Cover	1
	Contents	8
	List of Figures and Tables	10
	About the Author	12
	Foreword	14
	Acknowledgements	16
	Introduction	20
	1 Moving from a Religion to a Financial Imperative	22
	2 The DNA of a Customer	38
	3 The Importance of the Pre- and Post-Customer Experience	54
	4 The Destroying Cluster	63
	5 The Attention Cluster	88
	6 The Recommendation Cluster	107
	7 The Advocacy Cluster	126
	8 The Link to Financial Performance via Net Promoter® Score	141
	9 How to Get Things Done	156
	10 Show Me the Money – TNT Case Study	167
	11 Some Good Advice	178
	Index	182
	A	182
	B	182
	C	182
	D	183
	E	184
	F	184
	G	184
	H	185
	I	185
	J	185
	K	185
	L	185
	M	185
	N	185
	O	186
	P	186
	R	186
	S	186
	T	187
	U	187
	V	187
	Z	187