Today’s interview is with Chip R. Bell, a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of books, many of which are focused on how we can improve customer service and experience. He joins us today to talk about his new book: Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, what it’s about, what we can learn from it and what we should be doing to improve both customer and employee experience.
This interview follows on from my recent interview – The relationship between trust, honesty and simplicity when it comes to customer and employee experience – Interview with Brian Rafferty of Siegel+Gale – and is number 368 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Chip:
Chip R. Bell is the author of 24 books. His newest book, “Inside Your Customer’s Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions,” is due out in the fall of 2020. He is also of such bestsellers as “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Awesome Experiences Through Innovative Service,” “The 9 1/2 Principles of Innovative Service,” “Take Their Breath Away” (with John Patterson), “Managers As Mentors: Building Partnerships for Learning” (with Marshall Goldsmith), “Customers as Partners,” “Managing Knock Your Socks Off Service” (with Ron Zemke), and “Magnetic Service” (with Bilijack Bell).
He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot, and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last six years in a row among the top three keynote speakers in the world on customer service, with two years in the top slot.
He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the U.S. Army Infantry School. His training programs have won awards including a Stevie Award in 2018.
He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine, Success Magazine, Real Leaders, CEO Magazine, and Fast Company.
Check out Chip’s website, grab a copy of his new book: Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, say Hi to him on Twitter @chiprbell and do connect with him on LinkedIn here.