin Are You Using a “Boy” or “Girl” Cup? By Chip Bell   The ABC’s of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Listen to episode 101 of The CXChronicles Podcast where we welcomed Chip Bell, Author, Speaker and Consultant!Chip and Adrian talk through The Four CX Pillars; Team, Tools, Process and Feedback and Chip gives the listener tons of ideas for how they can improve the customer experience and service within their company and team. Chip is a world-renowned authority on customer loyalty, partnership and service innovation, he has written over 700 articles and blogs for business journals and magazines. He has appeared live on CNN, CNBC, CNN, Fox Business, Bloomberg TV, ABC, and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, Fast Company, Inc. Magazine, CEO Magazine and Entrepreneur. Global Gurus 2020 ranked him the #3 keynote speaker in the world on customer service. He has been ranked in the top 3 for six straight years.Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and a guerrilla tactics instructor at the U.S. Army Infantry School.Huge thanks to Chip for coming on the show and talking with the CXNation! Support the show (https://cxchronicles.com/)

How can your company innovate in simple ways? By getting inside their imagination and enlisting them to help you improve.  Join me for a fun conversation with Chip Bell, author of Inside Your Customer's Imagination, one of the best customer service books I've read in 2020.  Listen in as Chip shares stories about co-creating with customers in companies large and small. 

ABOUT CHIP:Chip R. Bell is a senior partner of the Chip Bell Group. For the sixth year in a row, Global Gurus in 2020 ranked him one of the top three keynote speakers in the world on customer service. Bell has appeared on CNBC, CNN, Fox Business, Bloomberg TV, ABC, CBS, and NPR, and his work has been featured in Fortune, Wall Street Journal, Financial Times, USA Today, Success, Businessweek, Entrepreneur, Money, and Fast Company. He is a regular columnist for Forbes.com, MoneyInc.com, CEOWORLD Magazine, Real Leaders, and TheCEOMagazine.com. The author of 24 books, Chip's newest book, Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions. Connect with Chip Bell through his website, LinkedIn, Facebook, Twitter or Instagram.______________________________ABOUT JARED:Jared Nichols is the founder and creator of The Foresight Academy, a groundbreaking program that teaches leaders and teams the same skills that innovators, industry disruptors, and change makers, have used to guide and shape the future they wanted to see. Jared is also a futurist, advisor, and professor of Strategic Foresight at the University of Tennessee's Haslam College of Business, in Graduate and Executive Education. He teaches leaders, teams, and individuals, how to think like futurists so they can create the best future for themselves and the people they serve.His insight and expertise is utilized across a wide variety of sectors and industries from Fortune 500 companies to government municipalities, entrepreneurial start-ups, as well as his work in Hollywood with accomplished actors, writers, and producers, helping them reinvent themselves and discover new areas for growth both inside and outside the bounds of their industry. Jared is also musician, composer, competitive cyclist, and trail runner living in Charlotte, North Carolina with his wife and their two sons.Learn more at: http://www.nufuturist.com/______________________________Additional Resources:Get a Free Copy of my Book! Learn the top 3 skills that will equip you to create the future on YOUR terms. Get a FREE digital copy of my latest book, The 3 Skills You Must Have to Create the Future You Want to SeeTake 33% off The Future 3 Skills Builder Course Series! Master the 3 Skills quicker and with greater confidence by enrolling in, The Future 3: Skills Builder Course Series!Earn Your Official Certificate in Strategic Foresight from The University of Tennessee! Learn the same skills that innovators, industry disruptors, and change makers, have used to guide and shape the kind of future they wanted to see. All while earning your Certificate in Strategic Foresight from, Haslam College of Business, University of Tennessee, when you enroll in The Foresight Academy! Hosted on Acast. See acast.com/privacy for more information.

We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences. Clientship's Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his wealth of experience both in terms of the value in better serving customers' needs as well as deepening their customers commitment to a company because of the collaboration activity. Chip unpacks 'eccentric listening' and other tecniques aligned to the 5 ideas presented in his book. With real world and business case examples the conversation builds on the importance of building trust, respect and a safe environment for customers to 'open up the door from the inside' and share their ideas to help companies grow'.Whether you are a corporate or an SME, in insight or activation, Chip explains the value and importance of getting more from your customers than just their transactions. Chips book is available now via Amazon and other bookstores

Interview by Chicke Fitzgerald of the Game Changer Network, showcased on C-Suite Network  "Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results." --Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, "If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer. Chicke Fitzgerald is an e

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg Blog link: https://engati.com/blog | Subscribe now. Chip Bell, Senior partner at Chip Bell group talks about Fuelling customer loyalty on Engati CX. He says that it is important to listen to the employees that are on the front line dealing with your customers. He also mentions that most customers need 24/7 access to certain businesses and automation helps them provide it. If you like the video, please subscribe to the channel, so we could keep producing more content like this! Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ https://www.engati.com/glossary/customer-loyalty-program https://www.engati.com/glossary/customer-loyalty #ChipBell #EngatiCX #customer

In this ongoing series, hosted by Paul Cardis, Paul explores how you can disrupt your market through innovative thinking that puts the customer first.In this episode, you can connect with the internationally renowned customer service expert, Chip Bell. Chip was rated the number one customer service consultant speaker in the world in 2015. And he's been rated among the top three, worldwide by global gurus. He's written 24 books. Nine of those books are national bestsellers and he's a three time New York times bestseller as well. He's worked with Ritz Carlton USA, a American express Southwest Airlines, Cadillac, and well, the list goes on! Many thanks to our partners at the University of Denver for their editing and post-production talents, specifically Lija Miller and Lisette Zamora-Galarza.The University of Denver Franklin L. Burns School of Real Estate and Construction Management, teaches the full life cycle of the built environment. From integrated project leadership skills to a cohesive understanding of the built environment ––experience the only school of its kind!"Upbeat Party" is brought to you by Scott Holmes, songwriter from Free Music Archive. Support the show (http://www.housinginnovationalliance.com/join-us/)

In this episode, Paul Cardis hosts a lively discussion with renown CX expert Chip Bell. Chip is ranked the #3 Most Influential Customer Service Leader in the World and author of 23 books in the customer experience field. In the podcast, Chip shares key insights about the nature of today's customer and his work applies to the home building industry, an area he is expanding his service offering. Plus, get an early look into his new book, Inside Your Customer's Imagination which published in September of 2020.

