In these times of turbulence and anxiety, it's important for small business owners to remain feisty and survive, according to Chip Bell and John Patterson.
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Chip Bell 
Chip Bell is the founder of The Chip Bell Group, and co-author of Customer Loyalty Guaranteed. His consulting practice focuses on helping organizations build a culture that supports long-term customer loyalty.
Category: Customer Care, Marketing, Branding, Advertising
Web Sites:
www.chipbell.com
www.chipbell.com
Interviews with Chip Bell»See all
Managers as mentors
Chip Bell joins Jim Blasingame to discuss managers as mentors.
Customers can choose not to do business with you before you even know they exist. Chip Bell and John Patterson join Jim Blasingame with tips on how to ensure customers can find you online and how to create a positive, interactive online experience.
More and more, customers are posting their experiences, good and bad, online. Chip Bell and John Patterson join Jim Blasingame to discuss why customers are using user generated content to make their buying decisions and the impact of these customer reviews on your business.
Articles by Chip Bell»See all
Books by Chip Bell
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company’s customer service doesn’t adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation.
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A powerful and inventive guide to creating irrationally loyal customers There are a mountain of books about customer service, but very few as provocative and innovative as Take Their Breath Away. This practical book shows how to create and implement cutting-edge, inspiring concepts that raise the bar for the customer experience and help make the customer the central focus of the organization. This ingenious, real-world guide explores a variety of exciting, creative customer experience ideas using examples from remarkable customer-centric organizations. The key to a successful enterprise is value-added service, but the secret to great customer service is surprising customers with a value-unique experience. Take Their Breath Away provides ideas and insights for all who want to create a stunning, mind-blowing customer experience. This is not about "wow;" it's about "whoa!"
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Amid a wealth of products and services, customers hear one message again and again: "Your business isn't that important." How do companies send that message? By giving customers boring and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. Customer Loyalty Guaranteed shows companies how to awaken the "spirit to serve" in every employee with: Seven customer service personalities that build unbreakable customer loyalty, Leadership practices your organization must embrace to be a service superstar, and Ideas for maintaining remarkable service to retain customers over the long-term. Customer service gurus Chip R. Bell and John R. Patterson provide fresh ways to infuse your company with the passion that customers will connect to.
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