hip R. Bell is a senior partner with Performance
Research Associates and manages their Dallas, Texas,
office. Prior to starting a consulting firm in the late
1970s, he was vice president and director of manage-
ment and organization development for NCNB
Corporation (now NationsBank). He is the author or
co-author of eleven books, including three best-sellers:
Managers As Mentors, Customers As Partners, and (with
Ron Zemke) Managing Knock Your Socks Off Service. He
has served as a consultant or trainer to many Fortune
100 companies, including IBM, Cadillac, Microsoft,
Motorola, Sprint, Lucent Technologies, USAA,
Harley-Davidson, Marriott, 3M, Eli Lily, Price Water -
house, Ritz-Carlton Hotels, and Victoria’s Secret.
eather Shea is CEO of Inspiritrix, Inc., an Orlando,
Florida–based management training, development,
and consulting firm. She is the former president of
The Tom Peters Group training and consulting com-
pany and has also held senior-level positions with
Arthur Andersen, CIGNA, and First National Bank of
Chi cago. A former professional dancer and actress, she
is a world-class speaker and has delivered seminars and
keynote speeches to such clients as 3M, Bank of
America, Ford, Toshiba, MTV, Chevron, AIG, and
Walt Disney World.
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