Michael Walsh

Mike Walsh, best-selling author of FUTURETAINMENT and CEO of innovation research lab Tomorrow, is a leading authority on the digital future. He helps to prepare business leaders for what’s next. Rather than focusing on the distant future, Mike takes an anthropological approach – scanning the near horizon for disruptive technologies and consumer innovations on the verge of hitting critical mass, and then translating these into usable business strategies. Mike’s expertise is explaining new patterns of consumer behavior and disruptive technologies in emerging markets.

His advisory work and keynote presentations provide unique insights into the growing influence of new markets on breakthrough innovation and business transformation. A global nomad constantly traveling the world for the best ideas – Mike distills the most relevant insights into tailored keynotes that allow any audience to not only understand, but also start to influence the future direction of their industry.

Mike Walsh helps prepare business leaders for what’s next. With an engaging blend of first hand stories, global case studies and cutting edge research into consumer and technology trends – Mike can bring the future to life for you and your audience.

PROGRAM TOPICS

Mike Walsh’s three core programs are:

  • FUTURETAINMENT (what’s next for your customers?)
  • FLEX (what’s next for your enterprise?)
  • THE FUGUE (what’s next for the world?)

You can experience these topics as either a high impact 50 minute keynote or a half day workshop with interactive exercises and facilitated discussion.  Supported by a global network of analysts and researchers – Mike takes the time to work with you and your team to tailor his presentations to directly address the issues directly relevant to your company and industry.

FUTURETAINMENT – Yesterday The World Changed, Now Its Your Turn

Welcome to the Revolution. The balance of power has shifted and consumers have taken control. How we buy, sell and engage customers with our brands is being transformed by powerful new forces – both technological and anthropological. Based on Mike Walsh’s best selling book, FUTURETAINMENT is a fast paced tour of the latest technologies, global trends, and case studies that will forever change the way you think about your relationship with your customers. In this session Mike shares:

  • The most disruptive trends for 2012 specifically researched for your industry
  • Products and promotions that will engage the next generation of consumers
  • Consumer innovations from fast growth emerging markets – The value of big data, compelling content and next generation behavioral analytics
  • Global best practices in mobile applications and platforms
  • Original video interviews with the scientists, innovators and entrepreneurs whose ideas will drive the future of your business

FLEX – Business Re-Imagined
What does it take to lead a 21st century company? New technology is not only an opportunity to improve productivity, it invites us to ask a much bigger question – can we re-imagine the way we do business? Forces of change surround us. Whether it be generational turnover, the Cloud, mobile work, or the rise of the social enterprise – the companies that thrive in the near future will be the ones that not only embrace change but are the first to break the rules.

With original consumer market research, practical evaluations of next generational enterprise tools and case studies from some of the world’s most innovative firms – you will have everything you need to start thinking like a FLEX firm. In this session Mike shares:

  • The new digital platforms and enterprise tools that can change the relationship you have with your customers and competitors
  • The worldview of your next generation of staff and the new management styles necessary to lead them through disruptive times
  • The new models of innovation suitable for the current, fast paced, uncertain global environment
  • How consumerization, enterprise mobility and the Cloud will change the way your teams colloborate and act on information
  • Relevant case studies of the ‘winners circle’ of companies who have survived disruptive change
  • A roadmap for your company’s future and identify the capabilities you will need to take it there

WORLD NEXT – Your Roadmap To The Global Future
Social unrest, economic turmoil, rapid technological change – we live in a world seemingly dominated by crisis. And yet if you look more closely, you may also see a different set of patterns giving rise to new markets, new consumers and new ways to do business.

The future is already here, you just need to know where to look. From disruptive mobile technology from China to India’s low cost business models, next generation mobile banking in Africa and social consumerism in South America – innovation is shifting to a new geography. How we interact, transact and entertain ourselves in the future will be shaped by a billion new consumers from emerging markets. THE FUGUE is your roadmap to understanding and accessing the growth potential of tomorrow’s world. In this session Mike shares:

  • How the Web of tomorrow will be different from the one we use today
  • New markets, consumers and technology trends that will be essential for the global growth of your business
  • Case studies of international companies who have successfully leveraged cultural forces for local market success
  • The disruptive innovation models of your emerging market competitors – The new management styles necessary for leadership in fluid, hyper-competitive and uncertain global markets
  • The winners and losers in the new digital world order and your company’s readiness to survive or thrive

ADDITIONAL PROGRAMS AND WORKSHOPS
TOMORROWLAND – Tales from the Near Future
The future is already here – you just need to know where to look. Virtual currencies in China, web organized flash mobs in Korea, and cashless mobile banking in Africa – sometimes the most disruptive product ideas come from the most unlikely of places. The secret to seeing what’s coming next is to pay close attention to the spaces where all the rules are being broken. Come on a fast paced global tour of the disruptive technologies that will directly impact you and your industry.

