Author Archives: Chip&John

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."

Imaginative Service: Customer Connections for Great Experiences!

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product oroutcome they deliver is one … Continue reading

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Innovative Service: Trust as a Service Centerpiece

We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting … Continue reading

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INNOVATIVE SERVICE: HAPPY PROCESSES

What is a service process?  A service process can be defined from two perspectives.  From the inside looking out, it is a collection of procedures and practices that govern a complete operation.  Bottom line, it is the means that organizations … Continue reading

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Imaginative Service: Be Elegantly Adaptive

Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant.  As I approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere.  The … Continue reading

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The Power of Customer Surprise!

The Christmas I turned ten years old there was a mega-surprise for me under the tree. I was expecting the ham radio starter kit or fishing rod that I had requested.  But, there it was!  I could not believe my … Continue reading

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Imaginative Service: Be a Service Innovator

When Al Hopkins a young boy he watched the other ten-year-olds wait for customers to stop by their sidewalk lemonade stands in the hot summer sun.  Al abandoned the “stand” concept and took his lemonade business door-to-door.  He made enough … Continue reading

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Service Innovation: Give Customers an Occasional Miracle

  A Boston family adopted an Asian girl.  No sooner had she arrived in the U.S. than the family learned she needed to have major surgery.  The nine year old child––who spoke only Chinese and had life experiences limited to … Continue reading

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Keeping the “R” in “CRM”

CRM has been hot for a few years.  But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer relationship management.”    The by-product was aptly characterized by a friend … Continue reading

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Who Drives Your Customer’s Experience

My wife has a new ear doctor!  He has great bedside manner and obvious, deep medical expertise.  But, the start and finish of her first visit left her wondering how well he understood the complete patient experience. I went with … Continue reading

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Service Renovation

My neighbor next door to my getaway river house is renovating his house.  He recently bought it and decided to add a large screened porch on the river side, a carport, and an extra bedroom.  His construction steps have been … Continue reading

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