Episode 73 of the Exponential Organisations podcast - Chip Bell - Author of "Inside Your Customer's Imagination" Chip is a highly sought-after keynote speaker and a prolific writer. He is a world-renowned authority on customer loyalty, partnership and service innovation, he has written over 700 articles and blogs for business journals and magazines. His newest book, Inside Your Customer's Imagination, is the focus of today's podcast. To surprise and awe your customers, Chip advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. You can buy the book on Amazon here. Chip is the owner of Chip Bell - https://www.chipbell.com - and the website contains lots of valuable material and an excellent blog. The host of the podcast is Lance Peppler. Email him at lance@ideastorm.co.za or visit www.ideastorm.co.za. --- Support this podcast: https://anchor.fm/lance-peppler/support

In this episode, we are joined by author Chip Bell, who has done many unique, innovative, and creative approaches to mobilize his network to support his 24 book launches. He shares what he's done in the past to market his books, and unique approaches to engage your network. Click here for our show notes. Please feel free to send a message to Becky and Christy to share your thoughts!

Top Takeaways:-      Good customer service and experience principles can be applied in any relationship—professional or personal. -      Successful companies known for their innovation all share common cultural values of curiosity, grounding, discovery, trust and passion. Add these five elements into your relationship with your customers. -      Secret #1: Curiosity helps you learn about and understand your customers better. This makes customers feel not just heard, but valued, and makes them more likely to collaborate with you to find new solutions. -      Secret #2: Grounding is about focus. Focus on not just your customers’ needs and expectations, but also their hopes and aspirations. This will turn your business relationship into a partnership. -      Before you can focus on the customer, you must first understand who you are, what your company is about and what your collective values are. This will help you understand your role in the customer’s journey. -      Secret #3: Discovery is about risk-taking, which can be scary, so reframe this around learning. Every risk and every mistake are opportunities to learn something new and improve. You must create a safe environment for your employees and customers so they’ll want to take risks. -      Secret #4: Trust is about authenticity, transparency and above all, truth. Companies must emphasize the truth—the whole and complete truth—in their culture and values. -      Secret #5: Passion is the energy, enthusiasm and excitement about what you do. Find out how to create that passion and identify what holds you back. -      Bring the best of who you are not only to your interactions with your customers and colleagues, but to everyone you encounter. Quote:“Curiosity, where someone is intensely interested in who we are and what we’re about, is something we don’t experience a great deal. When customers experience it, they feel valued, not just heard.” About:Chip Bell is a senior partner of the Chip Bell Group, a top customer service keynote speaker and a bestselling author of 24 books. His latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Learn more about your ad choices. Visit megaphone.fm/adchoices

Chip Bell, one of the world's leading customer service experts, describes how we can become better at our jobs and our lives by serving others. Chip is a masterful storyteller who stories entertain as well as enlighten. www.chipbell.com 

You are going to really enjoy this conversation I had with Chip Bell!Chip is a world-renowned authority on customer loyalty, partnership and service innovation, he has written over 700 articles and blogs for business journals and magazines. He has appeared live on CNN, CNBC, CNN, Fox Business, Bloomberg TV, ABC, and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, Fast Company, Inc. Magazine, CEO Magazine and Entrepreneur. Global Gurus 2020 ranked him the #3 keynote speaker in the world on customer service. He has been ranked in the top 3 for six straight years.His newest book, Inside Your Customer's Imagination, will be released in September, 2020. Nine of his books have reached national or international best-seller status

We have the tools for accounting principles, and these have remained unchanged for years. Yet we have no real tool to measure customer loyalty, and every bit of cash flow starts with cash from the customer's pocket. Kevin is joined by Rob Markey. He is the author of a new Harvard Business Review article on how to run a company to maximize customer value, “Are You Undervaluing Your Customers?" He is also the co-author of The Ultimate Question 2.0. Rob believes that customer loyalty and company success go hand in hand. Companies with high satisfaction rankings grow revenues roughly 2.5 times as fast as their industry peers. Leaders need to find ways to get the voice of the customer in front of the entire organization, not just sales or customer service (regardless of the size of the organization.) Rob also shares ways to destroy customer value (a lesson on what not to do). In this episode, Rob discusses: Customer value. Leading for loyalty. Relationship recovery. This episode is brought to you by... 13 Days to Remarkable Leadership, a free leadership video series based on Kevin's book, Remarkable Leadership. You can learn more at https://remarkablepodcast.com/13days  Additional Leadership Resources Book Recommendations: The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld and Rob Markey The Essential Drucker: The Best of Sixty Years of Peter Drucker's Essential Writings on Management by Peter F. Drucker Blindness by Jose Saramago Are You Undervaluing Your Customers? Net Promoter System Podcast Net Promoter System Connect with Rob Markey: Website | LinkedIn | Twitter Related Podcast Episodes: Delivering Innovative Service with Chip Bell. Leading Customer Loyalty with Sandy Rogers. Why Customers Leave with David Avrin.

