Hello MoneyLangers! Welcome to another featured post for this week! Our featured author for today is Mr. Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles.
Kaleidoscope: Delivering Innovative Service That Sparkless is one of the best selling books in Business & Money category, specifically in Customer Service, Leadership and Process & Infrastructure sub-category. Mr. Bell has written lots of books and some of them are Sprinkles: Creating Awesome Experiences Through Innovative Service, Managers As Mentors: Building Partnerships for Learning, and more.
We won’t make this introduction long so you all can learn something and be inspired! Don’t forget to share this with your friends!
GET TO KNOW THE AUTHOR
Name: Chip R. Bell
Background: Chip grew up on a farm in South Georgia. He earned a bachelor’s degree from the University of Georgia in psychology and served in the U.S. Army from 1967-1970. While in the military he taught guerilla tactics at the U.S. Army Infantry School at Fort Benning, Georgia. He was a highly-decorated infantry unit commander in Viet Nam with the elite 82nd Airborne.
Following the military, he completed a master’s degree in behavioral science at Vanderbilt University and a doctorate in organizational behavior at the George Washington University. He started his career with North Carolina National Bank (now Bank of America) as director of training and organization development. In 1980, he formed the Chip Bell Group, a confederation of experienced consultants focused on helping clients create a culture that supports long-term customer loyalty.
HR.com in 2014 ranked the Chip Bell Group #6 in North America among mid-sized consulting firms for leadership development. GlobalGurus.com in both 2014 and 2015 ranked him the #1 keynote speaker in the world on customer service. Additionally, he has served as an instructor at Cornell University and at the Manchester University (UK) Business School. His best-selling books have won numerous writing awards.
Favorite gadget: iPhone
Hobbies: Writing, fishing, travel
What is your book Kaleidoscope: Delivering Innovative Service That Sparkles about?
Most organizations know they must strive to exceed their customers’ expectations. Most attempt to do this through value-added service (taking what customers expect and adding more). The problem is that as they add value, they also add to the customers’ expectations for the next encounter. They can quickly run out of room for more adds. Innovative service is about value-unique instead of value-added. It is about service with a surprise. There is obviously a limit to generosity, but there is no limit to ingenuity. Today, winning organizations are disrupting the marketplace with their innovative approaches and inventive service delivery.
What inspired you to write your book/s, especially, Kaleidoscope: Delivering Innovative Service That Sparkles?
My granddaughters love playing with the kaleidoscopes in my house. One of my granddaughters remarked that while the images change as you turn the animator, the jewels inside never change. You don’t open up a kaleidoscope and put new colored glass inside. Innovative service is based on core values that never change, even though the experiences they yield are always exciting and ever-changing.
What is the best chapter in Kaleidoscope: Delivering Innovative Service That Sparkles that people should read and why?
I like the first and last chapters the best. The first chapter is called Enchantment; the last one is called Passion. But, more than those chapters, I am proudest of the opening of the book (called The Trailer). It opens with the story of the famous country music singer Johnny Cash and his first audition with the legendary Sam Phillips of Sun Records. The story sets the tone for the entire book! It is taken (with permission from 20th Century Fox) from the hit movie Walk The Line. I won’t spoil it for readers but Sam Phillips advice to Cash about what is important about a song is a powerful story!
If you could give one piece of financial advice to our readers, what would it be?
Live way below your means. Save 20-25% of your annual income, not 10%. Ten percent will not cover college tuition for children, health care and retirement. Do not assume your employer or the government will be funding your retirement. Ask the employees of Enron or Kodak or General Foods about their retirement. Assume you are going to retire at 65 and live to be 100. Consider the increase likely in the standard of living. Assume your house will not be an asset at all. Will you have enough money saved to comfortably live another 35 years after your salary stops?
As an author, which book/s made the most impact on you?
Probably Ted Levitt’s classic book Marketing Imagination and Norman Vincent Peale’s book, How to Win Friends and Influence People.
What would you like to ask the next author being interviewed?
What is the professional achievement of which you are most proud?
Mr. Chip R. Bell, thank you very much for the time, sir. Thank you all for being so kind to us and for gladly accepting our interview request. Again sir, thank you very much! To our dear MoneyLangers, thank you all for the never ending support.