by Chip Bell | Oct 16, 2023 | Customer Loyalty
Much of my career has been devoted to promoting a great customer experience. It differentiates organizations from their competition since it is crafted around an emotional connection, not just a functional outcome. If the airline flight lands on time in the right...
by Chip Bell | Sep 15, 2023 | Customer Loyalty
Charles Holland worked the soda shop fountain at the Longhorn Restaurant when I was in high school. He called it his dashboard—you know the one at a soda shop all the different flavors you could put in a soda—cherry, strawberry, chocolate, vanilla… He was about to...
by Chip Bell | Aug 15, 2023 | Customer Loyalty
“I figured if I was going to make the world a better place, I’d do it with cookies,” said Stranger Than Fiction character Ana Pascal. It is a powerful concept for innovative service. “Sprinkles” is code for any heartstring-plucking surprise that takes service from...
by Chip Bell | Jul 21, 2023 | Customer Loyalty
Last week I stopped mid-morning at a local fast-food restaurant and ordered a breakfast burrito to-go. There was no one behind me in the drive-thru lane since it was 10:30 am. The lovely person asked if I would pull across the lot and park; someone would bring out my...
