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

EFFORTLESS

MENTORING

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

SURPRISE

4D

EFFORTLESS

MENTORING

PARTNERING

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

MENTORING

EFFORTLESS

SURPRISE

4D

PARTNERING

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

EFFORTLESS

SURPRISE

4D

MENTORING

PARTNERING

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

29

SURPRISE

4D

EFFORTLESS

MENTORING

PARTNERING

5Innovative ServiceStrategies to Overcome Mind Patterns

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

MENTORING

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