Chip Bell

What do Google, Netflix, Apple, Uber, Nike, and Amazon have in common besides rapid growth and impressive profits? They are among the most innovative companies, always seeking new ways to delight their customers. Exceptional service for today’s demanding customers requires a constant pursuit of innovative methods to create memorable yet consistent experiences. Dr. Chip Bell, drawing from his national best-sellers "The 9½ Principles of Innovative Service" and "Sprinkles: Creating Awesome Experiences Through Innovative Service," shares insights from over 20 years of experience with top brands. Attendees will learn cutting-edge techniques to reinvent or enhance their customer experience strategies.

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. Additionally, operations that put their customers in the center of their 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, Harley-Davidson—and shares the secrets of what makes them so 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.

Dr. Bell's keynote addresses the profound shift in customer behavior driven by economic anxiety, impersonal high-tech service, and the power of social media. He emphasizes that organizations must adapt to this "customer revolution" to thrive, as outdated methods will lead to failure. Today's customers demand value, personalized service, and have higher expectations, with social media amplifying their voices. Dr. Bell draws on his extensive consulting experience and research to offer strategies for transforming customers from mere kings to partners. Attendees will learn proven techniques to enhance customer loyalty, empower frontline employees, and drive business growth and reputation.

Distinctive service in the B2B world differs greatly from consumer-focused approaches. Success in B2B and specialized expertise hinges on long-term, profitable relationships rather than flashy experiences. When clients feel valued as partners, their expectations are more realistic, they forgive mistakes, advocate ardently, and deepen their economic investment. This keynote by Dr. Chip Bell, based on his best-selling books "Customers as Partners" and "Dance Lessons," is crucial for B2B organizations facing disintermediation. Attendees will learn practical tools, tips, and techniques for building lasting, profitable relationships, emphasizing that relationship depth, not just product quality, retains clients.

Go behind the scenes in those organizations renowned for inventive and imaginative service and you will find leaders with exceptional practices and special competencies. These courageous leaders understand the culture and leader-follower relationships that are most suited for resourcefulness in delivering value-unique experiences that awe, not just wow. Leadership is an echo that best resonates in a setting of responsible freedom, compelling cause, supportive connections, infectious curiosity and affirming excellence. Dr. Bell’s riveting keynote uses profiles of successful innovation leaders who foster frontline ingenuity and nurture opportunities for breakthroughs and discoveries. Based on his best-selling book, Take Their Breath Away, this powerful presentation leaves audiences with fresh insights and clear instructions on ways to stimulate, nurture and cultivate innovative service.