Great addition to the first book - Building Customer Experiences. The pair offer a great insight to the opportunities of staging a great customer experience.
I found the book very insightful, interesting and provocative. The challenge is to take action from the messages delivered - something I'm now committed to doing.
In short - if you are responsbile for your organisations customer service function and want to find a competitive edge (or put your customer service on steroids) then this is a must read.
on 20 February 2005
This is the second book I have read by this author and once again found it very thought provoking, interesting and motivating. As a Manager of a large team I have tried the self assessment tests within the book and found them really useful, not just for my own development but also as an excellent tool when identifying where my company is today and how I can drive it forward. Definitely worth a read.