The first book I've seen with a practical angle on the strategical role of customer service / customer relations. Mr Goodmand sometimes suffers from putting too much proof, too much quotes, too much (non controlable) data in his text, but I presume that's just due to his passion to convince the reader. I don't like figures out of internal studies, which cannot be verified, and this seemed a bit too much "I'm a consultant, hire me, and I will substantiate". But that's more in the early chapters of the book, whereas the rest is just very good. Original angles, practical tips. And fun to read, not in the least due to lovely quotes.