Episode 061: Inside the Customer Experience with Chip Bell

<p><span style="font-weight: 400;">“I have to create a kind of relationship with the customer where they go, ‘Oh, let me tell you this cool idea I had’, well, they've opened the door. So what do I do to create a kind of relationship that makes them feel safe to open that door?,” explains  Dr. Chip Bell. Dr. Bell is a world renowned authority on customer loyalty and service innovation and has been ranked in the top 10 keynote speakers in the world on customer experience for the past 8 years. Today, Dr. Chip Bell gives a peek behind the curtain into the customer experience and how business owners can make improvements by getting customers more involved. </span></p> <p><span style="font-weight: 400;">There is a lot of untapped potential residing in the customer that many business owners overlook. Typically when a company attempts to include the customer in improving their experience, they will ask for feedback or send out a survey. In order to really capture the full value of the customer relationship, it is important to gain access to the customer’s imagination and give them some role in helping actually design your products and services. To do this, you must first create a psychologically safe environment where the customer feels they can approach you with their ideas without fear of negative judgment. Tapping into your customers’ and employees’ own curiosities  for learning will help to drive innovation farther than it ever could have gone without those unique perspectives. </span></p> <p><span style="font-weight: 400;">The customer experience is more important than ever to the success of a business. The pandemic reignited people’s desires for more personalized experiences and human connection. By getting the customer involved in helping design the experience, business owners can create a much more loyal customer base while gaining access to incredible ingenuity. </span></p> <p><strong>Quotes:</strong></p> <p><span style="font-weight: 400;">“It's important to go much deeper and find ways to get the customer to co