As a leader of a team, you will most likely be asked to solve a problem. Thomas Wedell-Wedellsborg found that we often move into solution mode before thinking about whether we are solving the right problem. He and Kevin sit down to talk about problem-solving and more specifically about reframing the problem. During research for his latest book, What's Your Problem?, Thomas found that 85% of companies said they often struggle to solve the right problems. As a leader, you don't have weeks or even days to resolve issues, and we need to be quicker solving the right problem first. Thomas shares examples and tips to help master the skill of reframing because to solve some of your toughest problems, you need to change the problem you solve. In this episode, Thomas discusses 1. The importance of reframing. 2. Ways to reframe. 3. Role of team members in reframing. This episode is brought to you by... 13 Days to Remarkable Leadership, a free leadership video series based on Kevin's book, Remarkable Leadership. Learn more at RemarkablePodcast.com/13days. Additional Leadership Resources Book Recommendations: What's Your Problem?: To Solve Your Toughest Problems, Change the Problems You Solve by Thomas Wedell-Wedellsborg Upstream: The Quest to Solve Problems Before They Happen by Dan Heath Think Like a Rocket Scientist: Simple Strategies You Can Use to Make Giant Leaps in Work and Life by Ozan Varol Invisible Solutions: 25 Lenses that Reframe and Help Solve Difficult Business Problems by Stephen M. Shapiro The Age of Living Machines: How Biology Will Build the Next Technology Revolution by Susan Hockfield Connect with Thomas Wedell-Wedellsborg: Website | Book Site Related Podcast Episodes: Leadership Productivity Principles with Maura Thomas. Delivering Innovative Service with Chip Bell. Thinking in New Ways About Important Things with David Burkus. The Innovation Stack with Jim McKelvey.

In this episode, SLI founder Art Barter has a conversation with Dr. Chip R. Bell about what good customer service looks like. Bell is a world-renowned authority on customer loyalty and innovative service. In fact, in 2019 Global Gurus ranked him in the top three keynote speakers in the world on customer service for the fifth straight year in a row. He also is the author of numerous national and international best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Magnetic Service, The 9½ Principles of Innovative Service and Customers as Partners. His books have been translated into over a dozen languages. His newest customer service book is the award-winning, best-selling book Kaleidoscope: Delivering Innovative Service That Sparkles. Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, Fox Business, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, and Fast Company. We hope you enjoy this episode. For information on Dr. Chip Bell, visit his website: www.chipbell.com. We also have a free gift for you courtesy of Dr. Chip Bell.  It’s a downloadable sample chapter of his book Kaleidoscope: Delivering Innovative Service That Sparkles. To receive this free gift email us at info@servantleadershipinstitute.com with the subject “Chip Bell” and we will send it over to you.

Customer Service…if we aren't serving external folks, we are definitely serving internal people. Micah Solomon is the author of Ignore Your Customers (and They'll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience. Micah joins Kevin to discuss the role customer service plays within your organization. Micah is also known as the customer service turnaround expert and works with companies to help them get back to basics. Organizations need to recognize that are serving both their external customers as well as their employees and vendors. If your Yelp review looks good, yet your Glassdoor rating isn't great, chances are you will soon lose your customers. Micah shares stories of organizations doing it right, whether it be a “wow” or an authentic experience. In this episode, Micah discusses 1. Customer service culture. 2. Hiring for customer service (WETCO). 3. The power of WOW. This episode is brought to you by... Unleashing Your Remarkable Potential, Kevin's free weekly e-newsletter. It's full of articles and resources to help you become a more confident and successful leader. Sign Up Additional Leadership Resources Book Recommendations: Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience by Micah Solomon Olive, Again by Elizabeth Strout Growing a Business by Paul Hawken Learn more about Ignore Your Customers (And They'll Go Away). Connect with Micah Solomon: Website | Twitter | LinkedIn Related Podcast Episodes: Delivering Innovative Service with Chip Bell. Leadership and Legendary Service with Vicki Halsey. Turning Culture into Competitive Advantage with Jeff Grimshaw.

Today's interview is with Chip Bell, a renowned consultant, trainer and speaker to many of the most innovative brands in the world. He is also the author of 20 different books and joins us today to talk about his new book: The 9 ½ Principles of Innovative Service. This interview follows on from my recent interview: Customer Relationship Management CRM systems can be more human – Interview with Nikolaus Kimla, CEO of pipelinersales.com – and is number seventy two in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.

Today's interview is with Marsha Wright, serial-entrepreneur, author, investor and speaker. She agreed to join me to talk about her new book: The Secret Collaborative Economy: More Clients, More Exposure, More Profit, Faster!? This interview follows on from my recent interview: The 9 ½ Principles of Innovative Customer Service – Interview with Chip Bell – and is number seventy three in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.

#420- 12-23-19 show- Trop rock Christmas show #3 of 3 for '19.Interview with Jake Sullivan series author Chip Bell. Trop & classic Christmas songs featured. Tim "Coconut" Pomps in studio. See acast.com/privacy for privacy and opt-out information.

#420- 12-23-19 show- Trop rock Christmas show #3 of 3 for '19.Interview with Jake Sullivan series author Chip Bell. Trop & classic Christmas songs featured. Tim "Coconut" Pomps in studio. See acast.com/privacy for privacy and opt-out information.

In this podcast from DPharm 2018, Chip Bell shows pragmatic ways to change our culture to support service-oriented thinking that benefits patients and investigators. The patient's expectations are being quickly changed today by disruptors far beyond the Pharma industry. How will the concept of service make us better at drug development and help us become more disruptive thinkers? Speaker: Chip Bell, PhD, Keynote Innovative Service Speaker, Author, Senior Partner, The Chip Bell Group The 9th annual DPharm conference will take place on September 17-18, 2019 in Boston, MA. Learn more at theconferenceforum.org.

Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal customers. Dr. Bell's keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful, cutting-edge ideas and unique strategies they can immediately put into practice. Always customer-centered, Dr. 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 challenges. He is considered a world-renowned authority on customer loyalty and service innovation. In fact, Global Gurus ranked him in 2018 as the #2 keynote speaker in the world on customer service and #1 in North America. Leadership Excellence Magazine also listed him among the top 30 thought leaders in North America. He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, and NPR Radio, and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine, and Entrepreneur. Dr. Bell has authored numerous national best-selling books including The 9½ Principles of Innovative Service; Wired and Dangerous: How Your Customers Have Changed and What to Do about It; Managing Knock Your Socks Off Service; Customers as Partners; Magnetic Service; Take Their Breath Away: How Imaginative Service Creates Devoted Customers;Sprinkles: Creating Awesome Experiences Through Innovative Service. His newest book is the best-selling Kaleidoscope: Delivering Innovative Service That Sparkles. His books have won major book awards including the 2017 Best Book Award in the business category. His books have been endorsed by the CEOs or presidents of such service greats as Four Seasons Hotels and Resorts, Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Ultimate Software, WestRock, Morgan Stanley, La Quinta Hotels, Kimpton Hotels, and Southwest Airlines. In addition, his training programs have won numerous awards. These include “Delivering Innovative Service” with a 2016 Best Classroom program awarded by HR.com, and “Service Unleashed,” developed for Forrest Performance Group, a prestigious 2018 Stevie award winner.