THE DIVERGENCE – Why the Future of The Web Will Be Like Nothing You Know Today
What we think of the Web today is only a fraction of its future potential. The Divergence  marks the point where everything we know about the digital world will change. In the coming years, the emerging markets of China, India and Brazil will rapidly overtake the West not only in their rates of economic growth, but as the dominant commercial and cultural influences on the development of the Web. How we interact, transact and entertain ourselves in the future will be shaped by new forms of consumer behavior never seen this side of Silicon Valley. Forget everything you know about West Coast Web etiquette. Tomorrow’s Web will be a milieu of competing cultures – simultaneously a source of conflict and also a wellspring of consumer innovation.

THE ENERWEB – Energy’s Networked Future
Information may be power, but power is also be information. Global environmental concerns are driving not only new investment in renewable energy but also the transformation of the analog power grid into a smart, digital network. What we think of today as a simple electricity outlet will soon become a node in a new networked ecosystem of appliances, applications, and consumer data. The rise of the Enerweb will attract both new kinds of players and encourage new forms of consumer behavior, forever changing the way we think about energy.

 UBIQUITOUS – 24HRS in Tomorrow’s Mobile World
While faster processors, bigger screens and more powerful features steal the headlines – the true mobile revolution plays out daily in its continuing impact on the way we live, work and play. The next generation of phone technology is less about innovative hardware, and more about providing consumers with ubiquitous, high speed access to our social, professional and entertainment networks. From location based technologies, to gesture based interfaces and integrated financial services – the future of your phone may be no phone at all. For advertisers and platform providers alike – the secret to understanding the mobile business of tomorrow is to understand how today’s consumer is already changing.

WORKSHOPS

NEXTLAB – How to Think Like a Futurist
NEXTLAB is a unique learning format. Part insights briefing and part hands on innovation workshop – you will learn to apply the latest tools and techniques that future forecasters use to map out the most significant technological, social and commercial trends on the near horizon. NEXTLAB is a 90 minute session designed for small, dynamic groups. The workshop is divided into three sections – theory, tools and application. In the first section, we discuss the latest thinking around innovation and consumer behavior, and their influence on future outcomes. The next module – tools – is focused on the insight gathering methods used by the world’s best forecasters and explains how you can apply these in your every day activities. Finally, in the third section we conduct a series of practical group exercises that facilitate building a picture of the future of your individual company and industry.

  • Discover the top ten forces that are already changing the relationship you have with your customers
  • Understand how divergent consumer behavior creates new future scenarios
  • Deploy simple collaboration and information sharing systems in your team to maximize your collective wisdom
  • Learn how new social media tools can help you track what people are thinking, doing and saying in real time
  • Build an innovation radar for your company and identify the trends most likely to impact your core business
  • Deploy simple collaboration and information sharing systems in your team to maximize your collective wisdom
  • Use creative consumer focused scenarios and stories to build an ‘innovision’ for what happens next in your industry
  • Effectively communicate your vision of the future to internal stakeholders and your industry peers

INNOVISION – Bring Future Visions to Life
Innovision is a radically different approach to future thinking and scenario planning. The objective of the Innovision Workshop is to develop a shared view on the challenges and untapped opportunities facing the future timeline of the company and its stakeholders, and capture this in a compelling format for broader comm-unication. In a half day format, our unique process adapts lateral thinking and sophisticated narrative development techniques developed by creative professionals to develop entertainment products. The Workshop is structured into three parts, that loosely follow the structure of a three act film or play. During the discussion, the Tomorrow team will identify keywords and phrases that characterize the scenarios and use these to develop a visual storyboard, used to build the rough cut of the Innovision film presented at the end of the session. We believe that the Innovision process offers a number of benefits over and above a more traditional strategy workshop formats:

