Chip R BellDr. Chip R. Bell is founder of The Chip Bell Group, which focuses on helping organizations build a culture that supports long - term customer loyalty. He was formerly Vice President and Director of Management and Organization Development for NCNB, no Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division. He is the author or co - author of eighteen books including Magnetic Service, Managing Knock Your Socks Off Service, and Service Wisdom. John Patterson is President of Progressive Insights in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the book. He holds a graduate degree in business from the Darden School at the University of Virginia. He is the co - author with Chip Bell of Customer Loyalty Guaranteed and Take Their Breath Away Read More Read Less