More with Moore is Action Catalyst host Dan Moore's reflections and commentary on discussions with each of his esteemed and accomplished guests. In this segment, Dan dissects Episodes 283, with Dr. Chip Bell, world-renowned authority on customer loyalty and service innovation.

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr. Chip Bell is our guest on this episode of The Intuitive Customer podcast. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you want. Bell says that while good Customer Experience is often appreciated, it rarely results in people talking, posting, or tweeting about it. However, when people have a unique experience with innovative service, they talk, post, and tweet about it all the time. Innovative service is the pleasant surprise, the moment they didn't expect in your experience. Bell describes innovative service as a moment that doesn't make customers say, “Wow!” but the moment that makes customers say, “Whoa!” These Whoa-moments are what people talk about in person and online.   Innovative Customer Experiences are more than value-added. Bell says they are value-unique. The main difference is that customers expect your experience to be value-added. When they get more than they expected, however, it is unique—and that has a lot more value. Delivering Innovative Customer Experience requires a few important considerations:  When have you been surprised in a good way by an experience or customer service in the past? How did it make you feel about the company? Did it lead to an increase in your business or you recommending them to others? What would be an appropriate and creative moment to deliver in your organization's experience that would surprise and delight customers? Do you have the proper culture for your front-line employees to deliver Whoa -moments to customers as they see fit in the moment? This episode of our podcast explores How to Create Innovative Service and explains why people feel more loyalty as a result of them. It also will talk about what you can do in your organization to create these Whoa-moments in your CX strategy that will get your customers telling stories about you to all their friends, families, and followers.  Listen to the podcast in its entirety to learn more about Innovative Customer Experience   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr. Chip Bell is our guest on this episode of The Intuitive Customer podcast. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you want. Bell says that while good Customer Experience is often appreciated, it rarely results in people talking, posting, or tweeting about it. However, when people have a unique experience with innovative service, they talk, post, and tweet about it all the time. Innovative service is the pleasant surprise, the moment they didn't expect in your experience. Bell describes innovative service as a moment that doesn't make customers say, “Wow!” but the moment that makes customers say, “Whoa!” These Whoa-moments are what people talk about in person and online.   Innovative Customer Experiences are more than value-added. Bell says they are value-unique. The main difference is that customers expect your experience to be value-added. When they get more than they expected, however, it is unique—and that has a lot more value. Delivering Innovative Customer Experience requires a few important considerations:  When have you been surprised in a good way by an experience or customer service in the past? How did it make you feel about the company? Did it lead to an increase in your business or you recommending them to others? What would be an appropriate and creative moment to deliver in your organization's experience that would surprise and delight customers? Do you have the proper culture for your front-line employees to deliver Whoa -moments to customers as they see fit in the moment? This episode of our podcast explores How to Create Innovative Service and explains why people feel more loyalty as a result of them. It also will talk about what you can do in your organization to create these Whoa-moments in your CX strategy that will get your customers telling stories about you to all their friends, families, and followers.  Listen to the podcast in its entirety to learn more about Innovative Customer Experience   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

This week on N2M I have Dr. Chip R. Bell. Chip is a world-renowned authority on customer loyalty and innovative service. Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. He also is the author of numerous national and international best-selling books including Managers as Mentors. Chip and I discuss the importance of having mentors, what mentoring really is, and why there is no mentoring personality archetype. You can find out more about Dr. Bell at https://www.chipbell.com/

It’s no longer enough to provide your customer with a good experience, you need to give them a remarkable one. Drawing on over 30 years of consulting experience with brands like the Ritz Carlton Hotels, Harley Davidson, and USAA, our next guest has created a guide with great strategies for delivering the unique buying experiences that customers expect today. We recently spoke with Chip Bell, Atlanta based customer service expert, and author of over twenty books including The 9 ½ Principles of Innovative Service, to discuss what you need in order to lead a customer-centric operation. https://www.myasbn.com/small-business/customer-experience/chip-bell-customer-experience-expert/

The Trop 40 No. 1 Club Episode 16 with Mayor Gonzo Mays, the Honorary Mayor of Key West and the Florida Keys Interviewing Trop 40 No. 1 Club Member, Author CHIP BELL. See acast.com/privacy for privacy and opt-out information.

The Trop 40 No. 1 Club Episode 16 with Mayor Gonzo Mays, the Honorary Mayor of Key West and the Florida Keys Interviewing Trop 40 No. 1 Club Member, Author CHIP BELL. See acast.com/privacy for privacy and opt-out information.

Cost-Saving Products, Services, and Customer Service Strategies: As the standard for quality customer service continues to rise, how can you set your business apart without breaking the bank? "While there's a limit to generosity, there's no limit to ingenuity," says Dr. Chip Bell, customer service keynote speaker and author of "Kaleidoscope: Delivering Innovative Service that Sparkles". Chip shares his rules for creating compelling and shareable 'value unique' experiences that delight customers. Next, out of the ashes of the 2008 economic collapse, Lorne Berry saw an opportunity to disrupt both the financial services and direct sales industries with one game-changing business. As the founder and CEO of Tranont, Lorne is educating entrepreneurs on how to grow wealth, improve health, and join a leadership-focused community. Learn about the cost-saving products and services Tranont has to offer. • [00:00:00] Alan Laments Lackluster Customer Service • [00:06:30] Create Your Own Cracker Jack Experience • [00:11:30] How to Lead in 'Value Unique' Services • [00:18:21] Tranont Offers Health and Wealth Education • [00:26:55] Disrupting Financial Services and Direct Sales • [00:33:22] Have Courage and Humility Amid Failure

