Epilogue
Don't Wait to Act
The great French Marshal Lyautey once asked his gardener to plant a tree. The gardener objected that the tree was slow-growing and would not reach maturity for over a hundred years. The marshal replied, “In that case, there is no time to lose. Plant it this afternoon.”
—John F. Kennedy
This book offers an in-depth look at how today's leading organizations are satisfying seven fundamental customer needs and delivering exceptional experiences in the process, providing a tool for our readers to transform their own organizations.
So, how do you get started?
To kick off this journey, companies need to analyze and articulate their strengths and weaknesses across the four foundations of success. They then need a full-scale ...
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