The book suggests that adopting a cohesive and actionable service model can improve customer experience and employee satisfaction.
Through case studies and examples, it outlines methods for fostering sustainable service improvements applicable in different industries and cultural settings.
[4] Thomas Moran, Director of Customer and Partner Experience at Microsoft Operations, described Kaufman's book as identifying a significant societal issue and offering a strategy for fostering positive change.
Moran stated that the book provides "a clear path to a sustainable competitive advantage" for businesses and anticipates it will create "a legendary shift.
[8] Marshall Goldsmith, author of What Got You Here Won't Get You There, encouraged readers to "apply the steps" outlined in the book to see organizational culture transform.