What is the secret to achieving 100 per cent customer satisfaction? Only too often, companies and individuals falter when it comes to completing a task properly and on time. It is the last 10 per cent that seems to elude us—and this usually results in a negative customer experience. But then some companies—Walmart, Starbucks, Nestlé, Southwest Airlines and Zappos, to name a few—are far ahead of the curve: they have customers at the heart of whatever they do. What do these companies do that sets them apart? They genuinely believe in delivering a great customer experience; the thinking that accompanies that belief makes all the difference. This new book from the bestselling author of Unusual People Do Things Differently and Working Hard Is Not Good Enough shows us how to go that extra mile.