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February 17, 2016

Book Review: Sprinkles: Creating Awesome Experiences Through Innovative Service

by wictseblog

by Jordan C. Lofton

Here at WICT SE we know that each of our members is looking to stay on top of all the latest topics.  But as ladies constantly on the move in the Cable & Telecom industry we need instant gratification.  Our WICT team has reached out to members to get their input on the books you need to add to your reading list.  And even better than that, we are telling you where to find it and giving you our own review.  Why rely on Amazon reviews alone?  Get your book list from the ladies who are in the trenches with you.  We hope you enjoy!

51wdokqrjcl-_sx497_bo1204203200_Book:  Sprinkles: Creating Awesome Experiences Through Innovative Service

Author:  Chip R. Bell

Amazon Rating: 5 Star

WICT Rating: 5 Star

Author Chip R. Bell helps clients like The Ritz-Carlton, Victoria’s Secret, Verizon Wireless, and Harley Davidson focus in on their most important asset…their customers.  Sprinkles is a book that is literally short and sweet. Chip tells the story of how to improve Customer Experience by describing it the same way his granddaughters do with baking cookies. They love to add “Sprinkles” to make the cookies even more special. In each of the short chapters, Chip helps us understand simple ways that we can each improve Customer Experience by adding that little something extra.

Why should the WICT SE audience consider reading this book?

In the cable industry we often think of the customer and how one might interact with them in terms of “Customer Service.” A new buzz word is emerging, however, which goes beyond the mere service to providing a “Customer Experience.” In Sprinkles, we learn that providing a great experience doesn’t have to be daunting.  It can and should be something that is simple, valuable, and personal to the customer. I would recommend this book to the WICT readers so that the next time you think about how you interact with a customer you have some basic tools that make that one person feel they received more than just “great service.”

What are three main takeaways from the book? Please describe each and how you can apply them to your current role.

At the end of each chapter Chip gives away a little “Secret Sauce.” These short snippets bring home the most important points and leave the reader with the opportunity to carry out those actions in their own company. The three most valuable points that stood out to me were:

  1. Animated Employees serve as the “spice” of a good experience. The spirit of an organization is what drives a great experience. This spirit, instilled in each employee, is infectious and spreads from employees to customers.
  2. A great experience is accessible to all of your customers. Chip says it should be “As Easy As a TV Dinner.”  To use a line from the book, “It does not have to be draconian. Make access to stressless service a vital and obvious part of your service recipe.”
  3. Chip gives 7 Principles of Customer Inclusion. These simple tips are a great way to make your customer a part of the experience by making them partners. Through this alliance customers feel invested in an outcome they help to create.

How does this book enable the mission and/or core values of WICT SE?

One WICT Touchstone stood out to me as being in line with the message of Sprinkles. “Listen with more than just your ears.”  To truly delight a customer you must listen to what is said, and often times, what isn’t said. This type of listening could easily be listed a key ingredient in Sprinkles.

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