Ron Zemke shook up the service industry with his two best-selling books on delivering and managing "knock your socks off service." Now he’s doing it again with Sustaining Knock Your Socks Off Service telling how companies can successfully hang on to the efforts they started in the 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:

• Why so many service initiatives fizzle out—and how to make them permanent
• Why roller-coaster performance develops and how to cure it
• How to shorten dramatically the learning curve for service quality behavior
• How to make continuous improvement a permanent part of corporate culture