John Patterson

John Patterson

Progressive Insights/ The CHIP BELL Group
John is a customer loyalty consultant with the Chip Bell Group. He is the co-author with Chip Bell of Take Their Breath Away: How Imaginative Service Creates Devoted Customers. John lives in Atlanta with his wife and 5 children.
  • 0 comments 1,271 reads
    Posted on 2010-04-11

    The Delta regional jet was packed. As the flight backed away from the gate, the flight attendant began her ritualistic safety spiel about seatbelts, sudden turbulence and smoking. She ended by saying, “The flying time to Grand Rapids will be two hours…no, it will be an hour and a half…no, actually, I don’t know.” The cabin erupted with laughter and applause.

    What jolted the half-asleep plane-full into cheering? Unscripted, raw honesty! We all loved her total candor and confident authenticity!

    We grow up hearing “honesty is the best policy.” As adults we hear half-truths portrayed as honesty. Politicians keep secret the number of paramilitary civilians fighting in a trouble spot to disguise the true size of the military engagement--a number the public would not tolerate. The super low price loudly advertised comes with fine print describing a rebate only claimed with a pound of paper work. And, when we hear the radio ad end with a super-fast talking guy...

  • 0 comments 8,251 reads
    Posted on 2009-10-01

    In today's tough economy, ensuring that your customers' service experience is warm enough is critical to bringing them back for more. Evaluating the temperature of the experience you provide for customers focuses on the "warmth" of that experience.

    For example, my wife and I were traveling on a recent Sunday evening after watching one of our children play soccer in North Carolina. I suggested we stop for dinner prior to 10:00 p.m. just to make certain we could find a good place after a long day of travel. Around 9:30 p.m. my wife called around to find a place that was still open. The gentleman answering the phone at the Longhorn Steakhouse at exit 74 on I-85 assured her they were open, suggested we take our time and promised her they would be waiting for us even if we arrived a bit after their 10:00 p.m. closing time.

    In customers' eyes, the people they interact with represent the organization's commitment to the customer experience.

    We...

  • 1 comments 3,675 reads
    Posted on 2009-05-21

    When I was a kid I used to construct a "phone line" using a long string with an empty bean can on either end. The coolest use of the "phone" was from tree to tree. When you spoke right into the bean can, the sound carried over the string to be heard by the ear in the can on the other end. We could tell smutty jokes and trade secrets without parental eavesdropping. Now, we have Twitter between "trees." And, all your friends can have a string connected to your "bean can."

    Customers want connections that are personalized and specific.

    Organizations are trying to figure what to make of Twitter and how to capitalize on this social media. Since they can "listen in" on the "crowdalogue," some treat it as tool to monitor "chatter" hopefully revealing customer issues and interests. Some are using it as an early warning device actually intervening to right a service wrong in the making. But, few are tapping into the real Twitter anthropology—the bean can...