Chip Bell

What do Netflix, Build-A-Bear, Zappos, Cabela's, Enterprise Rent-A-Car, and Progressive Insurance have in common, other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industries. Remarkable service not only requires market and organizational leadership but, more importantly, a perpetual pursuit of innovative ways to make the customers' experience sparkly yet consistent, enriching yet profitable. Based on his best-selling book, Take Their Breath Away, this lively, provocative session draws on Dr. Chip Bell's 20+ years working with top leaders from the world's leading brands to help them stay ahead of the competition by maintaining best-in-breed customer experience strategies.

Your customers have been forever changed by a perfect storm—the convergence of anxiety created by a resilient and tough recession, frustration fostered by too much high-tech service without high touch, and the power of being able to voice displeasure instantly to thousands via social media. Organizations that recognize the emerging "customer revolution" and adjust to this new normal customer will thrive; those that continue to use the "tired and true" methods of the past will fail. Since word of mouse (social media) today has five times the impact of word of mouth, it takes rethinking strategies and tactics to select ones that change today's "customer as king" into tomorrow's "customer as partner." Based on his best-selling book by the same title, this powerful, high-energy keynote draws on Dr. Bell's deep experience consulting with many of the elite service-providing companies plus his cutting-edge customer research.

Distinctive service in the professional or B2B world can be vastly different than the approach used by a merchant to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise, the path to success has become a long-term, profitable relationship, not just a glitzy experience. When those you serve feel like valued partners in a power-free relationship, their expectations are more realistic, they are more forgiving of mistakes, they are more ardent advocates, and their economic investment in the firm or organization deepens. Research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, which retains the relationship. Based on his international best-selling book Customers as Partners, Dr. Chip Bell's insightful, fresh program provides audiences with provocative, yet practical tools, tips, and techniques for building profitable relationships that last.