This book has been long in the making. Soon after I wrote my first book on organizational culture, I set out on a path to link culture to customer promise and leadership. My reasoning was that, without that linkage, information on culture would be helpful, but not impactful enough. My view then (and now) is that customer promise, culture, and leadership must be addressed together and that, until such is done, it is difficult to make a substantive and lasting contribution to the success of any enterprise. I hope that this book goes a long way toward making that contribution for leaders. But, I could not, and did not, get to this stage alone.

Which leads me to all those people to whom I owe a great deal of gratitude.

Nick Colarelli ...

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