The book falls under the overall theme of customer satisfaction. It is a compilation of author’s experiences as well as interaction with several individuals and businesses. The rich account of information and insights from different contexts help the reader in moving from the thinking to knowing to doing mode of achieving customer satisfaction. The author’s language is clear and writing crisp. It holds the interest of the reader and uses appropriate words to convey the message effectively.The leaning towards a conversational style of writing makes the book an interesting read that sounds honest and ensures reader participation. The book is logically organized.Revisiting of companies in different phases (parts) ensures a good continuity within sections. The book is a compilation of experiences which are well recounted. There are no apparent omissions.
The treatment is up-to-date, logical and complete. The lack of comfort with theoretical underpinnings is apparent wherever concepts are outlined. However this does not impact the quality of the content negatively as the focus of the book is on practical experiences and not theoretical discussions. There are several books written on customer experience and satisfaction. However the treatment given by the author to the topic is unique: Detailed examples/ case studies set in the Indian business context organized in a manner that permits comparison between case studies. The appreciation of differences in the companies and their approaches is valuable for academia and business alike.