Insights into the critical role that leaders play in the process
Chip is the author or co-author of sixteen books including Magnetic Service: Secrets for Creating Passionately Devoted Customers
(with Bilijack Bell), Service Magic: The Art of Amazing Your Customers
, 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 150,000 air miles a year speaking to organizations on long-term customer loyalty, mentoring and partnerships. He has served as consultant and/or trainer to such major organizations as IBM, Microsoft, GE, Royal Bank, Motorola, Marriott, Nortel Networks, MBNA, Merrill Lynch, Ritz-Carlton, Duke Energy, 3M, USAA, Chevron, Lockheed-Martin, GlaxoSmithKline, Harley-Davidson, Cadillac, Verizon, British Telecom, ABA, Lucent Technologies, & Victoria's Secret