Cost-Saving Products, Services, and Customer Service Strategies: As the standard for quality customer service continues to rise, how can you set your business apart without breaking the bank? "While there's a limit to generosity, there's no limit to ingenuity," says Dr. Chip Bell, customer service keynote speaker and author of "Kaleidoscope: Delivering Innovative Service that Sparkles". Chip shares his rules for creating compelling and shareable 'value unique' experiences that delight customers. Next, out of the ashes of the 2008 economic collapse, Lorne Berry saw an opportunity to disrupt both the financial services and direct sales industries with one game-changing business. As the founder and CEO of Tranont, Lorne is educating entrepreneurs on how to grow wealth, improve health, and join a leadership-focused community. Learn about the cost-saving products and services Tranont has to offer. [00:00:00] Alan Laments Lackluster Customer Service [00:06:30] Create Your Own Cracker Jack Experience [00:11:30] How to Lead in 'Value Unique' Services [00:18:21] Tranont Offers Health and Wealth Education [00:26:55] Disrupting Financial Services and Direct Sales [00:33:22] Have Courage and Humility Amid Failure

The Jake Sullivan Series by Chip Bell. Commercial by Mayor Gonzo Mays, A1A Media. See acast.com/privacy for privacy and opt-out information.

The Jake Sullivan Series by Chip Bell. Commercial by Mayor Gonzo Mays, A1A Media. See acast.com/privacy for privacy and opt-out information.

The Mayor Gonzo Show LIVE Chip Bell Interview on Radio A1A. See acast.com/privacy for privacy and opt-out information.

The Mayor Gonzo Show LIVE Chip Bell Interview on Radio A1A. See acast.com/privacy for privacy and opt-out information.

