Reprinted with the permission of Berrett-Koehler Publishers, 2013.
Chip R. Bell is a leading consultant and speaker on customer loyalty and service innovation. He is the author of six business books, including Managing Knock Your Socks Off Service (with Ron Zemke; 3rd ed., Amacom, 2013) and Customers as Partners: Building Relationships That Last (Berrett-Koehler, 1994).Marshall Goldsmith is a highly regarded executive coach. He has authored and edited numerous books, including Mojo: How to Get It, How to Keep It, How to Get It Back if You Lose It (Hyperion, 2010) and What Got You Here Won’t Get You There: How Successful People Become Even More Successful (Hyperion, 2007). In 2011, he was ranked as the top leadership thinker in the world on the biennial Thinkers50 list.