“本书展现了如何创造顾客体验全部潜在价值的方法,在一些世界级的领导公司如Tesco和哈雷-戴维森中得到了很好的证明。将组织的营销、人力资源和顾客服务紧密地结合起来。本书强调领导的作用,是首席执行官、营销总监、人力资源管理总监、运营总监和他们的管理团队的必读书。”--威廉·戈登(埃森哲的战略伙伴,《品牌风格》的合著者) “This book shows how to create a way for customers to experience the full potential value. It is well demonstrated in some of the world’s leading companies such as Tesco and Halle-Davidson. It combines the organization’s marketing, human resources, and customer service. The book emphasizes the role of leadership as a must-read for chief executives, marketing directors, human resources managers, operations directors, and their management teams.“ - William Gordon (Accenture’s strategic partner, ”Brand Style" Co-author)