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.
Adaptable Service
There is a lizard living near the deck off my bedroom. And, he absolutely drives the cat crazy! I say "he" because...
Animating Self-Service
The lobby lounge was animated. The Orlando convention hotel's afternoon "watering hole" was abuzz with people engaged in upbeat conversation and jovial laughter....
The Season of Servicegiving
Blame it on the pilgrims! We are about to experience Thanksgiving, at least in the U.S., in a very traditional way. It...
Performing in the Key of Service
Western music is typically played in either a major or minor key. Major keys are typically reserved for lighter, upbeat, and positive tunes;...
Service as Circus
"The circus is coming to town!" were words that started every child's heart racing where I grew up. You did not "go" to...
Do You Parking Lot Your Customers?
Parking lots are storage structures or spaces—big areas for leaving a vehicle so you can go do something more important. We park to...
Service Innovation Starts with Customer Aspirations
The story goes that Henry Ford was asked if customer desires factored into his decision to launch the Ford Model T automobile. "If...
The Signs of Service
Private resort communities have driving rules that are different from those in public territory. We were vacationing at one of those super nice beachfront...
Animation: Is It In Your Customer Service Employees?
"We're on break!" the warehouse attendant barked in response to the customer's repeated, "Hello! Anybody home?" as he waited for assistance at the service...
Staffing for Wired and Dangerous Customers
After musician and passenger Dave Carroll learned United Airlines baggage handlers were damaging his guitar on the tarmac in Chicago, he was unable to...
Can My Lawn Mower Meet Your Weed Eater?
Futurists have been telling us for years that smart appliances would ultimately be able to talk with each other. That could mean your...
Customers Want Solutions
Loyalty to a great laptop computer got totally trashed by the service around a lousy replacement part! I bought a new laptop in...
Wired and Dangerous: The New Normal Customer
We have witnessed a number of revolutions in the past year—Egypt, Libya, Yemen, Iran, Syria, to name a few. Three features characterize them...
Service That Inspires and Ennobles
Most great movies have one line worthy of frequent repeats—"Show me the money," "Frankly, my dear…," "Win one for the Gipper," "Make my...
A River Runs Through Service
Standing on the banks of a magnificent river, your imagination can run wild. A mighty river can take you many miles, connecting you...
The DNA of Customer Experience
DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the...
Don’t Put Cheap Wine in a Fancy Bottle
"Matt, give a $10-12 Merlot with an attractive label." The request came from the customer in front of me at my favorite adult...
Fly Your Customer’s Flag
The tall, rugged Russian wholesale auto buyer could barely speak English. But, his passion for his export business was glaring to anyone within...
How to Cast Extraordinary Service People
What do Michael Curtiz and Martin Brest have in common? They each had the challenge of casting the best candidate for a starring...
Some Enchanted Guy
How do you define enchantment? It is clearer to paint a picture than reach for the dictionary. He smelled of pipe tobacco and always...