Overview

Customer service expert Chip Bell takes readers to the next level of customer-centric innovation--not just listening to your customers or partnering with them but cocreating products and services with them. Every organization aspires to be customer-centric, but the current approach is shallow and transactional- organizations ask customers what they want and then try to give it to them. But often customers can't articulate precisely what they want. To really stay ahead of the competition, organizations have to have such a deep relationship with their customers that they can surprise them and create innovations that match their hopes and aspirations, not just their needs and expectations. This book lays out a strategy for getting customers fully integrated into the creation process. Bell offers five secrets for what he calls Co-creative Partnerships- Curiosity--develop a deep connection with customers that bonds, affirms, and supports; Grounding--find the juncture between the customer's needs and hopes and the organization's mission and values; Discovery--turn tryouts into bold, risk-taking learning adventures; Trust--honor candor, respect clear work agreements, and plan for the inevitable hiccups; and Passion--offer signs of admiration and actions of caring that help keep the alliance fresh and spirited.

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9781523090204

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Reviews

Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results. --Jeanne Bliss, founder and CEO, CustomerBliss, and cofounder, Customer Experience Professionals Association There's a big difference between a company thinking like a customer and actually listening to one. It's only when you add in the latter that the magic can really happen. Inside Your Customer's Imagination helps chart the way to achieving the innovative spark central to a company's success. --Keith Barr, CEO, InterContinental Hotels Group Inside Your Customer's Imagination is a journey into a powerful idea: that innovation is a fundamentally social process--the more people you involve as creators and contributors, the greater your innovation capacity. --Polly LaBarre, coauthor of Mavericks at Work and founding member of Fast Company magazine Innovation through partnership is the blueprint for business growth in the future. Inside Your Customer's Imagination provides the instruction and inspiration to make it a success. --Marshall Goldsmith, world's leading executive coach and author of three #1 New York Times bestselling books

Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results. -Jeanne Bliss, founder and CEO, CustomerBliss, and cofounder, Customer Experience Professionals Association There's a big difference between a company thinking like a customer and actually listening to one. It's only when you add in the latter that the magic can really happen. Inside Your Customer's Imagination helps chart the way to achieving the innovative spark central to a company's success. -Keith Barr, CEO, InterContinental Hotels Group Inside Your Customer's Imagination is a journey into a powerful idea: that innovation is a fundamentally social process-the more people you involve as creators and contributors, the greater your innovation capacity. -Polly LaBarre, coauthor of Mavericks at Work and founding member of Fast Company magazine Innovation through partnership is the blueprint for business growth in the future. Inside Your Customer's Imagination provides the instruction and inspiration to make it a success. -Marshall Goldsmith, world's leading executive coach and author of three #1 New York Times bestselling books

“Chip Bell’s unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer’s ingenuity for creating breakthrough results.”  —Jeanne Bliss, founder and CEO, CustomerBliss, and cofounder, Customer Experience Professionals Association  “There’s a big difference between a company thinking like a customer and actually listening to one. It’s only when you add in the latter that the magic can really happen. Inside Your Customer’s Imagination helps chart the way to achieving the innovative spark central to a company’s success.”  —Keith Barr, CEO, InterContinental Hotels Group “Inside Your Customer’s Imagination is a journey into a powerful idea: that innovation is a fundamentally social process—the more people you involve as creators and contributors, the greater your innovation capacity.” —Polly LaBarre, coauthor of Mavericks at Work and founding member of Fast Company magazine “Innovation through partnership is the blueprint for business growth in the future. Inside Your Customer’s Imagination provides the instruction and inspiration to make it a success.” —Marshall Goldsmith, world’s leading executive coach and author of three #1 New York Times bestselling books

Author Information

Chip R. Bell is senior partner of the Chip Bell Group. Global Gurus has ranked him one of the top three keynote speakers in the world on customer service for five years in a row. He is the author or coauthor of twenty-three books that have been translated into fifteen languages. Bell has appeared on CNBC, CNN, Fox Business, Bloomberg TV, ABC, CBS, NPR, and Marketplace, and his work has been featured in Fortune, Wall Street Journal, Financial Times, USA Today, Success, Businessweek, Entrepreneur, Money, and Fast Company. He is a regular columnist for Forbes.com, MoneyInc.com, CEOWORLD Magazine, CEO-Magazine.com, Real-Leaders.com, and LeadChange.com.

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