The coffee mug: Dunk Mug photo courtesy of Mocha (www.mocha.uk.com).
Chip R. Bell is the founder of The Chip Bell Group and works from the Dallas, Texas area. His consulting practice focuses on helping organizations build a culture that supports long-term customer loyalty. Prior to starting a consulting firm in the late 1970s, he was Vice President and Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. In 1969, he served in Vietnam as an infantry unit commander with the 82nd Airborne Division.
Chip is the author or co-author of eighteen books including Take Their Breath Away: How Imaginative Service Creates Devoted Customers (with John Patterson), Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service (with John Patterson), Magnetic Service: Secrets for Creating Passionately Devoted Customers (with Bilijack Bell), Service Magic: The Art of Amazing Your Customers (with Ron Zemke), Customers As Partners: Building Relationships That Last, Managers As Mentors: Building Partnerships For Learning, Managing Knock Your Socks Off Service (with Ron Zemke), Dance Lessons: Six Steps to Great Partnerships in Business and Life (with Heather Shea), Knock Your Socks off Service Recovery (with Ron Zemke) and Beep-Beep: Competing in the Age of the Road Runner (with Oren Harari). He has written over 300 articles that have appeared such professional journals as Management Review, Quality Digest, Leader to Leader, Journal of Management Consulting, Journal of Quality and Participation, Executive Excellence, Customer Service Management, Customer Relationship Management, Entrepreneur Magazine, Training Magazine, HR Magazine, Supervisory Management, Sales and Marketing Management, Advanced Management Journal, Training and Development, and many others. His work has been featured on CNBC, CNN, Bloomberg TV, NPR, Voice of America, and Reuters and in the Wall Street Journal, Fortune, USA Today, Washington Post, Inc. Magazine and Business Week. Additionally, he has hosted four major training films on service leadership. Chip logs over 100,000 air miles a year working with organizations on creating innovative experiences for customers. His specialty is helping organizations develop a cult-like following that creates dramatic business growth even in challenging economic times. He has served as consultant and/or trainer to such major brands as Ritz-Carlton Hotels, USAA, Universal Orlando, Bank of America, GE, Nissan Infiniti, Microsoft, CVS/Pharmacy, Verizon Wireless, Allstate, Pfizer, Marriott, Harley-Davidson, Duke Energy, Ohio Health, KPMG, Hertz, Cadillac, Lockheed-Martin, British Telecom & Victoria’s Secret. On the personal side, He has been married for over forty years to Dr. Nancy Rainey Bell, an attorney and educational consultant. His son is an Atlanta-based commercial real estate specialist and his daughter-in-law is a former middle school teacher. Chip enjoys fishing, boating, entertaining and playing with his three granddaughters, Kaylee, Annabeth and Cassie.
John R. Patterson
Prior to founding Progressive Insights, his work experience included senior leadership positions with Trammell Crow Residential, Post Properties, Nations Bank (now Bank of America), Homestead Village, Inc., and Guest Quarters Hotels. His clients include, McDonald's Corporation, Allstate Insurance, General Growth Properties, Texas Instruments, Olmsted Medical Center, The Freeman Companies, Northeast Utilities, Banco Popular, EDiS Company, ELANCO (Division of Eli Lilly), Kaiser Permanente, FLEETCOR Technologies, Pegasus Solutions, Banco Continental de Panama, Southern California Edison, Cousins Properties, Navy Federal Financial Group, Hospitality Risk Controls, Manheim, Angelica Textile Services, Cannon Company, The College Board, and Compass Bank. John lives in Atlanta with his wife Katie, their 2 labs and 5 children.
