how to create awesome experieces through innovative service — chip bell
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SPRINKLES:Creating Awesome
Experiences Through Innovative Service
This presentation consists of highlights from the interview with Moe Abdou,
founder & host of 33voices®.
Chip R. Bell is the founder of The Chip Bell Group and has offices in the Dallas and Atlanta areas. He has served as consultant, trainer, or speaker to such major organizations as GE, Microsoft, State Farm, Marriott, Lockheed-Martin, Cadillac, KeyBank, Ritz-Carlton Hotels,
Pfizer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon Wireless, Home Depot, Harley-Davidson, and Victoria’s Secret. Additionally, he was a highly deco-rated infantry unit commander in Vietnam with the elite 82nd Airborne. Chip is the author or coauthor of 21 books, many national best-sellers. He was a highly decorated infantry
unit commander in Vietnam with the elite 82nd Airborne Division.
CHIP BELL@ChipRBell
Senior Partner at The Chip Bell Group
An extraordinary customer experience adds mystery and sensuality. It’s the difference
between value-unique service that leaves you awed, and value-added service that
gives you more of the same.
Insight #1
Insight #2
The essence of a trusting relationship with your customer is hidden in the letters ‘US’. It’s the
connection and covenant between the people.
Insight #3
Seek first to understand the customer and never rest until you make that
experience as effortless as possible.
Insight #4
There’s a unique bond that emerges when you get your customer involved in the creation
of anything. Start with the simple gesture “I need your help with _____.“
Insight #5
During your process of co-creation, remember these seven principles of inclusion:
Insight #5
During your process of co-creation, remember these seven principles of inclusion:Only ask for what is reasonable
Insight #5
During your process of co-creation, remember these seven principles of inclusion:
Make the request the way your mother taught you
Insight #5
During your process of co-creation, remember these seven principles of inclusion:
Provide customers with a brief background when making a request for assistance
Insight #5
During your process of co-creation, remember these seven principles of inclusion:
Requests for customer participation must contain the element of choice
Insight #5
During your process of co-creation, remember these seven principles of inclusion:Make certain the customer sees
participation as a collective effort
Insight #5
During your process of co-creation, remember these seven principles of inclusion:
Give the customer plenty of breathing room
Insight #5
During your process of co-creation, remember these seven principles of inclusion:
Never forget to express your gratitude
Insight #6
Extraordinary service companies make customer forensics a keystone priority, for as Bill Gates said, “your unhappy customers are
your greatest source of learning”.
Insight #7
The aura of indifference is toxic, for your customer resents indifferent service more
than they do bad service.
Insight #8
The entrepreneur who makes it her intent to turn her body of work into a
masterpiece will never cease to create value, for she knows when she makes a difference,
the money will follow.
Insight #9
The purpose of an organization isto create a customer. Turn this timeless
principle from Peter Drucker into an imperative; you’ll never stop thinking about delivering
extraordinary service.
Insight #10
Add these nine Sprinkles and join the customer service elite:
Insight #10
Add these nine Sprinkles and join the customer service elite:
Amazement - The secret to differentiation
Insight #10
Add these nine Sprinkles and join the customer service elite:
Animation - Customers are attracted to spirited people
Insight #10
Add these nine Sprinkles and join the customer service elite:
Abundance - A generous attitude has a magnetic impact on your customer
Insight #10
Add these nine Sprinkles and join the customer service elite:
Ambiance - The effective use of senses cries not just for congruence but creativity
Insight #10
Add these nine Sprinkles and join the customer service elite:
Adoration - Never underestimate the power of love
Insight #10
Add these nine Sprinkles and join the customer service elite:
Allegiance - Find ways to do unexpected, extra favors for your customer
Insight #10
Add these nine Sprinkles and join the customer service elite:
Alliance - Smart organizations view customers as partners
Insight #10
Add these nine Sprinkles and join the customer service elite:
Accessible - Make access to stressless service a vital and obvious part of your plan
Insight #10
Add these nine Sprinkles and join the customer service elite:
Adventure - Do the unexpected whenever possible
Reflect: When was the last time you did something totally unexpected
for your customer?
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Presentation created by Chase Jennings
Insights by Moe Abdou