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Chip Bell

Chip Bell
Chip R. Bell is the founder of the Chip Bell Group (chipbell.com) and a renowned keynote speaker and customer loyalty consultant. Dr. Bell has authored several best-selling books including The 9 1/2 Principles of Innovative Service and, with John Patterson, Take Their Breath Away. His newest book, Sprinkles: Creating Awesome Experiences Through Innovative Service, will be released in February.

Air Conditioned Service

The air conditioning system broke in the little country church we attend when we have a getaway weekend to our North Georgia river house....

Inside the Service Bubble

"They always seem very cooperative to me," said one physician. "I cannot believe Ms. Jones actually cursed out the receptionist," reported another,...

Taking Service Decoration to the Top

The daughter of one of our business partners ordered a CD for her child from CDBaby. Once her order was shipped, below is the...

Electric Service: Avoiding “Bad” Connections

Did you ever wonder why electricians refer to an ineffective electrical connection as a "bad" connection, like it was misbehaving and in need of...

How’s Your Service Attic?

The attic! It was a great place to hide during hide and seek. If you wanted a trip down memory lane, it...

Serving “Eagles”

An eagle got the neighbors talking. My backyard fronts a large lake with a cove wrapping around each side of the lot. ...

Insuring Swimming Pools Against Theft

Customers are getting weary of service providers overselling them features they do not need and will never need. When my phone bill seemed...

Why Customer “Relationships” Are Misunderstood

What do you expect from the elevator or escalator where you frequently traffic? You probably want the service to be quiet, reliable and...

What Indiana Jones Can Teach Us About Service

We like getting the fresh perspectives gained by examining service and the customer experience through new lens. And, Indiana Jones is clearly a...

Missing the Sign

If you saw a familiar white triangular-shaped highway sign that had a red border but with all the letters missing, would you recognize the...

Are You a Proud Service Veteran?

Veterans are people who serve or have served in the military. Proud veterans also served, but never were able to get the memories,...

Customers With a Need for Speed

The food bank near my home was depending on me for help distributing food. It meant being there on time to set up....

Customer Intelligence vs Market Intelligence

It's important to understand how customer intelligence is different from market intelligence. Market intelligence teaches us about a segment or group and discerns how...

How Deep is Your Customer’s Love

"She told me today that she knew for sure she really liked me a lot?" It was my son's after school report as a...

The Value of a Service Rolodex

The high tech expo followed my keynote to the customers of a large technology company. The expo booth guards around the giant ballroom...

Solo, Duet or Chorus Service?

I love self-service...when it works. But when solo service fails me, it feels like losing your dollar in a vending machine at some...

Service Spares

Smart manufacturers know the wisdom of redundant systems. Airline pilots, infantry commanders and emergency room physicians all value back-up plans and contingency methods....

Service Gifts

This is the season of gifts. Christmas trees are filled with gifts. Hanukkah has eight days of gift giving. Almost every...

No Time for Customers

"Where does your dog sleep?" I asked my friend. "On the bed with us," he replied. "And, how does that work out...

You Don’t Need Truth Serum to Obtain Customer Candor

Matthew Alexander is a strong critic of using harsh interrogation tactics with captured prisoners. A proponent of non-coercive methods and the author of...

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