Engineering Management

In my book, I make the case that customer experience is not just a differentiator it is the reason your organization exists. Profits and long-term growth are by-products of delighting customers. Whether you support customers through a call center or you are an army of one you will learn how to create an environment that is intentional about delighting customers. We will explore the three vital components to achieve this liberating structures, data driven technology and empowered people.

I was fortunate to discover managers in a variety of businesses who actually understand and practice the awesome power of dignifying and respecting the people who depend on the businesses for their livelihoods, and on whom the businesses depend on for their existence - the perfect win-win. In addition, the profiled managers are totally convinced that dignity is the root cause of their firms' profitability and sustainability. I think you'll enjoy getting to know them and profit from their insights.