by Chip Bell | Dec 13, 2023 | Customer Loyalty
The waiter handed us a breakfast menu with the announcement: “The buffet is a much better value than a la carte.” But when he saw my nonplused reception he added, “…but none of our local flavors are on the buffet.” So, what did his announcement really mean? He...
by Chip Bell | Nov 15, 2023 | Customer Loyalty
This is my 80-year-old late father on a Go-Kart? “I wanted to show my grandchildren I could be a daredevil,” he explained. It was his label for being unexpectedly adventurous through risk-taking. And risk-taking is the foundation of customer trust. We all live our...
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...
