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Overview Powerful strategies for "keeping up the good work." Ron Zemke shook up the service industry with his two bestselling books on delivering and managing "knock your socks off service." Now he's doing it again with Sustaining Knock Your Socks Off Service. In it, Zemke tells how companies can successfully hang on to the results of their first "gold rush" toward service quality.
Zemke and co-author Tom Connellan set up an easy-to-grasp framework of what
it takes to sustain quality initiatives, describe exactly what techniques
are needed to make them a reality, and supply vivid examples of the techniques
in action. They offer powerful strategies while tackling issues such as:
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Last modified January 17, 2012