Chip Bell's Page

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    Dance Lessons

    Do you want to prevent partnership failures by understanding the interpersonal forces at work?

    Managers as Mentors

    Are you wondering how to be the best possible mentor for a young employee under your care?

    Magnetic Service

    What turns an ordinary customer into a devoted brand evangelist?

    Customers As Partners

    Do you know the true sources of customer loyalty?

    Wired and Dangerous

    How can businesses navigate the tricky waters of a network of customers that are hyper-connected?

    • Hardwire Learning into Customer Contact Performance

      Chip Bell posted a blog post

      Hardwire Learning into Customer Contact Performance

      A reputable B2B company recently received feedback indicating widespread customer concern they were not helping their customers remain on the cutting edge of their own industries. The company was so focused on trying to sell they lost sight of helping their customers stay informed on their new ...

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      April 19, 2017

    • Storytelling Power

      Chip Bell posted a blog post

      Storytelling Power

      Guest post by James Mapes The founder of Quantum Leap Thinking, creator of The Transformational Coach, and an expert on the psychology of applied imagination, James Mapes is a highly acclaimed business speaker and personal excellence coach.       HOW TO IGNITE YOUR BRAIN WITH STORYTELLING Thos...

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      April 19, 2017

    • Service Like a Candle

      Chip Bell posted a blog post

      Service Like a Candle

      “Is this a happy day for you?” I cheerfully asked the sales clerk as I was checking out of a large retail store.  Ironically, “Joy to the World” was playing in the background and twinkling holiday lights were everywhere.  To be honest, my query had an ulterior motive.  I was trying to lift up ...

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      April 19, 2017

    • Bill Treasurer is a Kaleidoscope Leader

      Chip Bell posted a blog post

      Bill Treasurer is a Kaleidoscope Leader

      Kaleidoscopes are really cool toys. Turn them or shake them and they surprise you with their ever changing cavalcade of sparkles! But, the stones inside (granddaughters call them jewels) never change. You don’t open up a kaleidoscope and change the cut glass that creates the visual magic. Great...

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      April 19, 2017

    • A More Perfect Derriere: Confident Humility

      Chip Bell posted a blog post

      A More Perfect Derriere: Confident Humility

      Guest post, by Bill Treasurer Leaders are likely to get a butt kick during some point (if not many times) during their career. Butt kicks are life’s mysterious and painful way of reminding us of the dangers of too much or too little confidence. There is a delicate balance to leadership. Let’s b...

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      April 19, 2017

    • Unleashing the Power of Small Batch Service

      Chip Bell posted a blog post

      Unleashing the Power of Small Batch Service

      The news announces that Sears is closing stores. Last week Macy’s and JC Penney made similar announcements. What’s happening to big box merchandising? Some can be blamed on the change in buyer demographics—“shop ‘til you drop” baby boomers are buying less as they approach their later years; mil...

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      April 19, 2017

    • Why Not Add Elegance?

      Chip Bell posted a blog post

      Why Not Add Elegance?

      We checked into the Lake Lure Inn. Built in 1927, the antique North Carolina hotel served as command central for the making of the movie Dirty Dancing. You now can stay in the Patrick Swayze Suite or the Jennifer Gray Suite. Furnished with exquisite period furniture with meticulous attention t...

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      September 30, 2016

    • Olympic Service with Abundance

      Chip Bell posted a blog post

      Olympic Service with Abundance

      The antique pipe under the bathroom sink at my weekend river house finally busted, streaming water all over the floor.  Fortunately, I was there when it happened and could quickly stop the hemorrhaging.  But, it was 9 o’clock at night and I needed a part I did not have in order to repair the p...

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      August 31, 2016

    • A Ring for Your Customer’s Horses

      Chip Bell posted a blog post

      A Ring for Your Customer’s Horses

        The Medici family was the richest family in Italy in the 15th and 16th centuries. Based in Florence, their banks (one of the first branch banking systems in history) loaned money to kings and rulers throughout Europe. They were to Europe what John Rockefeller, Andrew Carnegie or J.P. Morgan w...

