LEADING A CUSTOMER-CENTRIC OPERATION
with Dr. Chip Bell
June 02, 2021
11 AM - 12 PM Eastern Time
Complimentary for IMS Members
VIRTUAL SESSION (1-HOUR)

REGISTER »    PDF
Book by Dr. Chip Bell
Book by Dr. Chip Bell

LEADING A CUSTOMER-CENTRIC OPERATION

 

Recall the absolutely best customer service experience of your entire life. Whether it was service from a small business or the unit down the hall, what were the features of this profoundly remarkable memory? Today's customers do not talk (remark) or tweet about good service; only experiences they find unique, special, and ingenious. Research shows value-added (taking what customers expect and adding more) will not provide a solid ROI. But, value-unique (delivering an unexpected, compelling surprise) creates animated advocates and fuels bottom line impact.

If you went behind the scenes of your absolutely best customer service experiences, what would you predict the leaders of those organizations would be doing? How would their actions differ from organizations or units that simply provided "pretty good" service? Dr. Chip Bell has studied the leadership practices of organizations renowned for value-unique customer experiences. Their amazingly similar practices will be explored along with perspectives on how you can model their excellence in your operation.

Want a sneak preview? Whether CEO or first-line supervisor, customer-centric leaders create an atmosphere of trust through transparency, authenticity, and an insistence on truth-telling. They rely on partnership relationships that facilitate high-performance collaboration centered on the intersection between the customer's needs/hopes and the organization or unit's mission/values. They spark "daredevil learning" that accelerate customer surprise-making by turning trials and pilots into bold, risk-taking learning adventures. They champion experimenters and inspire passion for the customer. This presentation will provide many tools and techniques for immediate application.

DR. CHIP BELL

 
DR. CHIP BELL is a senior partner with The Chip Bell Group and manages their Dallas, TX office. Prior to starting CBG in 1980, he was Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell is author or co-author of such best-selling books as Magnetic Service, Service Magic, Customers as Partners, Managing Knock Your Socks Off Service, and Managers as Mentors. His work has been featured on CNBC, CNN, NPR, Bloomberg TV, and in the Wall Street Journal, Fortune, USA Today, Fast Company, Inc. Magazine, Entrepreneur and Business Week.
Program Level: Beginner/Intermediate
Delivery Method: Group Internet Based (Zoom platform)
Prerequisites: None
Advanced Preparation: None
Field of Study: Personal Development
 
PLEASE NOTE: All virtual programs are held using the Zoom web application. If you do not have Zoom, or if it is not approved for use in your organization, you can log in using your personal device (tablet or phone). If you would like to test Zoom to be sure it is working on your computer or portable device, you can do so by going to: https://zoom.us/test.
If your organization needs information for whitelisting Zoom you can find it by clicking here.
For more information regarding refund, complaint and program cancellation policies click here, or contact our corporate office at 775.322.8222. You may also view our NASBA Statement here.