  • A more engaging, dynamic and creative framework for collective brainstorming and scenario testing of future conflicts and opportunities
  • Character based approach builds empathy with potential stakeholders and clearer identification of the implications of strategic tradeoffs
  • The final result –  a five minute mini film – provides a powerful communication tool for wider distribution

CONNECT! – The Simple Guide to Social Engineering
This session is an engaging, interactive workshop focused on helping business managers and entrepreneurs harness social networking to transform their customer marketing and communications. Incorporating live demonstrations and case studies of brands that have successfully used services like Facebook, Twitter and Linkedin – this workshop uncovers some of the secrets that social networking gurus use to turn their customers into evangelists.

  • How consumers are already talking about your brand, and how to participate in the conversation
  • How to use Twitter to build your ‘herd’ of brand followers> Building ‘content sharing’ into your website to tap into free network marketing
  • Leveraging Linkedin for targeted business development
  • How to track what your customers are already saying about you in online forums
  • Integrating social media with your CRM strategy – from sales to customer support
  • Developing the right ‘tone’ to talk to your customers on blogs, Twitter and video podcasts
  • The best tools, web services and infrastructure providers to partner with to achieve instant results

MICHAEL WALSH’S BOOK

Carol Kinsey Goman

Carol Kinsey Goman, Ph.D., is an executive coach and international keynote speaker and seminar leader for corporations, associations and government agencies.

Body language has always played a key role in Carol’s professional life. Prior to founding Kinsey Consulting Services, she was a therapist in private practice — reading nonverbal cues to help her clients make rapid and profound behavioral changes. As a coach, Carol helps leaders build powerful and effective business relationship by using verbal and nonverbal communication that projects confidence, credibility, and empathy. Read more

James Mapes

James Mapes is a recognized expert on the psychology of imagination who helps leaders apply their imagination to take individual and organizational performance to new levels.

 

Even in a challenging world—there is great possibility. Coaching and empowering leaders past what they knew to be possible, James Mapes skillfully stretches people’s perceptions to see new possibilities and experience the power of their imagination. A dynamic speaker with energy and humor, he captures and holds his audience’s attention with fascinating demonstrations that leave no doubt—“You Achieve What You Imagine.” Participants leave with a clear understanding that the powerful mental pictures we all carry around with us—the opportunities we see—are forces that can lead organizations to break through performance. They learn how to recognize and embrace self-limiting fear and apply the imagination in ways that engage followers and help them achieve their goals. Perhaps, most importantly, they leave with practical skills they can put to immediate use and the motivation to apply their own imagination with the clarity and power to create their own successful future—at work and in their personal lives. As a recognized performance coach, best-selling author of Quantum Leap Thinking: An Owner’s Guide to the Mind and founder of the Transformational Coach Program™, Mapes has spoken to more than 2,000 organizations in 70 countries. His practical insights have been included in numerous training manuals and textbooks of companies, associations, universities and business schools. His upcoming book is entitled The Elephant and the Rider: Living an Exceptional Life.

PROGRAMS

IMAGINE THAT! Igniting Your Brain for Creativity and Peak Performance
Do you view the future with hope and possibility? Or do you allow fear to cloud your thinking, creating insecurity and stress?
Do you know how to apply your imagination to generate creativity, motivation, happiness and hope?
In these uncertain, challenging and complex times, success literally depends on the importance of knowing how to manage your thinking. As Einstein said: “Imagination is more important than knowledge. It is a preview of life’s coming attractions.”
In this cutting-edge, practical and entertaining program, James captures and holds the audience’s attention with dynamic, compelling stories and inter-active demonstrations that leave no doubt that you can achieve what you imagine.
Exceptional individuals in all walks of life are distinguished by their capability to think creatively and perceive new opportunities for innovation. They have mastered the skill of “visualization” and can clearly communicate a dynamic, compelling, optimistic vision of the future.
James Mapes, the world’s foremost authority on the psychology of “applied imagination” and creator of Quantum Leap Thinking™,” demonstrates how success can be achieved by understanding and applying these concepts. James skillfully stretches perceptions to see new possibilities. He guides his audience to recognize how the powerful mental pictures we all carry around definitely impact the opportunities we see and the choices we make.
The audience leaves this thought-provoking, interactive, fascinating and inspiring journey having learned:

  • How to replace old beliefs with a compelling new vision that energizes at every level.
  • How to recognize, break through and let go of fears that sabotage success.
  • How to reduce negative stress and become more mindful.
  • How to motivate and propel to action by identifying core values.
  • How to improve productivity using ‘stretch goals’ and applied imagination.

