37 of 40 people found the following review helpful
A "Must Read" for all involved in customer care,
This review is from: Setting the Table: The Transforming Power of Hospitality in Business (Hardcover)
Although this book reads a bit slow in chapters 1-3 - the author really gets cooking in chapter 4 when he begins to provide his story of "turning over the rocks" to learn more about customer experiences, their patterns, and all of the elements that may go into their decision to or not to choose your brand/company etc.
Chapters five through 12 just sing, and would make anyone passionate about making customer service better, and engaging the right people for the right type of work within an experience-driven work role, very pleased to have read.
(This is my first review - please forgive the rudimentary nature of my opinion on this book - I think you'll find the book a little hard to put down.)