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


ALL CUSTOMERS HAVE CHANGED

MORE CHOICES

MORE SMARTS GREAT SERVICE


TODAY’S CUSTOMERS ARE ACCUSTOMED TO BEING HIGHLY STIMULATED

AND ENTERTAINED


Quack!

...PLAIN VANILLA IS JUST BORING!


WHAT DOES “TAKE THEIR BREATH AWAY” FEEL LIKE?

SELECT ONE CARD AND REMEMBER IT!


I WILL NOW MAGICALLY REMOVE THE CARD YOU

SELECTED.

HOW DID I DO?


HOW ABOUT INNOVATIVE SERVICE?


WHAT ARE THE FEATURES OF INNOVATIVE SERVICE?

SIMPLE UNEXPECTED APPROPRIATE


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.


COUNT EVERY SQUARE

YOU SEE 1X1 = 16

2X2 = 9

3X3 = 4

4X4 = 1

The word “square” at the top


FIVE INNOVATION STRATEGIES TO OVERCOME PATTERNS

SURPRISE EFFORTLESS

4D

MENTORING MONOGRAM


4D

FIVE INNOVATION STRATEGIES TO OVERCOME PATTERNS

SURPRISE

EFFORTLESS

MENTORING MONOGRAM


SURPRISE STRATEGY IN ACTION


SURPRISE

STRATEGIES OF INNOVATIVE SRVICE

4D

EFFORTLESS

MENTORING MONOGRAM


THE 4D STRATEGY IS STIMULATION


4D STRATEGY IN ACTION

FIND THE SENSE OF SENSE ON STEROIDS IN YOUR COMPANY


STRATEGIES OF INNOVATIVE SERVICE

SURPRISE

MENTORING

EFFORTLESS

4D MONOGRAM

THE MENTORING STRATEGY IS CUSTOMER LEARNING


BE A CUSTOMER MENTOR



SURPRISE

EFFORTLESS

4D

MENTORING MONOGRAM


THE EASY BUTTON STRATEGY IS EFFORTLESS SERVICE

Minutes of wait

0

Angry

Annoyed

Satisfied

5 10 15 20 25


EASY BUTTON TAKES A FOCUS ON SERVICE AIR



SURPRISE

MONOGRAM

EFFORTLESS

MENTORING 4D


Four Seasons Austin, Texas

THE MONOGRAMMED STRATEGY IS PERSONALIZED


MONOGRAMMED SERVICE REQUIRES CUSTOMER INSIGHT


FIVE STRATEGIES OF INNOVATIVE SERVICE

SURPRISE EFFORTLESS

4D

MENTORING MONOGRAM


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

innovative service - freddie mac · innovative service with chip bell | chipbell.com the worth of a...

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