PowerPoint Presentation
With Chip BellCHIPBELL.COM
TAKE IT TO THE LIMITBetter CX Through Innovative Service
REALLY WORTH?
HOW MUCH IS1CUP OF COFFEEGreat Coffee Brewed in Your Kitchen
McDonalds
Starbucks
Palm CourtPlaza Hotel NY City
$.08
$1
$4
$10It is all about the EXPERIENCE!
CUSTOMERS ARE ACCUSTOMED TO BEING HIGHLY STIMULATED & ENTERTAINED
Quack!...SO, PLAIN VANILLA IS BORING!
What is
INNOVATIVESERVICE
What is
INNOVATIVESERVICEUNEXPECTEDSIMPLEAPPROPRIATE
THE CHALLENGE TO SERVICE UNLEASHED?YOUR MIND LOVES PATTERNSAoccdrnig 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.
1X1 = 162X2 = 93X3 = 44X4 = 1The word square at the top
count every square you see
5INNOVATIVE SERVICEStrategies to Overcome Mind Patterns
SURPRISE
4D
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PARTNERING
CHIPBELL.COMChip Bell
+50%Whats a product or service you love so much that even if they raised their price 50%, youd still be a big fan?
Intro Slides
4D
EFFORTLESS
MENTORINGMONOGRAMMED
PARTNERING
SURPRISE5INNOVATIVE SERVICEStrategies to Overcome Mind Patterns
OCONEE CELLAR DOES SURPRISE
10% OffHappy Birthday!!
Innovative Service Leaders EMPOWERFred Smith, CEO
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5INNOVATIVE SERVICEStrategies to Overcome Mind Patterns
StraightOn The RocksWe have to remind you that you must be of legal drinking age to visit our site! We cant actually give you a drink. But we can pour you one. So how do you like your Jack?
Straight or On the Rocks?
THE 4D STRATEGY IS STIMULATION
4D STRATEGY IN ACTION
John Longstreet, CEOPennsylvania Restaurant & Lodging Association Innovative Service Leaders CONNECT
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5Innovative ServiceStrategies to Overcome Mind Patterns
You may have been drinking Jack Daniels for years and enjoying it just fine. And that really is the first and most important thing to remember, drink it the way you enjoy it. Its all a matter of taste anyway, and the way you sip your whiskey should suit your taste. But in case youre curious, here are some thoughts Jack Daniels great-grandniece Lynne Tolley has about drinking Jack Daniels.HOW TO SIP GOOD TENNESSEE WHISKEYBefore you sip, enjoy the smell. Swirly the whiskey glass a couple of seconds and then breathe in the fine aroma. Some folks calls this nosing. Its a great way to make a bottle of good whiskey go a whole lot farther.
Drink it with a friendFollow your nose
HARDWIRE WISDOM INTO YOUR CUSTOMERS EXPERIENCES
Be a Customer MentoRCourtesy of John Goodman, CCMCService Delight ExperienceAverage Lift to RepurchaseOverall service beyond my expectation12%Assistance during a key life event14%No unpleasant surprises22%Friendly staff interaction25%Personal relationship over time26%Tell me of a new opportunity30%Proactive provide new and useful information32%
MENTORInnovative Service LeadersRich Teerlink, CEO
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5Innovative ServiceStrategies to Overcome Mind Patterns
The Easy Button Strategy
is Effortless Service
Were not in the airline business. We are in the customer service business. We just happen to be an airline.
--Colleen Barrett, PresidentSouthwest Airlines
Innovative Service Leaders FOCUS
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What can you learn from?
Roger BrashearsRoger Brasiers has been with the distillery since 1973 so, as you can imagine, there isn't a question he cant answer about Jack Daniels. He oversees the distillerys tour program, which entertains about 250,000 per year.
Roger has logged his fair share of frequent flyer miles, being that hes the resident spokesperson and historian. News media from all four corners of the world always want to interview him.
If youre not from these parts, you may not have understood a word he just said. So weve provided a written version below.
Hello and welcome to Lynchburg, Tennessee, home of the Jack Daniel Distillery. Folks often ask me how many people work at the distillery? I always tell them, Ooooh, about half of them. Enjoy your stay and next time youre in Tennessee, drop by to see us in person.
Innovative Service Leaders PARTNERDiverse and inclusive teams make for a stronger business. The first question every leader should ask their employees (and customers) is What do you think?
- Roz Brewer, CEO, Sams Club
INNOVATIVE SERVICEREQUIRES CUSTOMER INSIGHT
5Innovative ServiceStrategies to Overcome Mind Patterns
SURPRISE
4D
EFFORTLESS
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PARTNERING
CHIPBELL.COMChip Bell
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!Closing Thought
With Chip BellCHIPBELL.COM
TAKE IT TO THE LIMITBetter CX Through Innovative Service