It's the 20th anniversary of the late Ron Zemke's business classic, Delivering Knock Your Socks Off Service, and Amacom will be debuting the updated and revised fifth edition of the bestseller (more than 500,000 sold) at BEA. Written by Performance Research Associates, which was founded by Zemke, the latest edition will include new material on communicating with customers through social media such as Facebook and Twitter, taking ownership of "service encounters" (the industry term for interacting with customers), and responding positively to negative feedback.
"Twenty years ago, Ron Zemke's idea that ‘the customer is not always right, but the customer is still the customer' turned many an organization inside out," says Ellen Kadin, Amacom executive editor. "Today, the idea of exceeding customer expectations is commonplace, but the challenge now lies in the consistent delivery of these practices. This anniversary edition will help businesses face customers whose demands are constantly changing, who are more educated and have more information at their fingertips, and are more crunched for time"
Booksellers and librarians are invited to stop by the Amacom booth (2644) today to pick up a specially designed 20th anniversary Delivering Knock Your Socks Off Service tote bag.
