ACKNOWLEDGMENTS

This book would not have been possible without the incredible patience and literary skills of my book developer, Karen Lacey. Karen took my shoebox of unintelligible gibberish and turned it into a powerful step-by-step manuscript on how to win at customer experience. For nearly a year, she sat shotgun as we built a manuscript designed to serve our readers by providing them with actionable insights. Ironically, some of the best customer service I’ve ever received came from the person who helped me write a book on how to deliver an exceptional customer experience.

Now that’s poetry.