false 0 0 http://photo.goodreads.com/authors/1227550975p5/2669092.jpg <![CDATA[Customer Experience Improvement Momentum]]> 5.00 1 2009 <![CDATA[Innovating Superior Customer Experience]]> 5.00 1 2009 <![CDATA[Metrics You Can Manage For Success]]> 5.00 1 2008