Content by Chip Bell
What Leaders Can Learn From Crazy Horse, Part 2Leaders boldly take initiative, not out of duty or response to command, but from a strong sense of purpose
Tue, 07/06/2021 - 12:02
When you played cowboys and Indians as a kid, did you want to be the cowboy or the Indian? I wanted to be the Indian. All the ones I saw in comic books had super-cool moccasins and could move around with their bow and arrows without making a sound.…
What Leaders Can Learn From Crazy Horse, Part 1Great leaders do not reflect but rather radiate energetic passion
Mon, 06/07/2021 - 12:02
We live in an era of statue removal. Meanwhile the largest mountain carving in the world is under construction in the Black Hills of South Dakota just 17 miles from Mount Rushmore. The final carving will be 640 feet long and more than 50 stories…
How Do You Get the CEO to Care About Customers?Is there a method you’ve missed?
Wed, 04/28/2021 - 12:01
Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board…
Customers Want ‘The Second Shot!’A pattern of great service is the start of a relationship
Wed, 03/10/2021 - 12:02
I was fortunate enough yesterday to get my second Covid-19 vaccine. It was a giant relief, one that more than compensated for 24 hours of arm soreness. It was the peace of mind that, despite vaccine shortage or administrative challenges, I am now…
The Season of Customer ImaginationWhen customers release their imagination to resolve a problem, everyone benefits
Wed, 01/20/2021 - 12:02
All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their leaves from the limb. Here is how a leaf becomes the…
How to Get Really Great Customer ServiceThe first 10 seconds are vital to shaping the reception you are likely to get
Wed, 12/16/2020 - 12:01
Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe that turns even a cold initial encounter into a…
By the Customer: The Power of Customer-Created OfferingsInvite your customer to co-create. Their loyalty will soar, along with your reputation and bottom line.
Wed, 10/21/2020 - 12:02
He stood on a platform in the early afternoon of a cold November day only a few feet from the edge of Soldier’s National Cemetery. He was dizzy and feverish, suffering with the beginning of smallpox. It had been four months since the end of the…
Innovating With Crazy Customers‘When you innovate you’ve got to be prepared for everyone telling you that you’re nuts’
Wed, 09/02/2020 - 12:01
Alice—of Alice's Adventures in Wonderland fame—had a very vivid imagination. Had she been on the job market today, she would have no doubt been sought by Pixar, Google, or Amazon. If you read Lewis Carroll’s classic, you know the colorful adventures…
Are Your Customer’s Telling Stories?The difference between value-add and value-unique
Mon, 06/29/2020 - 12:02
One of my favorite movies is Stripes. Starring Saturday Night Live comedians Bill Murray and John Candy, the 1981 hit movie features a scene in which new Army recruits (including Murray and Candy) are in a “get-acquainted” circle with their basic…
The Power of Customer AccessTry taking the challenges away from your customers
Tue, 04/14/2020 - 12:02
The “camp” where we board our cat is fantastic. Our cat gets “tree time”—a giant climbing structure with tunnels and carpeted “trees” to climb and scratch. She gets the best of tender loving care, complete with brush-outs and nail trims. But try and…