Adam and Jeannie discuss how to balance your performance and resources with the promises you make to customers. Is your brand making meaningful promises? Broken promises chalk up to bad customer experiences. As a result, many brands set low expectations regarding call time, hours of operation, and many other things. On the flip side, brands need to differentiate themselves by making bold promises. And yet many create customer service nightmares and harm their brand image by making promises they can’t always keep. “If you don’t deliver, that’s a bad #custexp…” -Jeannie Walters Balancing resources with performance and tying these things to a promise that is both realistic and meaningful to customers is a tall order for most businesses. How can you strike a balance that keeps customers happy while keeping your resources in check? There’s no easy answer, and it’s different for everyone. For some, this may mean making big changes or additional investments. But for others, a few simple tweaks can make a world of difference! “There’s 2 sets of expectations…” -Adam Toporek Today, Adam and Jeannie are diving into ways you can set more reasonable expectations with customers, regardless of what resources you have. So before you decide you’re doing the best you can without turning things upside-down or pushing the limits of your budget, we have some great tips you can use today. Listen in! Related Content 360Connext® post, Customer Service & CX Leaders Make the Best Magic TOGETHER Customers That Stick® post, 5 Millennial Traits to Improve Customer Service CustomerThink post: AIMIA, Aeroplan, Air Canada and the meaning of loyalty Episode 266: Chip Bell, Innovating Service Episode 209: (Tip) Do You Have the Resources for Service? We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie discover how to attract your ideal customers with Jeffrey Shaw, author of LINGO: Discover Your Ideal Customer’s Secret Language. Jeffrey Shaw and the power of the customer lingo As an entrepreneur or growing business, it’s critical to differentiate yourself and get noticed. But too often, brands get noticed by the wrong prospect. And to make matters worse, it’s very difficult to turn down the “wrong” customers. So, how can you attract the “right” customers while diversifying your clientele? “You don’t have to say ‘no’ if only the right customers are showing up.” --Jeffrey Shaw There are many ways to do this, but too often, it amounts to wasted time and resources going above and beyond to appeal to less-than-ideal customers. have you considered the language you use as a driving force? “The people they jumped through hoops for and went crazy over tend to be the least profitable.” -Jeffrey Shaw Today’s guest, Jeffrey Shaw, has unlocked the power of the customer lingo. Through experience, he has discovered that by narrowing down the language we use, you can not only make better connections, but also expand your audience. “Once you own that space, you realize you actually expand your audience.” -Jeffrey Shaw A big part of this is about turning inward to better understand your own language and differentiator. Jeffrey shares some great ways to discover and develop your own customer lingo. Through powerful anecdotes and inspiring stories, he tells us how this concept can make a huge difference. So, how about attracting more of the “right” customers, expanding your audience, and creating better experiences for everyone through a better understanding of your own unique customer lingo? Listen in and you can start today! Interview highlights Before committing to a client, what’s Jeffrey’s strategy for gauging if they’re a good fit? [3:00] How can we start aligning our company’s identity with the language of our customers? [5:00] Jeffrey tells us his own story of Cracking the Customer Code - aka -  discovering the power of customer lingo! [8:12] What's Jeffrey's unique approach to the 80/20 rule, and more importantly, why we must do better? [9:45] Jeffrey shares a prime example of a brand getting on the customers’ wavelength. [13:30] "What is the “New Niche?” Moreover, why is Jeffrey standing on his head!? [15:00] We’re in what’s widely known as “the age of specialization.” So How does Jeffrey’s concept of customer lingo fit in with what? [20:30] About our guest Having a keen eye isn’t just for what one sees, but also for what one senses. Jeffrey Shaw, the LINGO guy, has been the go-to portrait photographer for an exclusive clientele for 30+ years. His portraits have appeared on The Oprah Show, CBS News, in “O” Magazine, People Magazine and New York Family Magazine. Jeffrey is also the host of the popular business podcast Creative Warriors and a featured speaker on The Moth. Now Jeffrey uses his honed intuition to see and sense to help businesses stand out, attract their ideal customers, and create brand loyalty that supersedes price. His book, LINGO: Discover Your Ideal Customer’s Secret Language and Make Your Business Irresistible helps business owners and entrepreneurs understand their ideal customers on a deeper level, increasing engagement and profits. Connect with Jeffrey LinkedIn Twitter Facebook Jeffrey’s website Creative Warriors podcast Check out the free download just for CTCC listeners! Related Content 360Connext® post, Do Your Communication Tactics Undermine Your Intentions? Customers That Stick® post, 10 Lessons from 200 Customer Service Podcast Episodes Episode 266: Chip Bell, Innovating Service Episode 86: Anthony Iannarino, Commitments Are for Closers We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income. Can happy customers and passive income coexist? Earning a passive income is a dream most of us have, but so few of us can do this in a sustainable way. How can you automate most of your workflow while still delivering a great customer experience? Today’s guest not only survived, but triumphed over the real estate crash of 2008. Instead of closing shop like so many others, he used the changing landscape as an opportunity to break the mold and connect with customers in better ways. “I’ve automated as much as I can, but then I’ve given that personal touch.” - Mark Podolsky A recognized thought leader in maintaining passive incomes, Mark shares some great tips for entrepreneurs and leaders who want to earn a passive income while focusing more on what matters most to them in life. Find out how Mark balances automation with personalization and how they tie to his bold philosophy of “Happy Customers Guaranteed.” Plus, he clues us in on some of the best automation tools he uses to help personalize the experience, outlines some of the vital traits of successful leaders, and ties them together with inspiring stories. Listen in! Interview highlights Mark gives us some background, then explains how he guarantees happy customers. [3:13] Why is Mark known as The Land Geek? [7:08] What has changed since the real estate crash of 2008, and more importantly, how did Mark survive it? [9:20] How does Mark balance automation with personalization for better overall customer experiences? [15:00] Mark shares some of the common threads among the many successful leaders and entrepreneurs he’s interviewed on his own podcast. [19:00] About our guest Mark J. Podolsky (AKA The Land Geek) is widely considered the Country’s most trusted and foremost authority on buying and selling raw, undeveloped land within the United States. He has been actively investing in Real Estate and Raw Land since 2001 and has completed over 5,000 unique transactions. Mark’s company, Frontier Equity Properties, LLC, is an A+ rated BBB real estate company. Mark has achieved this level of success largely due to his core business philosophy – “Happy Customers Guaranteed.” Mark is the host of one of the top rated podcasts in the Investing Category on iTunes aptly titled The Best Passive Income Model and The Art of Passive Income. He is also the host of the Land Geek Podcast- Work Smart. Earn More. Learn How. Connect with Mark Twitter LinkedIn TheLandGeek.com Related Content 360Connext® post, Do Your Communication Tactics Undermine Your Intentions? Customers That Stick® post, 10 Lessons from 200 Customer Service Podcast Episodes Episode 266: Chip Bell, Innovating Service Episode 86: Anthony Iannarino, Commitments Are for Closers We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team. Creativity is not just for “creatives” Creativity is a necessary trait for teams from the c-suite on out to customer service. Much of what we do in business requires creativity- from innovation to general problem-solving. But many of us don’t think of it this way! When we’re not prepared for the creative process in these situations, we get bad ideas, push-back from some team members, and the silent treatment from others. So, how can we put a process around creativity? Today’s guest, Amy Climer Ph.D., is here to help us develop a solid creative process for our teams, no matter what they do!  You’ll learn about creative techniques, tools, and ways to foster creativity in many kinds of environments. Amy outlines amazingly simple ways to create strong team dynamics, encourage honesty, build trust, and ultimately, create the best ideas possible. Learn to manage conflict, give your team purpose, measure your success, and more! Interview highlights What are the three elements teams need to be innovative and creative together, according to Amy’s Deliberate Creative Team model?  [3:30] Amy explores a few unusual examples of creative thinking in high-stakes situations. [7:30] What are the challenges and opportunities of a diverse creative team? [12:10] How can you measure your team’s creative power and more importantly, foster greater creativity in your culture? [14:00] What is the creative problem process, and how can you get started today? [19:00] About our guest Dr. Amy Climer teaches teams to be creative and innovative. She is a speaker, trainer, and coach in creativity, innovation, and team development. Through her company Climer Consulting she teaches research-based practices, tools, and techniques teams can use to innovate on demand. Amy has a Ph.D. in Leadership and Change from Antioch University and a Master’s degree in Outdoor Education from the University of New Hampshire. She is trained or certified in Creative Problem Solving, Immunity to Change, and the FourSight Thinking System. She developed the Deliberate Creative™ Teams Scale to help teams understand how to increase their creativity. Amy is the host of The Deliberate Creative™, a podcast and blog designed to teach others how to facilitate innovation in teams. In 2016, she won the Karl Rhonke Creativity Award from the Association for Experiential Education. Learn more about Amy and her work at climerconsulting.com. Connect with Amy Twitter LinkedIn Facebook Website Related Content 360Connext® post, 5 Silent Issues that Destroy Customer-Focused Innovation Customers That Stick® post, Innovation Is No Longer Optional Episode 266: Chip Bell, Innovating Service Episode 114: Ron Tite, Branding and Creativity Expert We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues. Escalating customer service: Can Tesla’s new strategy work for you? Customers demanding that a service issue or complaint be escalated is often the worst nightmare both for front-line staff and their leaders. While service agents aren’t anxious to admit they couldn’t make the customer happy on their own, team leads and are typically not happy or prepared to take those calls! Now imagine if those calls went straight to the c-suite… “… things get escalated so that you don’t have that level of frustration again.” -Jeannie Walters Tesla has announced a new program where their automotive customers can bypass the front line and take their issues straight to an executive. While this sounds like a great move for customers, the prospect of willfully escalating customer service raises a lot of questions about accountability, perception, and allocation of resources. Could your organization benefit from a program like this? If so, then how would you know and how could you make it work? “Sometimes serving one customer makes you serve 20 other ones badly…” -Adam Toporek Adam and Jeannie have a lot to say about this, but they don’t agree on everything! In this short but powerful episode, they address the pros and cons of escalation, what messages it sends to customers and staff, and many other things to consider. You don’t want to miss this one! Related Content 360Connext® post, How to Unlock Your Outstanding Service Culture for Good Customers That Stick® post, Communication: The Most Important Skill in Customer Service Episode 133: Tesla and the Infrastructure of Innovation Episode 266: Chip Bell, Innovating Service We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

