This bestselling book by Colin Shaw and John Ivens is about building and delivering great customer experiences–something far too many companies neglect. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty, information pills as well as the commercial success of companies.

Too many companies are addicted to bad profits.  Loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth.