Chip Bell

Chip R. Bell is an author, keynote speaker, and consultant in customer loyalty and service innovation. He is known for his work in mapping the customer journey as part of the customer service experience and customer forensics.[3][4]

Chip R. Bell
NationalityAmerican
EducationBachelors, University of Georgia, 1966

Masters, Vanderbilt University, 1971

Doctorate, The George Washington University, 1977
OccupationSpeaker, author, consultant
Known forCustomer Forensics

Customer Journey Mapping[1] [2]

Service Innovation
Notable work
Kaleidoscope: Delivering Innovative Service that Sparkles

Career

Prior to the late 1970s launch of his consulting firm, Chip Bell Group, he was vice president and director of management and organizational development for NCNB, which forms the core of today's Bank of America.[3] He is a customer-loyalty columnist for Entrepreneur Magazine,[5] CEO Magazine,[2] MoneyInc,[6] and other publications.

As a consultant and speaker, Bell has worked with Ritz-Carlton, General Electric, Cadillac, Microsoft, State Farm, Harley-Davidson, and other Fortune 100 companies.[7] He has appeared in interviews on several news networks, including ABC,[8] CNBC,[9] CNN, Fox Business, and NPR. His work has been covered in numerous publications including Money,[10] Wall Street Journal,[11] Fast Company, Bloomberg BusinessWeek, USA Today, MarketWatch, Inc.[12] and Forbes.[13][14][15]

Bell was named one of the “World’s Top 30 Customer Service Professionals” for 2014 - 2017.[16]

Education

Bell earned his bachelor's degree in psychology and political science from the University of Georgia, a masters in Behavioral Science from Vanderbilt University and his doctorate in Organizational Behavior/Human Resource Development from The George Washington University.[3][17]

Military service

Chip Bell served as an infantry unit commander with the 82nd Airborne Division during the Vietnam War [3] and was a guerilla tactics instructor at the U.S. Army Infantry School at Fort Benning.[18] Bell was awarded 2 Bronze Stars, 2 Purple Hearts, and several other medals in recognition of valor and outstanding performance.[19][20]

Publications

Bell has authored or co-authored over twenty two books, of which nine have been described as national and international best-sellers.[21] A book about innovative service, entitled Sprinkles: Creating Awesome Experiences Through Innovative Service, has been described by one reviewer as "stand[ing] out from the crowd”.[22] Other books have been described by the same reviewer as "smart, succinct, accessible, and practical."[23] In February 2017, Bell published a book entitled Kaleidoscope: Delivering Innovative Service that Sparkles, which was covered in both Forbes[24] and Inc.[25] magazines.

Bibliography
  • Kaleidoscope: Delivering Innovative Service that Sparkles, Greenleaf Book Group (2017)
  • Sprinkles: Creating Awesome Experiences Through Innovative Service, Greenleaf Book Group (2015)
  • Managers as Mentors: Building Partnerships for Learning, 3rd Edition (with Marshall Goldsmith, 2013), Berrett-Koehler Publishers; ISBN 9781576750438.
  • The 9½ Principles of Innovative Service, Simple Truths (2013)
  • Wired and Dangerous: How Your Customers Have Changed and What to Do About It (with John R. Patterson, 2011), Berrett-Koehler Publishers; ISBN 9781605099750.
  • Take Their Breath Away: How Imaginative Service Creates Devoted Customers with John R. Patterson, John Wiley & Sons, (2009)
  • Magnetic Service: Secrets for Creating Passionately Devoted Customers (with Bilijack R. Bell, 2006), Berrett-Koehler Publishers; ISBN 9781576753750.
  • Beep! Beep!: Competing in the Age of the Road Runner with Oren Harari, Grand Central Publishing (2000)
  • Knock Your Socks Off Service Recovery with Ron Zemke AMACOM (2000)
  • Dance Lessons: Six Steps to Great Partnership in Business and Life (with Heather Shea, 1998), Berrett-Koehler Publishers; ISBN 9781576750438.
  • Customers as Partners-Building Relationships That Last: Building Relationships That Last (1994), Berrett-Koehler Publishers; ISBN 9781881052548.
  • Managing Knock Your Socks Off Service with Ron Zemke, AMACOM (1992)

Awards
  • World's Top 30 Customer Service Professionals, 2014 - 2017[16]
  • Top 30 Thought Leaders in North America - Leadership Excellence Magazine[26]
  • Leadership 500 Excellence Award, 2016[27]
  • Leadership Excellence 100 Top Thought Leaders for 2008[28]

Book awards
  • Bronze Award for Top Sales Book, Axiom Business Book Awards [29]
  • Silver Award for Top Business/Career/Sales; Independent Publisher Awards [30]
  • Top Business Book; Benjamin Franklin Award Winner; IBPA [31]
  • Best Book Award - Business: Marketing & Advertising (2017); AmericanBookFest [32]

References
  1. "ConversionXL".
  2. "CEO Magazine".
  3. Pudhorodsky, Corey (31 October 2011). "Meet Chip Bell, Summit Keynote Speaker". npENGAGE. Blackbaud. Retrieved 19 April 2017. Chip Bell is an author, consultant, and regular keynote speaker who...
  4. "Caring". Caring. www.nahc.org/caringmagazine/: NAHC. pp. 37–38. Retrieved 19 April 2017.
  5. "Entrepreneur.com".
  6. "Money Inc".
  7. Economy, Peter (16 May 2014). "If You Aren't Mentoring, You Aren't Leading". Inc. Mansueto Ventures. Retrieved 19 April 2017. Bell has worked with Ritz-Carlton, GE, Microsoft, State Farm, Harley-Davidson...
  8. "ABC Clip".
  9. "CNBC".
  10. "Money".
  11. "WSJ".
  12. "Inc".
  13. "Forbes".
  14. "Forbes".
  15. "Forbes".
  16. "Global Gurus".
  17. Bell, Chip (1977). "Human resource development practitioners: meeting their perceived learning needs through non-traditional academic study". WorldCat.org. WorldCat. Retrieved 19 April 2017.
  18. "Chip Bell: Business Leader". issuu.com. Daymarker Publishing. December 2014. Retrieved 19 April 2017.
  19. "Chip Bell archives".
  20. "Life on the Water".
  21. "Chip Bell: Customer-Focused Strategy Expert and Author". Speakerpedia.com. Speakerpedia. Retrieved 19 April 2017. He has authored eight national best-selling books...
  22. "Sprinkles: Creating Awesome Experiences Through Innovative Service". Huffington Post. Huffington Post. 10 February 2015. Retrieved 19 April 2017. ...no matter how many books I read on that topic, Chip’s always stand out from the crowd. His new book, Sprinkles, is no exception.
  23. "Interviewing Chip Bell: The 9 1/2 Principles of Innovative Service". Huffington Post. Huffington Post. 25 September 2013. Retrieved 19 April 2017. Chip Bell is one of my favorite authors. His books are smart, succinct, accessible, and practical.
  24. McLeod, Lisa (16 March 2017). "Can Customer Service Touch Your Soul?". forbes.com. Forbes. Retrieved 19 April 2017.
  25. Economy, Peter (13 February 2017). "How to 'Kaleidoscope' Your Customers". inc.com. Inc. Retrieved 19 April 2017.
  26. "Leadership Excellence".
  27. "Chip Bell website" (PDF).
  28. "PR.com". PR.com.
  29. "Axioma Awards".
  30. "Independent Publisher Awards".
  31. "IBPA".
  32. "American Book Fest".
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