 Program Length: 45 minutes – 90 minutes
MIND OVER BODY: Harness Vision to Create a Wellness Strategy
Brain science studies prove that how we think impacts our health.
As a speaker, performance coach, medical facilitator, clinical hypnotist, writer and performer, James Mapes knows first-hand the importance of managing our thinking and reducing negative stress.  He integrates lessons learned from more than three decades of experience and his own open-heart surgery. He is truly a speaker who lives what he preaches.
In MIND OVER BODY, audiences gain a fresh, unique perspective on health, wellness and productivity.   James simplifies the latest research in brain science into easy and enjoyable solutions.  James projects an amazing, positive energy, radiating passion about the elegance of the imagination and the incredible power of the human mind and spirit.
The attendees will leave this interactive, thought-provoking and inspiring program having learned:

  • How to influence the subconscious with optimistic, affirmative suggestions.
  • How use mental imagery to reduce anxiety.
  • How to “reframe” negative thinking to instill hope and confidence.
  • How to create a personal vision to inspire wellness and achieve goals.
  • How to meditate in five minutes for mindfulness.
  • How to recognize and break through the fear that impedes wellness.

This presentation can be tailored to your organization’s specific needs as either a keynote or workshop.
Program Length: 60 minutes – 1/2 day
TRUE LEADERSHIP: The Neuroscience of Effective Leaders
What is a leader?   Have you assessed your leadership skills lately?
The business world is awash with leadership philosophies, how-to books and training institutes that can leave even the savviest manager perplexed as exactly how to encourage employees to develop their own leadership style.
In 2017’s confusing and complex business world, it is important to push aside the clutter and get back to a fundamental understanding of why “true” leadership traits are essential for success.
The adage “leaders are born, not made” is questionable, since it takes hard work to craft a leadership style that works for each individual.
In this provocative, lively and interactive presentation, renowned “evangelist of the imagination,” brain researcher, break-through thinking coach and best-selling author, James Mapes, incorporates his legendary humor with an array of audience exercises to reveal:

  • The five “culturally and morally neutral” traits of all successful leaders.
  • Why morality, a nice disposition and power do not necessarily make a great leader.
  • A guide to transform and enhance a personal leadership style.
  • How to craft an emotionally charged, clearly compelling and realistic future vision.

Program Length: 60 – 90 minutes

Full Biography

Speaker, expert on the psychology of “applied imagination,” for extreme success, peak performance coach, and author: Quantum Leap Thinking: An Owner’s Guide to the Mind and Imagine That! Igniting Your Brain for Creativity and Peak Performance.

An extraordinary keynote speaker for the uncertainty of 2017, James Mapes defies categorization.   When philanthropist/Microsoft co-founder Paul Allen quizzed Mapes as to how one person could do so much during his life, James’ answer was simple: “Because no one told me I couldn’t.”

A true Renaissance man, James is considered the world’s foremost authority on applied imagination, having studied human behavior for more than 30 years.  Since childhood, James wanted to make the impossible into the possible.  This has led to a life-long fascination with the subconscious and the power of the imagination.

Speaker, coach, best-selling author, clinical hypnotist and performer, Mapes is recognized for his ability to inspire, motivate, educate and guide others to develop and enhance the unlimited potential of their creative imagination and incalculable powers of the mind.   His programs address creativity, motivation, leadership, change, wellness and peak performance.

As creator of Quantum Leap Thinking™ and the Transformational Coach™, James Mapes is one of the most sought-after international speakers in the corporate industry today.  He has worked with hundreds of public and private companies in more than 70 countries.

His clients include financial institutions, software companies, the military, the healthcare industry, major non-profit organizations, along with training & development divisions of large corporations. Companies, associations, universities and business schools including – IBM Corporate, U.S. Coast Guard, Lockheed Martin, The Pentagon and The Princeton Center for Leadership Training – have quoted Mapes in training manuals and textbooks.

