Chip Bell

How to Deliver Ingenious Customer Service

Here is your service quiz! You own a fine dining restaurant in, let’s say New Orleans. You have a wonderful...

Is Your Customer Intelligence a Crystal Ball or Just a Rear View Mirror?

“How ya gonna keep 'em down on the farm After they've seen Paree' How...

You Can’t Have Great Service and a Low Price. Or Can You?

Some smart person somewhere sometime (probably a priest) suggested confession was good for the soul. So, I will swath my soul and admit...

Are You Seeing Customer’s Lightning or Just Hearing Their Thunder?

It was a stormy night and our three granddaughters were awakened by loud, shake-the-rafters thunder. They quickly descended the stairs to our bedroom,...

Customerization: Making Service Their Way

“It’s all about you!” the breathtaking Korean Air ad sings to us on television. And, we recall the Burger King’s successful “Have it...

Using Fun as a Competitive Advantage

“Win a FREE ride in a police car just by shoplifting from this store. Lucky winners can also get their...

Cash Register Versus Customer

Outside the little town of Talcott, WV, is a large statue of John Henry....

Using Vujà Dé to Juice Up Service

The late George Carlin was credited with coining the phrase “vujà dé.” It was his comedic flip of the familiar...

Extrapolation: The Mother Load of Service Innovation

Archeologists excavating the pyramids discovered an unexpected treasure--wheat seeds that dated back to around 2,500 BC. As in the tradition...

The Power of Service Scenography

Let’s try a fun exercise based on a real situation. You look for all the places a more aesthetically congruent...

Make it Real!

April 30 We all live our lives on promises. From the time a child can grasp the concept of “cross my...

The Animation of Customer Experience

Chuck Jones was the creator and cartoonist for many famous characters—Bugs Bunny, Road Runner, Wile E. Coyote, Daffy Duck, Pepe...

The Sprinkles Approach to Innovating Service

I am enjoying a love affair with sprinkles!! Not only is it the title of my newest book, it has...

Partnering for Innovative Service

Ask a dozen people the animal in Africa that is the most efficient hunter. The most popular answer would likely be some member...

Dilating Innovative Service: Three Ways to Delight Customers

Eye doctors use dilation drops to get the big black dot (pupil) in the center of the eye to open up so the doctor...

Too Early for Jazz

Disclaimer: I love John Coltrane, Billie Holliday, and Count Basie. Great jazz ranks up there with Einstein’s theory of relativity and Newton’s...

Value-Unique Trumps Value-Added

Value-added literally means taking what the customer expects and adding more. As new value is added in an attempt to "exceed customer expectations",...

Innovative Wait Management

Customer wait has two sides...the actual passage of time and the perception of the passage of time. Sometimes, we are okay with allowing...

Why Cirque du Soleil is Your New Challenge

A few years back it was popular to say that the number one competitor of all organizations seeking to create a great customer experience...

Is Your Customer Service Baldheaded?

She was the COO of a large company and this was the leadership conference for the company. I was there as a keynote speaker...

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