Chip Bell on Extraordinary Customer Service
Jan 24, 2019
By Chip Bell
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
About the Guest
Chip Bell is Professor of Management Practice, Henry B. Arthur Fellow of Ethics, at Harvard Business School, where he is teaching leadership and leadership development. He is the author of new best-selling leadership book, "True North: Discover Your Authentic Leadership." His previous book, “Authentic Leadership: Rediscovering the Secrets to Creating Lasting Value,” was also a best-seller. Mr. George is the former Chairman and Chief Executive Officer of Medtronic. He joined Medtronic in 1989 as President and Chief Operating Officer, and was elected Chief Executive Officer in 1991, serving in that capacity through 2001. He was Chairman of the Board from 1996 to 2002. Under his leadership, Medtronic's market capitalization grew from $1.1 billion to $60 billion, averaging 35% a year. Mr. George currently serves as a director of ExxonMobil, Goldman Sachs, and Novartis, as well as Carnegie Endowment for International Peace and World Economic Forum USA. During 2002-2003, Mr. George was Professor of Leadership and Governance at IMD International in Lausanne, Switzerland and Executive-in-Residence at Yale University’s School of Management. Prior to joining Medtronic, he spent ten years as a senior executive with Honeywell and ten years with Litton Industries, primarily as president of Litton Microwave Cooking. Mr. George received his BSIE with high honors from Georgia Tech, and his MBA with high distinction from Harvard University, where he was a Baker Scholar. He has received a honorary Doctorate of Business Administration from Bryant University. George was named Executive-of-the-Year by the Academy of Management (2001) and Director-of-the-Year by NACD (2001-02). In 2002 George was selected as one of "The 25 Most Influential Business People of the Last 25 Years" by PBS Nightly News.