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Title: Not a Fad But a Change in Outlook
Review: I'm presently using Dr. Linden's book to transform the culture of my city so that to citizens we appear seamless. I used the paradigm of Frankenstein's monster. Other than his size, what makes him scary? He's covered with seams! And we are too, every time a customer (citizen) gets transfered from one department to the next to get their business done.Adopting a seamless approach is not a project for the squeamish. It is a culture change that will take years to put in place. The workbook is a great guide with lots of practical steps and wisdom to boot. Well-written with the lay person (his customer) always in mind, Russ Linden's concept and the book to put the concept into action are winners! Or perhaps the customer is the real winner. Win-win....hmmm...I like it.
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