About the Book
"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)
"A journey into a powerful idea . . . the more people you involve as creators and contributors, the greater your innovation capacity." -Polly LaBarre, New York Times-bestselling coauthor of Mavericks at Work
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.
"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, #1 New York Times-bestselling author
"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)
About the Author :
Chip R. Bell is senior partner of the Chip Bell Group. For the sixth year in a row, Global Gurus in 2020 ranked him one of the top three keynote speakers in the world on customer service. Bell has appeared on CNBC, CNN, Fox Business, Bloomberg TV, ABC, CBS, and NPR, 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, Real Leaders, and TheCEOMagazine.com.
Review :
“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
