Title: Definitely worth getting
Review: There were three things I really liked about this book: 1) Every page had something of value on it. There's no filler. I never found myself turning a page and asking, `what the heck did I just read?' 2) The customer satisfaction concepts were presented in the most simple manner possible. Anybody at any level of a company can understand and use the book. Right now, my V.P. of Operations and one of my 18 year old co-op students are reading it, and they're both getting some good ideas. 3) The book includes a wide range of tools, along with instructions on how to use and how not to use each one.In summary, this is a good, practical book you can start using before you're even done reading it.
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