The Conference Forum is pleased to share a podcast featuring keynote speaker and world renowned customer service expert, Dr Chip Bell who spoke at the 6th annual DPharm: Disruptive Innovations to Advance Clinical Trials on the topic of service in clinical trials. To truly service our patients, we need to understand service together with science. Can service be a disrupter in clinical research? In this keynote, Dr Bell tells us how to think like a service industry, why it’s worth it for R&D and how to get started. Dr Bell gives the listener practical insights on how to give patients a great experience. Although this podcast is primarily focused on serving patients in clinical research, you will find that hospitals and physician offices/medical groups will also benefit. The 8th annual DPharm conference will continue to cover service, but through a patient perspective. DPharm 2018 takes place September 25-26 in Boston. For more information, www.theconferenceforum.org About Dr Chip Bell: Dr Bell is considered a world-renowned authority on customer loyalty and service innovation. He has authored eight national best-selling books. For more information visit, www.chipbell.com  

Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to create value-unique experiences. Winning customers' hearts with value-unique experiences We all want customers talking about their experience with our brand, but providing great service isn’t enough. And though we hear a lot about the power of adding value, it's easy to weigh the experience down or simply waste money on freebies. You need to add emotional value through unique experiences. “People don’t go out and talk about good service anymore. it’s got to be unique!” -Chip Bell So what can you do? Fortunately, we had the privilege of interviewing one of the most prolific customer-focused authors to date! And he's here to explain how your brand can be the next one people are talking about. Chip Bell coined the term “value-unique,” which describes service experiences that provide more emotional value. Through amazing examples and heart-warming stories, he explains how the best companies create experiences that leave lasting impressions customers want to talk about. And it all comes back to culture! It takes a creative culture to deliver value-unique experiences. Moreover, delivering value-unique experiences also creates a more valuable connection among employees. “Empowerment doesn’t mean unlimited license. It means responsible freedom.” -Chip Bell So how can you create a culture around adding emotional value to the service experience? And how can you begin innovating your service to create these value-unique experiences? Chip has some great tips and examples we can all relate to and learn from. It was a great pleasure and privilege having Chip on the show, so listen in! Interview Highlights Why is innovation crucial for customer service and customer experience, and why don’t most organizations understand this? [2:54] Chip explains how we lose our emotional connection with customers efforts to provide more consistent experiences. [9:25] Chip shares amazing examples of how Hotel Monaco wins by creating unique experiences vs. adding value. [11:15] How does creating value-unique experiences relate to workplace culture? [17:00] What can you do to start down the path of innovating service to create more unique experiences? [20:25] About our guest Chip R. Bell is a renowned keynote speaker and author of several best-selling books including… Take Their Breath Away Managing Knock Your Socks off Service The 9½ Principles of Innovative Service, and Sprinkles: Creating Awesome Experiences through Innovative Service. His newest book is the bestselling Kaleidoscope:  Delivering Innovative Service That Sparkles released in February, 2017. Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Forbes, USA Today, Businessweek, Entrepreneur Magazine, CEO Magazine, Money Magazine, and Fast Company.  Connect with Chip LinkedIn Twitter Facebook YouTube ChipBell.com Related Content 360Connext® post, 3 Ways to Lead Your Team to Customer Experience Victory Customers That Stick® post, How Employee Empowerment Really Works Episode 246: Chase Clemons, Basecamp’s Customer Service Ethic Episode 242: Jason Forrest, The Power of Customer Certainty We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our upcoming webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie August 22nd at 11:00 am Central for some serious mythbusting, live Q&A, and a head start on creating a customer experience strategy that works!  If you can't make it on August 22nd, don't worry! You'll miss the live Q&A, but you'll still have access to the recording 24 hours after the live presentation.  Sign Me Up!     Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Sometimes just adding a little more sparkle or pizzazz goes a long way. Stop racking your brain and instead go with something small and creative your customers will never forget.   Lessons learned: There is no limit on Innovation Create a customer experience that can stimulate all five senses Learn more about your ad choices. Visit megaphone.fm/adchoices

Episode 105 - Chip Bell discusses his book Kaleidoscope and ways that companies can deliver innovative service. Everyone talks about the importance of delivering great service and ensuring a great customer experience…but how do you do it? What are the techniques that will really make a difference? And how do you know if we’re doing a good job or not? Stay tuned after the interview for five action items and hear bonus comments. Host, Kevin Craine   Everyday-MBA.com

BONUS EPISODE w/ Chip Bell by GDA Speakers

Chip Bell has helped many 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. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice. Link to episode: Transcripts, blogs, and more: www.gdapodcast.com For booking info: www.gdaspeakers.com or call (214) 420-1999 twitter: @gdapodcast instagram: @gdapocast fb: facebook.com/gdapodcast

“I love to see people impacted by a great experience”, says Chip Bell, a renowned keynote speaker and the author of several best-selling books. In this episode, Kevin and Chip discuss some differences between customer service and innovative service. Further, how you can move from just value added to value unique and create a story for your customers to tell.