In addition, Mapes has ignited audiences with his critically acclaimed hypnosis show, Journey Into the Imagination.  More than two million people have marveled at this unique presentation at Performing Arts Centers and universities, plus Manhattan’s Town Hall and Lincoln Center – winning praise from the media, including the New York Times, Variety and the New York Daily News.  He is branded as “The Imaginologist.”

His engaging, enlightening new book, IMAGINE THAT! Igniting Your Brain for Creativity and Peak Performance is the first web-enhanced volume of its kind.  A provocative adventure of the mind, IMAGINE THAT! is a cutting-edge roadmap showing readers how to lead an exceptional life by learning to apply their imagination for productivity.

Mapes delves into hot-button topics like reframing thinking patterns, shattering limiting myths, self-hypnosis, transforming fear into love and forgiveness.  The beauty of this ground-breaking book is not only the relevant information but also how it rides the wave of technology by giving the reader access to 21 short video clips of James Mapes’ demonstrations and coaching.

His previous book, Quantum Leap Thinking: An Owners’ Guide to the Mind has been published in ten languages.

James is a weekly contributor to The Huffington Post and The Good Men Project.

Mette Norgaard

Mette Norgaard, Ph. D., MBA is an expert on strategic leadership and learning. She works with executives to design and deliver learning solutions that advance the company’s strategy. She has also designed and participated in executive dialogues and workshops with thought leaders such as Stephen Covey, Jim Collins, John Katzenbach, Rob Goffee, Margaret Wheatley, and Ram Charan. Mette brings an eclectic background to her work, from being raised in a village of 900 to living in New York City, from being a front-line leader in healthcare to teaching thousands of leaders from entrepreneurial and Fortune 500 firms.

Prior to starting her own practice, Mette worked with FranklinCovey Co for ten years. She was the director of Principle-Centered Leadership Week, an executive retreat at Sundance, UT. In addition, she was part of a small team of consultants who led large-scale change processes for Fortune 500 firms and the US Government. Before joining FranklinCovey Co, Mette served as a leader in both healthcare and manufacturing, and she knows first-hand the incessant pressures to do more with less and do it faster.

Mette’s latest book, co-authored with Doug Conant, CEO of Campbell, is TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments (Jossey-Bass, 2011). She is also the author of the international bestseller The Ugly Duckling Goes to Work: Wisdom for the Workplace from the Classic Tales of Hans Christian Andersen (Amacom, 2005), which has been published in many languages, including Spanish, Portuguese, Japanese, and Chinese.

TOPICS

Touch Points
We live in a 24/7 information age. The pace is fast and furious, the meetings are back to back, and issues are coming at you from all directions. At times it feels like the information age has morphed into the interruption age. If you want to have more influence, you need to lead in shorter bursts of time and more of them. You need to think leadership … in even the smallest of moments. TouchPoints are about real people, dealing with real issues, real time. The good news is that you can anticipate TouchPoints, you can prepare for them, and you can start today. By deliberately working to master the touch, you can take on greater responsibilities and change the arc of your career. You simply do it one TouchPoint at a time. Attendees will be able to:

  • Turn everyday interactions into an leadership moments
  • Infuse each moment with a little more clarity and commitment
  • Leverage the exponential effect of leadership
  • Commit to mastering the head, heart, and hands—so they can bring their unique “touch” to every situation.

Strategic Leadership
As the head of a division or company, one of the most leveraged things you can do is to create a culture where everyone acts like a leader. A place where each associate generates the energy and direction needed to succeed in their own work. One where each leader puts the strategy first and the function second because they assume they will be treated fairly over time. If you are committed to creating such a culture, Mette is the right partner for you. Depending on the strategic priorities, you may want to start with the executive team, your high-potential leaders, or a number of informal leaders. For the executive team, the challenge may be to:

  • Transform a fractured team into one where people stand shoulder-to-shoulder, moving in the same direction.
  • Keep the team strong by having “quarterly meets” to improve performance. After announcing what you have achieved, you get together to look at how you did it and how you can do better next quarter.

For high-potential leaders, the aim may be to lift their energy and help them become talent magnets.

For informal leaders, human resources may choose to create a cadre of internal change guides. This can be done by selecting highly-respected professionals from different functions and having them become a voice for change.

