The words thank you don’t seem adequate when it comes to acknowledging the people who helped me with this book. Whether it was for their contributions, their wisdom, their insight, their support, or their patience, I relied on all of them for months on end.
To my editor, Richard Narramore, for his steady guidance and skill. You always know just what to say to keep me on track. And you cheered me on when I was flagging. It meant the world to me. Thank you.
To Lydia Dimitriadis, Christine Moore, and the entire team at John Wiley & Sons who make a manuscript turn into a book. I so appreciate your talent, coaching, dedication, and hard work.
To John, for hanging in there and doing this with me again. Thanks for all your help and the hundreds of hours of research in finding the best examples—good and bad—of the customer experience.
To Jennifer Martin, my BFF forever, for understanding and supporting me, always. And for letting me go underground for months at a time, only to pick up right where we left off. Love you and need you in my life, even when I don’t tell you that.
To Adam Fitzgerald, for always, always saving the day, and inevitably, at the most inconvenient times. And specifically, for recovering Chapter 2 after I inadvertently saved over it. Thanks also for having the coolest dog in the world, Turbo.
To my inner circle, for letting me be me. And for being right there for me when I finally came to the surface: Robert Swafford, Katie Hollar, Lynne Swihart, Jerry ...