Kate Newlin hit the nail on the head. Working in a service industry, it has become apparrent to me that the level of service and experience that is relayed to the customer has exceedingly diminished. This has led to business grabbing for the short straw, discounting the services and de-valuing their business all together. I was able to take alot of information from this book and communicate to colleagues and accounts that it is all about the experience, not the price tag. In fact, we all the deserve the best and there is a customer base out there willing to pay for it!
It is rare to come across a business book that is modeled around change and real life example. I have seen this very story in almost all of the companies I have worked with and am also able to reflect the model to my peers.
Completely invaluable and have read it twice.
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