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.
Berger does a great job of breaking down the various elements that when working together, create a contagious effect. He then provides a recipe for maximizing the chance that your initiative will be contagious. Super narration and fast listen.