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- Branding / Marketing
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- Customer Relations
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Chip Bell Best-Selling Author of Take Their Breath Away & Kaleidoscope
The key behind great customer service is about discovery --- the magic! Chip explains.
Value-added service is facing a dead-end street! As margins get more challenging, taking what your customers expect and just adding more is no longer the best path to growth and profits! Cites the Hotel Monaco with excellent customer service - Innovative Service: Strategies for Increasing Growth and Profits Today's winners focus on value-unique—creating those unexpected, simple but inventive ways to take their customers' breath away! Awesome service for today's picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers' experiences sparkly, but consistent; enriching, and profitable.
How do I manage things to make it easy. Do You Know What Your Customers Want? Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today's customers do not talk (remark) or tweet about good service; only experiences they find unique, special, and ingenious. Research shows value-added (taking what customers expect and adding more) will not provide a solid ROI.
Successful organizations have learned that business growth comes through customer retention—those customers how remain loyal over time. Whether serving B2B clients, B2C customers or internal colleagues down the hall, a partnership relationship can be the powerful tie that binds. It is the foundation for bigger share of wallet, greater trust, greater advocacy, and superior bottom line results. This keynote was delivered to 1500 store managers and company leaders.
Operations that put customers in the center of planning and execution attract the best employees and retain the best customers. Chip Bell has worked with many of the most customer-centric operations including The Ritz-Carlton Hotel, USAA, AMEX, Cadillac, Marriott, True Value, Southwest Airlines, Harley-Davidson and shares the secrets of what makes them so successful. This keynote was delivered to over a 1000 store managers and company leaders.