Chip Bell

Give Customers a Service Souvenir

Circuses do it; spectator sports do it; and, any good family reunion will do it as well. You leave with a souvenir reminding...

Do Your Employees Adore Your Brand?

Shwetha loves HP! No, that’s not a carving on a school ground tree nor is it a Krylon spray painting on a water...

Memorial Day Wish: Be a Service Warrier

Warrior lessons started as soon as I exited the Army combat helicopter that had flown me to a remote part of Viet Nam. ...

The Surprising Power of Customer Inclusion

In the early 1950’s Betty Crocker was on a roll. The company’s twenty-year successful run of Bisquick (“90 seconds from package to oven”)...

Measuring an Easter Egg Hunt

A good friend once told me that using quantitative metrics to assess a qualitative experience was a bit like trying to drive a nail...

Why My Website is Purple!

My love affair with service aesthetics started when working with a large aerospace company trying to win a humongous government contract to build a...

Missing in Action: Customer Surprise

When I was ten years old, I did a very naughty thing on Easter. I secretly watched my parents hide the eggs. ...

If Cracker Jack Ran Your Customer Experience

A large brokerage company added a twist to their toll-free telephone queue—“…punch 8 if you’d like to hear a duck quack!” Word of...

Make Service Memorable By Adding a Souvenir

Watching a skilled magician is an exercise in awe. Try as we might to see through the sleight of hand, we come away...

Free Prizes Create Priceless Memories

We checked into the ranger’s store to get our permit for a camp site. It was in the midst of a lush, forest...especially...

The Loss of Customer Surprise

B.F. Skinner was the renowned Harvard professor who did research on motivation that you likely studied in psychology 101. His research focus was...

Make Customer Service Your Hobby

I have a new handyman. And, Mike is terrific. It all started with a simple chore—power washing a sidewalk and applying a...

What Chimps Can Teach Us About Customer Experience

All species of chimpanzees engage in the tradition of grooming. It is a social activity that lowers tension and builds bonds among group...

Make Every Day a Respectful Disney Day

My business partner and I were conducting a customer service workshop for the amazing housekeeping staff of the Jacob Javits Convention Center in New...

Customer Forensics: “When,” not “Why”

Customers sometimes have a single encounter with an organization and then elect to go elsewhere. The customer's "I'll never go back" decision could...

The Service Climb from Good to Great

Several years ago I keynoted a conference held in Cardiff, England for the largest phone company in the U.K. The other keynoter...

Spicing Up The Service Experience

Holiday turkey is not the same without dressing! And, no chef, cook or wanna-be would make dressing without sage. It is a...

The Fallacy of Service Shortcuts

January is the number one dieting month of the year! Those holiday parties and giant, pull-out-all-the stops meals can add unwanted pounds and...

Treating Old Customers Like a New Puppy

When kids plead their parents for a new puppy it generally comes with plans and promises to take great care of it. "I...

Decorating the Last Touch

Your mama told you: "A first impression is a lasting impression...and, you don't get a second chance to make a good first impression."...

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