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      July 27, 2016

    • Serving Customers When Pain Is Involved

      Chip Bell posted a blog post

      Serving Customers When Pain Is Involved

      The Cincinnati Zoo is forced to shoot a rare gorilla that potentially threatened a boy who had fallen into the gorilla cage. Disney World lost a 2-year old guest to an alligator in an on-property lagoon. A massive hurricane put the local utility company in its bull’s eye. All these tragedies in...

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      July 11, 2016

    • Star Spangled Service

      Chip Bell posted a blog post

      Star Spangled Service

      Walk into the lobby of a Westin Hotel and your nose knows the scent suddenly shifts from the “smell of the street” to a signature fragrance called “White Tea.” Reach the checkout counter of Dallas garden center Nicholson-Hardie and you can pet a big calico cat sprawled across the counter comple...

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      July 11, 2016

    • Lighting Up Customers With Sprinkles

      Chip Bell posted a blog post

      Lighting Up Customers With Sprinkles

        Today was my semi-annual dental cleaning. My dentist, Dr. Norm Lee, is a big fan of “only cleaning the teeth you plan to keep!” I got more than clean teeth; I got service with sprinkles. But, I am getting way ahead of myself. My teeth cleaning started with a text two weeks ago reminding me of ...

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      May 25, 2016

    • The EASY Way to Customer Loyalty

      Chip Bell posted a blog post

      The EASY Way to Customer Loyalty

      Guest Post by Joseph Michelli, Ph.D Ok, the title is a smidge misleading. If customer loyalty was something easily achieved, the American Customer Satisfaction Index would not be approaching a 9-year low.  However, “EASE” is a key to driving customer satisfaction, engagement, loyalty and referr...

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      April 12, 2016

    • Service with a Magic Touch

      Chip Bell posted a blog post

      Service with a Magic Touch

      The Platters were a favorite singing group of mine. They had forty songs that made the Top 100; four that were #1 hits. One of their top songs opens with the lyrics: “You’ve got the magic touch; it makes me glow so much. It casts a spell, it rings a bell, the magic touch.” Now, assume your cus...

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      April 12, 2016

    • Rethinking the Value Zone: Why Focusing on its Employees First was the Right Move for HCLT

      Chip Bell posted a blog post

      Rethinking the Value Zone: Why Focusing on its Employees First was the Right Move for HCLT

      Guest Post by David Burkus In February 2006, Vineet Nayar, the president and CEO of HCL Technologies, one of the largest IT service providers in India, made a shocking announcement to a global meeting of their biggest customers. In short, he told them that they were no longer his top priority. ...

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      April 12, 2016

    • The Secrets of Leadership Revealed!

      Chip Bell posted a blog post

      The Secrets of Leadership Revealed!

      There is an old adage that goes, “authority is the last resort of the inept and frustrated.” Parents who have found themselves relying on “…Because I said so” to direct a reluctant child know the absolute truth of this adage. When rank becomes the only means of ensuring compliance, one has long...

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      April 12, 2016

    • Create a Stained Glass Experience

      Chip Bell posted a blog post

      Create a Stained Glass Experience

      My son and his fiancé elected to get married in a large antique church in mid-town Atlanta. Their choice of church was driven in part by the magnificent stained glass windows in the sanctuary. Just at the “I do” part of their late afternoon ceremony, the setting sun suddenly showered through on...

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      January 29, 2016

    • Leading a Culture of Innovation

      Chip Bell posted a blog post

      Leading a Culture of Innovation

      A CEO met with her senior staff and posed a typical CEO question: “What strategies and tactics would you recommend if we needed to increase our productivity by 10%?” Her executives quickly outlined belt-tightening steps and “do more with less” recommendations. Then she asked, “What if needed to...

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      January 6, 2016

    • Holiday Serving Under-The-Gun

      Chip Bell posted a blog post

      Holiday Serving Under-The-Gun

      Host! The word carries a variety of meanings, each painted in the color “help.” It conjures a maître de escorting a guest to the best table; a hotel concierge taking the stress out of a tourist’s holiday; or the greeter at a large party ensuring no detail is overlooked. And, it is the perfect m...

