My boss came back from a leadership conference with this book and gave it to me to read. There were some good little blurbs in the book that I agree with, but a lot of this book has been done in other books.
This easy to read primer on customer experience by my friend and colleague Lior Arussy is a perfect introduction to define the new standard of service in a customer-centric economy.
OK. some insightful one liners. more than a few cliches, and a hundred different ways of saying "you are never done, and excellence in client delivery is everything"