Thank you for visiting John R. Patterson.com. The mission of this site is to provide
you with information that is helpful in decision making, learning, improving your
organization’s culture as well as the ability to deliver consistently great
customer service and will bring you back again.
About John R. Patterson, Progressive Insights, Inc.
and The CHIP BELL Group
Keeping the Relationship in the Customer’s Experience
CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” aspect from “customer experience.” The by-product was aptly characterized by a friend of ours describing...
John Patterson is founder and President of Progressive
Insights, Inc. John is the co-author of three books with Chip Bell including the international bestseller
Wired and Dangerous; How Your Customers Have Changed and What To Do About
It (BK, May 2011), the national best seller Take Their Breath
Away: How Imaginative Service Creates Devoted Customers
taketheirbreathaway.com and Customer Loyalty Guaranteed:
Create, Lead, and Sustain Remarkable Customer Service. He is a sought
after speaker and workshop leader on topics related to delivering great customer
experiences and leadership.
Read his blog about how customers have changed.
John’s TwitterID is @johnrpatt. He
can be found on Linkedin.com –
Progressive Insights is one of North
America’s premier customer relationship management consulting firms,
specializing in helping organizations develop a customer-centric perspective and
deliver consistently great customer service.
Click here to
read a Client Case Study Success. We are a member of The CHIP BELL Group
with affiliates in several major cities, which enables us to marshal the best
customer service experts to focus on the unique requirements of a particular
client. We pride ourselves in modeling the practices and standards we
recommend to our clients. We have far ranging experience consulting for
large public and private corporations to smaller companies. Clients range
from technology and hospitality to insurance, healthcare, utilities, banking and
business services. We also consult with nonprofit organizations.
The efforts of any consulting firm are
guided by a set of beliefs and values. Progressive Insights is dedicated to providing
clients with a pragmatic means of dramatically impacting customer perceptions through
service that is distinctively delivered. Our purpose is to help organizations become
famous in the eyes of their customers, not just for the technical support they provide,
but also for the complete service experience.
We help our clients choose a clear,
consistent service focus and strategy which is tightly aligned with what their
customers value and perceive as distinctive. We help clients see their organization
and service delivery systems through clients' eyes. We assist in providing tools,
techniques and methodology aimed at keeping an organization in harmony with their
customers' changing needs and expectations. We support our clients by providing customer,
organizational and employee research, as well as training in effective service management
and leadership. Our focus is on helping service executives; managers, supervisors, and
customer service specialists better understand their role and responsibility in making
distinctive service quality a central focus.
Progressive Insights works with a limited
number of clients so that we can provide high quality consultation, rather than "hit
and run" help. Practicing what we preach is critical. We maintain a small, highly
skilled professional staff and partner with a large cadre of professional consultants who
possess unique specialties. This allows us to assemble a consulting team uniquely tailored
to the specific needs and requirements of a given prospect or client.
Our work is predicated upon the belief that
the successful companies are those whose plans and practices remain perpetually grounded
in responsiveness to the customer. Superior service implies confident deference to
customer requirements balanced by a responsibility to the shareholders and stakeholders of
the organization. All our efforts must pass the ROI test and be judged in terms of their
long-term impact on success in the marketplace.
We seek to create client independence - our
involvement is always aimed at being a temporary one. Therefore, we work to build internal
strengths and to leave clients able to perpetuate what is begun as well as appropriately
replicate our efforts in the future.
As you will learn our work takes four
forms: management consulting, workshop or seminar development and facilitation, speaking
engagements and real estate project management.
If this is your first visit, welcome! If
you are returning, thanks for coming back! Whether first timer or veteran visitor, I
welcome your feedback on how this site can
better fit your hopes and needs.
About The CHIP BELL Group
The Chip Bell Group is a select
confederation of highly experienced consultants who passionately pursue one core
visionto help their clients become famous for the kind of service experiences that
result in devoted customers.
All members of this long term alliance are
independent consultants with their own consulting practices. They periodically work
together as a high-performance team on selected consulting projects. All share four key
values: making cutting edge contributions both to the profession and to their clients;
demonstrating impeccable ethics that would make their mothers very proud; practicing the
world-class service they encourage their clients to emulate; and, working to leave their
clients with the capacity and competence to be more successful.
The Chip Bell Group has no
instead they have a proud legacy of many highly productive client relationships.
They occupy no office complex
instead they spend their time on their clients' site
delivering value. The Chip Bell Groups brand strategy is to consistently do
remarkable work on behalf of their clients.
The CHIP BELL Group Service Vision
The service vision of The CHIP BELL Group
is to provide selected clients with relevant service wisdom they experience as incredibly
empowering and surprisingly simple that is delivered through a valued partnership.
The CHIP BELL Group Service Standards
that is easy, quick and perpetual; response that is stunning
consulting style that is generous, approachable, professional and slightly wild
methods that are creative, practical and low maintenance
that are cutting edge and focused on client replication for success
and associate dealings that would make even our mamas smile