Innovative Experiences: The Cure for Bored Customers


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Bob Thompson interviews Chip Bell about a new book he co-authored (with John Patterson) entitled “Take Their Breath Away: How Imaginative Service Creates Devoted Customers.” Discussion topics include:

  • Simple and low-cost innovations to create unique customer experiences
  • How to use “animation” to create energy and excitement
  • Building trust in B2B relationships with a “partnership” strategy
  • Role of social media to create “connections that matter”
  • What the CEO should do personally to improve execution

Recorded on July 17, 2009.

Chip Bell
Chip R. Bell is the founder of the Chip Bell Group ( 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.


  1. It is also reveal that B2B relationship performance is positively and significantly associated with loyalty. While building on this scale. Today firms have a wide range of tools and metrics at their disposal to assess periodic performance, and they represent a critical topic in business literature and across different fields of management research. However, although both worlds are interested in the topic of metrics, the way academics and managers discuss it is quite different. Frequently practitioners have different expectations and work with different time scales than those of academics.

  2. The B2B relationship performance and loyalty does not mean that a positive correlation, while the construction company the size required to master the tools and indicators to periodically assess performance, they represent a key issue between the different areas of the business literature and research.And best of both worlds, so that scholars and managers to discuss this is completely impossible.


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