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