Series Foreword ix
Preface xi
Introduction: From Promises to Proof 1
I Context
1 Unfinished Business 13
2 Beyond Needs and Journeys 25
3 Leaner Commerce 37
II Models
4 Shaving, Rocking Out, and Looking Fabulous 47
5 Flying Hours, Wash Cycles, and Miles Driven 61
6 Laughter, Rocks, and Quality of Life 77
III Action
7 Committing to Outcomes 91
8 Breaking the Quality Paradox 101
9 Getting Up Close and Personal 111
10 Partnering with Customers 119
11 Making Your Move 131
Notes 143
Index 165
