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This book is for all those who strive for customer satisfaction as if it were a holy grail; one that could provide everlasting success. It is for those who want to do more than plaster billboards with seductive slogans, print logos on the pages of newspapers, broadcast slick TV commercials, or babble empty promises over the radio.

Not since the Great Depression of the 1930s has the United States faced such a prolonged period of high unemployment and underemployment. Recovery from the "Great Recession" that began in 2008 has been slow, and is projected to remain sluggish over the next several years, while another shock to the global economy could erase the meager gains of the past months. Economic conditions remain fragile and employment challenges show no sign of letting up. With persistently high unemployment and underemployment-and growing inequality in wages-an increasing number of American families are no longer...