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      December 26, 2015

    • The Night Before Conference

      Chip Bell posted a blog post

      The Night Before Conference

        ‘Twas the night before conference and all through the hall, not a vendor was stirring, no emails no calls.   The banners were hung ‘ore the expo hall floor, and signage was out by each breakout room door   Attendees were nestled in hotel room beds, while visions of networking danced in their...

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      December 13, 2015

    • People Don’t Resist Change

      Chip Bell posted a blog post

      People Don’t Resist Change

      Making change happen in organizations would be a lot easier if there weren’t those pesky resistors. There are the angry types filled with long memories of pain. There are the pessimistic types who would throw a wet blanket on the most carefully planned party. Finally, there are the silent gru...

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      November 24, 2015

    • Dont Get Sucker Punched by Competitors

      Chip Bell posted a blog post

      Dont Get Sucker Punched by Competitors

      “Sucker punch” is an interesting moniker for an unexpected blow for a competitor. Historically a label from the world of boxing, its use has been expanded to the business world. The implication is a hit that should have been predicted. The fact that the inevitable was missed or ignored leaves t...

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      November 19, 2015

    • Customer Experience – On Purpose

      Chip Bell posted a blog post

      Customer Experience – On Purpose

      “Every business must serve a social purpose”. These are not the words of a social campaigner or a politician; they are the words of a banker, Ashok Vaswani, the CEO of Retail and Business Banking at Barclays, one of the world’s largest banks. Barclays has been involved in at least one major tra...

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      October 28, 2015

    • Who’s “Killing” Your  Customers?

      Chip Bell posted a blog post

      Who’s “Killing” Your Customers?

      Jerry Lee Lewis (aka, The Killer) has been a wild country music singer performing for over sixty years! His performances are electrifying with acrobatic boogie-woogie piano playing and wall-to-wall non-stop passion. Having attended his concerts more than once, I have watched him amaze huge audi...

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      October 28, 2015

    • The Circus Principle

      Chip Bell posted a blog post

      The Circus Principle

        Today is October 8th. National Customer Service Week started on Monday and has run through the week. However, we started the ‘celebration tips countdown’ a full week before. With a hat-tip to former Tonight Show host, Dave Letterman, we have been offering you a way celebrate the week…and, all...

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      October 9, 2015

    • Service for the “Sole”

      Chip Bell posted a blog post

      Service for the “Sole”

      National Customer Service Week has been this week–October 5-9. After bringing you ten days of ideas, today we end our ten-day celebration countdown. We will have one more thought provoking blog on Monday, October 12th. Don’t miss it! I took my beloved Lucchese boots to McMillan’s shoe repair st...

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      October 9, 2015

    • Build Customer Loyalty through Participation

      Chip Bell posted a blog post

      Build Customer Loyalty through Participation

      “Dinner on the ground” was code for participation in small towns in the South when we were growing up. While this event went with all family reunions, its most special form of community occurred after certain church services. “Dinner on the ground” was a super event for little boys to run, holl...

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      October 7, 2015

    • It’s Not Easy Being Green

      Chip Bell posted a blog post

      It’s Not Easy Being Green

      Kermit the Frog (a.k.a., Jim Henson) sang an insightful song on both Sesame Street and The Muppet Show—“It’s Not Easy Being Green.” It could be about remarkable service. Some of the lyrics (written by Joe Raposo) go, “But green can be cool and friendly-like; and green can be big like an ocean, ...

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      October 7, 2015

    • Surprise Your Customers with Hidden Treasure

      Chip Bell posted a blog post

      Surprise Your Customers with Hidden Treasure

      We had our granddaughters visit one weekend at our lake home. There is absolutely nothing more jarringly creative than a nine-year-old or more innocent than a seven-year old. Grandparents wonder why their grandchildren can’t stay “puppies!!” One morning we decided to stage an elaborate backyard...

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      October 7, 2015

    • Outcome after the Outcome

      Chip Bell posted a blog post

      Outcome after the Outcome

      The outcome in grocery shopping is to get groceries desired as conveniently as possible, but that’s not the final memory the customer has of the experience. Ever gotten home and discovered two eggs were cracked? Or have a bloody cut of meat soil the birthday card you bought for Aunt Molly? Too ...

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      October 7, 2015

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