Today’s customers have changed. They are picky—all about value; fickle—ready to bolt on the first hiccup; and, vocal—with the reach and power of social media that can wreck a reputation almost overnight. It has created a major challenge for all organizations interested in capturing greater share of wallet. It also presents a challenge for leaders who must steer their enterprise through a perfect storm of “customer as king.” Join service authority Chip Bell for a powerful webinar focused on “value-unique” –a more innovative approach to winning in today’s marketplace. Service leaders will learn: Five building blocks of innovative service and how to apply them to their business Strategies for empowering associates to act as “owners” of their customers’ experiences How today’s top service leaders embrace innovative service to foster an inclusive, partnership culture

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Frequently
Asked
Ques6ons

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Lauren
Dixon
Associate
Editor
Workforce
magazine
Leading
Innova6ve
Customer
Service:
Steering
Your
Enterprise
to
Win

8. Leading Innovative Service:
Steering Your Enterprise to Win
Presented by: Chip Bell, in partnership with MHI Global
CHIPBELL.COM

9. HOW MUCH IS ONE CUP
OF COFFEE REALLY WORTH?
Great Coffee Brewed
in Your Kitchen
McDonald’s Starbucks
Palm Court
Plaza Hotel NY City
It is all about the experience!
$.08 $1 $3-$4 $10

10. BUT, TODAY’S CUSTOMERS HAVE NEW
STANDARDS FOR SERVICE EXPERIENCES

11. 2006
High Tech without High Touch Has
Mechanized Customer Connections
2016

12. Value-Added Versus Value-Unique
Marriott Upgrade
DELIGHT or WOW
Monaco Goldfish
AWE or STUN

13. THE CHALLENGE TO INNOVATIVE SERVICE:
YOUR MIND IS ATTRACTED TO PATTERNS
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.

14. SIMPLEUNEXPECTED APPROPRIATE
WHAT ARE THE FEATURES OF
INNOVATIVE SERVICE?

15. THE CHALLENGE TO INNOVATIVE SERVICE:
YOUR MIND IS ATTRACTED TO PATTERNS
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.

16. COUNT EVERY SQUARE
YOU SEE
1X1 = 16
2X2 = 9
3X3 = 4
4X4 = 1
The word
“square”
at the top

17. “GET” MEENCHANT ME
UNBURDEN ME
ENLIGHTEN ME
INCLUDE ME
The Building Blocks of
Innovative Service

18. “GET” ME

19. “GET” ME
LOCKHEED-MARTIN vs BOEING
Joint Strike Fighter F-35
Contract Awarded: $200 Billion
Boeing EntryLockheed-Martin
Entry

20. Jeff Immelt, CEO
General Electric
Liz Smith, CEO
Bloomin’ Brands
Meg Whitman, CEO
Hewlett Packard
“GET” ME
INSIGHT TRUMPS UNDERSTANDING
Steve Cannon, CEO
Mercedes-Benz USA

21. John Longstreet, CEO
Pennsylvania Restaurant
& Lodging Assoc.
CONNECT
Innovative
Service
Leaders

22. “Being there is not
to make associates
happier; it is to
m a k e l e a d e r s
smarter.”
--Bill Marriott, Jr., CEO
CONNECT

23. Innovative Service
Leaders Create a
Culture of Scouts

24. INCLUDE ME

25. Devin Wenig
CEO, eBay
“Most good innovation comes
from our customers. The more
time we spend thinking in the
ivory tower in San Jose, the
worse off we’re going to be.”
5M
In Iauction
transactions in 1st
quarter.
Downloads of iPhone
application in first month.
$500M
INCLUDE ME

26. “Diverse 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, Sam’s Club
PARTNER
Innovative
Service
Leaders

27. ENLIGHTEN ME

29. BE A CUSTOMER MENTOR
Courtesy of John Goodman, CCM

30. BE A CUSTOMER MENTOR

31. MENTOR
Innovative
Service
Leaders
Rich Teerlink, CEO

32. UNBURDEN ME

33. UNBURDEN ME

34. WHAT I LEARNED FROM THE
CIRCUS COMING TO TOWN

35. “We’re not in the
airline business. We
are in the customer
service business.
We just happen to be
an airline.”
--Colleen Barrett, President
Southwest Airlines
FOCUS
Innovative
Service
Leaders

36. FOCUS
Innovative
Service
Leaders
Frank Blake, CEO
“Accountability has
two sides: “you
can count on me,”
and “there will be
an accounting. “
B o t h r e q u i r e
promises that need
to be kept.”

37. Quack!
ENCHANT ME

38. ENCHANT ME

39. EMPOWER
Innovative
Service
Leaders
Fred Smith, CEO

40. CLOSING THOUGHT
“The secret to a
memorable customer
experience is to treat
every customer like
today is their
birthday!”
— Herb Kelleher, CEO
Southwest Airlines
So, go celebrate your customers’ birthdays!

41. Partners in Customer Service Innovation: Chip Bell + MHI Global
Chip Bell is a world-renowned authority on customer loyalty and service
innovation. MHI Global
®
is the world’s most powerful sales and service
performance company.
Thank You!
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