Liz Goodgold

Speaker and author, Liz Goodgold is a fiery redhead with over 20 years of experience in marketing and branding. She is the author of RED FIRE BRANDING: Create a Hot Personal Brand and Have Customers for Life and DUH! Marketing. Liz’s talks are the epitome of “edutainment” – blending information, education, humor, and real-world examples. This fireball of energy takes issues directly from her audience, demonstrating how branding is the key to boosting business. Read more

Tommy Spaulding

Tommy Spaulding inspires audiences and teaches them how to achieve unprecedented professional and personal success by forming deeper, more authentic relationships with customers, employees, clients, and other key stakeholders. Former President and CEO, Up with People; New York Times Best-selling Author and Leadership Expert Tommy’s career has been built on valuable, authentic relationships. His sincerity, warmth, and humor unfailingly move his audiences, leaving them eager to put his ideas into action as soon as they return to work. Read more

Doug Lipp

Doug Lipp

What is the magic of Disney? Join Doug Lipp as he takes you on an entertaining and insightful journey, “behind the scenes,” to discover both the secret of Disney’s success and how it and other organizations have overcome spectacular challenges. As an internationally acclaimed expert on customer service, leadership, change and global competitiveness for over 30 years, Doug has inspired and challenged over 1,000 audiences and 200,000 individual attendees. Read more

Vinny Boles

America’s Army has historically developed leaders and teams to function at their highest performance levels under the most stressful of conditions. Vinny Boles shows your team how to do the same.

Six weeks before the attacks of September 11th, 2001, Vinny Boles was a newly selected one-star General. He reported to take command of a contingency command, one that would be needed by the nation if “the worst thing happened.” On September 11th, it did happen and Vinny and his team went from planning to execution in an ever-fluid environment. Read more

Michael Gelb

Michael Gelb

Michael J. Gelb, internationally renowned author, speaker, and consultant (and, yes, juggler) helps individuals and organizations worldwide find innovative solutions to their most important challenges. Would you like to be more creative? Michael can help you accelerate your learning process. Want to become a more effective leader? Let Michael show you how to create a more innovative culture, rally your people to overcome adversity and build team-work. He can also give you the tools to develop powerful communication skills, manage change intelligently and clarify your vision, mission, values and strategy… Read more

Chip Bell

Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal and “all about me” customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice the minute they leave his keynote. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back.

Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges. He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur.

Chip has authored six best-selling books including: Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest is the best-selling book, Wired and Dangerous: How Your Customers Have Changed and What to Do about It. His books have been endorsed by the CEO or presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. Leadership Excellence Magazine listed him among the top 30 thought leaders in America.

TOPICS / PROGRAMS

Innovative Service: Strategies for Increasing Growth and Profitst
What do Google, NetFlix, Apple, Nike and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consistent; enriching, but profitable. Since value-added has gotten way too expensive; smart organizations focus on value-unique—novel, not just more. Innovative service paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. Based on three of his national best-selling books The 91Ž2 Principles of Innovative Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Service Magic: The Art of Amazing Your Customers, this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with many of the world’s leading brands to help them stay ahead of their competition by maintaining best-in-class customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the customer experience they deliver to those they serve.

Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Your customers have been forever changed by a perfect storm—the convergence of anxiety created by a tough recession, frustration fostered by too much high tech service without high touch, and the power of being able to voice displeasure instantly to thousands via social media. Organizations that recognize the emerging “customer revolution” and adjust to this new normal customer will thrive; those that continue to use the “tired and true” methods of the past will fail. Today’s customers are picky (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service). Customer expectations are 33% higher this year over last year. And, since word of mouse (social media) today has five times the impact of word of mouth, it takes rethinking the strategies and tactics to ones that change today’s “customer as king” into tomorrow’s “customer as partner.” It requires insuring frontline employees have the authority and capacity to effectively serve in a multi-channel environment. It involves reinventing experiences that create customer ease and delight resulting in loyalty or “stickiness.” Based on his new book by the same title, this powerful, high-energy keynote draws on Dr. Bell’s deep experience consulting with many of the elite service-providing companies plus his cutting edge customer research. Attendees learn proven techniques and innovative tactics needed to drive business growth and reputation.

