Innovative Service: Strategies for Creating Growth and Bottom-Line Impact. Service innovation paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. It requires a contemporary understanding of “responsible freedom” (empowerment) plus leadership practices drawn from the R&D/inventive world.  Based on Bell’s best-selling books, Kaleidoscope and Sprinkles, this lively, provocative session draws on his more than 25 years working with top leaders from the world’s leading brands to help them stay ahead of the competition by maintaining service innovation strategies. Attendees leave with countless cutting-edge techniques for either reinventing or reigniting the service experience they deliver to those they serve.  Frontline employees gain competence and courage to start innovating; leaders gain insights and wisdom in ways to add creativity to their practices and ingenuity to their culture.

Leading a Customer-Centric Operation. If ten years ago you had invested $100 in a fund made up of the most customer-centric companies in the U.S. (according to the American Customer Satisfaction Index), your investment today would be worth over $650.  A similar investment in the S&P 500 would net you only about $150 over ten years.  Operations that put customers in the center of planning and execution attract the best employees and retain the best customers. They are repeatedly listed on Fortune Magazine's “100 Best Companies to Work For.”  Chip Bell has worked with many of the most customer-centric operations--Ritz-Carlton Hotels, USAA, AMEX, Marriott, True Value, Harley-Davidson--and shares secrets of what makes them successful.  This provocative and powerful keynote can be tailored for first-line supervisors to senior executives.  It provides the insights and tools for creating experiences that turn satisfied customers into loyal advocates.

Customers as Partners:  Building Profitable Professional Relationships That Last. Distinctive service in the professional or B2B world can be vastly different than the approach used by a retailer to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise like law or accounting, the path to success has become a long-term, profitable relationship, not just a glitzy experience. Research convincingly demonstrates it is the depth of the relationship, not just the quality of the product or expertise, which retains the relationship. Based on his international best-selling book Customers as Partners, Bell’s insightful, fresh program provides audiences with compelling, yet practical tools, tips and techniques for building profitable relationships that last.

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