Chip R. Bell Livres

"Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results." --Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, "If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.

When the British government undertook the construction of the Uganda Railway through East Africa in 1898, their biggest obstacle came in the form of two lions with a taste for human flesh. This title comes with over 100 original photos of the East African lands, native tribes, and wild animals.

Mentoring in today's business community requires that leaders act more like partners toward coworkers. In this book, consultant Chip Bell provides techniques to help leaders avoid the hazards of hierarchy and focus on forming relationships with coworkers in which everyone learns from the interaction--and benefits the organization.

In Managing Knock Your Socks Off Service, Ron Zemke and Chip Bell guide managers on how to consistently deliver exemplary service within their organizations. They emphasize that having excellent service providers is only part of the equation; without proper support, appreciation, and effective systems, service providers may become disengaged, leading to customer dissatisfaction. This book is tailored for front-line managers, supervisors, and small business owners, offering strategies to ensure high-quality service on a daily basis. Zemke and Bell outline eight essential goals for achieving superior service: 1. Recruit and retain quality staff 2. Understand your customers deeply 3. Align your team with a clear organizational purpose 4. Develop user-friendly delivery systems 5. Provide comprehensive training and support 6. Empower and involve employees 7. Acknowledge and reward outstanding performance 8. Lead by example to set the tone. The authors provide practical insights for each goal, enriched with quotes from service leaders like Marriott and Southwest Airlines. They assert that the future corporate hero will be the manager adept in creating and delivering high-quality service. This book aims to foster a new generation of service quality champions.