Guest Poster: Chip R. Bell Chip R. Bell is a renowned keynote speaker, customer loyalty consultant and best-selling author. His newest book is The 9½ Principles of Innovative Service (www.simpletruths.com). He can be reached at www.chipbell.com.  One Sunday evening at my computer, I was online ordering promotional visors from Stitch America in Bremen, Georgia. I had selected the …

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