Acknowledgments
On December 15, 2011, I received a four-sentence email from literary agent Michael Snell. Thus began an 18-month odyssey culminating with this book.
Like most ventures into the unknown, there was a cast of characters that provided the guidance and expertise needed to reach the goal. Without the counsel of Michael Snell during multiple iterations of the book proposal over the course of several months, Delight Your Customers would have remained the book inside me waiting to get out.
After Michael found a home for the project at AMACOM Books, I worked with senior editor Bob Nirkind. Bob provided direction, structuring a lot of meandering ideas into a clear roadmap showing readers how to better serve customers. As we neared the journey’s ...
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