Managing Knock Your Socks Off Service: Edition 2

AMACOM Div American Mgmt Assn
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In today's high-speed economy, the organizations that come out on top are those that service customers best. Serve customers "about as good as anybody else" and you wont be serving them for long! Serve them with distinction, and they will be customers for life. Today's customer demands service that is above the norm... service that makes its mark in their minds and hearts. The 2nd edition of "Managing Knock Your Socks Off Service" has been revamped with new examples, new stories, new research and new chapters to share with readers how they can successfully create world-class service in their operations and through their people, whether they work with their customers face-to-face or in e-space.; Written for front-line managers, supervisors, and owners of small companies, "Managing Knock Your Socks Off Service" shows how to create great service on a day-to-day, real-time, every-time basis. Zemke and Bell present eight clear goals for ensuring superior service: Find and retain quality people; Know your customers intimately; Build a Service Vision; Make Your Service Delivery System E.T.D.B.W.; Train and Coach; Involve and empower; Recognize, Reward and Celebrate; and Your Most Important Management Mission: Set the Tone and Lead the Way.; In spirited detail, "Managing Knock Your Socks Off Service" presents practical ways to achieve excellence in each of these vital areas. Chapters are filled with quotes from service standard-setters, such as FedEx, QVC, Travelocity, and Chick-Fill-A. The book also hones in on: The role of service excellence in creating a competitive edge for building customer commitment; The importance of finding, developing and retaining employees who are customer and service excellence oriented; The roles managers and supervisors play in creating and maintaining a service management process that aligns people, systems and customers; Taking service strategy down to the level of individual employees, and using it as a tool for coaching and motivation; Important tips and techniques for successfully training and coaching employees; and, Involvement and empowerment - you can't do it for them, and they can't do it alone. How to foster a team effort environment.
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About the author

Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.

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Additional Information

AMACOM Div American Mgmt Assn
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Published on
May 17, 2007
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Best For
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Business & Economics / Customer Relations
Business & Economics / General
Business & Economics / Management
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This content is DRM protected.
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Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?


In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. 

The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: 

Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service.

If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees?

The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. 

The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

From the Hardcover edition.
From Chip R. Bell, the bestselling author of Customers as Partners , Managers as Mentors , and Managing Knock You rSocks Off Service , partnering with Heather Shea, the former president of The Tom Peters Group's training and consulting company
Provides invaluable insights into the changing world of powerful partnering
Offers tools, details techniques, and provides activities and resources to help you develop successful partnerships in every enterprise
Partnerships are fast becoming the primary structure of contemporary business, as organizations partner with vendors, unions, customers, and even competitors to take advantage of short-term market opportunities, leverage intellectual capital, and create more flexible and innovative enterprises. In this important guide, authors Chip Bell and Heather Shea offer an in-depth look at how we can successfully manage partnerships and build them with substance-passion, quality, heart, and soul.
While many other books have examined the rational, logical, analytical sides of partnership, none has fully explored the irrational, illogical, emotional sides, which are most often what cause partnerships to falter or fail. Dance Lessons is a comprehensive guide to the interpersonal side of partnerships, revealing exactly how the champions choreograph their partnership dances for show-stopping performances. It features:
new perspectives to help you decide if partnership is right for you
exciting tools for selecting the right form of partnership
important techniques to help you get emotionally prepared to partner
smart ways to accurately pick good partners
engaging activities to help you practice your partnership skills
effective methods for dealing with difficult partners and partnerships
vital cues that let you know when the partnership is ready to end, and helpful tips on how to end it
insights on how to manage external factors that effect partnership success
practical resources to help you continue to learn about effective partnering
Dance Lessons shows how to develop meaningful, ethical, and soulful partnerships in every interaction throughout your work and your life.
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