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...
by Chip Bell | Jun 15, 2023 | Customer Loyalty
Mescal is a unique adult beverage I occasionally enjoy. Mescal is in the same beverage family as tequila, but it is made with different types of agave plants; tequila is made only with blue agave plants from the state of Jalisco, Mexico. The tradename of my favorite...
by Chip Bell | May 16, 2023 | Customer Loyalty
A giant cookie bowl shaped like a bright-colored clown sat on a shelf in my grandmother’s kitchen. It was never empty. It seemed to be always grand kid ready. She kept an extra kids pajamas in her bottom right dresser drawer just in case a grandchild elected to...
