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How to Create Awesome Experieces Through Innovative Service — Chip Bell

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The author of 21 books, Chip Bell's newest book is "Sprinkles: Creating Awesome Experiences Through Innovative Service".

Published in: Business, Services
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How to Create Awesome Experieces Through Innovative Service — Chip Bell

  1. 1. Powered by SPRINKLES: Creating Awesome Experiences Through Innovative Service
  2. 2. This presentation consists of highlights from the interview with Moe Abdou, founder & host of 33voices®.
  3. 3. Chip R. Bell is the founder of The Chip Bell Group and has offices in the Dallas and Atlanta areas. He has served as consultant, trainer, or speaker to such major organizations 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. Additionally, he was a highly deco- rated infantry unit commander in Vietnam with the elite 82nd Airborne. Chip is the author or coauthor of 21 books, many national best-sellers. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division. CHIP BELL @ChipRBell Senior Partner at The Chip Bell Group
  4. 4. An extraordinary customer experience adds mystery and sensuality. It’s the difference between value-unique service that leaves you awed, and value-added service that gives you more of the same. Insight #1
  5. 5. Insight #2 The essence of a trusting relationship with your customer is hidden in the letters ‘US’. It’s the connection and covenant between the people.
  6. 6. Insight #3 Seek first to understand the customer and never rest until you make that experience as effortless as possible.
  7. 7. Insight #4 There’s a unique bond that emerges when you get your customer involved in the creation of anything. Start with the simple gesture “I need your help with _____.“
  8. 8. Insight #5 During your process of co-creation, remember these seven principles of inclusion:
  9. 9. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Only ask for what is reasonable
  10. 10. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Make the request the way your mother taught you
  11. 11. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Provide customers with a brief background when making a request for assistance
  12. 12. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Requests for customer participation must contain the element of choice
  13. 13. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Make certain the customer sees participation as a collective effort
  14. 14. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Give the customer plenty of breathing room
  15. 15. Insight #5 During your process of co-creation, remember these seven principles of inclusion: Never forget to express your gratitude
  16. 16. Insight #6 Extraordinary service companies make customer forensics a keystone priority, for as Bill Gates said, “your unhappy customers are your greatest source of learning”.
  17. 17. Insight #7 The aura of indifference is toxic, for your customer resents indifferent service more than they do bad service.
  18. 18. Insight #8 The entrepreneur who makes it her intent to turn her body of work into a masterpiece will never cease to create value, for she knows when she makes a difference, the money will follow.
  19. 19. Insight #9 The purpose of an organization is to create a customer. Turn this timeless principle from Peter Drucker into an imperative; you’ll never stop thinking about delivering extraordinary service.
  20. 20. Insight #10 Add these nine Sprinkles and join the customer service elite:
  21. 21. Insight #10 Add these nine Sprinkles and join the customer service elite: Amazement - The secret to differentiation
  22. 22. Insight #10 Add these nine Sprinkles and join the customer service elite: Animation - Customers are attracted to spirited people
  23. 23. Insight #10 Add these nine Sprinkles and join the customer service elite: Abundance - A generous attitude has a magnetic impact on your customer
  24. 24. Insight #10 Add these nine Sprinkles and join the customer service elite: Ambiance - The effective use of senses cries not just for congruence but creativity
  25. 25. Insight #10 Add these nine Sprinkles and join the customer service elite: Adoration - Never underestimate the power of love
  26. 26. Insight #10 Add these nine Sprinkles and join the customer service elite: Allegiance - Find ways to do unexpected, extra favors for your customer
  27. 27. Insight #10 Add these nine Sprinkles and join the customer service elite: Alliance - Smart organizations view customers as partners
  28. 28. Insight #10 Add these nine Sprinkles and join the customer service elite: Accessible - Make access to stressless service a vital and obvious part of your plan
  29. 29. Insight #10 Add these nine Sprinkles and join the customer service elite: Adventure - Do the unexpected whenever possible
  30. 30. Reflect: When was the last time you did something totally unexpected for your customer? tweet us!
  31. 31. Get the book
  32. 32. LEARN MORE
  33. 33. CONNECT WITH US! Tell us what you think Jenna@voices.com Presentation created by Chase Jennings Insights by Moe Abdou

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