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Learning from Lost Customers

What do a crime scene and a lost customer have in common? Both require considerable sleuthing to determine the cause—and to make sure it doesn’t happen again. The authors of the best-seller Managing Knock Your Socks Off Service use Customer Forensics™ to uncover a lost customer’s motive, opportunity, and alibi.


About the Author(s)

Chip R. Bell and Ron Zemke. Chip R. Bell is the founder of The Chip Bell Group and author of many popular books, including Wired and Dangerous. His work has been featured in the Wall Street Journal, Fortune, USA Today, Fast Company, Bloomberg Businessweek, and other major media. Ron Zemke, founder of Performance Research Associates,  is considered one of the leaders of the service-quality revolution.