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Sprinkles: Creating Awesome Experiences Through Innovative Service Hardcover – February 10, 2015
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"Chip Bell understands the importance of gaining trust while running a customer-centric business, and shares the secrets to success." -Herve Humler, President & Chief Operations Officer, The Ritz-Carlton Hotel Company, L.L.C.
"Luxury brands require luxury service. Sprinkles is a delightful treasure for all who care about taking service to a pinnacle level." -Doug Kindy, President, Lucchese Boot Company
"Chip Bell's Sprinkles provides five-star concepts for serving the kind of experience that gets five-star reviews from customers." -Joe Essa, President, Wolfgang Puck Worldwide
"Chip Bell's insightful book will light up your life, fire up your customer service, and rev up your bottom-line. If you're interested in delivering story-making service, read Sprinkles." -Ron Wallace, Former President, UPS International
"Chip Bell has delivered a magnificent encore. Sprinkles is chock-full of his signature stories mixed with practical guidance. -Mark Pizzi, President, Nationwide Insurance
From the Inside Flap
"Sprinkles will bring infectious joy to all who read it and powerful results to all who apply it." -Tariq Farid, Founder and CEO, Edible Arrangements.
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A long-time fan of Bell's work, I am continually surprised by how he delivers simple truth in readily applicable ways. In Sprinkles, my favorite part has to be the "secret sauces" he uses as metaphors for building innovative service. Like the sauces that the best chefs use, they are foundational, even neutral - but when added to, heated up, and prepared uniquely for a specific dish, they become amazing.
Here are Bell's 9 "secret sauces" -
Go ahead - pick up Chip Bell's Sprinkles, and create a memorable "meal" for your customers!
In Chip's own words: "We all have unlimited ways to serve uniquely but only a finite number of ways to add more." The insight, the new perspective reflected in this book, is this: "Value-unique service and not value-added service provides a more promising path to delight-- one with ingenuity, not addition. Leaders of organizations have spent years focusing on delivering value-added service. Yet today's customers , with their inclination toward elevating their expectations every time a service provider adds more, have almost run the delivery of service delight straight into the too-pricey zone."
The insight in this gem of a book (and the preceding "9-½ Principles") is invaluable: The future of distinctively great service is ingenuity, not addition. It is "value-unique" service, not "value-added" service. There are limits to adding service cost, but providing unique, surprising service merely takes agile, brilliant, innovative initiative. Dr. Bell facilitates this big-profit insight with his characteristically exuberant smile! Uniquely fun and human.
It’s an intriguing blend of “value-unique service” principles brought to life with stories and examples that show innovative service in action in all sorts of companies, from the neighborhood dry cleaner and the corner hardware store to the likes of Ritz-Carlton Hotels and Neiman Marcus. There’s also wit and wisdom on how to give your customers a great service experience, drawn from great business leaders and thinkers ranging from Larry Page and Ralph Waldo Emerson to Julia Child and Bell’s middle granddaughter, Annabeth. Plus you’ll find thought-provoking what-if’s and suggested to-do’s sprinkled throughout. All in a deceptively small, simple-looking package that can forever change the way you and your organization treat your customers.
Give one of these gems to all of your co-workers … but not to your competition!
Well done Chip...super use of examples to illustrate a "sprinkles" experience. I especially enjoyed the mention of Billy Rivera of Karaoke Cab in Charlotte...wish they'd bring that idea to NYC and the splendid help you received by a Hewlett Packard Customer Service rep who was clearly passionate about her job.
There is a wonderful amount of SUR"prize" and DELIGHT in your book that business owners can leverage to REFINE or UPGRADE their current customer service experiences.
Thank you for writing this book.
All the best for continued success Chip,