In this episode, host Kelly Scanlon sits down with customer loyalty expert Chip Bell to talk about his new book, The 9 1/2 Principles of Innovative Service and ways to heighten your customers' astonishment and amazement with every encounter with you.

A keynote speaker and senior partner with The Chip Bell Group, Chip is the author or co-author of 20 best-selling books, and a consultant to several major corporations such as GE, Microsoft, State Farm, Marriott, Lockheed-Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Pfizer, Eli Lilly, USAA, Merrill Lynch, Allstate, Caterpillar, Hertz, Accenture, Verizon Wireless, Home Depot, Harley-Davidson, and Victoria’s Secret.

He has appeared live on CNBC, CNN, Fox Business Network, ABC and his work has been featured in Fortune, Business Week, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine and Fast Company.