What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries. How have companies in other industries been able to create what he calls Moments of Magic® for their customers? Next ask the team, “What would happen if we could do the same thing here?” Featured Interview: Shep begins his interview by asking Chip Bell about his definition of customer loyalty. Bell says that there are many ways to define a loyal customer. Some experts define loyalty as a customer who comes back. Others say it is someone who buys more, or trusts you more. Some even say, in the case of purchasers of Harley-Davidson jackets or Bass Pro Shop Shirts, it is someone who uses your product as part of their identity. But Bell asserts that the best expression of customer loyalty is customer advocacy. In other words, the customer talks about you, tells stories about you, and tweets about you. In essence, the customer becomes an extension of your sales and marketing staff. They’re not just coming back; they’re bringing their friends with them when they do come back. In fact, they have become your evangelists. Bell talks about the concept of “value add,” which is taking what the customer expects and adding a bit more to the experience. The challenge you face, is that as the customer’s expectations climb, you’ll quickly run out of additional offerings. Instead, Bell suggests the concept of “value unique,” which is to create for the customer an experience that is unique, unusual and unexpected. Yet, at the same time, the experience is appropriate and simple. Bell insists that value unique is not a process to try to create a ten percent increase in the level of your customer service. Instead he challenges you to ask, what would I do if I wanted to increase my level of service by 100%? What would I do totally differently? Top Takeaways: • The best expression of customer loyalty is customer advocacy. This goes beyond asking the Net Promoter Score question of “On a scale of 0 to 10, what is the likelihood that you would recommend us?” • Your customers are not just comparing you to others in your industry, but to those in other industries who provide a gold standard customer experience. • Bell talks about the concept of “value add,” which is taking what the customer expects and adding a bit more to the experience. The challenge you face, though, is that as the customer’s expectations climb, you’ll quickly run out of additional offerings. Instead, Bell suggests the concept of “value unique,” which is to create for the customer an experience that is unique, unusual and unexpected. About: Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving his audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice. Bell has authored eight national best-selling books. His latest book is Kaleidoscope: Delivering Innovative Service That Sparkles. Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Chip R. Bell is a renowned keynote speaker and has served as consultant or speaker to such organizations as Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton, Caterpillar, Verizon, USAA, Harley-Davidson and Victoria s Secret. He is the author of many best sellers including The 9½ Principles of Innovative Service,Wired & Dangerouswith John Patterson, Take Their Breath Away […] The post Business Writers Radio Features Chip Bell appeared first on Business RadioX ®.

Innovative service: strategies for growth and profits starts by providing value unique service that is unexpected and helpful to the customer. Chip Bell shares how you can create brand evangelists by getting customers to feel ownership of your brand. ThinkLikeAJournalist.com See the show notes.

Chip R. Bell is the bestselling author and co-author of more than 20 books. In 2015, Global Gurus ranked him the #1 keynote speaker in the world on customer service for the second year in a row. Chip was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne. He has appeared […] The post 74: Creating a Career through Writing, Speaking and Training with Bestselling Author Chip Bell appeared first on TCK Publishing.

Todays Business Buff Entrepreneur Chip Bell is going to walk us through his experiences as an author and consultant. His team is constantly available to his clients and he knows that in today's competitive environment, his "sprinkles" methodology makes a difference. Marketing guru Seth Godin has endorsed his Sprinkles book as well. Chip is the expert at creating cult like brands, and in his words "I not only want my customers to come back, I want them to bring their buddies." You are gonna love this conversation [spp-player] [spp-tweet tweet=""] BUFF Take Away: It's the little things, not extravagant things, that add in the sprinkles that help clients to keep coming back. BUFF Giving Highlighted Charity: HumaneSociety.org BUFF Coupon Code for AxiomV.com Fundraiser: buff090 Contact Chip Bell: ChipBell.com Twitter: ChipRBell Book: Sprinkles The post BUFF 090 | Chip Bell Key Note Speaker, Consultant and Author of Sprinkles | Business Buff Entrepreneurs appeared first on Business Buff Entrepreneurs.

“Val-Unique” is the term Chip R. Bell uses to describe his unique elaboration on the value-added concept, adding elements that surprise the customer in ways that delight them. A world renowned keynote speaker and founder of the Chip Bell Group, Dr. Bell is the author of several national best-selling books. Discovering what he loves, what gets him up in the morning, changed his life. “I think the degree to which you have the opportunity—and that's a key part—to pursue (what you love) can be important. I learned it early and made it my deliberate effort.

Moe and Chip Bell catch up to discuss how to create awesome experiences through customer service.

Samuel Lish President and CEO of Advanced Nursing and Home Support, a private duty nursing and support service located in Rockville, Maryland serving clients in the Washington DC metro area Chip R. Bell renouned keynote speaker, customer loyalty consultant and best-selling author.  His newest book is The 9½ Principles of Innovative Service 

What can you do to create a Cracker Jack experience for your customers? One that offers them an unexpected free prize inside? In this episode, host Kelly Scanlon sits down with customer loyalty expert Chip Bell to talk about his new book, The 9 1/2 Principles of Innovative Service and ways to heighten your customers' astonishment and amazement with every encounter with you. A keynote speaker and senior partner with The Chip Bell Group, Chip is the author or co-author of 20 best-selling books, and a consultant to several major corporations such as GE, Microsoft, State Farm, Marriott, Lockheed-Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Pfizer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon Wireless, Home Depot, Harley-Davidson, and Victoria’s Secret. He has appeared live on CNBC, CNN, Fox Business Network, ABC and his work has been featured in Fortune, Business Week, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine and Fast Company.   Learn more about your ad choices. Visit megaphone.fm/adchoices

33voices interviews Chip Bell, a customer loyalty consultant and keynote speaker.

33voices interviews Chip Bell

Solutionz Live! Business Edition- Hosted by Chicke Fitzgerald, CEO Solutionz, with guests Chip R. Bell and John R. Patterson. The original interview was on 5.26.09. Take Their Breath Away-How Imaginative Service Creates Devoted Customers This ingenious, real-world guide explores a variety of exciting, creative customer experience ideas using examples from remarkable customer-centric organizations. The key to a successful enterprise is value-added service, but the secret to great customer service is surprising customers with a value-unique experience. Take Their Breath Away™ provides ideas and insights for all who want to create a stunning, mind-blowing customer experience.

Over the past few years a perfect storm of customer service has formed. Customers are given self-service features that frustrate them, they are demanding value in ways they've never done before, and they have incredible reach and power via social media. Buyers are "wired and dangerous," and professional services firms need to keep them satisfied. Listen as Chip Bell and John Patterson, authors of the new book Wired and Dangerous, discuss how B2B customers have changed and how firms should handle this "perfect storm."

Bell and Patterson, May, Skillings, Hudson - Hosted by Chicke Fitzgerald, CEO Solutionz Media 1000am Innovation Chip Bell and John Patterson 1030am Innovation Matthew E. May 1100am Corporate Escape Artists with Pamela Skillings, author of Escape from Corporate America and our guest Carolyn Hudson