Innovative Service: Strategies for Creating Growth and Bottom Line Impact
What do Cabela’s, Netflix, Build-A-Bear, Enterprise Rent-A-Car, Progressive Insurance and FedEx have in common, other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industries. Remarkable service not only requires market and organizational leadership but more importantly a perpetual pursuit of innovative ways to make the customers’ experience sparkly, but consistent; enriching, but profitable. Value-added has gotten way too expensive; smart organizations focus on value-unique. Service innovation paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. It requires a contemporary understanding of “responsible freedom” (empowerment) plus leadership practices drawn from the R&D/inventive world. Based on his recent best-selling book, Take Their Breath Away, this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with top leaders from the world’s leading brands to help them stay ahead of the competition by maintaining best-in-breed customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the service experience they deliver to those they serve. Frontline employees gain competence and courage to start innovating; leaders gain insights and wisdom in ways to add creativity to their strategies and ingenuity to their culture.

Partnership: Building Profitable Professional Relationships That Last
Distinctive service in the professional world can be vastly different than the approach used by a merchant to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise, the path to success is a long-term, profitable relationship. When those you serve feel like valued partners in a power-free relationship, their expectations are more realistic, they are more forgiving of mistakes, more ardent advocates and their economic investment in the firm or organization deepens. As expectations increase and allegiances becomes more fickle, research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, that retains the relationship. Based on his best-selling book Customers As Partners, Dr. Chip Bell’s insightful, fresh program provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.

Leading Customer Devotion
Hospitality / Leadership
Managers As Mentors: Building Partnerships For Learning

CHIP BELL ARTICLES:
Act Like A Consultant
CHIP BELL BOOKS:

Chip Bell Books

Full Biography

Chip R. Bell is the founder of The Chip Bell Group and has offices in the Dallas and Atlanta areas. Chip’s newest book is Wired and Dangerous, co- authored by John Patterson.

Chip’s consulting practice helps organizations build a culture that supports long-term customer loyalty. Prior to starting a consulting firm in the late 1970s, he was Vice President and Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division.

Chip is the author or co-author of nineteen books including Take Their Breath Away: How Imaginative Service Creates Devoted Customers (with John Patterson), Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service (with John Patterson), Magnetic Service: Secrets for Creating Passionately Devoted Customers (with Bilijack Bell), Service Magic: The Art of Amazing Your Customers (with Ron Zemke), Customers As Partners: Building Relationships That Last, Managers As Mentors: Building Partnerships For Learning, Managing Knock Your Socks Off Service

(with Ron Zemke), Dance Lessons: Six Steps to Great Partnerships in Business and Life (with Heather Shea), Knock Your Socks off Service Recovery (with Ron Zemke) and Beep-Beep: Competing in the Age of the Road Runner (with Oren Harari). His newest book (with John Patterson), Wired and Dangerous: How Customers Have Changed and What to Do About It will be in bookstores in May.

Chip’s insights into customer loyalty and service leadership spans over 300 articles appearing in leading publications including: Quality Digest, Leader to Leader, Journal of Management Consulting, Journal of Quality and Participation, Leadership Excellence, Customer Service Management, Customer Relationship Management, Entrepreneur Magazine, CustomerThink, HR Magazine, Supervisory Management, Sales and Marketing Management, Advanced Management Journal and many others. He has appeared live on CNBC, CNN, ABC, Bloomberg TV, NPR, Voice of America, and Reuters and his work has been featured in the Wall Street Journal, Fortune, USA Today, Inc. Magazine and Business Week.

Chip logs over 100,000 air miles a year working with organizations on creating innovative experiences for customers. Chip empowers organizations to develop a cult-like following which results in dramatic business growth even in challenging economic times. He has served as consultant and/or trainer to such major brands as Ritz-Carlton Hotels, USAA, Universal Orlando, Bank of America, GE, Nissan Infiniti, Microsoft, CVS/Pharmacy, Verizon, Allstate, Eli Lilly, Marriott, Harley-Davidson, Duke Energy, Sears, KPMG, Hertz, Cadillac, Lockheed-Martin and Victoria’s Secret.

On the personal side, He has been married for over forty years to Dr. Nancy Rainey Bell, an attorney and educational consultant. His son is an Atlanta-based commercial real estate specialist and his daughter-in-law is a former middle school teacher. Chip enjoys fishing, boating, entertaining and playing with his three granddaughters, Kaylee, Annabeth and Cassie.