Easy to Read. Hard to ForgetThe Journey to WOW is a deeply insightful look at the process for creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. It shines a bright light on the hidden, underlying reasons why most companies are failing to create loyalty - and the path back to customers' hearts and minds. The Journey to WOW will resonate with anyone who deals with customers in anytype of organization--from the newbie part-time employee, to thecorporate CEO. The unique business parable format brings powerful theory into the real world. The penetrating "ah-ha" moments and the lighthearted, sometimes laugh-out-loud writing style make The Journey easy to read, and hard to forget.