I really admire Guy Kawasaki, but I could not offer up the fifth star for this book because too much of this book is recycled material. I've seen it or read much of it in other books. It's a worthwhile read if you are new to marketing or customer service. The term enchantment, may sound enchanting, but it's really just another way of talking about delivering positive experiences.
There are a number of great anecdotes and interesting stories in this book. On top of that, as an ad person, I found plenty of good advice here. I would have paid hundreds of dollars for these pearls.