Innovative Service - Freddie Mac · innovative service with chip bell | chipbell.com the worth of a...

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Transcript of Innovative Service - Freddie Mac · innovative service with chip bell | chipbell.com the worth of a...

INNOVATIVE SERVICE

How Your Customers Have Changed and

What it Means to You

WITH CHIP BELL

C H I P B E L L . C O M

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

THE WORTH OF A GREAT CUSTOMER EXPERIENCE

$100 in 2005

$100 in 2005 in Top 25%

2014 ACSI FUND WORTH FIVE TIMES THE S&P 500 FUND

$134

$662

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

ALL CUSTOMERS HAVE CHANGED

MORE CHOICES

MORE SMARTS GREAT SERVICE

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

TODAY’S CUSTOMERS ARE ACCUSTOMED TO BEING HIGHLY STIMULATED

AND ENTERTAINED

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

Quack!

...PLAIN VANILLA IS JUST BORING!

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

WHAT DOES “TAKE THEIR BREATH AWAY” FEEL LIKE?

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

WHAT DOES “TAKE THEIR BREATH AWAY” FEEL LIKE?

SELECT ONE CARD AND REMEMBER IT!

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

I WILL NOW MAGICALLY REMOVE THE CARD YOU

SELECTED.

HOW DID I DO?

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

HOW ABOUT INNOVATIVE SERVICE?

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

WHAT ARE THE FEATURES OF INNOVATIVE SERVICE?

SIMPLE UNEXPECTED APPROPRIATE

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

THE CHALLENGE TO INNOVATIVE SERVICE: YOUR MIND IS A PATTERN MAKER

Aoccdrnig to rscheearch, it deosn't mttaer in what oredr the ltteers in a wrod are, olny taht the frist and lsat ltteres are at the rghit pcleas. The rset can be a toatl mses and you can sitll raed it. Tihs is bcuseae we do not raed ervey lteter by ilstef, but the wrod as a patern.

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

COUNT EVERY SQUARE

YOU SEE 1X1 = 16

2X2 = 9

3X3 = 4

4X4 = 1

The word “square” at the top

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

FIVE INNOVATION STRATEGIES TO OVERCOME PATTERNS

SURPRISE EFFORTLESS

4D

MENTORING MONOGRAM

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

4D

FIVE INNOVATION STRATEGIES TO OVERCOME PATTERNS

SURPRISE

EFFORTLESS

MENTORING MONOGRAM

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

SURPRISE STRATEGY IN ACTION

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

SURPRISE

STRATEGIES OF INNOVATIVE SRVICE

4D

EFFORTLESS

MENTORING MONOGRAM

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

THE 4D STRATEGY IS STIMULATION

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

4D STRATEGY IN ACTION

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

4D STRATEGY IN ACTION

4D STRATEGY IN ACTION

FIND THE SENSE OF SENSE ON STEROIDS IN YOUR COMPANY

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

STRATEGIES OF INNOVATIVE SERVICE

SURPRISE

MENTORING

EFFORTLESS

4D MONOGRAM

THE MENTORING STRATEGY IS CUSTOMER LEARNING

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

BE A CUSTOMER MENTOR

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

STRATEGIES OF INNOVATIVE SERVICE

SURPRISE

EFFORTLESS

4D

MENTORING MONOGRAM

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

THE EASY BUTTON STRATEGY IS EFFORTLESS SERVICE

Minutes of wait

0

Angry

Annoyed

Satisfied

5 10 15 20 25

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

EASY BUTTON TAKES A FOCUS ON SERVICE AIR

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

STRATEGIES OF INNOVATIVE SERVICE

SURPRISE

MONOGRAM

EFFORTLESS

MENTORING 4D

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

Four Seasons Austin, Texas

THE MONOGRAMMED STRATEGY IS PERSONALIZED

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

MONOGRAMMED SERVICE REQUIRES CUSTOMER INSIGHT

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

FIVE STRATEGIES OF INNOVATIVE SERVICE

SURPRISE EFFORTLESS

4D

MENTORING MONOGRAM

INNOVATIVE SERVICE WITH CHIP BELL | CHIPBELL.COM

CLOSING THOUGHT

“The secret to a delightful customer experience is to treat every customer like today is their birthday!”

— Herb Kelleher, CEO Southwest Airlines

So, go celebrate your customers’ birthdays!

INNOVATIVE SERVICE

How Your Customers Have Changed and

What it Means to You

WITH CHIP BELL

C H I P B E L L . C O M