Berrett-Koehler Publishers Blog

Connecting people and ideas to create a world that works for all.

Blog Author

Chip Bell

Chip R. Bell is a renowned keynote speaker and a senior partner with the Chip Bell Group. Global Gurus in 2020 ranked him for the sixth year in a row in the top three keynote speakers in the world on customer service. He has served as a consultant, trainer, or speaker to such major organizations as Ritz-Carlton Hotels, USAA, Harley-Davidson, Marriott, Microsoft, Lockheed-Martin, Cadillac, Pfizer, Eli Lilly, Allstate, Caterpillar, Ultimate Software, Accenture, Verizon, and Home Depot. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerilla tactics instructor with the Army Infantry School. In 1989, with his co-author Ron Zemke, he pioneered what is now practiced universally as customer journey mapping, writing extensively about it in their 2003 book Service Magic. In 2005, he created the now patented practice of customer forensics. Chip is the author of twenty-three books, including Kaleidoscope: Delivering Innovative Service That Sparkles (winner of a 2017 Best Book Award), Sprinkles: Creating Awesome Experiences Through Innovative Service, and The 9½ Principles of Innovative Service.