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Kaleidoscope: Delivering Innovative Service That Sparkles Hardcover – February 14, 2017
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Kaleidoscope is an excellent resource for any individual or leader that wants to deliver innovative customer service that's truly memorable. It's organized around nine key concepts, and each one is backed by stories, specific ideas, and action steps for implementing them.
One of my favorite concepts is "Grace." We often encounter customers who seem overly demanding or may have suspicious motives. The concept of Grace tells us to assume their intentions are innocent, treat them with respect, and find a way to help them rather than view those customers with cynicism.
I have been a fan of his work for a long time. Kaleidoscope covers the key ingredients of creating distinctive and authentic service experience in today's much more competitive environment. He makes the key point that just delivering experiences that satisfy your customer will do little for today’s fickle customer. In typical Chip Bell fashion, he drives home the lessons in his book with real life and real time examples.
This book is NOT just for people in customer service or in the call center. Kaleidoscope is for everyone no matter what your position or what line of work you are in. Chip provides a unique and fresh perspective for what it takes to build a culture that enables the capability to consistently deliver the kind of experiences that drive loyalty and growth. A remarkable and must read for everyone!
Anyone who thinks they are on top of their game in the deliver-great-service category can learn from this quick read. Similarly, this book is a great way to roll up your sleeves and get started for anyone new to this arena. I found many applications to my own business and I loved his use of the kaleidoscope metaphor!