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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.

AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.