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Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions

Chip R. Bell

"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"--

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Book Information

Publisher: Berrett-Koehler Publishers
Publish Date: 09/08/2020
Pages: 240
ISBN-13: 9781523090204
ISBN-10: 1523090200
Language: English

What We're Saying

September 08, 2020

“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 (CXPA) READ FULL DESCRIPTION

September 23, 2020

A partnership can be a key to accessing the customer’s imagination. Done properly, it is an alliance of trust and a liaison of equality. READ FULL DESCRIPTION

Full Description

"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 (CXPA)
Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, "If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.

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