ICMI Book Club Discussion:
How to Add Sparkle to Your Service

Date: Available On-Demand

Time: Watch It Now

Speaker: Chip Bell

Moderators: Erica Marois


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Chip Bell, Author of Kaleidoscope, develops innovative ways companies can improve the customer experience with innovative customer service.

Does your customer experience sparkle, or is it lackluster?

Today’s customers don’t tweet, blog or talk about ordinary (or even good) customer service. Unique, innovate, and inspiring experiences are what customers remember and want to share with their friends. How can you deliver this type of service? Chip Bell has tons of practical ideas!

Join the ICMI book club in reading Chip’s latest book, Kaleidoscope, and then tune in for a live webinar discussion.

Want to submit your questions ahead of time? You can do so in our Goodreads group discussion board, or you can ask your questions using the hashtag #ICMIbookclub

Attend this webinar to learn:

  • How companies of any size can elevate the customer experience
  • What makes customer service more memorable
  • Ways you can inspire your employees to become more passionate about service

Bonus: See Chip Bell on the keynote stage at ICMI Contact Center Expo & Conference. Register for this webinar and you’ll receive a code good for a 20% discount on any conference pass.

Join us for this interactive and informative discussion—complete with best practices, practical tips, and live Q&A.


Chip Bell

Industry Expert and Best-Selling Author,

Chip Bell is 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. The newest of his seven best-selling books is, "The 9 1/2 Principles of Innovative Service". Leadership Excellence Magazine listed him among the top 30 thought leaders in the world.

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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