The Emerging Strategy of Innovative Service

The world of the customer has dramatically changed. The tough economy has made customers more value conscious, demonstrating far more caution in how they spend their hard-earned dollar. The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

Such a plethora of challenges has required all organizations to rethink their strategy. Since revenue from customers and the power of their advocacy dramatically impacts organizational growth and profits, assuming “we know what’s best for our customers” is akin to a death knell.

But, the largest challenge today is not the changing expectations of the new, normal picky, fickle, vocal and wired customer. It is their requirement for an experience that heightens their emotional connection and ramps up their affinity. Customers are bored and want their hearts to race and their spirits to soar. And, here is the backstory.

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About the Author

Chip R. Bell is a customer loyalty consultant and the author of several national best-selling books. His last three books include The 9 ½ Principles of Innovative Service, Managers as Mentors (with Marshall Goldsmith) and Wired and Dangerous (with John Patterson). He can be reached at

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