- Customer Loyalty
- Consumer Trends
- Business Growth and Trends
- Change Management
Audience & Industry
- The Service Industry
- Senior Management Groups
- Board Meetings and Executive Briefings
- Sales Professionals
In tough economic times, keeping customers loyal is vital to growth and profits. Chip Bell helps organizations create innovative service breakthroughs that cement relationships.
Chip Bell has helped 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. 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 the minute they leave his keynote. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call and phone interviews to better understand specific audience needs and challenges. He is considered a world-renowned authority on customer loyalty and service innovation, writing over 600 articles for many business journals, magazines and 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 and Entrepreneur. He has authored eight 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 and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service and already a best seller. His books have won numerous major book awards and been endorsed by the CEOs and presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Kimpton Hotels and Southwest Airlines. Leadership Excellence magazine listed him among the top 30 thought leaders in North America. Global Gurus in 2014 ranked him the #1 keynote speaker in the world on customer service.
Customers as Partners: Building Profitable Relationships That Last
Leading a Customer
Leading Innovative Service
Go behind the scenes in those organizations renowned for inventive and imaginative service and you will find leaders with exceptional practices and special competencies. These courageous leaders understand the culture and leader-follower relationships that are most suited for resourcefulness in delivering value-unique experiences that awe, not just wow. Leadership is an echo that best resonates in a setting of responsible freedom, compelling cause, supportive connections, infectious curiosity and affirming excellence. Dr. Bell’s riveting keynote uses profiles of successful innovation leaders who foster frontline ingenuity and nurture opportunities for breakthroughs and discoveries. Based on his best-selling book, Take Their Breath Away, this powerful presentation leaves audiences with fresh insights and clear instructions on ways to stimulate, nurture and cultivate innovative service.
Customers as Partners: Building Profitable Professional Relationships That Last
Distinctive service in the professional or B2B world can be vastly different than the approach used by a merchant to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise, the path to success has become a long-term, profitable relationship, not just a glitzy experience. When those you serve feel like valued partners in a power-free relationship, their expectations are more realistic, they are more forgiving of mistakes, more ardent advocates and their economic investment in the firm or organization deepens. This keynote is particularly relevant for B2B organization concerned with disintermediation and the erosion of the distribution channel in favor of direct relationships with consumers. Research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, which retains the relationship. Even in the B2B world with its extreme price-sensitivity and the watchful eye of the purchasing czars, the quality of the relationship has become a key component in how value is defined. Based on his international best-selling books Customers as Partners and Dance Lessons: Six Steps to Great Partnerships in Business and Life, Dr. Chip Bell’s insightful, fresh program provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.
Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Your customers have been forever changed by a perfect storm—the convergence of anxiety created by a resilient and tough recession, frustration fostered by too much high tech service without high touch and the power of being able to voice displeasure instantly to thousands via social media. Organizations that recognize the emerging "customer revolution" and adjust to this new normal customer will thrive; those that continue to use the "tired and true" methods of the past will fail. Today's customers are picky (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service). Customer expectations are 33% higher this year over last year. And, since word of mouse (social media) today has five times the impact of word of mouth, it takes rethinking strategies and tactics to select ones that change today’s "customer as king" into tomorrow’s "customer as partner." It requires insuring frontline employees have the authority and capacity to effectively serve in a multi-channel environment. It involves reinventing experiences that create customer ease and delight resulting in loyalty or "stickiness." Based on his international best-selling book by the same title, this powerful, high-energy keynote draws on Dr. Bell's deep experience consulting with many of the elite service-providing companies plus his cutting edge customer research. Attendees learn proven techniques and tactics needed to drive business growth and reputation.
Leading a Customer-Centric Operation
If ten years ago you had invested $100 in a fund made up of the most customer-centric companies in the U.S. (according to the American Customer Satisfaction Index), your investment today would be worth over $650. Additionally, operations that put their customers in the center of their planning and execution attract the best employees and retain the best customers. They are repeatedly listed on Fortune magazine's “100 Best Companies to Work For.” Chip Bell has worked with many of the most customer-centric operations—Ritz-Carlton Hotels, USAA, AMEX, Marriott, Harley-Davidson—and shares the secrets of what makes them so successful. This provocative and powerful keynote can be tailored for first-line supervisors to senior executives. It provides the insights and tools for creating experiences that turn satisfied customers into loyal advocates.
Innovative Service: Strategies for Creating Growth and Bottom Line Impact
What do Google, Netflix, Apple, Uber, Nike and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable 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, but profitable. Since value-added has gotten way too expensive; smart organizations focus on value-unique—novel, not just more. Based on his national best-selling book The 9½ Principles of Innovative Service and his newest book, Sprinkles: Creating Awesome Experiences Through Innovative Service this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with many of the world’s leading brands to help them stay ahead of their competition by maintaining best-in-class customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the customer experience they deliver to those they serve.
I've heard dozens of customer loyalty speakers and thought I'd heard every tip. However, Chip Bell equipped me with a new set of tools in a fresh, enlightening manner.Verizon Wireless
[Chip Bell is a] super speaker with messages to live by. He really took command of the room. This is hard to do right after lunch. We were all enlightened and inspired.Southern California Edison
Thank you for a truly outstanding, motivating keynote at our national store managers conference.JC Penney
Chip was the “talk of the town” for days following his powerful presentation at our annual national conference.CVS/Pharmacy
Chip - Thank you for your excellent presentation at the Northrop Grumman Shipbuilding Executive Leadership Meeting. You keen and intuitive thoughts were spot on for our group.Northrop Grumman Corporation Shipbuilding
Chip Bell’s presentation was wonderful. His message was effective and on point, and our partners were impressed and entertained with what they heard.Locke Lord Bissell & Liddell LLP
Chip Bell did a superb job of capturing the essence of our challenges and made the presentation informative, actionable, and interactive. If that wasn’t enough, he was also extremely entertaining while engaging with the team. I conducted several informal interviews with attendees and everyone loved the content, his mastery of the subject matter, and his delivery style. I would definitely recommend Chip as a speaker to other organizations looking to improve customer experience.Eric Newton, Director, Customer Support Careerbuilder
Chip, your keynote was truly inspiring! You were clearly the hit of the World Management Conference.McDonald’s Corporation
Chip Bell’s presentation at our international management conference was extremely well received. He was relevant and incorporated our business issues into his keynote.Hertz Corporation
Your keynote was really great. I'm speaking with my team about some other events. That presentation was exactly on point. Looking forward to seeing you again.Nationwide Insurance
I've heard dozens of customer loyalty speakers and thought I'd heard every tip; however, you equipped me with a new set of tools. You've differentiated yourself by presenting what appears obvious in a fresh, enlightening manner.Verizon
[Chip Bell's] presentation received the highest scores with a perfect 4.0 out of 4.0...both from internal staff and external clients.Convergys Corporation
You have made me a ‘customer evangelist’ and I’m carrying the flag wherever I go. Your energy was contagious along with your award-winning content.Accenture
We sent post meeting surveys to participants. The most consistent response to “What did you like best about the meeting” was…Chip Bell.KPMG
Magnetic Service (opens in a new tab)
Kaleidoscope: Delivering Innovative Service That Sparkles (opens in a new tab)
Managing Knock Your Socks Off Service (opens in a new tab)
Sprinkles: Creating Awesome Experiences Through Innovative Service (opens in a new tab)
Wired and Dangerous (opens in a new tab)
9 1/2 Principles of Innovative Leadership (opens in a new tab)
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Professor of Behavioral Science, University of Chicago Booth School of Business; Author