It takes a great deal of effort to write any book, even a bad one, so I hate to be excessively critical, but I found very little value in this book. Despite its intriguing title, I don't think anyone will gain from reading this book, unless they are a prospective client of the authors' consulting firm, Beyond Philosophy, and would like a peek at the vendor's approach. (There's no escaping the shadow of the authors' consultancy within these pages. I know consultants write books to get noticed, but this one is more like something you would create just so you could hand it out to clients.)
At its best, this book repeats marketing dogma. More often, though, it simply misses. You can usually count on a book like this for some valuable anecdotes, if nothing else, but even the authors' anecdotes don't always make the intended point (as near as I could tell). It really needs a substantial reorganization, starting with a framework that would help the authors decide what is important and what is trivial, and then a solid edit.
In my opinion, this book is probably not what you're looking for. For example, you'd think that a book about "Building Great Customer Experience" would at least define "customer experience." But no--the authors say that people are usually better off figuring this out for themselves. You'll be much happier, for example, with Lasalle and Britton's (2003) Priceless: Turning Ordinary products into Extraordinary Experiences.
